Providing service to over 900 veterans, surviving spouses, and eligible family members in just six months with no claims errors is just part of why TVC Claims Benefits Advisor (CBA) and Air Force veteran Shawn Gray was recently presented a TVC Excellence Award.
“Shawn’s exceptional customer service skills and complete mastery of the U.S. 38 combined federal regulations (CFR) have resulted in numerous retro-active payments and ongoing compensation of hundreds of thousands in tax free dollars being awarded to his clients.” said his supervisor and Marine Corps veteran Danny McCloskey. “His interactions with veterans and family members ensure a smooth and compassionate response to questions and concerns presented.”
Though the bulk of Gray’s interactions with veterans involved appointments, over 500 of them, along with 200 phone calls and 150 emails, he also attended outreach events. “His participation in and willingness to conduct veterans’ outreach events have ensured veterans are made aware of the benefits available to them and their claims are processed to the Department of Veterans Affairs in accordance with VA and federal regulations,” said McCloskey.
“Having fostered strong relationships with VA stakeholders, he coordinated and settled the majority of his cases prior to any hearing taking place,” said McCloskey. Gray’s work to secure benefits for veterans did include successfully representing 13 veterans at predetermination hearings that required extensive research and coordination prior to the hearings. Hearing results increased claims ratings based on new exams resulting in increased overall ratings, some as much as 100%.
In addition to his claims duties, Gray, based at the Audie Murphy VA Medical Center in San Antonio, serves as the Assistant Office Supervisor and oversees daily operations during McCloskey’s absence. His ability to step in at a moment’s notice ensures smooth operations are maintained for employees and veterans alike. Further, Gray serves as the alternate Rating Veteran Service Representative coordinator and ensures all required data is received, processed, and acted upon in a timely manner.
Gray’s outstanding service earned him a TVC Excellence Award. The Texas Veterans Commission (TVC) Excellence Award recognizes exceptional service with outstanding results for customers. Honorees give their best to fellow employees, partners and their communities. Thanks to their efforts, veterans and their families receive the best services possible. All TVC employees and Veteran County Service Officers across the state may be nominated.
Pictured at the award presentation are, from left, are TVC Executive Director and Army veteran Thomas Palladino, Shawn Gray, TVC Claims Southwest District Manager and Army veteran Mike Jaeger and TVC Program Operations Director and Air Force veteran Charlie Catoe.
Well done and congratulations Shawn!
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