Summary
Overview
Work History
Education
Skills
Websites
Languages
References
Timeline
Generic

Luis Arroyo

Summary

Human Resources Specialist with extensive experience at US Department of Veterans Affairs, recognized for developing effective recruitment strategies and improving employee relations. Demonstrated success in workforce analytics and compliance auditing, enhancing organizational effectiveness through strategic planning and conflict resolution. Proven ability to lead teams and foster collaboration to meet HR objectives. Strong knowledge of labor legislation and payroll processes, coupled with a talent for analyzing company needs and implementing long-term solutions.

Overview

9
9
years of professional experience

Work History

Human Resources Specialist

US Department of Veterans Affairs, Veterans Health Administration
Miami, Fl
03.2023 - Current
  • Develop and implement long-term HR strategies aligned with organizational goals and workforce planning needs.
  • Analyze workforce data, identify trends, and create staffing models to address current and future talent demands.
  • Partner with leadership to design organizational structures, succession planning frameworks, and retention initiatives.
  • Monitor industry and labor market trends to ensure HR strategies remain competitive and compliant.
  • Serve as a trusted advisor to executives, managers, and staff on HR best practices, policies, and compliance requirements.
  • Provide expert guidance on complex employee relations issues, conflict resolution, and performance management.
  • Collaborate with cross-functional teams to design and implement HR solutions that drive organizational effectiveness.
  • Deliver training and presentations on HR policies, strategic initiatives, and change management.
  • Lead end-to-end recruitment strategies, including job analysis, posting, candidate sourcing, and selection.
  • Utilize innovative recruitment methods, such as direct hire authorities, social media outreach, and talent pipelines.
  • Ensure fair and compliant hiring practices, including adjudicating veterans' preference, DEIA initiatives, and special hiring authorities.
  • Partner with hiring managers to identify staffing needs, establish crediting plans, and conduct structured interviews.
  • Conduct internal HR audits to ensure compliance with federal laws, policies, and agency guidelines.
  • Review personnel files, recruitment records, and pay-setting actions for accuracy and regulatory adherence.
  • Identify risks, and recommend corrective actions to mitigate potential violations or audit findings.
  • Prepare audit reports, briefings, and recommendations for leadership review and implementation.

Rating Veterans Service Representative

US Department of Veterans Affairs, Veterans Benefits Administration
Houston, TX
05.2022 - 03.2023
  • Reviewed and analyzed complex medical evidence to determine service connection and disability entitlement.
  • Applied VA regulations and rating schedules to adjudicate compensation, pension, and ancillary benefits.
  • Conducted claimant interviews, explained determinations, and provided benefit counseling.
  • Supported the training of VSRs in evidence gathering and claim development.
  • Drafted correspondence for federal, state, and local agencies.
  • Maintained comprehensive records of veteran interactions and case updates.
  • Analyzed complex cases to determine appropriate service connections and entitlements.
  • Reviewed policies and procedures to ensure compliance with federal regulations.
  • Conducted interviews with veterans and their families regarding service history, disabilities, and other pertinent information.
  • Explained the appeal process when a claim was denied or partially approved.
  • Maintained up-to-date knowledge of VA regulations, policies, and procedures related to disability ratings.
  • Collaborated with other departments within the VA organization in order to ensure timely processing of claims.
  • Assessed medical evidence submitted by veterans for rating decisions.
  • Advised veterans about their rights under federal laws governing eligibility for VA benefits.
  • Assisted in developing new methods and processes for more efficient handling of cases involving complex situations.
  • Compiled data from various sources such as military personnel files, hospital records, legal documents in order to make a determination concerning entitlement or non-entitlement to certain benefits.
  • Analyzed medical reports from physicians and other healthcare providers in order to determine extent of disability due to service connected injuries or conditions.

Veterans Service Representative

US Department of Veterans Affairs, Veterans Benefits Administration
Houston, TX
02.2022 - 05.2022
  • Assisted veterans with applications for benefits and services.
  • Provided information on eligibility criteria and benefit options.
  • Reviewed documents for accuracy and completeness before submission.
  • Coordinated with internal departments to resolve veterans' inquiries promptly.
  • Maintained comprehensive records of veteran interactions and case updates.
  • Educated veterans about available resources and support programs.
  • Assisted veterans in filing disability claims with the U.S. Department of Veterans Affairs.
  • Assisted veterans in preparing forms, documents and applications for benefits.
  • Interviewed veterans and dependents to determine eligibility for federal and state benefits.
  • Provided guidance concerning the appeals process when a claim was denied by the VA or other agency involved in administering benefits.

Supervisory Administrative Specialist

US Department of Commerce, Bureau of the Census
San Juan
05.2020 - 08.2021
  • Planned, organized, and executed administrative functions for assigned office operations.
  • Supervised cost and progress reporting systems along with personnel and payroll activities.
  • Ensured quality output by preparing internal instructions on performance standards.
  • Directed all regional administrative activities, including personnel management and property oversight.
  • Managed procurement of supplies and services through various purchasing systems.
  • Provided leadership in developing operational improvements through analytical reporting.
  • Coordinated projects to enhance administrative efficiency and effectiveness across the organization.
  • Supervised payroll/personnel supervisors and up to 30 clerical employees, guiding performance and training.
  • Developed and implemented HR policies aligned with company objectives.
  • Managed recruitment processes to attract top talent for various departments.
  • Oversaw benefits administration, ensuring compliance with regulations and company standards.
  • Maintained employee records and HR databases for accurate reporting and compliance.
  • Addressed employee relations issues, providing guidance and conflict resolution support.
  • Directed HR programs, policies and processes to improve operational efficiency.
  • Organized orientation sessions for new hires and provided them with onboarding information.
  • Encouraged open communications, promoting positive and pro-employee work environment.
  • Developed hiring and recruitment policies to drive transparent and fair hiring process for selecting candidates on basis of merit and relevance with job.
  • Collaborated with department managers to develop comprehensive training programs that meet the needs of each individual team member.
  • Managed full-cycle human resource operational activities to maximize HR employee performance.
  • Worked with management to create performance measurement, employee development and employee compensation strategies.
  • Implemented organizational change initiatives effectively while minimizing disruption in operations.
  • Used data and analytics to improve company processes for recruitment, selection and onboarding.
  • Assisted in developing succession planning strategies for key positions within the organization.

Administrative Specialist

US Department of Commerce, Bureau of the Census
San Juan
07.2019 - 05.2020
  • Plan, organize, direct, and manage the administrative functions of the Regional Census Center.
  • Directly supervised 5 to 10 clerks, assigned and reviewed work for procedural accuracy, and answered technical personnel/payroll questions through research using federal personnel guidelines, accounting procedures, and manuals, etc.
  • Develop procedural instructions, draft guidance for administrative support functions, and develop spending plans and authorizations, revising them as funds and workloads shift.
  • Coached team members in selecting and applying appropriate problem-solving methods and techniques, providing advice on work methods, practices, and procedures, and assisting them in identifying viable solutions.
  • Determined the best course of action to effect maximum recovery through aggressive follow-up with other departments.
  • Receive and respond to a wide variety of correspondence generated by third parties.
  • Consistently communicates and treats customers in a courteous, tactful, and respectful manner.
  • Actively participate in the planning, scheduling, and conduct of studies, training, programs, and organizational strategies to identify opportunities to improve customer service and quality.
  • Provide a full range of expert technical guidance and consultative services to management and employees associated with the workers' compensation program.
  • Serve as the point of contact for all OWCP (Office of Workers' Compensation Programs) claims submitted from field offices.
  • Provide technical advice and guidance to managers and claimants service-wide on the full range of OWCP issues.
  • Explain the rules and procedures to claimants to help them understand their full rights, options, and obligations.
  • Consult with Staffing, Labor/Employee Relations, EEO Specialists, claimants' physicians, and DOL (Department of Labor) personnel to develop a comprehensive and integrated approach for addressing and resolving case issues.
  • Maintain well-documented electronic and paper case histories, and provide correct data for cost containment recordation.
  • As needed, prepare correspondence on complex, delicate, or highly contested case matters.
  • Develops quality control standards, processes, procedures, and guidance to ensure that quality assurance is incorporated in all human resources activities.
  • Conduct organizational reviews, studies, and Human Capital program evaluations; prepare written findings, and responses to corrective actions.
  • Apply knowledge of federal IIR rules and regulations to ensure compliance with all federal regulations and departmental or organizational policies.
  • Coordinate and facilitate with internal and external parties, such as the Office of Personnel Management (OPM) and the Department of Commerce (DOC), on performance reviews and audits.
  • Provide personnel management services to an assigned organizational unit, or in an assigned functional area.
  • Follow established plans, using good judgment in choosing, interpreting, and adapting guidelines to specific cases or problems, sourcing solutions.
  • Perform HR-related functions with moderate difficulty while applying the use of a number of different, unrelated analytical methods and techniques.
  • Obtain and exchange information, answer questions, explain the basis for personnel decisions, recommendations, and actions, and help further an understanding of the agency's personnel management program.
  • Provide insight into recruitment and placement guidance, policies, processes, and procedures.
  • Develop vacancy announcements that parallel the duties, as well as the knowledge, skills, and abilities requirements identified in the position description, creating crediting plans, assessing and analyzing applicant submissions to determine the qualifications of applicants, and applying a full range of recruitment, placement, and compensation program requirements to assigned actions.
  • Conduct complex, special survey studies that are broad in scope and/or critically impact the resolution of senior executive-level operational issues and problems.
  • Performing limited technical analyses of assigned portions of survey data, and presenting findings and recommendations orally or in writing.
  • Provide advice and guidance concerning the interpretation of policies, rules, and regulatory provisions.
  • Leads a subordinate staff, performing personnel, travel, training, procurement, and other general administrative work.
  • Provide customer service to a variety of internal and external customers, within the Directorate and Bureau.
  • Provide guidance and advice to managers and employees regarding a variety of administrative policies and regulations (e.g., human resources, leave, procurement, property control, training, etc.).
  • Providing guidance and assistance in the areas of scheduling meetings, maintaining calendars, composing and reviewing correspondence, employee training, guidance, and performing activities related to administering time and attendance, ordering supplies, processing procurement requests, and updating and maintaining office files.
  • Assisted in the development and implementation of administrative policies.
  • Created and revised systems and procedures by analyzing operating practices, recordkeeping systems, office layout, and budgetary requirements.
  • Tracked and submitted employee timesheets to prepare for payroll processing.
  • Researched information related to specific projects or topics as requested by management personnel.
  • Updated system to organize office documentation, maximizing efficiency and increasing productivity.

Supervisory Administrator

Uptown Corp.
Aibonito
01.2017 - 07.2019
  • Responsible for planning, organizing, and managing the administrative functions of the Corporation.
  • Direct, coordinate, and manage all administrative activities for the Corp., including coordinating personnel management activities; time and attendance reporting; oversee personal property management; procure supplies, equipment, and services security; safety; record and file maintenance; travel; space management; and, other administrative services necessary for the efficient operation of the Corporation.
  • Supervise a subordinate staff performing personnel, payroll, space, voice communications, and general administrative work.
  • Delegate work to subordinates based on the difficulty of the assignments and each employee's capabilities.
  • Serve as a member of the corporation's management team, providing analytical, planning, and evaluative reports on internal activities or functions such as human resources, fiscal management, travel, space administration, etc.
  • Incumbent provides leadership and overall direction for development and improvement of administrative and operational aspects of the RCC by providing analytical, planning, and evaluative reports on internal activities or functions such as human resources, fiscal management, travel, space administration, etc.
  • Responsible for understanding the organizational structure, programmatic shifts, and resource allocations to function as an advisor to the President and other key management officials in planning and evaluation of administrative programs.
  • Coordinated and directed projects concerned with the development of new and better techniques of administration aimed at improving the effectiveness and efficiency of administrative operations.
  • This involves close liaison with the President, and other managers and supervisors.
  • Responsible for the direct supervision of all payroll/personnel, and indirect supervision of clerical employees engaged in support work.
  • The scope of this responsibility included the planning, development and successful implementation of projects.
  • Delegated work to subordinates based on the difficulty of the assignments and each employee's capabilities.
  • Supervised staff members assigned to the Administrative Office.
  • Planned work to be accomplished by subordinates; sets and adjusts short-term priorities, and prepares overall schedules for completion of work; assigns work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees; evaluates work performance of subordinates; provides advice, guidance, or instruction to employees on both work and administrative matters; interviews candidates for positions in the unit; recommends to the CEO candidates for appointment, promotion, or reassignment to such positions; hears and resolves complaints from employees, referring group grievances and more serious unresolved complaints to the CEO; effects minor disciplinary measures, such as warnings and reprimands, recommending other action in more serious cases to the CEO; identified developmental and training needs of employees, providing or arranging for needed development and training; and, identifies ways to improve production or increase the quality of the work directed.
  • Responsible for assuring proper reporting of all accidents and injuries.
  • Maintained control of all reports, supervise the distribution of report forms and follows up on all delinquent or improper reports.
  • Reported to supervisor all injuries or accidents.
  • Responsible of applying the principles of Equal Employment Opportunity in the area supervised.
  • Take action to be acquainted with the official EEO policy.
  • Applied EEO principles in hiring practices, training, employee development, the utilization of employee skills, advancement, etc.
  • Maintained inventories of supplies and office equipment.
  • Provides technical guidance, advice and counseling to management officials and supervisors to address issues with workforce-related conduct and performance.
  • Provides consultation on associated program areas, such as reasonable accommodation, leave management and actions of a disciplinary or adverse nature.
  • Provide Human Resources advice to management.
  • Executes fund accounting, financial management, and budget actions.
  • Verified proper usage of funds through fund accounting, financial management, and budget action.
  • Used a wide variety of evaluation and analysis tools and techniques.
  • Conducting administrative investigation cases such as misconduct, corruption and fraud involving employees and/or contractors; Identifying and collecting evidence, preparing for and conducting witness and subject interviews; Following up on several separate investigative matters stemming from original assignments.
  • Working with multi-departments to pursue complex investigative matters to their completion.

Lead Disaster Case Manager

Endeavors
San Juan
11.2018 - 06.2019
  • Provide disaster case management services to individuals and families impacted by disasters.
  • The Case Manager is responsible for completing Needs Assessments, developing Service Plans and making appropriate community referrals for additional services.
  • The Case Manager maintains appropriate contact with the client and ensure quality services are provided and that their Service Plan is completed timely.
  • Conduct client outreach and complete eligibility and intake process for each client.
  • Conduct home and community visits with the client to provide on-going support and assistance in applying for and obtaining community resources to meet disaster caused unmet needs.
  • Develop Individual Recovery Plans recovery plan that includes client input.
  • Conduct follow up visits to monitor and assess the effectiveness of services provided.
  • Document comprehensive client background information, case history, updates and progress towards Individual Recovery Plan in both physical and digital files via online software.
  • Prepare reports as requested by Case Management Supervisor or Program Manager.
  • Assist clients in identifying and obtaining available benefits as well as social and community resources.
  • Serve as liaison between family services, medical/psychological health professionals and other contacts to help individuals and families in post-disaster events.
  • Meet regularly with Case Management Supervisor to staff case load.
  • Provide on-going program evaluation and recommendations to the Case Management Supervisor and Program Manager for continuous growth and quality.
  • Provide reports and status for all cases in their portfolio as needed by program demands.
  • Participate in workshops, seminars, education programs and other activities that promote professional growth and development.
  • Serve as a lead for 5-8 Disaster Case Manager's to carry out their duties.
  • Conduct analysis of difficult survivor issues in the recovery statutes, regulations, policies, and procedures that impact the delivery and implementation of recovery regulations and policy.
  • Administer programs and plans impacting the delivery of recovery programs and services to support individuals and households affected by disasters and their efforts to recover through the FEMA Individual Assistance Programs.
  • Analyze organizational or operational problems and developing solutions.
  • Research and prepare proposals for future department-wide performance audits.
  • Provide on-the-job training while coaching and mentoring junior staff.
  • Make recommendations or decisions to approve or decline residential loans and grants; Investigating and evaluating credit histories to determine credit worthiness of individuals or businesses; and Processing applications on web-based computer systems.
  • Apply accepted financial procedures to analyze financial resources to determine an applicant's ability to repay loans.
  • Review all pertinent facts needed to make eligibility determinations by analyzing such factors as the nature and cause of damage, intended use of proceeds, legislative and administrative loan limits, and disposition of insurance and other recoveries.
  • Ensure loan files contain all pertinent documentation to include conversations with applicants and written recommendations or justifications for conclusions.
  • Respond orally and/or in writing to applicants or their representatives.
  • Assisted in determining office effectiveness and efficiency in accomplishing goals and management initiatives and in executing and implementing administrative management actions that support the objectives of the organization to which assigned.
  • Collaborated with program directors to monitor management initiatives, strategic plans, and organizational objectives and program goals.
  • Assisted in analyses of various administrative related data to determine efficiencies, historical trends, and weaknesses.
  • Coordinated with other BC offices on such administrative requirements as information technology management, oversight activities, civil rights data collection, travel arrangements, and other duties as assigned.
  • Assisted in developing the annual plan of work/calendar of events/meetings to plan and project the effective utilization of the organization's resources.

Legal Administrative Specialist

Department of Veterans Affairs
Guaynabo
05.2018 - 11.2018
  • Counsel Veterans, their dependents, and beneficiaries via telephone regarding the full array of benefits available through the Department of Veterans Affairs, as well as non-VA benefits available through other organizations.
  • Assesses with the claimant the short-term and long-term circumstances that might influence a choice between various benefits.
  • Research issues to include direct contact with RO of jurisdiction if warranted, or in the course of research with other Federal or state agencies as necessary.
  • Follows up with the veteran or caller on results of research.
  • Explain the types of documents necessary to facilitate timely processing of claims and provides assistance in obtaining and completing such documents and forms based on the type of claim being submitted.
  • Explain decisions and reasons for the decisions made by the VA and communicates verbally or in writing this information to the claimant.
  • Advises regarding the right to appeal decisions and explains the appeal process.
  • Responsible for checking the Inquiry and Routing System (IRIS) email inquiry destination mailbox, reviewing inquiries and responding to inquiries using the FAQ knowledge base to supply a standard response.
  • Responsible for the research and development of information into missing government checks initiated by the Department of Veterans Affairs Compensation and Pension program.
  • Receive and prepare replies to general correspondence regarding Veterans and their dependents.
  • Identify needs of people seeking social services and refers them to appropriate non profit or government organizations supplying such services.
  • Explain laws and regulations governing fiduciary responsibilities to veteran, beneficiary and fiduciary.
  • Serve as a primary contact for the veteran and his/her representative or advocate, and as the decision-maker for compensation or pension claims.
  • Explain the full range of veterans' benefits and all related programs.
  • Make determinations as to eligibility for the type of benefit sought and fully analyze, develop and request required evidence for certain claims requiring a rating decision.
  • Decide the necessity for and type of examinations, reexaminations or opinions in order to determine the existence of or to evaluate disabilities resulting from disease or injury.
  • Develop comprehensive requests for examinations/opinions in order to ensure that appropriate evidence is received from which to adjudicate the claim.
  • Prepare correspondence to members of Congress and special interest groups on case assignments and other 'controlled' correspondence.
  • Rotate through the Cross-Functional, Intake Processing Center, Direct Contact, Appeals, and Quality Review teams in order to gain experience in all aspects of the Transformation Initiative.
  • Utilize various electronic data processing (EDP) systems for inputting data related to claims adjudication, processing, monitoring and correspondence preparation.
  • Act as an advocate for veterans and their beneficiaries in their dealings with other VA elements and organizations that affect their claims.
  • Counsel Veterans, their dependents, and survivors via telephone, email, video, or chat.
  • Explain legal provisions, regulations, and related administrative practices and their application to specific cases.
  • Provide information on VA benefits and rights.
  • Assist individuals in providing needed documents and required evidence.
  • Initiate inquiries to resolve errors, delays, or other problems in obtaining benefits.
  • Perform claims related work.
  • Respond to general correspondence and email inquiries.

Bilingual Intake Advocate

Department of the Treasury - National Taxpayer Advocate
Guaynabo
05.2016 - 05.2018
  • Assisted taxpayers in understanding their rights and responsibilities under tax laws.
  • Reviewed complex tax cases for compliance with regulations and taxpayer needs.
  • Developed outreach materials to educate the public on available taxpayer resources.
  • Collaborated with internal teams to resolve taxpayer issues promptly and effectively.
  • Conducted training sessions for staff on best practices in taxpayer advocacy.
  • Monitored legislative changes impacting taxpayer rights and communicated updates accordingly.
  • Facilitated meetings with stakeholders to discuss challenges faced by taxpayers nationwide.
  • Advised clients on the best course of action to take in a legal matter.

Education

High School Diploma -

Esc. Bonifacio Sanchez Jimenez
Aibonito, PR
05.2006

Some College (No Degree) - Human Resources Management

NUC University
Bayamon, PR

Some College (No Degree) - Accounting

Universidad Interamericana De Puerto Rico
Barranquitas, PR

Skills

  • Recruitment strategies
  • Employee relations
  • Workforce analytics
  • Compliance auditing
  • Policy development
  • Human capital management
  • Performance management
  • Labor law knowledge
  • Strategic planning
  • Conflict resolution
  • Effective communication
  • Team collaboration
  • Leadership development
  • Training facilitation
  • Problem solving
  • HR services
  • HR policies and procedures
  • HR information systems
  • Talent management
  • Succession planning
  • Compensation planning
  • Data evaluation
  • Organizational development
  • Policy interpretation
  • HR compliance
  • Staff supervision
  • Training delivery
  • Data analysis
  • Project management assistance
  • Project management experience
  • HR strategy development
  • Recruitment and selection
  • Employee relations management

Websites

Languages

Spanish
First Language
English
Proficient (C2)
C2

References

References available upon request.

Timeline

Human Resources Specialist

US Department of Veterans Affairs, Veterans Health Administration
03.2023 - Current

Rating Veterans Service Representative

US Department of Veterans Affairs, Veterans Benefits Administration
05.2022 - 03.2023

Veterans Service Representative

US Department of Veterans Affairs, Veterans Benefits Administration
02.2022 - 05.2022

Supervisory Administrative Specialist

US Department of Commerce, Bureau of the Census
05.2020 - 08.2021

Administrative Specialist

US Department of Commerce, Bureau of the Census
07.2019 - 05.2020

Lead Disaster Case Manager

Endeavors
11.2018 - 06.2019

Legal Administrative Specialist

Department of Veterans Affairs
05.2018 - 11.2018

Supervisory Administrator

Uptown Corp.
01.2017 - 07.2019

Bilingual Intake Advocate

Department of the Treasury - National Taxpayer Advocate
05.2016 - 05.2018

High School Diploma -

Esc. Bonifacio Sanchez Jimenez

Some College (No Degree) - Human Resources Management

NUC University

Some College (No Degree) - Accounting

Universidad Interamericana De Puerto Rico

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Luis Arroyo