Her Story
About Felicia
I've been with the VA since 2016, starting as a contact representative and working my way up through sheer determination and countless hours of extra training and studying. I didn't have a college degree, so I had to claw my way and work to get everything I know, never giving up until I mastered it. After 7 years as a contact representative, I was promoted to lead, where I helped train new representatives on how to talk to veterans and their families and gather information accurately. Just one year later, I became a supervisor. Now I oversee 14 agents in the Enrollment Case Management department under the Health Eligibility Center. My responsibilities include timekeeping, payroll, processing paper applications for veterans enrolling in VA healthcare benefits, running weekly performance stats, conducting monthly performance meetings, and participating in special projects like interviewing new prospects where we process anywhere from 25 to 72 candidates. My days are always full and non-stop, but what drives me is helping people. I started my career as a CNA helping older people in nursing homes, and that passion for service led me to the VA. I actually worked at the VA through a contract company starting in 2013 doing CNA work, but kept applying for the actual job. I got my supervisor experience at General Dynamics under the Affordable Care Act, where I was pulled into a supervisor role in just 4 months. When the VA finally called me in 2016, I accepted and haven't looked back.
Her Interview
Ten minutes with Felicia
01What do you attribute your success to?
I attribute my success to working with the agents under me and guiding them to provide them with the skills and confidence they need to venture out and apply for higher positions. I had one agent who really worked my nerves at first, but he just clung to me. I guided him and let him know that if he performed his job and did the right thing, if his reports and progress matched what he was supposed to be doing, I had no problem vouching for him and giving him a referral. I told him, you don't have to like me, but just respect me enough to give me a chance to help you. And it worked out real good. He now works for Workforce Management doing scheduling. That's what I'm most proud of - helping people grow and succeed.
02What’s the best career advice you’ve ever received?
The best career advice I've ever received is to fight for what you want and never give up.
03What advice would you give to young women entering your industry?
The advice I would give young women entering is to always listen to people with knowledge. The people that have knowledge that you're coming in behind, you have to listen to that knowledge and let them guide you through the department you want to go through, whatever department that may be. Even in life, like with our kids, I can tell my kids about life experiences that I've been through so they don't have to go make those mistakes. And, kid you not, they'll go make them anyway. But listening to someone that has more knowledge than you, or that has lived years above you, they have the knowledge because they've been through that. Been there, done that. Don't go do what I did.
04What values are most important to you in your work and personal life?
In my work and personal life, honesty is always my most important value. You have to be honest. I do not like a liar. That's one of my pet peeves. Some people will tell a lie to cover up another lie, and then they'll just keep lying until it gets caught up with them. I don't like a thief, and I don't like a liar. I also believe in having a spiritual balance, because on our job and even in life, things can get hectic, and if you think you could do it by yourself, you got another thing coming. I have to look for something that's greater than me, and I choose to call him God.
Keep Exploring
More Influential Women · Texas
Join Influential Women and start making an impact. Register now.