● Led customer service projects from initiation to closure, collaborating with cross-functional teams to identify customer needs, establish project goals and objectives, and develop project plans and schedules. ● Managing and resolving technical inquiries and issues from customers via phone, email, and chat using a ticketing system, resulting in a 98% customer satisfaction rating. ● Utilizing active listening skills to identify customers' needs, demonstrate empathy and professionalism, and provide clear and concise explanations of technical issues and solutions, resulting in high customer satisfaction. ● Monitoring project risks and issues, developing and executing risk mitigation strategies, and escalating issues to senior management to ensure timely and effective resolution. ● Performing analytical studies of projects affecting major program areas, including policies, program objectives, operations, procedures, and resource use. ● Assisting beneficiaries and the general public in person, by telephone, or in writing. ● Conducting interviews to determine the nature of the caller's question or issue, explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs. ● Ensuring information is secure, PII protected, and all the claimant's information is safe.

● Provided expert service and advocated for the best solution to their problems. ● Minimized customer dissatisfaction while showing high passion and energy when problem-solving. ● Demonstrated comprehensive skills and a trusted adviser to customers. ● Maintained accurate records of customer interactions using a ticketing system, ensuring that all relevant information was captured and shared with the appropriate team members to ensure timely and effective resolution of issues ● Managed and resolved technical inquiries and problems from customers via phone, email, and chat using a ticketing system.

● Provided service and support to executive leadership and subordinate agents in all aspects of standard operating procedures and best practice guidelines. ● Partnered with training and development to provide on-the-job training and best practice guides for new hires and associates needing refresher training. ● Provided expert-level technical support to customers via inbound and outbound calls, addressing various complex technical issues related to hardware and software applications, resulting in a 95% first-call resolution rate. ● Managed project budgets, tracked project expenses, and reported project status to stakeholders, ensuring that projects were completed on time, within budget, and to the customer's satisfaction. ● Used internal product knowledge and policies to recommend products, services, and solutions to customers. ● Utilized active listening skills to identify customers' needs, demonstrated empathy and professionalism, and provided clear and concise explanations of technical issues and solutions, resulting in high customer satisfaction. ● Delivered world-class service and customer education at every interaction, consistently exceeding service and quality metrics. ● Coordinated and led project meetings; provided regular project updates to stakeholders and facilitated effective communication and collaboration among project team members to ensure project success. ● Set up service and accounts for new and existing customers; determined and explained monthly service charges. ● Documented all customer transactions and correspondence in the internal Customer Relationship Management System and resolved billing and account discrepancies. ● Consistently exceeded sales, service, and quality metrics. ● Monitored project risks and issues; developed and executed risk mitigation strategies and escalated issues to senior management as needed to ensure timely and effective resolution.