Professionally & empathetically greet phone & face-to-face customers inquiring about their specific desires.Utilize extreme critical thinking to ascertain customer's unknown / unspoken needs.Accurately screen applicants for Social Security Retirement, Survivors, Disability and Supplemental Security Income benefit qualifications.Answer daily inbound calls addressing customer inquiries, problem-solving and providing detailed information about the many Social Security programs.Provide assistance with wages and earnings inquiries, benefit underpayments, overpayments, payment remittances and processing social security card applications.Mastery of inter-agency software, programs and other electronic systems which facilitate most of my daily required workflow.Continually research regularly updated Federal government policies for implementing procedural accuracy.Develop trusting relationships with customers in order to provide a superior quality of service.

Self-managed the daily operations and itinerary of the unit's Senior Warden, two Assistant Wardens and clerical staff.Composed/proofed a variety of Excel spreadsheet reports on a weekly/monthly basis for routine submissions to upper-level executives statewide.Interacted daily with T.D.C.J. staff ranging from Board of Directors Executives, Regional Directors, mid-level management, clients, partners, vendors & visitors.Coordinated the scheduling of conferences, events & staff meetings; record/distribute minutes for the same.Organized & managed travel arrangements, hotel/vehicle accommodations, travel expense reports for the Senior Warden, visiting State officials & auditors and newly-promoted supervisors.Utilized inter-agency software system to rapidly respond to regional/state executives' short turnaround queries, deadlines & project proposals.Coordinated the proper & timely responses to T.D.C.J. agency Ombudsman queries.Prepared end-of-month Excel budget reports/financial statements covering several categories & departments.Keyed Warden's employee time on a weekly basis using T.D.C.J.'s agency software (PPS-Payroll/Personnel System).Played a major role in the Warden's administration achieving an excellent rating in the Divisional Level Operational Review (a National audit which occurs every three years).Coordinated annual fund-raising activities for the entire Unit during the annual State Employees Charitable Campaign (SECC) each year in September & October.Exemplified trustworthiness in maintaining/protecting proprietary & confidential documents, subject matter and social circumstances.

Successfully supervised, assisted & scheduled the daily responsibilities of 8 clerical employees who maintained nearly 3000 offender files.Actively trained new employees on all departmental policies & procedures.Determined & prepared work schedules, assigned duties and expedited work flow on a weekly/monthly basis.Examined work for accuracy and conformance to stringent Agency standards.Expedited communication between upper-level management and clerical staff.Maintained departmental supply budget.Spearheaded/supervised the agency's annual State Employees Charitable Campaign (SECC) fund-raising activities for the Classifications, Count Room & Offender Records departments.Created/developed multiple forms and documents which increased the fluidity and efficiency of daily clerical operations.

Utilized T.D.C.J.'s inter-agency software (PPS-Payroll / Personnel System) to key, correct & maintain employee time balances.Answered employee inquiries regarding all matters relevant to employment law, pensions, benefits, agency policies & procedures, worker's compensation regulations, general/medical leaves, FMLA, etc...Assisted HR management with recruitment & selection processes; conducted onboarding procedures and reference checks as well as exit interviews upon employee releases or dismissals.Maintained calendars & appointments of senior HR team members whilst providing general administrative and clerical support.Generated & maintained yearly performance evaluations; scheduled employees' annual security trainings and documented completions.Employed stringent confidentiality standards regarding employee records & personal information.Participated in internal trainings & development sessions.Maintained, stored, packaged & shipped supplies for the HR department.

Received inbound calls from residential customers & utilized corporate software to make payment arrangements & phone payments by check/credit card.Utilized several factors to determine customers' credit eligibility, resulting in payment extensions, service activation/disconnection, service restoral/interruption.Performed accounts payable/receivable functions.Reconciled bankruptcy accounts for residential and commercial clients.Prepared/proofed Excel spreadsheet reports for upper-level management.Managed assigned accounts, checked for payments on outstanding/pending claims and contacted appropriate parties to collect payments.Served as a Manager's Assistant (from May/2005-Dec/2007), supporting a staff of 27 representatives, resolving escalated calls regarding customer dissatisfaction, lost payment claims, unsatisfactory products & services, etc..Employed a high level of confidentiality and sound judgement in providing effective, premium customer service.Utilized corporate-provided continuing education & training to increase management knowledge & proficiency.

Received inbound calls from commercial clients & utilized corporate software to make payment arrangements & phone payments by check/credit card.Determined client's credit eligibility resulting in payment extensions, service activation/disconnection, service restoral/interruption.Performed accounts payable/receivable functions.Prepared Excel spreadsheet reports for upper-level management & financial summaries for commercial clients' review.Employed a high level of confidentiality and sound judgement in providing effective, premium customer service.