As a GS-8 I have acquired the experiences documented below: -Represent Social Security Administration to the public, maintaining a positive, professional attitude while assisting customers.-Utilize investigative skills while navigating through several computer software programs to identify customer needs/problems. -Educating on Social Security/Supplemental Security Income polices and legal regulations.-Process Supplemental Security Income benefits entitlement, computations, and payment discrepancies.-Conduct skillful telephone interviews and ascertain information from claims filed, SSA queries and Internet/intranet applications to clarify, verify and explain entitlements and appeals info.-Explain technical aspects of all SSA programs, furnishing advice or instructions relevant to the individual, supplying forms and pamphlets, setting up claims appointments offering service options ideal for the customer, escalating cases as needed.-Utilize MS Office software i.e. MS Word for a professional presentation of documents to the public; MS Outlook for paperless, internal communications; and MS Excel for work organization; Internet Explorer for program related research including referring to SSA public website as well as other government internet sites to assist the customer-Research & interpret SSA/SSI laws, regulations through Policynet/POMS/TSCOG/CHIP and other government research computer aids.-Investigate and resolve systems identified discrepancies as well as errors unidentifiable by the system.-Adjudicate SSI Abbreviated claims applications, analyze and make determinations of SSI ineligibility. -Research of major benefits such as RSI,SSI, Medicare program eligibilities while advising and assisting customers filing for benefits, providing necessary documentation to complete and advising on supporting evidence to submit.-Process post-entitlement changes and multiple system inputs while consistently meeting and exceeding all goals and requirement.

-Correspond with customer's who submit inquiries via the company website via email-Negotiating with customers to prevent next level escalation to the executive office-Work with the Executive Relations team to ensure consistent policy adherence; handle escalated issues-Submit policy and process improvements-Customer callbacks to troubleshoot equipment and account provisioning-Provide management with feedback regarding the implementation of new processes, applications, and ideas-Facilitate trainings regarding company policy updates and revisionsBUSINESS SUPPORT MAINTENANCE COORDINATOR - 2006 - 2009Provide email support for corporate customer's through the Work Flow Manager system; processing 70+ orders single lines or 250+ orders/ day for projects-Service and maintain large corporate accounts with high order volumes with 90% transactional accuracy.-Act as a point of contact for sensitive “White Glove” (high priority) accounts-Train and assist team members with meeting the expected service levels for special projects-Provide feedback regarding the implementation of thin client devices-Rework corporate customers’ invoices-Process large scale equipment orders of 10,000+ lines within service level requirementsCUSTOMER SERVICE REPRESENTATIVE 2005 - 2006Handled inbound customer calls assisting with resolving billing concerns, Tier One troubleshooting for both service (provisioning) and equipment, and explain products and services-Accommodate customer's with first call resolution-Act as a team point of contact in regards to systems expertise-Aid in special projects such as follow ups and transition (training assistance)-Efficiently utilize billing systems and maintain knowledge of codes required to properly provision accounts-Serve as a liaison between systems teams, management, tech support and other organizations while serving on special teams designed to improve both internal and external customer applications, systems, and processes