branch chief resume example with 18+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Professional Summary

[Job Title] with over [Number] years of successful experience in [Skill] and [Skill]. Recognized consistently for performance excellence and contributions to success in [Industry] industry. Strengths in [Skill] and [Skill] backed by training in [Area of study].

Enthusiastic [Job Title] eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of [Task] and [Task] and training in [Skill]. Motivated to learn, grow and excel in [Industry].

  • Effective prospecting
  • Interpersonal Communication
  • Documentation
  • Multitasking abilities
  • Planning and Coordination
  • Teambuilding
  • Relationship-Building
  • Troubleshooting
  • Organization and Time management
  • Written Communication
  • Product and service knowledge
York College Of The City University Of New York Jamaica, NY Expected in Bachelor of Science : Gerontology - GPA :
  • Supervised team of [Number] staff members.
  • Documented and resolved [Issue] which led to [Results].
  • Collaborated with team of [Number] in the development of [Project name].
Work History
Department Of The Interior - Branch Chief
Dulce, NM, 02/2017 - Current
  • Directs the planning, development and carrying out of analyses to assess the effectiveness of the Retirement Survivor and Disability Insurance (RSDI) and Supplemental Security Income (SSI) programs and operations identifying trends and problem areas that require action by management.
  • Directs the formulation of corrective action recommendations in collaboration with Office of Analytics, Review, and Oversight (ARO) Director providing weekly briefings on developments in the RSDI and SSI quality review program.

· Monitors effectiveness of Quality Review (QR) processes for evaluation of operational trends and recommends proactive strategy adjustments to maintain alignment between performance and objectives; Oversees a review process that promotes the identification of improper payments.

· Assess Branch performance by analyzing variances from National accuracy target levels and implement action plans for improvements; Directs and coordinates the preparation of the Quality Review Branch's workplans and recommends items for inclusion in ARO workplan documents. Monitored component activity to verify quality, delivery schedule and conformance to customer and agency specifications.

· Directs the management of workloads, resources, administrative and personnel activities in support of operational objectives of ARO;

· Furthers equal employment opportunity by demonstrating fairness and diversity in selection decisions, assignments and developmental opportunities, recognition of employee achievements, fair treatment and sensitivity of all minority group employees and developmental needs. Recruited and hired qualified candidates to fill open positions.

· Maintained ongoing system for development, recruitment, recognition, and retention of Quality Review Analyst and Program Leads.

· Promote and provides a safe work environment and ensures the security and integrity of Agency records, information, facilities, equipment, operational activity, and business processes.

· Monitor and review semi-annually individual performance discussions to assess or improve weaknesses; performance discussions to assess performance, expectations, progression, as needed.

· Conducts thorough, deductive analysis of study results or case reviews to recommend changes and/or enhancements to existing agency policies and/or procedures aimed at promoting increased overall quality and the reduction of improper payments. Generates reports to assess performance and adjust.

· Provides effective coaching and support to promote formation and use of employee suggestions and innovations aimed at reducing or avoiding improper payments.

· Establishes and/or conducts collaborative quality projects to promote increased accuracy, cost savings, efficiency, and to reduce improper payments.

· Drove funding of RSDI program by verifying entitlement and payment accuracy goals and implementing plans to correct deficiencies.

· Solicit feedback from customers to implement component and program operational changes; Ensures staff is well-informed about the nature and progress of change, provides opportunities for employees view sharing and appropriate consideration given to promote positive and engaging environment for all, maximize customer satisfaction and streamline procedures.

· Collaborate with Regional Directors to establish alternative performance measurement standards as part of the comprehensive Performance Assessment Communication System.

· Led workgroups to improve existing customer relationships through communication enhancements and marketing strategies.

· Leads staff meetings for team of 33 QRA and team leads to communicate management and Agency directives.

Pnc Financial Services Group, Inc. - Program Quality Analyst
Hopewell, NJ, 02/2015 - 02/2017
  • Led [Number] [Type] process improvement projects to help operations meet and exceed quality standards and reduce costs.
  • Performed root cause analysis through [Action] and [Action].
  • Partnered with management to create, develop and implement quality initiatives, resulting in [Result].
  • Crafted training materials and ran on-boarding sessions to train [Number] incoming team members.
  • Developed and maintained quality assurance procedure documentation.
  • Developed [Number] test scripts utilizing comprehensive business requirements, functional documentation and processes.
  • Kept inspection journals and daily summary logs as required.
  • Developed monthly, end-of-quarter and other statistical reports, including analysis for leadership team and for quality improvement program outcomes studies.
  • Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
  • Collected and analyzed activity data and initiated, developed and recommended improvements to systems, processes and procedures to increase productivity and reduce cost.
  • Collaborated with management to provide training on improved processes and assist with creation and maintenance of quality training.
  • Inspected, verified and documented quantifiable characteristics of finished goods, comparing against customer specifications and company quality standards to achieve acceptable product.
  • Halted production line in case of major non-compliance of specifications, standards or quality discovered during inspection process.
  • Used [Software] to create presentations, flowcharts and graphs to prepare for various meetings.
  • Provided regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership.
  • Created and revised procedures, checklists and job aids to reduce error disputes by [Number]%.
  • Provided analytical, planning and coordination support on projects as assigned, reviewing, interpreting, analyzing and illustrating data to stimulate and support enlightened decision making.

· Serves as a quality review analyst and technical authority to OFSO management by providing technical advice on high level complex DI, RSI and/or SSI program issues.

· Serves as a national resource on projects and studies having relevance to the research, interpretation, development, evaluation, implementation and modification of operating policies and procedures for quality review.

· Manages projects and ad hoc teams created to conduct special studies and field site/national projects. Represents members of the team or teams in negotiations with Field Site or Central Office staff to develop acceptance and appropriate implementation of the recommendations. Recommendations may involve policy changes, operational workloads, and systems modifications.

· Develops methodology, instructions, and sample size for national studies; consults, negotiates, and coordinates study design and participation between headquarters and regions.

· Participates fully in high level management meetings in providing advice and assistance to the Director and other managers in planning, formulating, and implementing the regional work plan. This includes determining resource requirements, prioritizing component assignments, etc., to ensure that short- and long-range organizational goals are met.

· Provides technical advice on and evaluates various aspects of the RSI or SSI QA program for effectiveness. Makes recommendations for improvements in program systems and DDS/FDCPS/FO/PSC/ODAR determination processes.

· Provides technical advice on and evaluates various aspects of the DI, RSI and/or SSI QR programs in support of field site operations and workloads.

· Coordinates and/or conducts special studies and projects that are national or regional in scope and interest and may involve components outside of OQP and/or agencies/entities outside of SSA or the Federal government.

· Research complex and technical questions to answer questions for examiners/specialists performing quality reviews.

· Completes complex quality reviews and vocational assessments as part of normal samples or special projects and studies.

· Performs a variety of second level in-line and end-of-line review of examiner/specialists’ work. Prepares associated review forms summarizing review outcomes that are shared with reviewers, their team leaders, and their supervisor. Returns cases for required corrective actions.

· Maintains program and administrative reference materials, project files, and relevant background documents and maintains current knowledge to answer questions from quality reviewers and support staff.

· Provides mentoring to new reviewers and, when necessary, experienced reviewers in application of quality review principles and caseload management techniques. Provides reviewer’s supervisor with feedback of mentoring process and results of mentoring.

· Provides technical knowledge in serving as field site representative on component cadres, task forces and other specialized workgroups.

· Provides office-wide training and individualized training as needed on a variety of issues including new policies and procedures and locally identified training issues.

· Provides technical guidance in the development and revision of data stores and automated systems requirements used to appraise or implement program and operational policies.

· Prepares oral and written reports, background, and position papers and conducts briefings for management including the Associate Commissioner.

· Provides advice and assistance to the Office Director or other managers in planning, formulating, and implementing the component work plan.

· Applies technical expertise in analyzing, evaluating, and validating data and results of reviews for accuracy and consistency of interpretation.

· Applies technical expertise in reviewing and approving the substance of reports, decisions, case documents, contracts, or other action documents to ensure they accurately reflect the policies and position of the organization.

· Gathers information, serves on intra‑agency and SSA‑wide committees, task forces, and workgroups, and maintains current knowledge of activities that cross organizational lines.

· Assists in the case review and analysis of sample reviews.

· Reviews and comments on proposed technical instructions and procedures necessary to implement new or revised QR program policies and guidelines.

· Reviews and comments on the agency's Operational procedural instructions and processes.

· Integrates comments on new or revised QR programs and policies and agency Operational procedural instructions and processes to formulate office response to such inquiries.

· Provides technical advice and direction for Disability Case Adjudication and Review System (DICARS) inquiries and releases; disability review training; DI/RSI and/or SSIQR; DQR/EQA/Web-based applications; eDIB; litigation data collection and research and review of disputed issues.

· Assists management in coordinating and conducting tasks, necessary to operating the office in compliance with health, safety and other SSA operational rules and regulations.
Evaluates and makes recommendations OFSO field management to improve processes and procedures to monitor the effectiveness, efficiency and productivity of the program segment or organization, as directed.

· Works on the design of automated systems and procedures which are adopted by CO and other regions. Develops issues and comments with respect to OQP automation initiatives, which are incorporated by CO into the final products. Develops requirements, standards, policies and overall design of national data systems.

· Develops strategies for implementing legislation and national policies at the field site level. Develops instructions and guidance for field staff on implementing national policy initiatives. Provides advice and guidance to OFSO field site management on a variety of projects and initiatives. Provides technical assistance to field site staff on a continuous basis.

· Prepares a variety of administrative and/or program assignments in support of the agency's national mission and field site responsibilities. As the work, workforce and workload change, the incumbent may be assigned added tasks, actions, studies, projects, initiatives and/or assignments to assist in accomplishment of field site workloads. These may be short term or continuing assignments and may cut across existing regional team, section, or other organizational lines.

· Researches and applies a range of qualitative and quantitative methods to identify, analyze and improve the accuracy, effectiveness, efficiency, and work products.

Social Security Administration - Quality Review Analyst
City, STATE, 02/2008 - 02/2015
  • Managed processing of all benefits applications, including those for financial assistance and food stamps.
  • Reviewed applications for different aid programs and determined which qualification criteria for individuals.
  • Scheduled appointments with applicants to gather information and explain benefits processes.
  • Documented all communication with applicants and inputted information into system using [Software].
  • Developed extensive fact-checking and research skills as result of continuously reviewing different programs and options.
  • Communicated with people from various cultures and backgrounds on application process.
  • Determined root cause of deviations and non-conforming results and implemented appropriate corrective and preventive actions throughout product development process.
  • Interpreted test results by comparing to established specifications and control limits, making recommendations on appropriateness of data for release.
  • Monitored testing procedures and verified performance of tests according to established item specifications and protocol.
  • Adhered to safety and clean area procedures to comply with agency and regulatory mandates.
  • Inspected [Product or Service] and compared against standards to meet regulatory requirements.
  • Developed and audited practices, programs and reporting system metrics for optimal efficiency.
  • Performed visual assessment of products to evaluate conformance with quality standards.
  • Documented and executed detailed test plans and test cases and summarized and logged audit findings for reporting purposes.
  • Conducted investigations into questionable test results.
  • Identified and resolved variances to bring products in line with requirements.
  • Drafted technical documents such as deviation reports, testing protocol and trend analyses.
  • Conducted data review and followed standard practices to find solutions.
  • Conducted analyses of both in-process and completed [Type] materials, components and products.
  • Recorded and organized test data for report generation and analysis.
Social Security Administration - Supervisor Teleservice Representative
City, STATE, 02/2003 - 02/2008
  • Oversaw and optimized work of 56 Teleservice Representatives performing high-quality customer service work.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Devised innovative strategies to improve customer satisfaction scores and meet company goals.
  • Prepared daily [Type] reports to assist business leaders with key decision making and strategic operational planning.
  • Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Supervised and guided new employees on [Task] and responded quickly to questions, which improved understanding of job responsibilities.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Executed on-time and under-budget project management on complex issues while updating customers on technician availability.
  • Interceded between [Job title]s during arguments and diffused tense situations.
  • Actively supported [Job Title]s and [Job Title]s by quickly responding to questions via phone and email and finding appropriate solutions to [Type] issues.
  • Managed department call volume of [Number] calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Organized [Type] meetings for [Job title]s and coordinated availability of conference rooms for participants.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
  • Codified office structures and processes to promote teamwork and performance.
  • Assessed and authenticated customer exchanges, voids and returns.
  • Supervised [Number] [Job title]s in providing excellent customer service to callers requiring assistance for [Type] and [Type] issues.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Kept abreast of new company products and services to effectively answer questions and resolve complaints.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Monitored customer service operations to assess agent performance and provide feedback.
  • Coordinated individual duties after careful evaluation of each [Job title]'s skill level and knowledge.
  • Order of the Eastern Stars-Freemason
  • Federal Manager Association

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Resume Overview

School Attended

  • York College Of The City University Of New York

Job Titles Held:

  • Branch Chief
  • Program Quality Analyst
  • Quality Review Analyst
  • Supervisor Teleservice Representative


  • Bachelor of Science

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