Contact Representative Policy Research Analyst Resume Example

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

Knowledgeable and dedicated policy research professional and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude. Proficient in using independent decision-making skills and sound judgment to positively impact agency success. Expert at providing relevant information and options to effectively resolve issues.

  • Strong Analytical Skills
  • High attention to detail
  • Data analysis
  • File management
  • Data collection and organization
  • Policy compliance understanding
  • Reporting skills
  • Data integrity
  • Federal and state regulations
  • Policy analysis
  • Document review
  • Auditing experience
Work History
05/2016 to Current Contact Representative-Policy Research Analyst Social Security Administration, SSA | City, STATE,
  • Research and determine eligibility and entitlement factors for Retirement, Survivors, Disability, and Medicare programs.
  • Consistently display problem solving and analytical skills by identifying and responding to technical post entitlement issues
  • Perform extensive research in law and policy in order to accurately resolve claimant discrepancies
  • Utilize strong oral and written communication; adept at conflict resolution; respond to inquires and assist an average of 350 members of the public weekly.
  • Educates claimants on agency systems and programs, form completion, and access to services.
  • Efficiently and effectively draft and edit written correspondences to claimants, attorney representatives, and non-attorney representatives.
  • Utilize SSA systems to search for discrepancies and resolutions; apply various research tools made available to assist in interpreting and explaining SSA policy.
  • Engage in continuous learning and development opportunities to promote continued performance improvement.
  • Provide mentoring and technical training regarding SSA programs and automated systems to staff.
  • Present recommendations to improve communication effectiveness of policies and procedures while providing clear and concise verbal instruction to create consistent work environment that promotes, ensures, and complies with security measures of agency.
  • Performs assigned duties with integrity and in accordance with policy, promoting agency goals and values.
  • Drafts and presents reports outlining policy actions.
  • Verifies client information by analyzing existing evidence on file.
  • Observe strict procedures to protect sensitive public information, including medical records and personal identifiable information (PII).
  • Creates spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Interpreted data and made recommendations from findings.
  • Liaised with risk management, internal audit and employee services departments to direct compliance issues to appropriate channels for investigation and resolution.
  • Monitored compliance with processes, policies, procedures and standards
08/2014 to 05/2016 Research Graduated Assistant Western Kentucky University Political Science Dept | City, STATE,
  • Academic research conference presenter at two national conferences and 1 international conference
  • Researched information regarding subjects of public policy to assist professors with academic pursuits.
  • Analyzed acquired information and presented to professors.
  • Assisted faculty members with data collection for potential academic publications.
  • Oversaw groups of over 20 students and assisted with academic projects.
  • Prepared literature for reports, presentations or submission to peer-review journals.
  • Supported department members with administrative, research and academic assistance.
  • Wrote and edited data collection forms and questionnaires.
  • Liaison for faculty and students to answer questions and optimize faculty time.
  • Contributed to professionally-written scientific paper for publication.
  • Performed statistical, qualitative and quantitative analysis.
  • Prepared materials for reports, presentations and submission to peer-reviewed journal publications.
  • Recorded expenses and maintained accounting records.
06/2014 to 08/2015 Intern and Assistant Economic Development Coordinator Barren River Area Development District | City, STATE,
  • Prepared reports using statistics, charts and graphs to illustrate planning studies in areas such as population, land use or zoning in accordance with Farmland Protection Policy Act.
  • Performed duties in accordance with all applicable standards, policies, and regulatory guidelines to promote safe working environment.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Orchestrated and carried out surveys to understand traffic patterns, land use, and local issues to inform decision-making related to planning projects.
  • Community Development Block Grant payroll examiner; grant and contract management.
  • Worked independently in support of Community and Development Planning Specialist and Regional Transportation Specialist.
  • Reviewed and finalized correspondences prepared by other office staff for typographical errors, grammar, and format.
  • Screened and managed minimum of 50 telephone calls daily to determine nature of call and directed it to appropriate office staff.
  • Identified opportunities and developed plans for sustainability projects and programs to improve energy efficiency, minimize pollution or waste or restore natural systems.
  • Managed economic development projects in addition to focusing on urban planning.
  • Orchestrated and carried out surveys to understand local issues on transportation and inform decision-making related to planning projects.
  • Prepared reports using statistics, charts and graphs to illustrate planning studies in areas such as population, land use or zoning.
Expected in 08/2016 Master of Public Administration | Western Kentucky University Bowling Green, Bowling Green, KY, GPA:

Course work includes Elements in Public Admin Public Policy, Analysis Internship with Barren River Area Development District, Seminar in Public Sector Organization Public Personnel Admin, Administrative Law Ethics and Bureaucracy, Seminar in Public Administration, Government Financial Administration, Public Policy Evaluation, and Nonprofit Grant Writing.

Expected in 08/2014 Bachelor of Arts | Political Science, Performing Arts Administration Western Kentucky University, Bowling Green, KY, GPA:
  • Association for the Study of African American Life and History- Branch Charter Member and President Aug 2013-May 2016

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Resume Overview

School Attended
  • Western Kentucky University Bowling Green
  • Western Kentucky University
Job Titles Held:
  • Contact Representative-Policy Research Analyst
  • Research Graduated Assistant
  • Intern and Assistant Economic Development Coordinator
  • Master of Public Administration
  • Bachelor of Arts

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