Customer Service Representative Resume Example Social Security Administration

CUSTOMER SERVICE REPRESENTATIVE

Summary

Profoundly versatile professional with experience in providing excellent customer service, polished oral and written communications skills and well-developed interpersonal skills. Skilled at building strong working relationships with all levels of personnel (senior-level management, colleagues, and clients) in a professional, courteous, and effective manner. Highly flexible and hardworking individual with a drive to succeed.

Experience

Customer Service Representative10/2017 to CurrentSocial Security AdministrationAuburn, WA

Full-time: 40 hours per week
Performed meaningful, public service oriented work providing telephone advice and assistance to recipients of and applicants for Social Security benefits, including the elderly, the disabled, and the disadvantaged.
Provided explanations to regulatory provisions and advisement on requirements for obtaining benefits or continuing eligibility and/or entitlement to benefits.
Investigated and initiate corrective action on delays or errors and explain determinations on individual cases and appeal procedures.
Routinely furnished answers to questions about Social Security laws and programs administered including Social Security numbers, benefits for retirement, survivors, disability, Medicare, and Supplemental Security Income.
Efficiently completed multiple tasks simultaneously, to include interviewing callers, conducting research, correctly applying policy and procedures, and navigation of various computer systems.
Conducted referral assistance is needed to other components of the agency including, national Field Offices, Processing Centers, Debt Management, Work Support Units, and Medicare.

Project Manager02/2015 to 09/2016United States Air Force

Full-time: 45 hours per week
Team lead for Assured Services Local Area Network project; organized 26 network outages and increased network speed from 1GB to 10GB.
Guided the installation of a $550,000 military base security project that provided a 57 security camera systems upgrade that enhanced base safety & security capabilities.
Aided in the installation of 20 wireless network projects; collaborated with 4 DoD agencies to secure 100MB Wi-Fi access for over 800 network users.
Provided enterprise information management customer service support to 8,000 network users.
Oversaw revamp of organization webpages; led 3 personnel, instructed team in the standardization of sites which increased data flow and integrity.
Monitored update and maintained of 20 organization publications; expertly tracked and processed through the distribution office allowing 5,000 personnel access to current and essential regulations.

Knowledge Operations Manager12/2012 to 02/2015United States Air Force

Full-time: 45 hours per week
Proficiently performed work as a Knowledge Management Specialist, consisting of records management, Enterprise Information Management, Freedom of Information and Privacy Act, software applicants, publications and form development.
Developed and conducted formal records management training/education for new employees, senior level officials, information technology managers, records management support personnel and others as appropriate.
Planned and launched innovative, creative and effective collaborative communications using SharePoint 2010, which resulted in 4k users within 24 months.
Created and implemented external and internal communications strategies for key company initiatives, ensuring effective cross branch correspondence.
Managed the current knowledge management practices as well as designed new knowledge distribution policies while encouraging and training the use of the new practices to users and junior replacement.
Opened, sorted and distributed incoming mail within the organization's official mail distribution center, while creating new and productive processes to assist clients and customers.
Utilized Microsoft office automation software to perform basic functions such as word processing, electronic mail, database management and updating electronic files.

CAC/ID Card Operator01/2010 to 12/2012United States Air Force

Full-time: 45 hours per week
Responsible for accountability; control; verification and issuance of military identification (ID) cards and Common Access Cards (CAC) for active duty military; reserve and national guard members; military retirees; family members/dependents; and other eligible recipients.
Managed the process and maintenance of the Defense Enrollment Eligibility Reporting System (DEERS) and the Real-Time Automated Identification System (RAPIDS).
Oversaw all ID Card and CAC issuance related tasks to include researching and reviewing source documents; verifying eligibility; and discussing entitlements.
Performed routine maintenance on computers and printers; i.e. change ribbons; add toner and developer; clean printers; etc.

Information Manager01/2003 to 01/2010United States Air Force

Full-time: 45 hours per week
Handled the maintenance of a $200,000 information technology equipment custodian account, ensured 100% accountability of all organization equipment.
Performed client support functions; providing manual and network updates, security patches, and operating system installations to 32 computer systems.
Assigned as the Unit Program Manager, flawlessly managed the facilitation of crucial programs to include training management, awards, computer security, telephone control officer, government purchase card programs.
Supervised the Base Information Transfer Center; led a team of four in the processing of over 43.2 tons of incoming mail and $50,000 of postage for outgoing official mail.
Responsible for all aspects of the organizations Information Management in support of a 25 billion dollar program in the Kingdom of Saudi Arabia.
Provided database and personnel management tracking of foreign military sales and visa request for official military visits coming in and out of Saudi Arabia.

Administrative Clerk07/1998 to 07/2002United States Marine Corps

Full-time: 45 hours per week
Provided high-level administrative support, prepare requested documents, address information requests, and perform clerical functions.
Planned and assigned work duties, initiated training, and addressed personnel issues.
Led activities in preparation for the quality improvement visit and on-site field examination audit, resulting in an overall outstanding rating for both.
Assisted management to identify material needs and in addressing problems, including issues arising out of changes in work content, impacting personnel requirements.
Prepared naval messages such as overseas and special duty screening by utilizing turbo prep message program.
Processed permanent change of station personnel travel, temporary additional duty orders, emergency leave orders, and no-fee passports with Navy transportation office.

General Labor – Janitorial07/1997 to 09/1997Watson's Automotive

Part-time: 20 hours per week
Cleaned assigned offices spaces including maintenance bay, conference rooms, and warehouse storage.
Performed sweeping, mopping, vacuuming and scrubbing activities.
Removed debris and chemical spills from around the premise.
Ability to read and understand labels and instructions required while using cleaning chemicals and products.

Education and Training

Bachelor of Science: Human Resource Management - Information Systems2020University of Maryland University CollegeAdelphi, MD

High School Diploma1998Alfred E. BeachSavannah, GA, USA

Lean Six Sigma Green Belt Certification

Skills

Administrative, Administrative Support, Office Automation, Clerical, Communication Skills, Clients Support, Customer Service, Database Management, Electronic Mail, Record Filing, FOUO, FOIA and Privacy Act, Information Technology, Knowledge Management, Team lead, Training, Mail Handling, Microsoft Office Applications: Access, Outlook, Excel, Word, SharePoint, Enterprise Information Management, Personnel Management, Policies and Processes, Process Improvement, Publications, Quality Improvement, Safety, Six Sigma, Transportation, Word Processing

MILITARY SERVICE

United States Air Force

Technical Sergeant

January 2013 to September 2016

Retired - Honorable Discharge

United States Marine Corps

Corporal

May 1998 to June 2002

End of Enlistment - Honorable Discharge

Additional Information

LINKS: https://www.linkedin.com/in/james-bulloch-00595ba0

Resume Overview

Companies Worked For:

Social Security Administration
United States Air Force
United States Marine Corps
Watson's Automotive

School Attended

University of Maryland University College
Alfred E. Beach

Job Titles Held:

Customer Service Representative
Project Manager
Knowledge Operations Manager
CAC/ID Card Operator
Information Manager
Administrative Clerk
General Labor – Janitorial

Degrees

Bachelor of Science : Human Resource Management - Information Systems 2020
High School Diploma 1998
Lean Six Sigma Green Belt Certification

Customer Service Representative Resume Example

Resume Score: 80%

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