customer service representative technician resume example with 17+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
:
Professional Summary
Knowledgeable and dedicated customer service professional with extensive experience with Federal Programs. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Skills
Administrative Support
Multicultural Populations
Public Assistance Programs
Data Entry
Operations Management
Communications Strategies
Work History
Customer Service Representative Technician, 12/2014 - Current The Hertz Corporation – Metairie, LA,
Using SSA processing applications I assist beneficiaries, claimants, and the public through calls received over SSA’s 800 number telephone network. Provides information regarding eligibility rights and benefits for disability insurance (DI), retirement and survivors insurance (RSI). Health insurance (HI), supplemental security income (SSI), black lung and other types of government and public services. Responds to inquiries from beneficiaries or initiates action to effectuate change to the master beneficiary record (MBR), Medicare records and SSI display.
Provides beneficiaries with information, advice, or instructions about eligibility for the Medicare insurance programs, the Black Lung program and SSI program. Also furnishes information inquirers about work incentive provisions, compliance with the various beneficiary reporting requirements and submitting appropriate reports to continue, suspend or terminate monthly payments.
Makes initial and/or CDR disability determinations I initiates correspondence and telecommunications necessary to complete disability course development.
Following SSA written policies, procedures, and guideline I assisting individuals in establishing their entitlement to receive benefits; while adjudicating, authorizing or reconsidering claims. I also provide information orally and via correspondences on benefit programs before the general public and providing information through the media.
I evaluate applicants for benefit program operations to assess the integrity and quality; or interpreting program requirements and formulating policies, procedures and guidelines by adjusting established benefits and effectuating payments and using state-of-the-art computer technology to access and update information about claims.
Informs customer of available online, off-line, web, video, phone and automated services applicable to SSN issuance and benefits payable.
Properly screens callers for eligibility and responds to request and inquiries (MDW, phone calls, and national 800 number referrals) courteously, timely, and accurately.
Aid beneficiaries, claimants, the public, other components, and agency stakeholder via telephone.
Investigates, analyzes, and makes binding decision on a variety of earnings, entitlement and/or benefits related issues and take appropriate action.
Queries, monitors and updates workload management system (WMS) listing (title II initial claims, title II post entitlement, representative payee, and debt management. Makes determinations to clear, receipt, non-receipt or transfer case.
Effectively manages and completes work by processing assigned T2 and T16 post entitlement workloads and medicare workloads accurately, within established timeframes, minimizing the need to redistribute or reassign work to others.
Maintain an ongoing knowledge of social security laws, regulations, and procedures through office training and reading appropriate instructions policy and procedural updates such as POMS,TSCOG, MSOM, daily
Fully utilizes appropriate SSA system and other automation tools and technology to monitor and complete the full range of work assignment effectively
Makes timely follow-ups on workloads, ensuring that all actions and documentation have been completed accurately
Accurately communicates, both orally and in writing, presenting information in a clear and concise manner that is appropriate for the audience and accomplishes the intended result within established timeframes
National, regional and local reports (INTRANET and WEBVIEW )
Volunteers to participate in and contributes to special projects and initiatives, as requested
Demonstrates initiative by beginning and completing assignments with minimal management intervention
Contributes to a learning environment by conducting training and mentoring other employees as assigned
Conducts interview, by telephone and/ or in person, in timely manner
Receptive to learning new policies and procedure, including prescribed technology and automation enhancements
Identifies the need for and provides assistance and support to co-worker and management, fostering teamwork and collaboration
Communicates information, ideas, and data in a clear, accurate and concise manner, both in groups and ono-on-one discussion performing, assisting with, or supporting the analysis, development, examination, investigation, adjudication, authorization of claims for or other administration of, retirement or survivor's insurance, disability insurance, supplemental security income, pension programs, health insurance or related programs.
Experience should also include using agency software packages, programs or systems related to Title 2, Title 16, or Title 18
Benefits Earning Assistant, 09/2004 - 12/2014 Total System Services, Inc. – WI, State,
Following SSA written policies, procedures, and guideline I assisting individuals in establishing their entitlement to receive benefits; while adjudicating, authorizing, or reconsidering claims. I also provide information orally and via correspondences on benefit programs before the general public and providing information through the media.
I evaluate applicants for benefit program operations to assess the integrity and quality; or interpreting program requirements and formulating policies, procedures and guidelines by adjusting established benefits and effectuating payments and using state-of-the-art computer technology to access and update information about claims.
Using Custom Workstation to research problem areas and analyze scanned material
Compiling and organizing routine reports including daily worksheets indicating date, describing workload dispatch and work performed, and number of items processed which is sent to management for further processing
Assisting in mentoring trainees and give on-the-job training to employees, providing them with instruction on how to perform job functions, job techniques, and procedures in which progression is reported to the manager.
Using of Microsoft Word, Excel, PowerPoint, Microsoft Office Outlook, and Internet Explorer, copying, faxing, filing, and problem solving
Receiving and opening incoming mail, sorting readily identifiable mail to over 100 distribution points
Prepared completed work for outgoing dispatch to various MODS, Delivering claims folders throughout MODS in SSA/
Forwarding misdirected remittances to the appropriate SSA components, ODO. And CMS Identifying misdirected correspondence and route it to its proper destination
Reading correspondence accompanying the remittance to determine its appropriate location
Recording and controlling registered insured, and certified mail, safeguarding and ensuring proper processing of any enclosed cash or other negotiable payments.
Providing messenger service for OCO, performing routine pickup and delivery of materials to sender, or a forwarding address. Transferring recalled folders for OHA, DDS, and SSI offices for dispatch
Sending folders from various areas to payment centers. Receiving paperwork from processing modules to be dispatched
Preparing paperwork by placing them in proper envelopes and corresponding information for dispatch. Sequencing cave paperwork by SSN and prepare them for dispatch
Operating a variety of mail processing machinery including letter openers, heat sealers, addressograph equipment, and high-speed scanners. Metering outgoing mail, folders, and cave folders for dispatch. Screening denied claims folders for current location status, deletion, or updates. Sequencing folders by SSN in boxes for validation
Preparing bar code labels for updating and deleting information on PCACS Processing recalled folders requested from modules.
Retrieving material sent in to SSA from CMIA (Centralized Material Intake Area) preparation, batching, and scanning
Separating screened material by TOEL (Type Of Event Level) Scanning batched material into Q-Scan, check for legibility for certification and send to indexing. Retaining and maintaining scanned material in retention area
Conducting Work Sample reports for management information system to document amount of employee working daily. As well as respond to inquiries from beneficiaries or initiates actions to make changes to the master beneficiary record (MBR), Medicare records and the SSI display.
Providing beneficiaries with information, advice or instructions about eligibility for Medicare Insurance program and Black Lung program and SSI program.
Furnish information to inquire about work incentive provisions, compliance with the various beneficiary reporting requirements and submitting appropriate reports to continue, suspend or terminate monthly payments.
Utilize SSA’s various procedural reference and computer queries including the payment history update system (PHUS) to provide correct responses to these inquires.
Evaluate data effectively to ensure that all pertinent information and documentation have been obtained. Determine the most expeditious methods to complete cases and documentation.
Identify cases requiring additional development; expedites sensitivity/ priority request and process to completion using established guidelines. Investigate, analyze and make binding decisions on a variety of earnings, entitlement and/ or benefits related issues and takes appropriate actions.
Review post- adjudicative evidence and SMI enrollment forms submitted by beneficiaries, field offices and other sources to determine HI/ SMI entitlement status and proper benefit entitlement and payment status.
Prepare one-time payment actions or triggers payment through Direct Billing System (DBS) to refund money when review of HI/SMI entitlement status indicates that excess premiums have been remitted.
Answer questions and resolves problems concerning Medicare premium payments. Pursue to completion incidents of dissatisfaction with Medicare premium payments or other practices.
Operations Analyst, 09/2004 - 12/2014 M&T Bank – City, STATE,
Prepared maintenance and compliance reports for executive summaries and presentations.
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