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Operations Supervisor Resume Example

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OPERATIONS SUPERVISOR
Summary

Highly-qualified Operations Supervisor successful at taking on routine and complex business challenges with a resourceful and creative approach. Recognized as a driven, dedicated and hard working leader with a history of streamlining operations and increasing efficiency.

Skills
  • Budgeting and cost control strategies
  • Technology
  • HR knowledge
  • Delegation
  • Production
  • Logistics oversight
  • Project management
  • Staff supervision
  • Management
  • Customer relationship management
  • Compliance standards
  • Coordination
  • Schedule development
  • Logical reasoning
  • Systems evaluation
Experience
Social Security Administration | Casa Grande, AZOperations Supervisor03/2011 - Current
  • Supervised 14 employees by providing first line supervision and technical guidance to claims processing and outstanding customer service.
  • Review third party draft accountability reports on a weekly basis. Account for all third party drafts and ensure that the amount on the report is consistent with the amounts paid.
  • Post, verify and certify time and attendance. Address discrepancy issues, consult with the employee, and determine a resolution.
  • Manage, schedule, approve or disapprove leave request depending on workload consideration and staffing.
  • Aligned operational boundaries between processes and production demands.
  • Cultivated and strengthened relationships with customers, vendors and internal stakeholders.
  • Trained, mentored and motivated employees to maximize team productivity.
  • Develop, direct, and conduct detailed training for employees to improve technical aspects of their skillset.
  • Provide formal and informal instruction, mentoring, on-the-job, and refresher training.
  • Conduct interview and desk audits for customer service and organizational and efficiency.
  • Prepare and discuss monthly feedback discussions, in-line reviews, case reviews, and miscellaneous observations to ensure employees are following policies and procedures in processing their workloads accurately.
  • Prepare and discuss mid-year and final appraisals on performance and productivity for each employee by analyzing employee's work products.
  • Provide constructive feedback and acknowledge employee improvement and accomplishments.
  • Encourage two-way communication on progress and ideas for change to improve customer service to the public.
  • Work with LERT Specialists regarding grievances and employee performance issues.
  • Recommend employee awards based on successful and exceptional work ethic.
  • Review, interpret, and utilize Management Information Reports in addressing significant trends. Recommend improvements in staffing adjustments, work assignments, and identify training needs.
  • Perform monthly integrity reviews to ensure that employees are compliant with SSA policies and to deter fraud and abuse.
  • Developed and oversaw strategies for improving operational efficiency and accuracy.
  • Developed initiatives for process improvement and reviewed and assessed ongoing operations.
  • Motivated employees to share ideas and feedback.
  • Reduced process lags and effectively trained team members on best practices and protocol.
  • Adhered to operational schedules by monitoring daily, weekly, monthly and annual performance indicators.
  • Built upon established practice standards to improve operational performance and reduce labor costs.
  • Attend recruitment events and assisted in the hiring process. Interview candidates and provide recommendation on potential candidates for employment.
  • Maintained safety and emergency readiness among personnel by disseminating information on and monitoring compliance with regulatory and organizational policies.
  • Maintained workplace safety by involving employees in order to maximize engagement and team morale.
  • Assist manager with in preparation site safety audits and take corrective action on any recommendations or safety violation.
  • Create SAFE AIRS reports for incidents and advisories. Create and submit Fact Sheets for Area Director Office (ADO).
  • Monitored daily operations and performed safety audits to check that staff followed administrative policies and regulations.
  • Maintain the computers and server equipment as Site LAN Coordinator (SLC) by performing scans and updates to the computer infrastructure.
  • Manage, plan, organize, and direct seminars about Social Security matters with a variety of individuals and groups, including Department of Economic Security, Area Agency on Aging, local community libraries, and Horizon Human Services.
  • Evaluate multiple organizational payees' records. Review, audit, and educate payees on the proper procedure in performing their duties in accordance to the rules and regulations.
Social Security Administration | Casa Grande, AZSocial Insurance Specialist Claims Specialist08/2006 - 03/2011
  • Determined liability, compensability and benefits due on each claim.
  • Supported efficient handling of complex claims and followed up on open, denied or suspended claims to complete required line items.
  • Monitored reports to identify claims issues and worked with adjusters to resolve problems.
  • Tracked and reported on patterns of claims and repeat offenders to help eliminate system abuse.
  • Explained loss coverage, assisted policyholders with options and computed estimated monthly benefits payable at various ages to enable individuals to make retirement decisions.
  • Educated customers about work incentive provisions and their responsibilities to report and submit appropriate forms or proofs.
  • Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.
  • Investigated and resolved problems with customer payment or eligibility.
  • Researched case situations and reconciled discrepancies causing interruption in receipt of monthly benefits.
  • Analyzed, calculated, documented, and resolved overpayment issues by negotiating a payment plan, compromise or determining if the overpayment does/does not exist or collectible/uncollectible.
  • Drafted and mailed decision notices to clients with appeal rights.
  • Delivered exceptional customer service to all clients by effectively communicating information and actively listening to concerns.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Recognized by management for providing exceptional customer service.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Improved operations by working with team members and customers to find workable solutions.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Volunteered and assisted co-workers by taking extra interviews and alleviating aged workloads.
  • Mentored new employees in social security programs by providing formal or informal instrcution.
Social Security Administration | Casa Grande, AZCustomer Service Representative09/2002 - 08/2006
  • Interviewed customers or their representatives to determine the nature of their problem or interest.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Documented conversations with customers to track requests, problems and solutions.
  • Reviewed account and service histories to identify trends and issues.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Investigated and resolved problems with customer payments or eligibility.
  • Provided customers with information, advice or instructions about eligibility and benefits available under Social Security programs.
  • Analyzed, calculated, documented, and resolved complex Social Security issues.
  • Processed new, replacement, and complex Social Security cards by evaluating documents for authenticity.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
US Army | Fort Benning, GASoldier02/1989 - 06/1995
  • Stationed at Ft. Dix, NJ; Ft. Sam Houston, TX; and Tripler Army Medical Center in Honolulu, HI
  • Operated equipment to analyze bodily fluids for anomalies.
  • Reviewed patient data, prepared data reports and signed off on release of information requests.
  • Cleaned and sterilized lab area, tools and equipment.
  • Performed serology and microbiology analysis, chemistry analysis, urinalysis and hematology for multiple patients daily.
  • Cultivated, isolated and identified microorganisms in biological samples to assist in diagnostic efforts.
  • Conducted blood counts and other tests to support safe transfusion processes.
  • Maintained clean and fully operational laboratory equipment.
  • Calibrated, repaired, troubleshoot, and tested various machines for quality control.
  • Followed strict aseptic techniques to protect patients when collecting blood and tissue samples.
  • Conducted quality control checks, calibration and technical troubleshooting of hematology analyzer.
  • Followed laboratory guidelines for handling biological specimens.
  • Processed blood bank, urinalysis, serology, microbiology, hematology and chemistry samples daily, including manual reporting and quality reviews.
  • Recorded control values from technical instruments to maintain reliability and validity of test results.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Scheduled appointments, filed medical records and answered phone calls.
  • Tested and processed donor blood for shipment to Iraq for injured soldiers and civilians during Operation Desert Shield/Storm.
Education and Training
National University | La Jolla, CABachelor of Arts in Management With Concentration in Business Law09/2017
Central Arizona College | Coolidge, AZAssociate of Arts in General Studies07/2002
US Army | Ft. Sam Houston, TXDiploma in Medical Laboratory Specialist Basic Course08/1989
Additional Information

Multiple awards and recognition received and available upon request.

Honor student: Magna Cum Laude and Phi Theta Kappa and available upon request

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Resume Overview

Companies Worked For:

  • Social Security Administration
  • US Army

School Attended

  • National University
  • Central Arizona College
  • US Army

Job Titles Held:

  • Operations Supervisor
  • Social Insurance Specialist Claims Specialist
  • Customer Service Representative
  • Soldier

Degrees

  • Bachelor of Arts in Management With Concentration in Business Law
    Associate of Arts in General Studies
    Diploma in Medical Laboratory Specialist Basic Course

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