09/1998 to 05/2010 Teleservice Representative Kaiser Permanente | Santa Clarita, CA, Answering inbound calls to the national 800 number for the Social Security Administration. Provided world class customer service to an average of 60 calls per day, answering customer inquires, solving problems, updating the database of changes, filing claims for qualified beneficiaries and claimants. Maintained up-to-date knowledge of any changes in policies and procedures of the agency. Investigated and resolved customer inquiries and complaints in a professional and timely manner. Ensured customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot if necessary and possible. If not, referred the problem to the appropriate department. Processed and mailed necessary forms and pamphlets to the public as needed. Promptly responded to general inquires from administrators, staff, beneficiaries and claimants via mail, e-mails, fax and by telephone. Maintained a pleasant and positive attitude to make all the SSA 800 number callers experience world class.