Retired Social Security Administration Manager
An accomplished, award-winning, and talented professional with a comprehensive background working for the Social Security Administration in leadership, as an Assistant District Manager, Operations Supervisor, and Claims Representative / Social Insurance Specialist. Encouraging manager heavily involved with team building, motivation, project and program management. Excellent customer relations and relationship-building skills. Interprets and applies policies, procedures, and regulations to impact company success. Applies training, monitoring, and morale building to enhance employee engagement and boost performance. Maintains confidentiality, supervises staff, performs budgeting, and purchasing. Resolves conflicts, issues, challenges, obstacles, and problems. Works well independently, remotely, or in a team environment. Delivers outstanding customer service, support, and satisfaction. Establishes and manages productive relationships. Proficient with Microsoft 365 including Outlook, Teams, Excel, Work, OneNote, and PowerPoint.
• Leadership / Mentor
• Initiative / Motivated
• Performance-Focused
• Analytical / Accurate
• Solution-Oriented
• Engaging / Loyal
• Exemplary Communicator
• Detailed / Organized
• Committed to Excellence
FEDlogic
Winston Salem, North Carolina
Serve as a subject expert for consultation interviews. Discussing and consulting on any and all Federal, State, and local benefits for employees and family members of registered employers.
Social Security Administration (SSA), Department of Operations
(appointed)North Carolina
Managed the Winston-Salem Social Security office of thirty-seven employees. Monitored the workloads and direct supervision of two Operations Supervisors and five Claims Technical Experts. Conducted human resource functions including recruitment, staffing, time and attendance, training, and labor relation issues. Achieved Winston-Salem district productivity goals for fiscal years 2016 through 2024. Directed high profile integrity workloads for Winston Salem office for fiscal years 2016 through 2024.
Reopened Winston-Salem district office to in-office customer traffic post-pandemic 04/2022.
Recruited, hired, and coached new employees.
Managed Fraud Referrals and Fraud Investigations.
Achieved allocated supply budget for the Winston-Salem office in fiscal years 2016 through 2024.
Monitored and fulfilled overtime allocations.
Social Security Administration (SSA), Department of Operations
North Carolina
Monitored workloads and supervised four Customer Service Representative and three Claims Specialists. Monitored phones and in-office visitors to provide excellent customer service to the public. System coordinator or onsite troubleshooting and coordination with system experts. Monitored employee workloads to meet fiscal year goals. Conducted regular employee performance evaluations.
Contributed to achievement of district goals by monitoring high priority workloads to ensure timely completion.
Transitioned office phone system to Voice Over Internet Protocol.
Managed Fraud Referrals and Fraud Investigations.
Received yearly performance awards.
Social Security Administration (SSA)
(appointed)Georgia
Selected to participate in a Regional Leadership Development Plan out of 270+ candidates, a year-long program that allowed for choice and work in Developmental Assignments. Served as a Program Analyst / Specialist in the Atlanta Regional office from 08/2009 – 11/2009 answering policy questions from 250+ field offices. Worked as an Operations Supervisor in the Frankfort, KY Social Security office supervising six Claims Specialists and three Development Clerks.
Served as a Management Analyst in the Cincinnati, OH Office of Disability Adjudication and Review.
Evaluated, documented, and assigned critical cases pending hearings in front of Administrating Law Judges.
Served as a Management Support Specialist for the Kentucky Area Director’s office.
Analyzed and acted on 16,000+ Social Security hearings cases pending in the state of Kentucky.
Focused on cases pending 825+ days old; reduced the number of pending cases from 699 to 292 in three months.
Social Security Administration (SSA), Department of Operations
(appointed)Kentucky
Processed full range of Social Security and Supplemental Security Income claims and appeals, determined benefit amounts, and investigating fraud reports. Processed integrity reviews and post-award changes. Trained as a generalist claims representative, working Social Security Retirement and Disability and Supplemental Security Income Program. Promoted teamwork and contributed to achieving district goals by volunteering for various and special projects and assignments.
Point of contact for the agency’s newly established internet disability and retirement claims.
Provided training to the staff on new automation tools for monitoring and control of pending work.
Served as system coordinator for the office, maintaining and troubleshooting workstation and server equipment.