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Social Media Customer Service

Tacoma, WA
April 30, 2020

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Marco A. Cassador regional

Government ~ Business ~ Marketing

A top-performing Training and Outreach Specialist with more than 20 years of experience in government and business, from training and teaching to marketing, admission and outreach. Strong expertise in managing projects and products from development to completion, remaining under budget and on time. Highly accomplished in fostering measurable growth through excellent customer service and support, inventory management, data analysis and reporting, risk and issue resolution, and policies and compliance. Areas of Expertise include:

Project & Program Management

Team Leadership & Collaboration

Solutions Development


Cross-Departmental Communication

Tax preparing and Bookkeeping

Staff Training & Reviews

Risk & Issue Resolution

Public Speaking

Planning & Scheduling

Community Outreach

Strategic Marketing

Business Development

Social Security Policies & Compliance

MS Office Suite

English & Portuguese Fluency

Claims settlements and contracting

Inventory Management

Professional Experience

US Government · Auburn, WA · September 2010 – Present - (working 40 hrs/week). Supervisor/Telephone: Charlie Lingue Phone -253-***-****

Customer Service Representative - Social Security Administrator

Conduct interviews with the public to obtain and verify information about initial and continuing eligibility for retirement, disability and Medicare benefits.

Excellent time management skills to complete assignments, organize, prioritize and process a variety of complex workloads.

JEP-VSD - Performed duties of a Customer Representative via video to the Kent, Portland and Spokane Field offices.

Conduct basic research to gather and compare facts; make logical conclusions to resolve issues.

Ability to master complex SSA regulations and make them understandable to the general public.

My daily duties include extensive mediation to obtain information from individuals who are sometimes uncooperative, perturbed,

bereaved, irate, or otherwise distressed.

Ability to diffuse angry calls by being empathetic with the caller and also using the three Fs technique.

Draft accurate notes when receiving calls from individuals in need or in crisis to update their records.

Earned certificate of Achievement for Top Overall Performance Team Member.

Provided formal mentoring on the job training and served on a voluntary detail of thirty days (processing facilitator claims).

Received letter of recommendation from Silverdale office during time detail time in this FO for good performance and teamwork.

Monitor case findings, develop and disseminates information on SSA programmatic cases during detail in Silverdale FO.

Use investigative, interviewing, and fact-finding techniques to determine the status of claim process.

Analysed customer needs and made routine determinations and referrals based on the information provided.

Provided formal and informal technical guidance to others on questions and problems concerning claimant’s benefits eligibility.

Assist customers with issues relating to relationships, misuse of funds, and complex living arrangements.

Willing and eager to work and cooperate with others to constructively work across teams and departments.

Evaluate overpayment and offset issues, and determine resolutions via recovery payments, appeals and waivers.

Assist callers with completion of forms, identify and communicate potential fraud and maintain and update records.

Weathersby Guild/KrisMac, LLC · Gig Harbor · January 2008 – January 2010- (worked 65 hrs/week). Self Employed.

Business Owner Relocation & Moving Claims Inspector

Managed all aspects of moving claims inspections, home improvement contracting, and military and civilian claims.

Tax preparation and bookkeeping.

Provided advice and assistance regarding legal requirements, processing, documentation and record keeping.

Conducted inspections, prepared reports to support investigative findings and recommended claim settlements.

Recognized for the ability to quickly establish rapport with clients and build loyal clientele.

Identify current and potential fraud issues, and refer them to moving companies to prevent loss of income.

Researched and analyzed, identified problems indicators and made recommendations to settle claims.

Increased loyal customer relationships from 0 (business started) to 122 at the time of business sale.

Organized and maintained records and control systems for tracking, monitoring and reporting on settled claims.

Performed on-site inspections of damaged properties, estimated repair and replacement costs, and ran settlement reports.

Developed successful professional relationships with businesses, claim adjusters, and community agencies.

Maximized and balanced profitability on behalf of the company while keeping customer satisfaction at the highest level.

Planned, negotiated, modified, and explained cost -benefit analyse to settled 99% of the claims.

Analyzed financial statements to determine if moving companies will be able to pay for services rendered.

Managed staff scheduling and assignments, and monitored performance for contract completion.

Determined replacement costs for furniture, fixtures, vehicles, inventory, and equipment

Job Corps · Layton, UT & Bremerton, WA · June 2000 – November 2006 - (worked 40 hours/week). Supervisor/Telephone: Celeste Murphy/Richard Nannini 602-***-****.

Outreach Manager Admission Counselor

Designed and deployed the regional marketing strategy and outreach events across 10 states.

Ability in planning work assignments, establishing priorities and accomplishing objectives.

Partnered with local businesses and organizations to increase program awareness and support.

Followed up with organizations and students to assure satisfaction and problem resolutions, retained 95% of clients

Presented orientation seminars that provided education about the program, conducting classes of 35 clients per week.

Oversaw travel funding, press conferences and executed social media engagements.

Able to function well in a self-starter environment with minimal supervision, managed inventory & budgeting.

Developed, implemented, and monitored strategic outreach plans for regional recruiting activities.

Wrote press releases and advertising for newspapers and local organizations.

Investigated applications for fraud, and worked with agencies to prevent ineligible program entries.

Established guidelines and performance expectations for staff members, and conducted reviews and feedback.

Developed recruitment strategies, and supervised and trained employees to consistently meet deadlines.

The Better Business Bureau · Salt Lake City, UT · April 1996 – March 1999 - (worked 50hrs/week). Supervisor/Telephone: Bill Beetle/801-***-****.

Executive Field Representative

Directed planning and marketing growth for the Better Business Bureau in Northern Utah.

Able to function well in a self-starter environment with minimal supervision.

Followed up with customers to assure satisfaction and problem resolutions, retaining 95% renewal clients.

Earned certificate of Achievement for Top Overall Performance Team Member for Salt Lake City office.

Presented seminars that provided business owners/CEOs information regarding benefits of BBB membership.

Achieved a 20% area sales increase through the development and implementation of action business marketing plans.

Achieved a customer base area from ground up to 120 accounts expanding territorial sales to 120%.

Monitored accounts for repeat business and partnered with local organizations for regional promotion.

Developed and deployed strategies to enhance company values and services.

Education & Certifications

Bachelor of Arts, Economics BRIGHAM YOUNG UNIVERSITY Provo, UT

Microsoft Certification, Vector Computers (120 hours)

Legal Authorization to work in Brazil


Washington Women Correction Center -Teacher Gig Harbor WA

Church Of Jesus Christ Of Latter-Day Saints· Rio De Janeiro, Brazil Mission ·

References available upon request.

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