Customer Service Process Improvement
Resume:
SHANTA C. WOOD
PROFESSIONAL SUMMARY
An ambitious and motivated claims processor focused on providing the compassionate customer service while handling claims for benefits from the general public. Exercising fairness with acute attention to detail, sucessfully completing all claims.Able to manage multiple tasks and work under pressure in a fast paced environment.
Strong attention to detail and the ability to work in multiple systems concurrently. Strong organization and time management skills; effectively adapts to multiple and/or competing priorities.
Process improvement skills; ability to assess trends, processes and barriers to drive positive outcomes for resolutions
Possesses strong oral and written communication skills, decision-making, and organizational skills.
EXPERIENCE
York Housing Authority York, PA
HOUSING CHOICE VOUCHER
MANAGEMENT AIDE
03/2023 -
Present
Responsible for verifying applicant's information by using the EIV system.Scheduled resident's annual and interim housing certifications.Managed caseload and/or performs specialized function in conducting interviews with clients to obtain appropriate information. Accepted and reviewed standard forms for completeness and accuracy.Determined individual family's eligibility. Informed and applied the rules and regulations of the Assisted Housing Programs, and completes internal processing of forms in order Prepared amendments to existing contracts to reflect changes in family composition or income.
Duties include typing, reading, editing, processing information, and typing correspondence to contractors, legal counsel, consultants, etc. Schedules meetings; answers telephone inquiries; types a variety of letters, forms, memos and other forms of correspondence; creates, maintains, and updates various spreadsheets.
Answers telephone inquiries from the staff, outside organizations, residents and general public; directs and expedites all calls and/or complaints to the appropriate parties.
Maintains complex filing systems for correspondence and related. Plans, organizes and maintains the daily routine in the office. Responsible for the correction, verification, sorting, and distribution of files Performs other duties as assigned.
Able to manage multiple tasks and work under pressure in a fast paced environment.
Strong attention to detail and the ability to work in multiple systems concurrently. Strong organization and time management skills; effectively adapts to multiple and/or competing priorities.
Process improvement skills; ability to assess trends, processes and barriers to drive positive outcomes for resolutions
Possesses strong oral and written communication skills, decision-making, and organizational skills.
SOCIAL SECURITY ADM Philadelphia, PA
CLAIMS SPECIALIST 03/2008 - 11/2022
As a claims Specialist I examined,processed and adjudicated Retirement, Survivor, Disability and Supplemental Security (SSI) applications for the public. I CONTACT
******@*****.***
717-***-****(mobile)
York, PA
EDUCATION
High school graduate or
equivalency certificate (GED)
EDMONDSON HIGH SCHOOL
09/1989 - 06/1992
SKILLS
• Communication skills
• Computer proficiency
SHANTA C. WOOD
made and answered phone calls from the public to assist them with all Social Security matters.I checked the online claims for accuracy and contacted the applicant or their represenattives via email,phone or in person when necessary to assure that all the information needed was provided.In this position i worked woth the State Disability Determination services when handling any Disability or SSI applications
SOCIAL SECURITY ADMINISTRATION Baltimore, MD
CONTACT REPRESENTATIVE 08/2002 - 12/2007
I conduct phone interviews to obtain and clarify information about individual applicants initial and continuing eligibility for retirement, survivors, disability, black lung, health insurance benefits and eligibility to supplemental security payments including state supplements. I communicate orally and in writing to claimants, other government agencies and other SSA components about complicated matters relating to laws, regulations and procedures pertaining, to entitlement programs. I conduct effective interviews to obtain relevant information in a minimum amount of time .I analyze, review and interpret correspondence from internal and external organization. I explain the administrative and legal resources available and the proper procedure for filing a complaint alleging violation of applicable law or regulations for appealing a determination made by the agency. I read, understand, interpret and apply policy and procedure in formal or informal settings to reach a decision. . I advise individuals about specific retirement options and use my available queries (ie) CHIP/Customer Help Information Program, PCOM/Personal Communications to compute and estimate monthly benefits payable at various ages to enable individuals to make retirement decisions that will affect their future. . Utilize MS Office software such as MS Word for professional presentation of documents to the public. MS Outlook for paperless, internal communications; and MS Excel for work org
MONEY MART Baltimore, MD
LEAD TELLER/SHIFT SUPERVISOR 11/2000 - 08/2002
Managed weekly schedules and time records for 6 employees. Balanced books and cashier drawers. I reviewed and analyzed all monetary forms and recognized any item that required adjustment, correction or deletion to ensure accurate postings to the wage system. Combined customer service and knowledge of bank procedures with quickness and accuracy to process money, checks, and other financial items for customers. I monitored staff members to insure accurate budgeting operations of the Teller Department.. Supervised tellers in daily work, authorized overrides, and acted as a resource person in the department. Trained new tellers and cross sold products and services by explaining various types of financial services offered by Money Mart. I controlled large amounts of cash and worked with computers and various terminals to record deposits and withdrawals. Often worked independently maintaining accuracy and paying close attention to detail. Remained in continual communication with customers often performing repetitive tasks for long periods of time with in fairly small areas constantly remaining courteous, attentive and patient. Before cashing a check meticulous detail was given by verifying the date, name of bank, and the identity of the person who received the payment and verified the legality of the document by ensuring the written and numerical amounts agree and the account has sufficient funds to cover the check .I developed work schedules ensuring that the proper procedures were adhered to. Mentored less experienced tellers. Used information on the customer from the computer terminal to tailor Money Mart s bank services to fit clients needs or recommended an appropriate product or service. MCI WORLD COM Hunt Valley, MD
CUSTOMER SERVICE REP 02/1997 - 11/2000
As a customer service representative for MCI World Com, I managed a wide variety of issues dealing with inbound and outbound calls from MCI customers. I maintained local and long distance accounts and promoted MCI products and additional services to current and future customers. Analyzed customer invoices and summaries and authorized upgrades on all account levels. I edited and updated accounts and documents while explaining complex matters to inquisitive individuals either orally or in writing. I reviewed customer complaint correspondence and noted any suggestions and assigned complaints to appropriate department for resolution. Handled difficult customers personally and followed up on random samples of customers to ensure satisfactory services. Corresponded with customers directly via phone, email, fax and mail providing timely response to questions about goods and services. Adhered to company policies and guidelines when resolving issues. Used questioning techniques to acquire needed information and insure validity of any complaints by suggesting potential solutions. Made updates to customers personal information . Processed the start up of newly aquired accounts and terminated past due accounts. QUALIFICATIONS AND ACHIEVEMENTS
SHANTA C. WOOD
Parent Liason
Contacted parents and informed them of game times, dates and changes if necessary. Organized fundraisers and collected any proceeds from the fundraiser. Assisted the coach and other parent volunteers with determining how the funds would be spent.
SENIOR INSTRUCTOR
Serving as an Instructor on the BATSC Training Cadre. As an instructor I coordinated and presented training sessions for newly hired Contact Representatives (TSR). I prepared handouts and created mock situations in order to clarify the information being presented. Prepared detailed content outlines and lesson plans. Supervised and directed participants; enforced rules and regulations, and maintained discipline and safety. Provided an adequate level of training based on students different levels of comprehension by explaining techniques clearly. References are available upon request
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