Contact Representative District Office

Cheri Brian

Englewood, NJ***** 1-917-***-**** ***********@*****.***

Work History

Summary

Personable, friendly, and solution-oriented Customer Contact Representative with over 30 years of experience and support. Customer focused team player offering expertise in conflict resolution, time management and interpersonal skills. Dedicated to customer/client loyalty and satisfaction.

Social Security Administration

Hackensack, NJ District Office 3/2004-12/2021

East Harlem NY Field Office 9/2001-3/2004

26 Federal Plaza District Office 09/1992-09/2001

Contact Representative, 09/1992 - 12/2021

Social Security Administration – Hackensack, NJ

Worked remotely due to covid19 from 3/2020 to date of retirement 12/2021

Managed Reception area to receive, screen, and direct members of the public to the appropriate Interviewer via AITS (Automated Interviewing Tracking System)

Provided full scale assistance to beneficiaries and members of the public

Conducted interviews face to face and by phone with beneficiaries, their representatives, as well as members of the public to determine the nature of their problem or interest

Provided information and answers regarding Medicare, Retirement, SSD and SSI benefits, as well as other issues regarding earnings and SS numbers

Processed Medicare applications, Social Security card applications and explained rules, regulations, eligibility, entitlement, and enrollment processes

Processed post entitlement workloads and Social Security Card applications using appropriate Automation systems tool and inputs

Obtained sensitive documentation/information from claimants for processing various claims and request

Initiated contact with claimants and beneficiaries via phone or mail, when necessary to obtain information needed to clarify, or correct discrepancies regarding claims or pending issues

Performed duties as office remittance clerk

Processed payments and returned benefit checks received in the office using the appropriate automated system

Years of knowledge and skills to effectively resolve discrepancies regarding the different SSA programs as well as to determine the cause and effect, and subsequently a resolution or possible alternative

Investigated uncertain and questionable problems that arise

Regularly utilized and navigated the agencies technical manuals which was necessary in order to make proper decisions and effectuate necessary actions needed to be taken

Because this was such a manifold position, my ability to gather information utilizing all systems, organize and analyze facts, and data, and interpret program and administrative policies, helped me develop skills to investigate, resolve problems and determine the accuracy of one's record regarding all aspect of the SSA program.

Skills

-Data Entry Proficiency -Customer Service Optimization

-Strong Interpersonal skills -Strong Verbal and Written Communication Skills

-Social Perceptiveness’ -Customer Communications

-Information Gathering -Problem Solving Skills

Education and Training

Licensed NJ Life Insurance Producer 09/25/20024

Anti Money Laundering Certification 11/08/2024

Baruch College Non-Matriculated Course – 7/2001-9/2001

Business Writing at its Best – Successfully Complete

Verbal Judo Training Sponsored by SSA

High School Diploma-Cathedral High School NYC Graduation date 6/1982

Activities and Interest

On Thanksgiving and Christmas Holidays I volunteered at the homeless shelter in the town I lived and initiated food and toy drives at the Hackensack office. During my employment in the downtown SSA

DO, I worked with the hearing impaired for years assisting in training for the deaf employees and students from Lexington school for the Deaf who came to work in our office during the summers. I worked with and assisted the Regional ASL (American Sign Language) Coordinator regarding SSA Disability and Retirement Conferences that were held specifically for the hearing-impaired community. From 2005- to 2008 I volunteered with the Interreligious Faith Organization volunteering on holidays and participated in the World Vision Global Dinner Events. I have also volunteered with Evangelical & Non-denominational

Ministries to assist them when conferences are held in the New York, New Jersey area.

My involvement with these organizations has educated me to how local Community Leaders and their

Relationships with different organizations work together to set goals and plan strategies for the betterment of the local community and World Outreach programs.

Over the 25 plus years I have been employed with the Social Security Administration, I have received

Multiple Commendable Service Act and On the Spot Awards.

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