Shelley Bartels
Kent,WA
Summary
Experienced Teleservice Representative with over 15 years of dedicated service at the United States Social Security Administration. Proven expertise at the GS-8 grade level in federal service, with a strong ability to research and analyze complex rules, policies, and procedures. Adept at providing exceptional customer service in a high-volume, fast-paced environment, resolving inquiries and determining eligibility for various SSA programs. Skilled in conducting interviews, utilizing effective screening methods, and employing automation tools for data entry and information updates. Excellent communicator with strong problem-solving abilities, capable of explaining sensitive topics to diverse audiences and working independently while adapting to change quickly.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
Work History
Teleservice Representative
The United States Social Security Administration
Auburn, WA
07.2006 - 04.2022
Specialized experience at GS-8 grade level in Federal service researching and analyzing rules, policies, procedures to respond to inquiries.
- Ability to explain aspects of sensitive topics to varied and diverse audience while responding to inquiries concerning government requirements for program eligibility.
Answered unscreened calls for continuous periods of time on SSA's national 800 number. Provided quality customer service in fast-paced, high call volume environment. Conducted interviews to determine nature of calls. - Identified persons who may be eligible for various SSA programs by utilizing screening and interview methods effectively.
- Provided information on SSA's policies and procedures and resolved callers' questions by identifying issue and selecting best option(s) for resolution.
- Determined eligibility for programs administered by SSA. Used automation tools to access and update information.
Education
Bachelor of Arts -
Seattle University
Seattle, WA 09.1979 - 05.1982
Skills
Knowledge of variety of computer software programs; ability to learn quickly, adapt to change and work independently; effective in problem solving for resolution(s); data entry; customer service; oral written communication
Awards
- 01/01/08, 12/31/09, Cash allotment(s) for Exemplary Service - Mentoring - Special Projects
- 01/01/10, 12/31/11, Cash allotment(s) for Exemplary Service - Mentoring - Special Projects
- 01/01/15, 12/31/16, Cash allotment(s) for Exemplary Service - Mentoring - Special Projects
- 01/01/17, 12/31/18, Cash allotment(s) for Exemplary Service - Mentoring - Special Projects
- 01/01/19, 12/31/20, Cash allotment(s) for Exemplary Service - Mentoring - Special Projects
- 01/01/21, Cash allotment(s) for Exemplary Service - Mentoring - Special Projects
Timeline
Teleservice Representative
The United States Social Security Administration
07.2006 - 04.2022
Bachelor of Arts -
Seattle University
09.1979 - 05.1982
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