Akeisha Hodges

Duties, accomplishments, and related skills

-As the first point of contact, I am responsible for assisting beneficiaries by telephone or in writing to provide information on SSA laws, rules, regulations and Medicare Insurance Programs, which includes obtaining information in order to determine eligibility and entitlement for programs administered by SSA.

-Conduct interviews to determine the nature of the callers question, issue or concern.

-Review and process benefit claims, verify eligibility, determine coverage based on policy guidelines. Ensure compliance with company policies and regulations while communicating with beneficiaries regarding claim status and any necessary.

-Respond to technical inquiries concerning program requirements, supporting documentation, payment issues, etc.

-Provide friendly and courteous customer service to the general public.

-Make effective decisions in routine situations.

- Interview members of the general public to secure needed technical information, obtain and clarify relevant facts involving benefit problems related to welfare, retirement, survivors, disability, workers' compensation, and Medicare benefits.

-Extract information from individuals who may be uncooperative, irate, perturbed, bereaved, and analyze the information to determine an appropriate course of action.

- Review documents, records, data, and other material, identifying missing information or problems to determine and initiate appropriate corrective actions.

- Prescreen for entitlement to benefits, and schedule appointments for filing matters.

Answer questions and provide information on how to obtain first time Social Security cards, replacement Social Security cards, and inquiries for name changes.

- Explain sensitive or controversial information to individuals from diverse backgrounds.

- Assist individuals with overpayment, underpayment inquiries, as well as provide options to resolve the matter.

Provide information to individuals regarding the effect of workers' compensation and Government Pension Offset on their Social Security benefits.

- Develop a reputation with callers to provide a high-quality assurance of customer service.

Duties, accomplishments, and related skills.

-Provided front-line security and protection of the traveling public through the airways.

- Interacted with the public, giving directions, and responding to inquiries.

Verified all valid documents to validate proof of identity, proof of citizenship, in a timely, efficient manner.

Identified any dangerous or deadly objects on passengers and their cargo in an effort to prevent them from being transported onto aircraft.

Operated screening equipment to identify dangerous objects in baggage, cargo, and on passengers.

-Controlled terminal entry /exit points, identified and located potentially life-threatening devices intending on creating mass destruction.

Made effective decisions in both crisis and routine situations.

- Used cutting-edge electronic detection systems and imaging equipment to identify possible threats to the nation's security.

- Coordinated security involving aviation to ensure that all passengers and baggage boarding aircraft were safe for travel according to the Federal Aviation Administration (FAA), Transportation Security Administration (TSA), and airline standards.

Possessed an astute ability to identify and relate well to individuals, groups, of diverse cultures, and backgrounds.

Provided friendly and courteous customer service to travelers. Assisted with investigations of incidents and helped gather information for incident reports or other documents that conveyed the required information.

Responded to breaches of security and emergency situations.

Assessed and trained new hires, monitored and reported on the status and progress of work, and represented the team in communications with team members or supervisors for the purpose of obtaining resources.

Provided behaviorally specific performance feedback, made suggestions for improvement in a manner that built confidence and preserved self-esteem.

- Worked hands-on with officers to help develop improvement plans, achieve performance goals such as return to duty, practical Skills Assessments, and On-the-Job Training for entry-level officers.

- Modeled and led others to ensure compliance with all aspects of Standard Operating Procedures in order to mitigate or resolve potential threats.

Demonstrated confidence, credibility in presence, demeanor, and conduct in the performance of duties within the work environment.

Made clear and convincing oral presentations, listened effectively, and clarified information as needed.

Compiled, tracked, and analyzed data.

- Utilized computer hardware and software to create documents and report information in the appropriate format.

Maintained focus and awareness while working in a stressful environment, which included noise from alarms, machinery, people, crowd distractions, time pressure, and disruptive and angry passengers, in order to preserve the professional ability to identify and locate potentially life-threatening or mass destruction devices.