Akeisha Hodges
Jamaica,NY
Summary
Experienced professional skilled in customer service, benefits processing, benefits verification and conflict resolution, with a proven ability to handle high-pressure situations and deliver personalized solutions in fast-paced environments.
Overview
22
22
years of professional experience
Work History
Claims Specialist
Social Security Adminstration
07.2020 - 04.2025
- Analyzed claims data to ensure compliance with Social Security regulations and policies.
- Processed and reviewed Social Security Claims ensuring accuracy and timely submission.
- Collaborated with cross-functional teams to resolve complex claims issues efficiently.
- Reviewed and processed benefit claims, verified eligibility, determined coverage based on policy guidelines.
Customer Service Representative
Social Security Administration, SSA
09.2017 - 07.2020
- Answered a high volume of inbound calls, assisted callers with billing inquiries, claims, account updates, and policy information.
- Monitored daily performance metrics such as call volume, wait times, resolution times.
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
Transportation Security Officer
Transportation Security Administration, TSA
11.2005 - 09.2017
- Authenticated boarding passes, identification, and passports to prevent fraudulent travel.
- Interacted with public to give directions, explain rules, and regulations and respond to inquiries.
- Controlled situations resulting from security breaches by engaging and containing suspects until police or other security personnel arrived.
- Interacted professionally with passengers while ensuring compliance with TSA guidelines.
Technical Support Representative
Petro Home Heating & Air Conditioning
02.2003 - 11.2005
- Resolved technical issues for heating and air conditioning systems, ensuring customer satisfaction.
- Assisted customers via live chat with issues, and account support, handling high volume inquiries.
- Maintained high customer satisfaction and response time standards.
Education
GED -
John Adams High School
NY05-2000
Skills
- Customer Service
- Microsoft office
- Compliance management
- Benefits & Claims Processing
- Professional Communication
- Call center customer service
- Interpersonal skills
- Active listening
- Critical thinking
- Call center operations
Timeline
Claims Specialist
Social Security Adminstration
07.2020 - 04.2025
Customer Service Representative
Social Security Administration, SSA
09.2017 - 07.2020
Transportation Security Officer
Transportation Security Administration, TSA
11.2005 - 09.2017
Technical Support Representative
Petro Home Heating & Air Conditioning
02.2003 - 11.2005
GED -
John Adams High School