Alana Davis
Valley Stream
Summary
Accomplished leader from the Social Security Administration, adept in project management and conflict resolution. Excelled in streamlining operations, enhancing team productivity, and implementing strategic planning initiatives. Highly adept at written communication and fostering leadership development across diverse teams.
Overview
14
14
years of professional experience
Work History
Section Chief
Social Security Administration, SSA
05.2022 - Current
- Provide leadership and direction in the management of a Teleservice Center Section. The Section provides information to the public and makes changes to beneficiary and recipient accounts in response to telephone inquiries.
- Plan and coordinate complex projects of area wide and region wide scope, which impact upon several organizational levels simultaneously such as area, field offices, and Teleservice Centers.
- Establish section work plans, priorities, and schedules to meet goals and objectives established by higher levels.
- Identify operating problems and develops appropriate means of solution.
- Ensures timely and appropriate action is taken to identify and act upon requests for SSA benefits; to process post-entitlement actions to suspend, terminate, reinstate or redirect monthly benefits; and to provide general information and referral services to appropriate private, nonprofit or government organizations
- Plan and carry out a personnel program for Section employees, including: training and development, employee/management relations, merit promotion, and standards of conduct.
- Within delegated authority, act as selecting official, decides grievances and initiates/approves disciplinary and performance based actions.
- Assist multiple subordinate supervisors in developing methods to evaluate and appraise employees using objective data and devising means to evaluate subjective qualities, such as courtesy and the ability to explain complex issues in an understandable fashion.
- Evaluates the performance of subordinate supervisors.
Assistant Module Manager
Social Security Administration, SSA
04.2016 - 05.2022
- Assisted in planning, directing, coordinating and supervising the activities of module employees whose functions are to perform all the actions necessary to process claims, appeals, changes in status, exceptions or overpayments, and resolve selected post-entitlement actions for the public through Social Security's National 800 number network (N8NN).
- Reviewed actions of technical staff to compile information regarding the proper application of policies, procedures and instructions as well as determined the performance of employees on the job.
- Identified and analyzed deficiencies in work processing, discussed them with the module manager and the staff and recommended training as needed.
- Implemented provisions of personnel management and labor relations programs, including merit promotion, equal opportunity, and the national union agreement.
- Dealt directly with union officials on formal and informal labor relations matters.
- Regularly discussed work performance and conduct with employees and prepared written summaries of interviews when required.
- Evaluated employee performance and prepared formal appraisals.
- Identified training needs based on performance, quality reviews, and changes in procedures or trainee status, arranged on-the-job training, recommended formal training and initiated individual training.
- Provided technical, administrative and systems support on workflow and workload processing. Monitored workloads to ensure work processing goals were attained.
- Provided orientation for new employees on operations, office conduct, and other administrative matters and insured employee completion of technical training.
- Monitored progress of trainees; regularly conducting formal status interviews.
Claims Specialist
Social Security Administration, SSA
11.2013 - 04.2016
- Adjudicated and authorized entitlement or disallowance actions at all levels of difficulty and complexity under programs administered by Social Security.
- Conducted inquiries and interviews to obtain, clarify, and verify information about applicants' eligibility for benefits.
- Examined evidence to evaluate its validity and acceptability in establishing entitlement to benefits.
- Informed claimants and/or their representatives about their legal rights and reporting responsibilities.
- Determined issues in any claim or referred post-adjudicative action, prepared formal or informal determinations relating the facts, evidence and issues to the requirements of the law, regulations, policies and precedents. Took related actions to update or establish Social Security records.
- Performed special projects and duties required to achieve the immediate goals of the Social Security Administration.
- Participated in projects initiated by the office by analyzing data and preparing reports as required.
Post Entitlement Technical Expert
Social Security Administration, SSA
09.2010 - 11.2013
- Assisted management in improving the timeliness and accuracy of work processed in the office.
- Assured that work assignments of office personnel was completed timely and in accordance with established procedures.
- Ensured the uniform and proper application of laws, regulations, policies and procedures of the Social Security Administration.
- Served as a resource person for office personnel.
- Conducted and participated in studies and projects and made recommendations for reducing backlogs and improving the processing of work.
- Conducted on-the-job and/or formal training for new and experienced office personnel.
- Conducted regular technical meetings with office staff to communicate pertinent information.
- Analyzed computer output to identify trends and to ensure uniform application of procedures.
Education
Bachelor of Arts - English
St. John's University
Jamaica, NY05-2024
Skills
- Written communication
- Data entry
- Data analysis
- Project management
- Leadership development
- Conflict management
- Team management
- Customer service
- Problem-solving
- Organizational skills
- Adaptability
- Strategic planning
Timeline
Section Chief
Social Security Administration, SSA
05.2022 - Current
Assistant Module Manager
Social Security Administration, SSA
04.2016 - 05.2022
Claims Specialist
Social Security Administration, SSA
11.2013 - 04.2016
Post Entitlement Technical Expert
Social Security Administration, SSA
09.2010 - 11.2013
Bachelor of Arts - English
St. John's University
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