Summary
Overview
Work History
Education
Skills
Timeline
Generic

Amber Davis

Rio Rancho

Summary

Professional with significant experience in customer service and administrative support, prepared for leadership roles. Strong focus on team collaboration and achieving results, adaptable to changing needs. Skilled in communication, conflict resolution, and process improvement. Known for reliability, problem-solving abilities, and results-driven mindset.

Overview

15
15
years of professional experience

Work History

Assistant Day Manager

Dion’s Pizza Co.
12.2010 - 09.2014
  • I became Assistant Manager within a two-year period. As Assistant Day Manager, I was responsible for the quality of food and customer satisfaction on a daily basis. In order for me to achieve this, I examined food quality and presentation before we gave the food to the customers and had food remade if it was not up to company standards. I ensured the store stayed clean by assigning different tasks to employees, such as sweeping and mopping, sanitizing counter tops, cleaning, and sanitizing any dishes that were used, as well as deep cleaning all areas of the store. I assigned a specific employee to check the temperatures every hour for each food station in the store ensuring food was staying at the appropriate temperatures. In order for the store to run smoothly, I was responsible for ordering food supply and office supplies. In order to accomplish these tasks, I would walk through our store daily to count each item and order the appropriate amount that would ensure the store would not run out of specific food items, drinks and any store supplies needed to perform daily work.
  • On a daily basis, I had expectations presented to me to meet certain company sales goals. To accomplish this, I would track the amount of money made each day versus how many employees were on schedule to work. In the event the store was not as busy as scheduled, I would make the decision to send employees home to meet corporate target efficiency. I was responsible for daily accounting of balances and profits, ensuring management that we were accomplishing our daily goals. This required me to count the money left in the register each day after my shift and verify the amount of money matched with the sales transactions. In the case the money balances did not match, I would recount each register and go through each transaction until the balances were even. My job required me to evaluate my employees work every three months. I wrote out appraisals for each employee and gave constructive suggestions on ways the employee could improve their performance. In the event an employee exceeded expectations, I awarded the employee with an increase in pay.
  • Avg. hours Per Week: 40+
  • Name & Telephone of Immediate Supervisor: John Owen (505) 867-6161
  • Number and Kind of Employees You Supervised: 13 Supervised


Customer Service Representative

SSA ABQTSC 500 Lead SW Albuquerque NM 87102
09.2016 - 01.2021
  • I answered calls for the 800 number for Social Security. As a Customer Service Representative, I responded to our customer’s needs. I assisted our customers with post-entitlement changes such as change of address and direct deposit, earnings discrepancies, status of pending claims, benefit estimates, and other general inquiries. I reviewed and reconciled reports of non-receipts of payments and processed critical payments when needed. To accomplish this, I reviewed all queries and interpreted those queries to determine what action to take. I was also responsible for making appointments for callers who wanted to file for retirement, and or survivor benefits, disability, Supplemental Security Income, and Medicare. To set up the appointments, I first had to screen for all possible benefits. Screening for benefits required me to have an overall knowledge and comprehension of Social Security programs and entitlement factors. I adjudicated abbreviated applications (ABAPs) for Supplemental Security Income when applicants are potentially ineligible but need a formal determination.
  • Part of my job was to be able to discuss in detail Title 2/Title 16 overpayments, determine the reasons for overpayments by reviewing queries and records, and assist our customers in filing appeals, waivers, and in making payment arrangements. I assisted callers in finding their local Social Security address, closing hours of operation, and location of their nearest Social Security office and hours of operation. In the event the customer’s needs were not within the scope of my job, I made referrals to other components of Social Security through written communication via Modernized Development Worksheets, Appointment Referrals, or administrative messages. In some instances, I had to communicate verbally by contacting different offices, such as Field offices, Disability Determination Units, or Program Service Centers. To accomplish these tasks, I am proficient in the use of our Chip, Policy Net, POMS, and all other sources available. I mentored newer employees. This required me sitting side-by-side and assisting them in the job training. I helped guide them towards working independently by helping them maneuver through CHIP. I served as a TRP in our unit and other units to help my co-workers with unusual, difficult or sensitive calls when the lead customer service representatives and supervisors were away for meetings or training and set an example by showing respect and courtesy to all my co-workers and to our public. Outside of my normal job duties, I provided additional knowledge I have found about fraud reports and work reports during unit meetings and sent emails to my co-workers when I needed to research different topics discussed.
  • In April 2019 I was selected to participate in the MySSA/Click to Chat pilot. In the MySSA cadre, I assisted customers to create, log into, and navigate through their online MySSA account. To achieve this, I reviewed RCS to determine what technical issue is preventing the caller from creating or logging into their account on their own. I have a thorough understanding of RCS transaction history in order to properly assist callers get through the identification process when creating an account or retrieving their username and resetting their password when an account is already established. In the event their needs are outside of my ability, such as credit protection preventing caller from creating an account on their own, I referred the caller to their servicing field office to request the necessary documentation from the office to finish their online needs. In some instances, callers will need assistance navigating through their online account to request a benefit estimate, benefit verification letter or other replacement documents. To accomplish this, I reviewed SSA ApPages to talk callers through each screen to successfully navigate through their online account.
  • As a Customer Service Representative in the Click to Chat cadre, I followed the same procedures as a National 800 number agent. I had to clearly explain answers the customer had on their record as well as any policy to the customer through written communication. In order to achieve this, I reviewed the customer’s records to the same extent as if their questions and concerns were being handled over the phone. In the event the customer did not understand my explanation, I provided a more detailed explanation as well as refer the customer to online publications that may offer a better understanding. I also processed all post-entitlement request changes the customer had through Click to Chat correspondence.
  • Civil Service Series (Or yearly Pay When Not Federal Employee): 0962
  • Avg. hours Per Week: 40
  • Name & Telephone of Immediate Supervisor: Patricia Brown 1-877-897-0605 ext. 18708
  • Number and Kind of Employees You Supervised: N/A

Lead Contact Representative (LCSR)

SSA ABQTSC 500 Lead SW Albuquerque NM 87102
01.2021 - Current
  • I am a Lead Contact Service Representative for Section D in the TSC. As a Lead Contact Representative, I assist CSRs in handling customer contacts. I help provide resolution to complex issues that CSRs may encounter when dealing with customer concerns. I provide guidance to and through the available resources that would help the CSRs perform their duties efficiently and effectively, such as CHIP, PCOM, Policy Net, POMS, and all other available resources. To achieve this, I analyze and develop complex policy and situations to determine the proper action that needs to be taken by carefully reading instructions and following policy guidance. I clearly and effectively communicate the explanation and proper action to the CSR by oral and written communication. In the event I require assistance researching or clarification on a policy, I utilize my peers and management to obtain guidance. I retrieve daily POS, MSSICS, eWork and overpayment reports to ensure all CSR’s inputs were completed correctly as well as document input rejects and make sure they are corrected by the CSR daily. When a CSR sends a Manager-to-Manager referral to me, I review the customer’s records to determine the request was the correct action taken, and forward to the referral to my Supervisor when necessary.
  • Part of my job is to conduct Service Observations for each CSR in my unit to determine accuracy, assess training needs, and provide feedback to ensure that the CSR’s comply with SSA’s policy and procedures. To achieve this, I listen to CSR’s call remotely through Verint to observe their call process and handling through screen capture. I follow the CHIP path used by the CSR and thoroughly review the Information and Instructions screen to determine proper handling of the call. In the event the CSR’s handling led to a service or payment error, I clearly explain error through written communication on reporting form and verbally provide feedback to the CSR. I convey the proper instructions as well as provide the CSR with examples on how they can handle the call in the future. I provide feedback to my supervisor on each CSR and make suggestions as to when a CSR may need further training.
  • When it is determined a CSR may need additional training, I work closely with my supervisor to determine the appropriate steps to take to better assist the CSR with training needs. Some examples of this would be spending additional time listening to live calls taken by the CSR and provide guidance to CSR, while caller is on the line, to prevent misinformation being given to the caller; or provide one on one training to the CSR on topics and areas they may be struggling to understand.
  • Each month, I create a PowerPoint presentation to present policy updates and additional training to my unit as needed. To do this, I review Policy Net to determine recent changes in policy and procedures, such as 800# Operational Bulletins, Administrative Messages, Emergency Messages and MSS Messages, and determine what updates to review with the CSRs to better assist the public. I provide examples and training on how policy will apply to existing procedures by including snip-its of CHIP, Policy Net, and any additional resources available for guidance on the procedures to the PowerPoint presentation. While working virtually, I present the PowerPoint through Microsoft Teams application while sharing my screen and verbally review information that is being presented, while allowing time for the CSRs to ask additional questions as needed. Some examples of training provided are Earnings corrections and how to properly input information in PCOM; SSID, MBR and PHUS Readings; How to post estimated wages to SSID; Proper processing for administrative waivers for T16 overpayments.
  • In order to keep myself organized and on schedule, I’ve created a monthly to do list schedule through Microsoft Excel. The spreadsheet allows me to maintain organization by documenting events, such as meetings, deadlines, and weekly priorities, which ensures I sustain time management to maximize my time throughout the day. The use of the spreadsheet allows me to manage and prioritize work assignments to achieve business results on a consistent basis. When I need to contact a beneficiary to record a Kudos call for a CSR or explain technical questions and policy to a Beneficiary, I utilize my spreadsheet to accurately take detailed notes provided by caller, which ensures I am able to determine appropriate development needed.
  • Civil Service Series (Or yearly Pay When Not Federal Employee): 0962
  • Avg. hours Per Week: 40
  • Name & Telephone of Immediate Supervisor: Tiffany Gurule 1-877-897-0605 Ext. 18717
  • Number and Kind of Employees You Supervised: N/A

Education

High School Grad or G.E.D. -

Bernalillo High School
Bernalillo, NM

Skills

  • Typing 45WPM
  • Shorthand WPM
  • Call center experience
  • Task delegation
  • Policy enforcement
  • CRM software
  • Teamwork and collaboration
  • Problem-solving skills
  • Time management
  • Excellent communication

Timeline

Lead Contact Representative (LCSR)

SSA ABQTSC 500 Lead SW Albuquerque NM 87102
01.2021 - Current

Customer Service Representative

SSA ABQTSC 500 Lead SW Albuquerque NM 87102
09.2016 - 01.2021

Assistant Day Manager

Dion’s Pizza Co.
12.2010 - 09.2014

High School Grad or G.E.D. -

Bernalillo High School

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