Ana Garcia
Nutley,NJ
Summary
Empathetic professional with hands-on experience providing quality psychological services to children and adults. Skilled in identifying, assessing and diagnosing mental health and emotional issues. Develops and implements treatment plans and provides counseling and therapy to obtain maximum results for patients.
Overview
26
26
years of professional experience
Work History
Assistant District Manager
Social Security Administration, SSA
2024.01 - Current
- Managed senior-level personnel working in customer service capacities.
- Established team priorities, maintained schedules and monitored performance.
- Mentored team members to enhance professional development and accountability in workplace.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Operations Supervisor
Social Security Administration, SSA
2015.08 - 2023.12
- Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
- Collaborated with cross-functional teams to develop innovative solutions for improving overall business performance.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Motivated and trained employees to maximize team productivity.
- Developed strong communication and organizational skills through working on group projects.
Program Specialist
Social Security Administration, SSA
2014.06 - 2015.08
- Improved overall program effectiveness through comprehensive data analysis and evaluation of key performance indicators.
- Provided support to social service clients in navigating available resources.
- Evaluated program operations, successes and deficiencies to identify concerns and recommend strategies to enhance processes and elevate results.
- Planned and executed meetings to connect organizational representatives, community members and clients.
- Facilitated outreach activities to build community awareness.
Operations Supervisor
Social Security Administration, SSA
2010.05 - 2013.06
- Delivered services to customers within specific timeframes.
- Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
- Developed strong communication and organizational skills through working on group projects.
- Developed strong organizational and communication skills through coursework and volunteer activities.
Claims Technical Expert
Social Security Administration, SSA
2006.07 - 2010.05
- Researched and identified solutions to technical problems.
- Mentored junior team members in technical skills development, fostering growth within the organization''s talent pool.
- Configured and tested new software and hardware.
- Generated reports to track performance and analyze trends.
- Evaluated emerging technologies, making recommendations for integration into existing systems.
- Presented complex technical information in an accessible manner during meetings with non-technical stakeholders.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Claims Specialist
Social Security Administration, SSA
2002.09 - 2006.07
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Verified client information by analyzing existing evidence on file.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Checked documentation for accuracy and validity on updated systems.
Service Representative
Social Security Administration, SSA
1998.07 - 2001.07
- Delivered prompt service to prioritize customer needs.
- Participated in ongoing training programs to stay abreast of industry trends, emerging technologies, and best practices within the field of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Education
Master of Arts - Clinical Mental Health
Kean University
Union, NJ05.2026
Bachelor of Arts - Psychology
Kean University
Union, NJ05.2001
High School Diploma -
William L Dickinson High School
Jersey City, NJ06.1994
Skills
- Multicultural Competence
- Community resources specialist
- Empathy Development
- Building rapport
- Calm Under Pressure
- Interpersonal Communication
- Fluent in Spanish
- Relationship Building
Timeline
Assistant District Manager
Social Security Administration, SSA
2024.01 - Current
Operations Supervisor
Social Security Administration, SSA
2015.08 - 2023.12
Program Specialist
Social Security Administration, SSA
2014.06 - 2015.08
Operations Supervisor
Social Security Administration, SSA
2010.05 - 2013.06
Claims Technical Expert
Social Security Administration, SSA
2006.07 - 2010.05
Claims Specialist
Social Security Administration, SSA
2002.09 - 2006.07
Service Representative
Social Security Administration, SSA
1998.07 - 2001.07
Master of Arts - Clinical Mental Health
Kean University
Bachelor of Arts - Psychology
Kean University
High School Diploma -
William L Dickinson High School
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