Angela Daly
Philadelphia,PA
Summary
Dynamic Assistant Manager with proven expertise at the Social Security Administration, excelling in team leadership.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
30
30
years of professional experience
Work History
Assistant Manager
Social Security Administration
11.2017 - 04.2025
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service.
- Conducted performance evaluations, identifying areas for development and rewarding strong performance.
- Conducted performance evaluations and provided constructive feedback to employees.
- Facilitated team-building activities, enhancing team cohesion and morale.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Implemented staff training programs to elevate service standards and knowledge.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Benefit Authorizer
Social Security Administration, SSA
07.2005 - 11.2017
- Maintained compliance with all relevant regulations while authorizing benefits, minimizing risk of errors or penalties.
- Collaborated with other departments to ensure accurate information sharing, leading to better decision-making in benefit authorization processes.
- Streamlined workflow for the team by implementing improved documentation practices and organization methods.
- Completed insurance verification and benefit authorization with appropriate documentation in billing system.
- Provided excellent customer service by promptly responding to inquiries from clients and resolving their concerns.
- Reduced processing time for applications through diligent attention to detail and efficient work habits, improving overall productivity levels.
- Used analytical skills to detect potential fraud within claims submitted for benefits authorization, safeguarding program resources against misuse or abuse effectively.
- Conducted thorough case reviews, identifying potential issues that could impact benefit payments or eligibility determinations.
- Worked closely with medical professionals and other experts when necessary to gather vital information related to claim determination decisions.
- Presented warm, friendly and empathetic presence in person and by phone using active listening techniques.
- Configured coordination of benefits information and eligibility on every referral and documented pertinent data.
- Maintained database integrity, accurately identified correct account to secure and entered complete client information.
- Enhanced benefit delivery by efficiently processing claims and determining eligibility for various programs.
- Acted as a resource for colleagues when they required assistance with difficult or unusual cases, fostering a supportive working environment.
- Assisted in training new Benefit Authorizers, sharing best practices to improve overall team performance.
- Demonstrated to use electronic tools and systems available to organize and process daily work.
- Developed expertise in several complex benefit programs, increasing versatility in job functions and enhancing team capabilities.
- Participated in regular professional development opportunities to enhance skills and stay current with industry trends and best practices.
- Contributed to process improvement initiatives by providing feedback on current procedures and suggesting areas for enhancement.
- Managed caseload effectively, prioritizing tasks based on deadlines and complexity to meet required timelines consistently.
- Kept abreast of changes in policy or regulation affecting benefits administration, ensuring continued accuracy in decision-making processes.
- Exceeded performance metrics consistently by focusing on accuracy, efficiency, and positive outcomes in all tasks related to benefits authorization.
- Maintained accurate records of all communications with clients and other parties involved in each case, ensuring a clear audit trail if needed for future reference or dispute resolution purposes.
- Assisted clients with completion of applications and paperwork.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Communicated with people from various cultures and backgrounds on application process.
Customer Service Representative
Social Security Administration, SSA
02.2000 - 07.2005
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Claims Record Tecnician
Social Security Administration, SSA
08.1995 - 02.2000
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.
- Improved customer satisfaction, swiftly addressing and resolving technical inquiries and issues.
- Enhanced operational efficiency, automating repetitive technical tasks where possible.
- Maintained meticulous records of maintenance activities, ensuring compliance with industry standards.
Education
Certificate - Certified Nursing Assistant
Breslin School
Philadelphia, PA04.1995
Certificate - Cosmetology
Messina Cosmetology School
Philadelphia, PA09.1991
High School Diploma - Business
South Philadelphia High
Philadelphia, PA06.1989
Skills
- Customer service
- Team leadership
- Decision-making
- Customer relations
- Team motivation
- Staff management
- Goal setting
- Workload management
- Team building
- Customer rapport
- Recruiting and interviewing
Timeline
Assistant Manager
Social Security Administration
11.2017 - 04.2025
Benefit Authorizer
Social Security Administration, SSA
07.2005 - 11.2017
Customer Service Representative
Social Security Administration, SSA
02.2000 - 07.2005
Claims Record Tecnician
Social Security Administration, SSA
08.1995 - 02.2000
Certificate - Certified Nursing Assistant
Breslin School
Certificate - Cosmetology
Messina Cosmetology School
High School Diploma - Business
South Philadelphia High
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