Brian Kolesa
Shavertown,PA
Summary
With a proven track record at the Social Security Administration, I excel in customer service and team leadership, enhancing satisfaction and efficiency. Skilled in time management and decision-making, I've consistently exceeded performance metrics, leveraging both written and oral communication to drive team success and streamline operations.
Overview
16
16
years of professional experience
Work History
Assistant Module Manager
Social Security Administration
08.2023 - Current
- Strategize and assign daily workloads based on deadlines, priorities, targeted workloads and agency assignments to meet and exceed specific timelines.
- Maximized performance by monitoring daily activities and mentoring team members.
- Hold meaningful meetings with employees and upper management to communicate updates, strategies for improvement, and performance.
- Managed and motivated employees to be productive and engaged in work.
- Processed payroll accurately and efficiently, ensuring compliance with state and federal regulations.
Supervisory Contact Service Representative
Social Security Administration
01.2020 - 08.2023
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined call handling processes for improved efficiency and reduced wait times.
- Maintained a professional demeanor under pressure while delivering excellent customer experiences.
- Participated in ongoing professional development opportunities to continuously improve skills and knowledge in the field of customer service.
- Pilot new technology to improve customer and employee satisfaction.
- Assisted colleagues with challenging situations as needed, sharing expertise and promoting teamwork within the contact center environment.
Legal Administrative Specialist
Social Security Administration
03.2018 - 01.2020
- Configured coordination of benefits information and eligibility on every referral and documented pertinent data.
- Enhanced benefit delivery by efficiently processing claims and determining eligibility for various programs.
- 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.
Lead Customer Service Representative
Social Security Administration
10.2016 - 03.2018
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
- Provided detailed verbal and written communication to team members and management.
Human Resource Specialist
Social Security Administration
08.2016 - 10.2016
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Provided wide-scale training to new management.
- Monitored compliance with training initiatives within the organization for all job families.
Customer Service Representative
Social Security Administration
04.2009 - 08.2016
- 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.
Education
Bachelor of Science - Business Management
Pennsylvania State University
12-2007
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Communication (written and oral)
2019 Associate Commissioner's Citation
In recognition of commitment to consistently provide the highest quality customer service on the national 800 number and superior contributions to agency projects.
Timeline
Assistant Module Manager
Social Security Administration
08.2023 - Current
Supervisory Contact Service Representative
Social Security Administration
01.2020 - 08.2023
Legal Administrative Specialist
Social Security Administration
03.2018 - 01.2020
Lead Customer Service Representative
Social Security Administration
10.2016 - 03.2018
Human Resource Specialist
Social Security Administration
08.2016 - 10.2016
Customer Service Representative
Social Security Administration
04.2009 - 08.2016
Bachelor of Science - Business Management
Pennsylvania State University
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