Carolyn Collins
Carrollton,GA
Summary
Accomplished leader with extensive experience at the Social Security Administration, adept in strategic planning and operations management. Excelled in boosting employee morale and enhancing customer satisfaction through innovative training and development. Demonstrates exceptional leadership and customer service skills, ensuring compliance and operational excellence without exceeding a numerical percentage.
Overview
32
32
years of professional experience
Work History
District Manager
Social Security Administration
03.2008 - 12.2021
- Supervised 17 employees to enforce high-quality standards of operation.
- Ensured compliance with company policies and procedures as well as federal/state regulations by conducting regular audits of operational practices for each employee position within the office.
- Boosted employee morale by creating a positive work environment that encouraged teamwork, collaboration, and professional growth opportunities.
- Oversaw successful employee training and development, building maintenance, coordinating logistics, staffing, and electronic services promotional efforts to ensure agency goals were successfully met.
Operations Supervisor
Social Security Administration, SSA
04.2004 - 06.2007
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Motivated and trained employees to maximize team productivity.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
Claims Representative
Social Security Administration
02.2001 - 04.2004
- Worked productively in fast-moving work environment to process large volumes of claims.
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
Service Representative
Social Security Administration
01.1997 - 02.2001
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Maintained comprehensive knowledge of agency policies and services, ensuring accurate information was relayed to customers at all times.
Teleservice Representative
Social Security Administration
11.1993 - 12.1996
- Contributed positively to the workplace culture by actively participating in team meetings, sharing ideas, and supporting colleagues when needed.
- Provided claimants with additional services provided by partner agencies within their locale when appropriate by identifying opportunities within customer interactions.
- Navigated complex software systems to access customer information quickly and accurately during calls.
Records Analysis Clerk
Social Security Administration
05.1990 - 10.1993
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Interacted with customers by phone, email, or in-person to provide information.
- Reduced errors in data retention by carefully inputting information into computer systems with attention to detail.
- Improved customer satisfaction by promptly answering inquiries and assisting management with listings and maintaining accurate file storage.
Education
High School Diploma -
Pell City High School
Pell City, AL05.1983
Skills
Leadership skills
Recruiting and Hiring
Strategic Planning
Customer Service
Attention to Detail
Training and coaching
Operations Management
Customer Relations
Staff Development
Financial Management
Decision-Making
Timeline
District Manager
Social Security Administration
03.2008 - 12.2021
Operations Supervisor
Social Security Administration, SSA
04.2004 - 06.2007
Claims Representative
Social Security Administration
02.2001 - 04.2004
Service Representative
Social Security Administration
01.1997 - 02.2001
Teleservice Representative
Social Security Administration
11.1993 - 12.1996
Records Analysis Clerk
Social Security Administration
05.1990 - 10.1993
High School Diploma -
Pell City High School
Similar Profiles
Benjamin FoleyBenjamin Foley
Claims Technical Expert at Social Security Administration, SSAClaims Technical Expert at Social Security Administration, SSA
Cynthia Butler-GlascoCynthia Butler-Glasco
Health & Safety Officer at Social Security AdministrationHealth & Safety Officer at Social Security Administration
Michelle FloresMichelle Flores
Claims Technical Expert at Social Security Administration, SSAClaims Technical Expert at Social Security Administration, SSA
Billy SlackBilly Slack
Call Center Representative at Social Security Administration, SSACall Center Representative at Social Security Administration, SSA
Krishnaben R. PatelKrishnaben R. Patel
Regulatory Affairs Associate at Vero Biotech Inc.Regulatory Affairs Associate at Vero Biotech Inc.