Catalina Horta
Social Security Administration, SSA
Salina,CA
23
years of professional experience
Experienced customer service professional with 20+ years resolving complex benefit and account concerns. Known for active listening, accurate data handling, and calm conflict resolution under pressure.
Work History
Customer Service Representative
20 Years 4 Months- Guided customers through claims procedures, required forms, and supporting documentation for timely submission.
- Resolved benefit inquiries by interpreting Social Security policy and explaining entitlement requirements clearly.
- Verified claimant information using agency systems and supporting records to ensure eligibility accuracy.
- Processed applications, updates, and record changes while maintaining accurate case documentation.
- Applied detailed knowledge of program rules to answer questions on retirement, disability, and survivor benefits.
- Maintained confidentiality while handling sensitive personal data and protecting program integrity.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Assist callers with MySSA online
- Provide accurate information pertaining to income limits, reductions and resources.
Customer Service Representative
8 Months- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Post information from various reports and documents to appropriate records
- Made large daily transfers for companies for their daily outgoing expenses
- completed payroll and wire transfers for large companies
Central Processing Assistant
1 Year 7 Months- Processed banking transactions and account maintenance requests with strong attention to accuracy and compliance.
- Reviewed supporting documentation to ensure completeness before routing items for further processing.
- Coordinated with branch and operations staff to resolve account and transaction discrepancies.
- Verified customer information and updated records to maintain data integrity across core systems.
Education
High School Diploma
Skills
Customer service
Active listening
Critical thinking
Data management
Customer relations
Conflict resolution
Problem resolution
Customer relations
Telephone etiquette
Customer relationship management
Regulatory compliance
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Received Monetary Cash Awards almost annually for my productivity and knowledge
- Training courses multiple times per year including Safety Awareness, Phone Pro, Operation Security, Fraud and Diversity
Timeline
Customer Service Representative
Social Security Administration, SSA
04.2005 - 08.2025Read More
Customer Service Representative
Community Bank of Central California
07.2004 - 03.2005Read More
Central Processing Assistant
Community Bank of Central California
12.2002 - 07.2004Read More
El Camino High
High School Diploma
Read More