Charles Harris
Hillside,IL
Summary
Business professional with a vast background in customer service and sales administration daily tasks require strong verbal and written communication skills, including knowledge of computer systems in a business environment.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Social Security Adminstration
11.2021 - Current
- Process Title 2 and/or assigned Title 16 post entitlement workloads using appropriate automation tools and systems inputs. Initiates contacts with beneficiaries or others to obtain reports and clarify inconsistent or incomplete reports. Reviews pertinent material and related folders or electronic record, resolves conflicting statements, evidence, and information, and provides full explanations of actions taken or to be taken, citing significant facts on which decisions are based. Investigates and resolves systems-identified discrepancies and questionable situations, such as death alert and centenarian inquiries.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Lead Customer Service Representative
Social Security Administration, SSA
01.2021 - 10.2021
- Work Leader and Technical Advisor to the Customer Service Representatives in both program issues and equipment/systems problems.
- Develop appropriate training materials, schedules and plans to meet those needs. Conducts Service Evaluations: evaluates telephone interviews through service observation to determine accuracy, completeness, voice-tone and consistency of information provided and assures that responses are made in a helpful and courteous manner.
- Conducts training for office staff as required performs non-supervisory work of the same kind and level as the CSRs. (i.e., takes calls, prepare refresher training materials for CSRS). Collected and sorted all rejects and overnight printer traffic, distributing general traffic to the CSRs, and files input hardcopies. Responsible for Post entitlement Pending List, Pending Workloads on eWorks, pending MDW list, WMS – Earnings Modernization pending list 2.8 – income correction list, SSI pending list, W – 4V inputs, Transmittals and Policy Net. Assist (CSRs) tele – workers with technical advice via SKYPE, telephone and email. Assist Management with Supervisor calls, one on one training for (CSRs) and shining star letters for 7B File. Sent out availability of (LCSRs), Chip Tips and reminder items to TSC via Outlook. Conduct LCSR meetings, refresher training in Unit meetings and kept ledger of daily task.
Contact Center Representative
Social Security Administration, SSA
08.2003 - 10.2021
- Interviews beneficiaries, their representatives, and/or the public or responds to their calls and inquiries. Determines the nature of their problem or interest.
- Explained technical provisions of SSA programs, elicits relevant facts and resolves problems with payments or eligibility. Provides beneficiaries with information about eligibility. Provides beneficiaries with information about eligibility and benefits being paid under all programs administered by SSA. Screens for all possible entitlement to benefits.
- Furnishes information to the public about work incentive provisions, compliance with various beneficiary reporting requirements and submitting appropriate reports to continue, suspend or terminate monthly payments. Explains basis for decisions and appeal rights when inquirers question determinations or decisions. As needed, informs inquirers of different methods of filing a claim. Advises inquirers about filing online. Offers online services, or schedules phone or in-office appointments.
Education
Business Administration
Robert Morris University - Illinois
Chicago, ILSkills
Lead Customer Service Representative, Medicare Cadre , TSC Instructor, TSC Training Mentor, Debt Consultant, Technical Expert
Refferals
Social Security Administration
Kendall Walker
Operations Supervisor
Contact Number: 877-430-7654 Ext: 14809
Social Security Administration
Clifton Smith
Operations Supervisor
Contact Number: 877-430-7654 Ext 14801
By The Hands For Kids
Bernadette Ballenger
Site Director
Contact Number: 312-208-6094
Timeline
Customer Service Representative
Social Security Adminstration
11.2021 - Current
Lead Customer Service Representative
Social Security Administration, SSA
01.2021 - 10.2021
Contact Center Representative
Social Security Administration, SSA
08.2003 - 10.2021
Business Administration
Robert Morris University - Illinois
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