Christina Montoya
Albuquerque,NM
Summary
Dedicated professional with a robust background in managing teleservice center operations, ensuring high standards of customer service and effective processing of intricate post-entitlement actions. Skilled in developing training initiatives, evaluating performance, and implementing strategic improvements to elevate overall operational efficiency.
Overview
12
12
years of professional experience
Work History
Supervisory Contact Representative (TSC Section Manager) – GS-962-13
Social Security Administration (SSA)
01.2022 - Current
- Company Overview: Social Security Administration – Mega Teleservice Center (TSC)
- Provide leadership and direction for a TSC Section comprising approximately 130–200 employees, including subordinate supervisors and staff, ensuring delivery of high-quality service to the public on complex Social Security programs such as Retirement, Survivor, Disability, Health Insurance, SSI, and Black Lung benefits.
- Manage operations of a multi-shift section, balancing workload assignments, scheduling, and staffing to meet service goals while accommodating diverse work schedules including part-time, compressed, flextime, credit hours, and overtime.
- Plan and coordinate complex projects with area-wide and region-wide impact, collaborating with field offices, Central and Regional Offices, and other SSA components to develop solutions and improve service delivery.
- Oversee training and development programs to ensure employees are equipped to handle inquiries from English and non-English speaking callers, maintaining high standards of customer service and technical accuracy.
- Establish section work plans, priorities, and schedules aligned with agency goals; identify operational challenges and implement effective solutions.
- Supervise subordinate supervisors, including evaluating their performance, providing guidance on employee appraisals, and fostering leadership development.
- Administer personnel programs encompassing employee relations, merit promotion, standards of conduct, and equal employment opportunity initiatives; serve as selecting official for hiring and approve disciplinary and performance-based actions.
- Monitor and analyze program trends, public feedback, and operational data to recommend policy changes and improve service quality.
- Manage SSI overpayment workload, ensuring accurate processing and application of SSA rules regarding appeals, waivers, and overpayment resolutions.
- Maintain knowledge of telephone systems and technology to optimize call center operations.
- Lead local union negotiations and collaborate with employee representatives to resolve complex human resource issues, ensuring compliance with labor agreements and fostering positive labor-management relations.
- Promote diversity and inclusion by accommodating employees with disabilities and supporting special employment programs such as Career Opportunities Training Agreements (COTAs).
- Ensure security protocols are implemented and enforced to protect sensitive information and maintain operational integrity.
- Serve as a key liaison with regional and national SSA officials, other federal agencies, and congressional staff to support TSC objectives and represent the agency in various forums.
Teleservice Center Supervisor -GS-962-12
Social Security Administration (SSA)
05.2013 - 01.2022
- Company Overview: Social Security Administration – Mega Teleservice Center (TSC)
- Provide first-line supervision and technical direction over work processing, procedures, systems, security, and personnel in a teleservice center unit, supervising an average of 25 employees ranging from GS-4 to GS-9, with over 50% at the GS-8 level.
- Direct employees delivering comprehensive information and referral services on all SSA programs and other State/Federal benefits via the national 800 number system, serving a broad and diverse public audience nationwide.
- Monitor and adjust employee and workload schedules daily to ensure adequate staffing levels for timely and effective public response, managing unpredictable call volumes and employee leave.
- Develop and implement extensive training programs tailored to new hires, developmental employees, and ongoing policy and technology changes, ensuring staff proficiency in SSA’s advanced teleservice technology and delegated post-entitlement actions.
- Exercise delegated authority to plan, organize, and control unit operations, including setting priorities, assigning work based on complexity and employee skill levels, and ensuring equitable workload distribution.
- Conduct performance evaluations, provide coaching and counseling, and manage disciplinary actions, maintaining compliance with SSA policies and labor agreements.
- Lead recruitment efforts including interviewing candidates, conducting reference checks, and recommending hiring and promotion actions.
- Collaborate with union representatives and administrative staff to resolve employee complaints and address workforce challenges in a high-stress, high-turnover environment.
- Utilize Management Information (MI) data to identify and implement process improvements, streamline workflows, and enhance service quality and efficiency.
- Manage the integration and support of specialized technology for visually impaired employees, addressing unique challenges related to hardware/software reliability and accessibility.
- Maintain effective communication with peers, regional operations staff, and the public to ensure consistent and accurate information dissemination and coordination of work efforts.
Education
High School Diploma -
West Mesa
Albuquerque, NMSkills
- Leadership and team supervision
- Workforce scheduling and resource management
- Employee training and development
- Performance evaluation and counseling
- Conflict resolution and labor relations
- Process improvement and quality assurance
- Knowledge of SSA programs and policies
- Proficient in teleservice technologies
- Data analysis and management systems
- Accessibility support for visually impaired employees
Training and Professional Development
- Leadercamp on-demand: Increase Your Happiness and Resilience — June 2025
- FY 2025 Information Security & Privacy Awareness Training (Parts 1 & 2) — 2025
- FY 2025 Navigating Whistleblower Complaints: Effective Response Strategies — 2025
- FY 2025 Records and Information Management Training for SSA Employees — 2025
- FY 2025 Reasonable Accommodation and Schedule A Training for Managers — 2025
- Communicating with Tact, Diplomacy, and Professionalism — September 2024
- Leading by Example FY24 - Managing Difficult Interactions — August-September 2024
- Anti-Harassment for Managers — October-November 2024
- FY 2024 Veterans Employment Initiative (VEI) — July-August 2024
- FY 2024 Disability Awareness Training for SSA Employees — May-July 2024
- Human Trafficking Awareness Training — April-June 2024
- Ethics and Professionalism — March-May 2023
- Professional in Human Resources: Talent Planning & Employee Relations — November 2023 – January 2024
- FY 2023 National Anti-Fraud Training — 2023
- DEIA Training: Spark Next Level Leadership & Becoming a DEI Ally — 2022
- Stress Management for Managers — January 2022
- SSA Background Investigation Upgrade: 5 CFR 1400 Regulation — November 2021
- Unconscious Bias Training Series — October 2021 – January 2022
Timeline
Supervisory Contact Representative (TSC Section Manager) – GS-962-13
Social Security Administration (SSA)
01.2022 - Current
Teleservice Center Supervisor -GS-962-12
Social Security Administration (SSA)
05.2013 - 01.2022
High School Diploma -
West Mesa
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