Debra Willis
Bessemer,AL
Summary
Dynamic Claims Tech Expert with extensive experience at the Social Security Administration, excelling in IT infrastructure management and customer support. Proven track record in enhancing operational efficiency through innovative solutions and effective training. Recognized for strong problem-solving abilities and exceptional communication skills, fostering collaboration and driving team success.
Overview
44
44
years of professional experience
10
10
Certification
Work History
Rehired Annuitant — Claims Tech Expert (Temp)
Social Security Administration
09.2023 - 01.2025
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Claims Technical Expert
Social Security Administration
05.2015 - 01.2022
- Provided technical support for software applications utilized in case processing and customer service operations.
- Ensured data accuracy within systems by conducting regular audits and implementing corrective measures.
- Collaborated with cross-functional teams to streamline workflows and enhance user experience for online services.
- Developed training materials for staff on new technologies, improving overall team proficiency and confidence.
- Presented complex technical information in an accessible manner during meetings with non-technical stakeholders.
- Conducted comprehensive training sessions on new software for end-users, leading to a smoother transition during implementation phases.
- Developed innovative solutions to address client needs, resulting in improved customer satisfaction.
- Supported clients through timely responses to inquiries, providing expert guidance and assistance as needed.
- Mentored junior team members in technical skills development, fostering growth within the organization''s talent pool.
- Spearheaded process improvement initiatives that led to increased efficiency in daily operations across departments.
- Delivered high-quality technical documentation that facilitated better understanding of complex systems among team members.
- Developed and implemented preventive maintenance procedures.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
- Offered assistance in implementing and developing training programs.
- Researched and identified solutions to technical problems.
- Generated reports to track performance and analyze trends.
- Assisted in development of system security protocols.
- Installed, configured and maintained computer systems and network connections.
- Analyzed data trends using advanced analytics techniques, effectively informing decision-making at the executive level.
- Streamlined processes for faster troubleshooting, reducing downtime and increasing productivity.
- Evaluated emerging technologies, making recommendations for integration into existing systems.
- Led cross-functional teams to successfully complete large-scale projects within budget and timeline constraints.
- Enhanced system performance by identifying and resolving complex technical issues.
- Mentored junior staff on best practices for technical problem-solving and customer interactions, fostering a culture of continuous learning.
- Led initiatives to optimize processes, resulting in improved turnaround times for case resolutions and claims processing.
- Analyzed system performance metrics to identify areas for improvement, driving strategic enhancements in service delivery.
- Assisted in troubleshooting complex technical issues, delivering timely solutions to enhance operational efficiency.
Claims Specialist
Social Security Adminstration
10.2010 - 05.2015
- Evaluated claims for eligibility based on federal regulations and policies.
- Assisted clients in understanding benefits and claims processes.
- Conducted thorough reviews of documentation to ensure accuracy and compliance.
- Liaised with other departments to resolve claim-related issues efficiently.
- Provided training and support to new team members on procedural guidelines.
- Implemented process improvements that enhanced claim processing efficiency.
- Monitored changes in legislation affecting claims and adjusted procedures accordingly.
- Developed informative materials for clients to improve understanding of services offered.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Followed up with customers on unresolved issues.
- Collaborated with cross-functional teams to optimize claims handling procedures, resulting in improved productivity.
- Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
- Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
- Delivered comprehensive training sessions for new hires on claims handling procedures, policy interpretation basics, negotiation techniques, and other core competencies related to the role of a Claims Specialist.
- Demonstrated adaptability by successfully managing a diverse range of claim types, including property damage, bodily injury, liability disputes, and more.
- Identified fraudulent claims through diligent investigation and collaboration with law enforcement agencies when necessary.
- Improved claim processing efficiency by streamlining workflows and implementing time-saving strategies.
- Achieved performance targets consistently through attention to detail, effective time management, and strong decision-making abilities.
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Maintained accurate records by diligently updating claim files and ensuring all required documentation was submitted in a timely manner.
- Leveraged industry best practices to refine claims handling procedures, setting new standard for operational excellence.
- Coordinated with legal teams on complex claims, ensuring all regulatory requirements were met and protecting company interests.
- Enhanced customer trust and satisfaction by efficiently resolving claims disputes.
- Reduced fraudulent claims by implementing stringent verification processes, safeguarding company assets.
- Managed portfolio of high-value claims, ensuring meticulous attention to detail and adherence to policy terms.
- Streamlined documentation workflow, enabling quicker claim resolution and enhancing customer satisfaction.
- Enhanced data integrity and security in claim management systems, protecting sensitive information from potential breaches.
- Negotiated settlements with claimants and attorneys, achieving favorable outcomes for all parties involved.
- Provided expert advice on complex claim issues, aiding in resolution of high-stakes disputes.
- Facilitated smooth communication between claimants and adjusters, ensuring transparent and positive experience.
- Developed and implemented training programs for new claims specialists, boosting team efficiency and knowledge.
- Conducted detailed investigations into suspicious claims, successfully identifying and addressing fraudulent activities.
- Analyzed claim documents to ensure accuracy and compliance, mitigating risk of financial loss.
- Improved team morale and productivity by fostering collaborative work environment.
- Evaluated and settled complex insurance claims in strict timeframes.
- Verified client information by analyzing existing evidence on file.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Processed and recorded new policies and claims.
- Checked documentation for accuracy and validity on updated systems.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Posted payments to accounts and maintained records.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Modified, updated and processed existing policies.
- Calculated adjustments, premiums and refunds.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Generated, posted and attached information to claim files.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Enhanced accuracy of claim assessments by adopting advanced analytical tools, leading to more informed decision-making.
Debtor Contact Specialist
Social Security Administration
09.2004 - 10.2010
- Assisted customers with inquiries regarding Social Security benefits and services.
- Processed applications and claims, ensuring compliance with agency guidelines.
- Maintained accurate records in electronic systems for efficient data retrieval.
- Collaborated with team members to improve customer service workflows and processes.
- Provided training support to new staff on procedures and best practices.
- Monitored case progress and followed up on pending issues for resolution.
- Resolved complex customer concerns by applying problem-solving techniques effectively.
- Contributed to quality assurance efforts by reviewing documentation for accuracy and completeness.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Participated actively in regular team meetings, sharing valuable insights and suggestions for further enhancing the customer experience journey.
- Streamlined communication channels with clients by implementing effective follow-up procedures, resulting in improved client retention rates.
- Contributed positively to overall team morale by maintaining a positive attitude and consistently demonstrating a strong work ethic, even during periods of high call volume or increased workload pressures.
- Mentored junior team members, fostering a supportive learning environment where shared knowledge facilitated ongoing individual growth and success.
- Completed files and paperwork accurately and thoroughly and contacted outside parties to collect or clarify documentation.
- Maintained high levels of service quality by consistently meeting performance metrics and adhering to established protocols.
- Acted as direct point of contact on delinquent or imminent default accounts and assisted through loss mitigation servicing process.
- Identified opportunities for process improvement, leading to more efficient workflows and reduced operational costs.
- Assessed and resolved customer service problems and executed solutions.
- Handled escalated customer issues promptly and professionally, demonstrating genuine concern for their needs while working diligently towards satisfactory resolutions.
- Contacted customers to resolve account delinquency status while minimizing company interest losses.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Sought ways to improve processes and services provided.
- Identified and resolved discrepancies and errors in customer accounts.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Investigated and resolved accounting, service and delivery concerns.
Benefit Authorizer
Social Security Administration, SSA
04.1998 - 09.2004
- Evaluated and processed benefit claims for accuracy and compliance with federal regulations.
- Collaborated with stakeholders to resolve discrepancies in client records and benefits eligibility.
- Utilized case management systems to track applications and maintain detailed documentation of decisions.
- Provided guidance to clients regarding benefit options, eligibility requirements, and application procedures.
- Identified areas for process improvement to enhance service delivery and reduce processing times.
Teleservice Representative
Social Security Administration Headquarters
06.1989 - 04.1998
- Assisted beneficiaries with inquiries regarding Social Security programs and services.
- Processed applications and maintained accurate records in agency databases.
- Provided clear explanations of eligibility requirements and benefits options to clients.
- Collaborated with team members to streamline information dissemination processes.
- Addressed customer concerns effectively, ensuring timely resolution and satisfaction.
- Updated client information in systems, enhancing accuracy for future interactions.
- Trained new staff on procedures, improving overall team efficiency and knowledge sharing.
- Collaborated with team members to provide seamless support to customers, delivering a unified experience.
- Contributed positively to the workplace culture by actively participating in team meetings, sharing ideas, and supporting colleagues when needed.
- Enhanced customer satisfaction by addressing and resolving inquiries efficiently and professionally.
- Assisted customers in navigating online platforms, promoting self-service options while still providing personalized support when necessary.
- Navigated complex software systems to access customer information quickly and accurately during calls.
- Managed multiple priorities simultaneously, ensuring timely completion of tasks and meeting deadlines consistently.
- Streamlined call handling processes for improved response times and increased productivity.
- Minimized escalations by identifying and addressing client needs.
- Delivered single call resolutions and maintained customer satisfaction through quality servicing.
- Enhanced junior team performance through mentoring.
- Improved overall efficiency by offering suggestions for process improvements based on personal experience and observations in the role.
- Participated in ongoing training sessions to stay current with industry trends and boost performance in the teleservice role.
- Prioritized workload effectively under pressure while maintaining a calm disposition during peak call periods.
- Handled sensitive account information securely following company protocols to maintain confidentiality at all times.
- Achieved high first-call resolution rates by effectively troubleshooting customer issues.
- Provided comprehensive billing support, explaining charges clearly to ensure customer understanding and satisfaction.
- Answered calls, took messages, and transferred calls to correct individuals.
- Asked pertinent questions to understand customer requirements.
- Recorded contact information of customers and potential customers in internal database.
- Recorded and updated customer information in online systems.
- Overcame objections using friendly, persuasive strategies.
- Set up appointments with interested customers according to schedule availability.
- Opened new accounts and documented personal, demographic, and payment information in system.
Education
Certificate of Technical Studies - Computer And Information Systems Security
Jefferson State Community College
Birmingham, Alabama, ALAssociate of Applied Science - Business Administration
Birmingham Southern College of Business
Birmingham, AL07.1979
High School Diploma -
Brighton High School
Brighton AL05.1977
Skills
- IT infrastructure management
- Customer support
- Training and mentoring
- Hardware maintenance
- Network security
- System administration
- Information security
- Big data analytics
- Teamwork
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Microsoft windows and office
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Network support
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Remote support
- Relationship building
- Help desk support
- Friendly and patient
- Troubleshooting network issues
- Team building
- Task prioritization
- Self motivation
- Interpersonal skills
- Analytical thinking
- Customer service expert
- Highly professional
- Goal setting
- Risk assessment
- Professionalism
- Customer communication and empathy
Accomplishments
I began my Federal employment December 1979 with Social Security Administration.
I completed additional training courses and received certificates during employment with Social Security Administration including:
- Workload Support Unit Internet Disability Training - 272 Hours - Certificate Received
- Internet Claims Taking - Claims Authorizer Training - 248 Hours - Certificate Received
- Debt Specialist Training - 320 Hours - Certificate Received
- Benefit Authorizer Training - 6 Months - Certificate Received
- Instructor Training (Certified Instructor) - 40 Hours - Certificate Received
- Teleservice Representative Training- 320 Hours - Certificate Received
- Anti-Fraud Training
- Performance Assessment and Communication Systems Training for Employees
- Mandatory Active Shooter Training
- Records and Information Management Training
- Diversity Inclusion Cultural Education Training
I received numerous performance awards and recognition for each position assigned, including a Deputy Commissioner Citation, until my retirement January 2022.
I was rehired September 2023 through January 2025 as a Temporary Rehired Annuitant to assist the Agency with a heavy workload. I worked 24 hours per week until my temporary employment ended January 31, 2025.
Certification
I received numerous certifications during my employment with Social Security Administration as noted (See ‘Accomplishments’ Section)
Additional Information
Available for employment upon request.
Timeline
Rehired Annuitant — Claims Tech Expert (Temp)
Social Security Administration
09.2023 - 01.2025
Claims Technical Expert
Social Security Administration
05.2015 - 01.2022
Claims Specialist
Social Security Adminstration
10.2010 - 05.2015
Debtor Contact Specialist
Social Security Administration
09.2004 - 10.2010
Benefit Authorizer
Social Security Administration, SSA
04.1998 - 09.2004
Teleservice Representative
Social Security Administration Headquarters
06.1989 - 04.1998
Certificate of Technical Studies - Computer And Information Systems Security
Jefferson State Community College
Associate of Applied Science - Business Administration
Birmingham Southern College of Business
High School Diploma -
Brighton High School