Dedra Bernard

I leverage my call center experience, customer service skills, problem solving, and attention to detail to deliver a positive customer experience. I am a Tier2 environment by I handle T2 level customer inquiries, resolve complex cases, and support their T1 Agent peers in protocol clarifications. I work Special projects on a daily basis which include, CCA/OMB cases, HOH Sub ID Cases, I assist with back-up training for new hires. I also use research, critical thinking, and collaboration to deliver high quality options and solutions to clients and colleagues. Facilitated the efficient processing of applications for services, including reviewing documentation and determining eligibility requirements.

• Maintained accurate records of all citizen interactions using a computerized database system.
• Assisted citizens with filling out forms accurately and completely in accordance with regulations.
• Participated in training sessions to stay up-to-date on policy changes or updates.
• Responded promptly to emails, phone calls, letters and other correspondence from citizens.
• Advised management on potential problems or challenges related to the provision of services.
• Reviewed existing policies and procedures relating to citizen services on a regular basis.
• Maintained positive working relationship with fellow staff and management.