Eileen A Brand

Team Leadership & Supervision

• Supervised 16 customer service representatives in high-volume inbound contact center, extending coverage to teams of up to 45 employees during staffing shortages to maintain service levels
• Oversaw all personnel actions — payroll, leave approvals, hiring, coaching, discipline, performance evaluations — for a workforce of up to 30 employees.
• Deliver corrective coaching and performance management, including formal write-ups and disciplinary recommendations in coordination with labor relations
• Conducted hiring interviews and made staffing recommendations for open positions, ensuring alignment with team needs and organizational goals

Quality Assurance & Coaching

• Audit new-hire trainee work product to identify accuracy trends and build individualized coaching plans
• Monitor KPIs and track performance issues to resolution, partnering with senior leadership when escalation is needed

Training & Development

• Design and deliver ongoing training on policy changes, systems updates, and new technology for a unit of 16+ employees
• Acted as the escalation point for complex customer inquiries and technical/systems issues, resolving problems that representatives could not handle independently.

Operations Management

• Planned and adjusted staffing models based on real-time call volume and leave usage, prioritizing workload to optimize customer service delivery

• Served as subject-matter expert on agency policy and systems, advising representatives on complex case resolution
• Delivered monthly training presentations on policy updates; developed original content for team-wide Off-Network meetings
• Conducted quality reviews of representative workloads and recorded call evaluations, identifying trends and delivering direct coaching feedback
• Investigated and verified Social Security benefit eligibility via the National 800 Number Network, ensuring strict PII compliance

• Evaluated and processed pre-claim and post-entitlement matters for Retirement, Survivors, Disability, and Supplemental Security Income programs, including complex cases involving Windfall Elimination Provision, Government Pension Offset, and Workers' Compensation offsets
• Screened callers for all applicable benefit types, explaining filing and adjudication processes to guide individuals through the application process
• Coordinated with Centers for Medicare/Medicaid Services on complex Medicare issues; utilized Language Line to serve non-English-speaking callers
• Identified and referred suspected fraud cases (including MySSA fraud and anomalous claims) to the Office of the Inspector General to protect program integrity
• De-escalated high-risk emotional and crisis calls, including situations involving suicide risk and threats requiring law enforcement referral
• Maintained daily proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
• Provided informal and formal technical guidance to colleagues on Medicare, Social Security, and SSI program questions; reviewed new-hire workloads while maintaining full personal caseload