Erica Woolfolk

• Maintained effective schedule balance between rest periods, active play and instruction.
• Sanitized dishes, tabletops, toys and frequently touched surfaces to prevent spreading of germs.
• Enforced rules and managed behavior through developmentally appropriate discipline.
• Led children in creative, athletic and educational activities while maintaining safe and orderly group.
• Introduced children to educational games and activities to boost learning.
• Observed play activities to identify positive behaviors and areas in need of improvement, implementing behavior redirection where appropriate.
• Prepared healthy foods and beverages for children based on optimal dietary guidelines and individual restrictions.
• Applied positive behavior management techniques to enhance social interactions and emotional development.
• Assisted children with putting on coats and cold-weather gear before going outside.
• Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
• Documented data and completed accurate updates to case records.
• Interviewed individuals and families to assess needs and provide informational resources.

Customer Service Representative (GS-5 ) 40hr, Social Security Administration

• As a customer service representative, it was my responsibility to conduct interviews at the front window and by phone to address the concerns of beneficiaries and their representatives. I informed the public about eligibility requirements for Social Security benefits, provided answers to general inquires, discussed reporting requirements with payee representatives and sent the required documents to continue receiving benefits.
• I implemented a variety of interviewing techniques to diffuse difficult situations and help claimants resolve problems with their benefits. I also distributed pamphlets, factsheets and brochures to remind the public of changes within Social Security/Medicare.
• On any occasion, I received an inquiry about RSDI benefit, I would discuss the factors of entitlement with claimants. I provided benefit estimates; informed them of the required documents to process their claims (e.g. birth, marriage or divorce certificates, adoption papers, court orders) and scheduled appointments for them to return said documents to file formal applications for benefits. I examined benefit records to locate and reconcile discrepancies that caused an interruption in monthly benefits.
• I utilized TCIS to determine the status of ACH deposits and/or checks and queried the ROAR/DCN tracker to ascertain a claimant’s payment history before requesting a replacement check.I reviewed the benefit record to determine the amount due, verified claimant’s payment information, gathered the required evidentiary documents and obtain managerial approval before issuing a critical or immediate payment. I explained overpayment notices to and initiated repayment plans for beneficiaries and their payees. I collected the supporting evidence required for waivers and/or reconsiderations and delayed, suspended or resumed collection of overpayments as needed.
• I was careful to remind beneficiaries of their reporting responsibilities in an attempt to prevent future overpayments from occurring.I processed both new and replacement SS5s. I collected the required evidentiary documents for SSN applications and inspected them using Docutector and SAVE to maintain the integrity of the enumeration process. I investigated fraud allegations, gathered evidentiary documents and referred cases to OIG via e8551.
• I utilized Direct Deposit (Auto-Enrollment) Fraud Block and Registration and Customer Support on MySocialSecurity to help protect claimants from financial hardship due to loss of benefits. During interviews with the public, I gave claimants tips on how to avoid scams and safeguard their PII. I protected each claimant’s PII from theft or misuse by personally identifying them at the beginning of the interview.