Ericka Ward

SOCIAL SECURITY ADMINISTRATION, Leveraged experience as a Title 16 Claims Specialist to enhance customer support strategies

• Applied strong communication skills developed in addressing public inquiries to serve as a trusted point of contact for customers
• Translated the ability to process claims effectively into guiding the public through the adoption and retention process of Title 16
• Applied problem-solving skills honed in processing social security claims to address and resolve client requests, ensuring the resolution of critical issues
• Utilized organizational skills developed in managing claims to maintain a cadence of communication with customers about their claims
• Contributed to ongoing initiatives to continuously improve customer success strategies, drawing on insights from a background in managing public inquiries
• Developed knowledge base content and training guides related to customer support and success, leveraging the ability to explain complex processes to the public
• Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
• Followed up with customers on unresolved issues.

• Applied financial management skills ensuring efficient use of resources and budgeting
• Translated experience in coordinating with various departments into effective communication across internal and customer audiences at all levels
• Leveraged project management skills developed in overseeing public works projects to manage a high-volume customer base effectively
• Utilized strong organizational skills honed in financial record-keeping to contribute to ongoing initiatives aimed at improving customer success strategies
• Maintained positive customer relationships, drawing on experience in building and sustaining relationships with vendors, contractors, and project managers
• Contributed to the development of knowledge base content and training guides related to customer support and success.
• Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
• Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.

• GRADES 5-8
• Applied curriculum design expertise to guide colleagues in developing and enhancing their digital learning programs
• Planned and implemented different daily activities to enhance overall development and growth of every student.
• Designed lesson plans for teaching staff and worked closely with administration for compliance with state curricula.
• Maintained detailed records of attendance, test scores and assignment grades for each student to identify trends and rectify issues.
• Oversaw work of teaching team to optimize student education.
• Designed training program to teach new teachers school guidelines and increase overall success.
• Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
• Shifted between formal and informal methods of teaching to keep students engaged.
• Leveraged experience in managing classrooms and ESL students to serve as a trusted point of contact ensuring learner engagement and program value
• Utilized leadership skills developed as a Lead Teacher to effectively drive adoption of English Education Technology
• Maintained a positive and inclusive learning environment, drawing on experience in managing classroom behavior and discipline
• Communicated effectively with students, parents, and administrators about their adoption and usage trends in ESL Learning, providing valuable insights for deeper engagement.

• Initiated, facilitated and moderated classroom discussions for college-level English students.
• Encouraged class discussions by building discussions into lessons, actively soliciting input, asking open-ended questions and using techniques to track student participation.
• Planned, prepared and delivered lessons on American literature, British literature and grammar to 90 students daily.
• Conducted intensive summer courses in analysis of English texts.
• Designed and developed instructional activities using data from student learning style assessments.
• Evaluated students' abilities and grasp of English language, keeping appropriate records and preparing progress reports.
• Developed lesson plans and adapted curriculum to meet individual needs of students

• Organized special events and activities to boost youth engagement and improve lives of at-risk children.
• Observed staff and volunteers to verify compliance with educational, safety and interpersonal guidelines.
• Strengthened academic, social and physical education program offerings for area youth.
• Coordinated logistics for meals, transportation and program delivery.
• Partnered with businesses, schools and nonprofits to expand youth program outreach and impact.
• Established clear policies for handling emergency behavioral, illness and injury incidents.
• Procured new supplies and equipment in line with budget goals.
• Provided leadership, guidance and support to staff members.
• Assessed community needs and identified resources for social and community service programs.
• Analyzed trends and data to inform decision-making and program development.
• Created and managed budgets, efficiently allocating resources for social and community service projects.
• Conducted outreach activities to engage local stakeholders in programs.

• Created and updated records and files to maintain document compliance.
• Entered data into system and accurately updated customer accounts.
• Offered technical support and troubleshot issues to enhance office productivity.
• Delivered top-notch administrative support to office staff, promoting excellence in office operations.
• Conducted research to assist with routine tasks and special projects.
• Sorted, opened, and routed mail and deliveries to meet business requirements.
• Answered incoming phone calls pleasantly directed calls to appropriate personnel.

• Awarded Poetry Novice Publication
• Honoree of U.S. Embassy Speaker to Peace Corps Volunteers
• Elected to Secretary/Treasurer for NPHS Class in 2000.
• Study Abroad England, Photography.
• Study Abroad: Scotland, Content Development.
• Research Project: Third Place Community Outreach & Activism, Resulted in establishing grant funding to local communities through intentional connecting.