Esmeralda Sanchez

• Determined eligibility for Social Security benefits. Including retirement, disability, medicare and survivors insurance.
• Reviewed and Analyzed case records to identify potential fraud and abuse.
• Interpreted complex legal and regulatory requirements related to Social Security programs.
• Trained new staff on procedures and best practices for claims management.
• Developed and implemented training programs for new claims specialists, boosting team efficiency and knowledge.
• Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
• Improved claim processing efficiency by streamlining workflows and implementing time-saving strategies.
• Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.

• Educated clients on services available, enhancing understanding of Social Security programs.
• Mentored new staff on operational protocols and customer service standards.
• Resolved client issues through effective communication and problem-solving techniques.
• Scheduled appointment to resolve more complex issues.
• Met customer call guidelines for service levels, handle time and productivity.
• Maintained productivity and quality standards at all times.

Obtained Administrative Assistant Certificate after completing nine month requirement.