Summary
Work History
Education
Skills
Timeline
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Heather M. Martin

Powder Springs,Georgia

Summary

Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.

Work History

  • Conducts interviews virtually with RSDI beneficiaries and/or SSI recipients and their respective collateral sources all over the United States and territories by telephone to verify the correctness of payments as they relate to a specific sample period and/or serves as an expert for a specialty area within the AIPQB, e.g., SSI Transaction Accuracy Review, RSI Transaction Accuracy Review, Postentitlement, Quality Visits and Collaboration, 800 Number, Systems Coordination, Service Delivery, etc
  • Analyzes and integrates quality review data produced by the SSI Transaction Accuracy Review and/or the Title II Transaction Accuracy Review studies, stewardship studies and special quality review and evaluation studies carried out in the region
  • Identifies deficiencies, anomalies, irregularities, and weaknesses in the RSDI/SSI operational processes through casefile reviews and/or via quality analysis and evaluates the dollar significance of these findings via the field audit
  • Analyzes problem cases for payment/nonpayment errors and recommends solutions and improvements
  • Conducts reviews for which reports on regional, area, district office (DO), Program Service Center (PSC) or Teleservice Center (TSC) effectiveness and quality are submitted
  • Reports integrate the results of the various quality studies (regional, other regions and national) into a cohesive picture of the regional RSDI/SSI program with regard to operations, procedures, measurement of service to the public, electronic data processing (EDP) usage and specific program areas of current interest
  • Provides technical assistance, training and mentoring to Assistance and Insurance Programs Quality Branch personnel as needed in program and policy areas
  • Develops corrective action recommendations reflecting results of the various studies carried out in the region, the experience of other regions and national experience
  • Identifies significant operational problems, trends or training needs
  • Recommends appropriate studies and recommends action

Education

Associate of Applied Arts - Interiors

Chattahoochee Technical College

Skills

  • Organizational skills
  • Communication skills
  • Self motivation
  • Time management abilities
  • Goal setting
  • Analytical thinking
  • Microsoft office
  • Verbal communication
  • Multitasking Abilities
  • Adaptability
  • Teamwork and collaboration

Timeline

Associate of Applied Arts - Interiors

Chattahoochee Technical College

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Heather M. Martin