James Vernon Moxley
Orlando,FL
Summary
Dynamic customer service leader with extensive experience at the Social Security Administration, excelling in conflict resolution and team leadership. Proven track record of implementing process improvements that enhanced efficiency and customer satisfaction. Skilled in eligibility verification and adept at training staff to deliver exceptional service.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Lead Customer Service Representative
Social Security Adminstration
Kissimmee, Florida
02.2018 - 04.2025
- Trained staff on best practices for safeguarding personal data.
- Managed daily operations of customer service team at the Social Security Administration.
- Trained new representatives on policies and procedures for effective service delivery.
- Resolved complex customer inquiries regarding benefits and eligibility requirements.
- Implemented process improvements to enhance efficiency in customer interactions.
- Trained new employees on company customer service policies and service level standards.
- Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
- Monitored team performance and provided feedback for improvement.
- Developed strategies to improve the overall quality of customer experience.
Service Representative
Social Security Administration
Kissimmee, FL
04.2009 - 02.2018
- Provides a full range of assistance to beneficiaries and the public regarding all programs administered by the Social Security Administration (SSA) such as:
- Interviews beneficiaries, and/or their representatives and the public to determine the nature of their problem or interest. Explains technical provisions, elicits relevant facts and resolves problems with payments or eligibility. Provides beneficiaries with information about eligibility and benefits being paid under all programs administered by SSA. Also furnishes information to the public about work incentive provisions, compliance with the various beneficiary reporting requirements and submitting appropriate reports to continue, suspend or terminate monthly payments. Explains and promotes the agency’s online and automated services.
- Identifies persons requiring representative payees in most postentitlement situations. Evaluates the qualifications of prospective candidates, assesses capability, selects the preferred payee, and at specified intervals, reassesses the continuing suitability of current payees. Initiates development in potential misuse cases and makes appropriate referrals to higher graded employees.
- Develops and fully resolves Title 16 overpayments. Receives and/or completes Request for Waiver and Recovery Questionnaires, obtains supporting evidence as needed, makes waiver and/or personal conference determinations, and makes systems inputs to post determinations or resume debt collection, as required. Documents the overpayment resolutions to the Supplemental Security Income record and issues appropriate notices.
- Explains Title 2 overpayment notices and initiates repayment plans as appropriate. Receives and/or completes Request for Waiver and Recovery Questionnaires, and makes systems inputs to post waivers, suspend or resume debt collection, as required. Obtains supporting evidence as necessary. Makes administrative waiver decisions as appropriate, documents the decisions, makes system inputs, and issues appropriate notices.
- Investigates case situations and reconciles discrepancies causing interruption in the receipt of Title 2 and Title 16 monthly benefits. Decides when critical payment procedures should be used. In Title 2 cases, determines the amount due, completes documentation, and initiates the payment or approves peer initiated payments. In Title 16 critical cases, determines the amount due, completes documentation, and makes the payment inputs as approved by management.
- Provides information about specific benefit options and computes estimated monthly benefits payable at various ages using appropriate automated systems to enable individuals to make retirement decisions.
- Answers questions about Medicare eligibility and resolves problems concerning premiums and entitlement. Explains enrollment period options. Enrolls current beneficiaries or provides application for self help completion. Develops and makes equitable relief and good cause recommendations concerning the month of enrollment and premium surcharges. Obtains supporting documentation as required. Explains the Income Related Monthly Adjustment Amount (IRMAA) provisions and Part D Extra Help options administered by the agency. As needed makes appropriate referrals to Center for Medicare and Medicaid Services and state agencies for buy-in and state assisted programs.
- Processes Title 2 and/or assigned Title 16 postentitlement workloads using appropriate automation tools and systems inputs. Initiates contacts with beneficiaries or others to obtain reports and clarify inconsistent or incomplete reports. Investigates and resolves systems identified discrepancies and questionable situations. Makes systems inputs to correct or change records of entitlement and eligibility.
- Identifies the need for social services and makes appropriate referrals to private, nonprofit or government organizations supplying such services.
- Processes all Social Security Number (SSN) applications. Evaluates evidence per legislative and regulatory requirements and makes the necessary system inputs while maintaining the integrity of the enumeration process.
- Develops and resolves discrepancies in earnings and determines amounts to be posted and/or removed from individual earning records.
- Develops fraud issues on cases such as enumeration, SSN misuse and scrambled earnings, etc. Safeguards personally identifiable information (PII) from loss, theft or improper disclosure including inadvertent disclosure. Immediately notifies management of any breach, loss or potential loss of PII in any form.
- Identifies security and adverse (non-routine) situations with public relations implications or problems and appropriately refers them to management.
- Participates in training sessions both as a student and as an instructor. Provides technical assistance to others and may serve as a mentor to other employees.
- As assigned, performs cashier duties using the appropriate system for the payment of certain programmatic payments and administrative expenses. Maintains accurate receipts and controls to account for all draft activity and safeguards drafts. Ensures the drafts are issued for authorized purposes. Inputs payment information into the agency's central accounting system.
- Processed applications for Social Security programs and verified eligibility criteria.
- Educated individuals on Social Security policies and procedures in person and over the phone.
- Collaborated with team members to resolve complex client issues and improve service delivery.
- Provided support during community outreach initiatives to raise awareness of available services.
- Coordinated with other government agencies to facilitate client referrals and information sharing.
- Responded promptly to client concerns, ensuring a positive service experience at all times.
- Cultivated relationships with teammates to assist customers with inquiries or resolve problems.
- Worked closely with supervisors to ensure that tasks were completed according to company standards.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Audited customer account information to identify issues and develop solutions.
- Upheld strict standards for quality and performance.
Deputy Clerk
Orange Co. Clerk of Courts
Orlando, FL
11.2005 - 04.2009
- Received and processed foreclosure documents, filings, and pleadings to ensure compliance with legal requirements.
- I processed mortgage foreclosures, and issued titles to successful bidders.
- Processed disbursements and issued titles to finalize foreclosure transactions for successful bidders.
- Prepared certificates and notices of sales to facilitate successful property transactions.
- Pull files for sale and prepare bid sheets.
- Fully support the Clerk's quality policy and standards of performance excellence by delivering exemplary services to both internal and external customers.
- I demonstrated knowledge of applicable state statutes, rules, regulations, laws and ordinances.
- Utilized MS word and spreadsheet applications (MS Excel).
- Communicate with co-workers, management, staff, the general public and others in a courteous and professional manner.
- Conform with and abide by all regulations, policies, work procedures and instructions.
- Respond promptly when returning telephone calls and replying to correspondence and faxes.
- Effectively use business English, spelling, grammar and punctuation.
- Complete oral and written instructions.
Education
Information security awareness training
SSA
07-2014
Records management training
SSA
10-2013
No fear act 2012
SSA
01-2013
SR training
SSA
09-2009
High School Diploma -
Jefferson High School
Shenandoah Junction, WV06-1983
Skills
- Eligibility verification
- Team leadership
- Conflict resolution
- Problem solving
- Interpersonal skills
Awards
- Individual cash award NRB, 07/2014, 8
- Performance Award, 07/2012, 8
- Individual cash award NRB, 08/2011, 7
- Individual cash award NRB, 05/2010, 7
Certification
James Moxley, 10/20/14
Social Security Last4
9054
Training And Development
- 07/03/14, 2014 Information security awareness training, 1, True
- 10/11/13, Records management training, 1, True
- 01/14/13, No fear act 2012, 1, True
- 07/01/09, 09/01/09, SR training, True
- 04/11/03, Managing multiple projects, 8, True
- 08/14/02, Motivating and Rewarding others, 8, True
Timeline
Lead Customer Service Representative
Social Security Adminstration
02.2018 - 04.2025
Service Representative
Social Security Administration
04.2009 - 02.2018
Deputy Clerk
Orange Co. Clerk of Courts
11.2005 - 04.2009
Information security awareness training
SSA
Records management training
SSA
No fear act 2012
SSA
SR training
SSA
High School Diploma -
Jefferson High School