Kelley A. Draine
Bradley,USA
Summary
Life-long learner committed to personal and professional development with emphasis on strategic management in a team-driven environment. Accredited for being a model employee with exemplary work ethic, innovative self-starter requiring limited supervision. Proficient in customer/consumer relations for increased customer satisfaction with expertise in diplomatic conflict resolution.
Diligent Legal Administrator with comprehensive background in benefit authorization and claim processing. Adept at ensuring accurate benefit calculations and timely resolutions for large volume of cases. Demonstrated proficiency in navigating complex regulatory guidelines and delivering exceptional customer service.
Overview
20
20
years of professional experience
Work History
Benefit Authorizer
Social Security Administration
05.2023 - Current
- Determine and establish eligibility entitlement for retirement and disability benefits under Social Security programs. Authorize payments, assess and verify eligibility criteria while applying accurate policy and calculation. Utilize analytical skills to determine appropriate resolution in problem solving. Update benefit records by applying accurate coding to assure benefits are processed in a timely manner. Review and evaluate applications for benefits while giving strong detail to compliance and guidelines.
Driver License Informal Hearing Officer
The Secretary of State, Department of Administrative Hearings
08.2019 - 05.2023
- Conducts informal hearings involving highly confidential information relating to the consideration of reinstated driving privileges or alternate driving relief following suspension, revocation and/or cancellation of license/permit. Conducts hearings in a fact-finding manner in accordance with the policies, procedures and rules of the Department of Administrative Hearings, the Illinois Vehicle Code and pertinent sections of the rules governing the Division of Alcohol and Substance Abuse through personal and telephone contact. Ability to explain, apply or interpret laws, rules, regulations and policy. Provides detailed and complex technical information relating to the hearing process and resolution of problems related to the driving record to attorneys, other department personnel of the Secretary of State’s office and members of the general public. Ability to multi-task and work in a time efficient manner while maintaining the confidentiality of information.
Correspondent Operator II
The Secretary of State, Department of Administrative Hearings
06.2018 - 08.2019
- Provide detail and technical information related to the hearing process and resolution of problems for driving records to attorneys, other department personnel of the Secretary of State’s Office and petitioners. Ability to understand the Illinois Traffic Offense Codes and communicate convictions to petitioners. Provide information on the process for the consideration of full reinstatement and restricted driving relief following suspension, revocation and/or cancellation of license/permit. Forwards misdirected calls to the appropriate area, sorts and date stamp incoming mail, upload hearing decisions, schedule formal hearings and post general hearing data to the system.
Public Service Clerk
The Secretary of State, Department of Motor Vehicles
10.2016 - 06.2018
- Review and analyze foreign documents such as International/Domestic Passports, immigration and other legal documents for verification of birth, social security and residency while checking the validity and accuracy, giving strong attention to detail. Operate photographic equipment and issue ID/driver license to applicant. General knowledge of revocation and suspension codes. Provide exceptional customer service to the public assuring the accuracy of information submitted for obtaining a driver license and or a state identification card for the State of Illinois.
Public Service Representative (contractual)
The Secretary of State, Department of Motor Vehicles
07.2014 - 10.2016
- Administer driving examinations.
- Evaluates driving accuracy according to the established regulations for the State of Illinois.
- Administer and grade written Rules of the Road exams.
- Make appropriate recommendations based upon post road test results while providing guidelines for traffic safety according to the Department of Transportation.
- Operates photographic equipment and issue ID/drivers licenses.
Inbound-Call Center Representative
Homestar Bank & Financial Services
09.2007 - 03.2014
- 2012 Achievement Award – Most calls taken by a single call center representative for the year 2012 (14,450 calls)
- Ability to manage inbound calls efficiently through effective communication while responding to inquiries. Address concerns promptly; referring to the appropriate staff member.
- Proficiently managed administrative functions ranging from filing paperwork to managing complex database
- Effectively provide quality listening and communication skills.
- Effectively resolved customer concerns and inquiries through problem solving.
- Ensuring a high level of customer service & maximizing productivity while constantly meeting established productivity & quality standards.
- Successfully uncover opportunities for investments and long-term relationships while cross selling additional convenience products.
- Proactively implement innovative ways to enhance the efficiency of the department by offering suggestive solutions such as compiling information into the departmental handbook utilized by staff and creating reports to be used in daily functions.
Consumer Equity Underwriter/Processor
Homestar Bank & Financial Services
07.2005 - 09.2007
- Evaluate the creditworthiness of applicants involving home equity and line of credit products.
- Timely order collateral documents, accurately disburse funds for construction draw requests, refinance and line of credit loans.
- Accurately examined title and lien search documents applying attention to detail for assurance of clear title for closing.
- Maintained up to date knowledge of constantly changing banking procedures and regulations.
- Assess the risk of lending through the process of analyzing credit score, income and debit-to-income ratio.
- Managed a weekly individual loan pipeline of 20-30 files.
- Scheduled closings.
Education
Bachelor of Business Administration -
Olivet Nazarene University
Bourbonnais, IL01.2014
Associate of Arts - Business Administration
Olivet Nazarene University
Bourbonnais, IL01.2012
Skills
- Ability to interpret policy and provide appropriate recommendations
- Experience in organization and strategic planning with the ability to draw conclusions and recommendations for problem solving
- In-depth knowledge of processing loan documentation and disbursing proceeds
- Hands-on experience in reviewing and analyzing reports
- Strong work ethic and problem-solving skills
- Proficient in Microsoft Word, Excel, Outlook and Internet applications
- Verbal and written communications skills
- Ability to work independently while having a rapid learning curve
Timeline
Benefit Authorizer
Social Security Administration
05.2023 - Current
Driver License Informal Hearing Officer
The Secretary of State, Department of Administrative Hearings
08.2019 - 05.2023
Correspondent Operator II
The Secretary of State, Department of Administrative Hearings
06.2018 - 08.2019
Public Service Clerk
The Secretary of State, Department of Motor Vehicles
10.2016 - 06.2018
Public Service Representative (contractual)
The Secretary of State, Department of Motor Vehicles
07.2014 - 10.2016
Inbound-Call Center Representative
Homestar Bank & Financial Services
09.2007 - 03.2014
Consumer Equity Underwriter/Processor
Homestar Bank & Financial Services
07.2005 - 09.2007
Associate of Arts - Business Administration
Olivet Nazarene University
Bachelor of Business Administration -
Olivet Nazarene University
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