Kendra Turner
Southfield,MI
Summary
Results-driven management professional with more than 20 years of progressive leadership experience with the Social Security Administration. Extensive background in operations management, employee supervision, customer service, policy interpretation, claims adjudication, and performance management. Proven ability to lead teams, improve operational efficiency, coach employees, and deliver high-quality public service in fast-paced environments. Strong expertise in workload management, compliance, employee development, and strategic problem-solving.
Overview
2027
2027
years of professional experience
Work History
Assistant District Manager
Social Security Administration, SSA
2022 - Current
- Assist in overseeing daily office operations, staff performance, and public service delivery.
- Provide leadership and guidance to employees across multiple functional areas.
- Monitor operational goals, workload distribution, and service metrics to ensure organizational objectives are met.
- Support employee development through coaching, mentoring, and performance feedback.
- Resolve escalated customer concerns and complex operational issues.
- Collaborate with management to improve workflow efficiency and strengthen service delivery.
- Ensure compliance with federal regulations, policies, and procedural guidelines.
- Coordinated administrative tasks to streamline office operations and enhance team efficiency.
- Facilitated communication between departments, promoting collaboration on case management initiatives.
- Monitored performance metrics to identify areas for process improvement and operational efficiency.
- Led team meetings to align departmental goals and drive accountability among staff members.
- Developed strategies for enhancing customer service experiences through feedback analysis and implementation of best practices.
- Demonstrated adaptability during periods of change or challenge while maintaining focus on achieving goals.
Operations Supervisor
Social Security Administration, SSA
2015 - 2022
- Supervised employees responsible for claims processing, customer service, and administrative operations.
- Managed workflow assignments, productivity standards, and daily operational activities.
- Conducted employee training, performance evaluations, and developmental coaching.
- Assisted in implementing operational improvements to increase efficiency and reduce processing delays.
- Monitored service indicators and ensured timely case management and workload completion.
- Fostered a collaborative and professional work environment focused on accountability and service excellence.
Claims Technical Expert
Social Security Administration, SSA
2009 - 2015
- Served as a subject matter expert on complex claims, policy interpretation, and procedural guidance.
- Provided technical assistance and mentoring to claims specialists and support staff.
- Reviewed and analyzed difficult cases to ensure accuracy and compliance with agency policy.
- Assisted management with training initiatives and quality review processes.
- Helped improve operational consistency through policy clarification and staff support.
Claims Specialist
Social Security Administration, SSA
2002 - 2009
- Conducted interviews and processed retirement, disability, and supplemental income claims.
- Provided detailed guidance to the public regarding eligibility, benefits, and agency programs.
- Maintained accuracy and compliance while managing high-volume caseloads.
- Resolved customer inquiries and handled sensitive situations with professionalism and empathy.
- Developed strong expertise in federal regulations, claims adjudication, and customer service.
Education
Bachelor of Arts - International Relations
Grand Valley State University
Allendale, MI1999
Skills
- Customer relations
- Microsoft office
- Operations management
- Staff development
- Operations support
- District budgeting
- Customer service
- Problem-solving
- Time management
- Multitasking and organization
- Team collaboration
- Team leadership
- Team motivation
- Strategic thinking
- Adaptability and flexibility
- Verbal and written communication
- Scheduling and planning
- Decision-making
- Workplace safety compliance
- Staff training and development
- Employee supervision
- Coaching and mentoring
- Conflict resolution
- Workload management
- Staff management
- Goal setting
- Task delegation
- Employee performance evaluations
- Staff supervision
- Policy enforcement
- Customer rapport
- Employee scheduling
- Performance evaluation
Timeline
Assistant District Manager
Social Security Administration, SSA
2022 - Current
Operations Supervisor
Social Security Administration, SSA
2015 - 2022
Claims Technical Expert
Social Security Administration, SSA
2009 - 2015
Claims Specialist
Social Security Administration, SSA
2002 - 2009
Bachelor of Arts - International Relations
Grand Valley State University
Regional Commissioner Citation
Excellent customer service