Lisa Ruggiero
Lake Worth,FL
Summary
Adept at claims analysis and fostering customer relations, I significantly enhanced workflow efficiency at the Social Security Administration. Mentoring peers and pioneering automation tools, my blend of technical proficiency and problem-solving skills streamlined operations, demonstrating a commitment to excellence and secure data practices.
Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate Social Security Administration (SSA) systems. Effective at operating within SSA regulations and SSA department guidelines to manage telephone calls, emails, letters and in-person requests for assistance.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
22
22
years of professional experience
Work History
Claims Specialist
Social Security Administration
02.2012 - Current
- Manage a high volume of claims, post-adjudicative, and special workloads effectively by prioritizing tasks and maintaining excellent organizational skills.
- Provide customer assistance through in-person, telephone, written, and online services, effectively determining the nature of assistance required
- Mentor newly hired and promoted representatives, and serve as a resource person for workflow and policy instruction
- Settle complex claims and post-adjudicative actions fairly by applying critical thinking, negotiation skills, and detailed knowledge of policies
- Evaluate the need for a representative payee and process applications for beneficiaries not able to to manage their own affairs with the agency
- Process Social Security Number applications
- Request and evaluate documents, including use of DHS SAVE program
- Earnings record corrections
- Volunteered for temporary detail out of state to assist another office
- Successfully completed a temporary detail as a Technical Expert
- Handle high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
Technical Expert
Social Security Administration
05.2006 - 02.2012
- Implemented automation tools to optimize workflows, saving time and resources for the team.
- Handled all the duties of a Claims Representative
- Trained and mentored new hires
- Liaison to local Department of Children and Families
- Investigation and developed fraudulent and potential sanction cases
- Manage office listings
- Assisted with workflow assignments and supervisory activities when management was not available
- Third Party Draft Cashier: issue, verify, and document all paper payment transactions in the office
Claims Representative
Social Security Administration
08.2002 - 05.2006
- Worked productively to develop and adjudicate all types of Social Security benefit applications
- Social Security Number applications
- Continuing eligibility reviews including work and medical development
- Communicated effectively in writing, in-person, and by telephone
- Followed up with customers on unresolved issues.
Education
Bachelor of Arts - International Studies
Wilkes University
Wilkes-barre, PASkills
- Claims analysis
- Documentation skills
- Policy Interpretation
- Reliable, Hard Worker, Quick Learner
- Excellent Customer Service Skills and Problem-Solving Ability
- Basic understanding of Spanish
- Computer Proficiency
- Time management abilities
- Secure data practices
Accomplishments
- Achieved completion of Abandoned Internet Appeal listing by completing workload with accuracy and efficiency.
- Experience with Microsoft Teams
- Consistent use of DHS SAVE program
Languages
Spanish
Elementary
Timeline
Claims Specialist
Social Security Administration
02.2012 - Current
Technical Expert
Social Security Administration
05.2006 - 02.2012
Claims Representative
Social Security Administration
08.2002 - 05.2006
Bachelor of Arts - International Studies
Wilkes University
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