Mary Spoto
Mickleton,NJ
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results and providing a high level of customer service.
Overview
15
15
years of professional experience
Work History
Operations Supervisor
Social Security Adminstration, SSA
10.2018 - Current
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Ensured compliance with agency policies, regulations, and safety standards, during daily operations.
- Managed field operations for successful project completion, ensuring timely delivery and customer satisfaction.
- Planned and oversaw team operations in various workloads, including Supplemental Security Income (SSI) Redeterminations, Processing of Initial Disability Claims, Retirement and Survivor claims, Overpayments and Appeals.
- Coordinated with other supervisors to allocate resources effectively, minimizing downtime and maximizing productivity.
- Conducted regular workload reviews to ensure adherence to quality standards and identify areas for improvement.
- Maintained optimal levels of high customer service through effective assessments, oversight, and problem solving.
- Analyzed operational data to identify trends and opportunities for process optimization, leading to increased efficiency across all aspects of operations.
- Collaborated with management to develop strategic plans for operational improvements, driving long-term success in the organization.
- Met with upper management to determine needs and develop roadmaps to ensure succession planning.
- Oversaw work of 12 or more personnel, with about 10 or more direct reports.
- Developed and maintained positive relationships with the public and other components throughout the Agency and other organizations on a daily basis.
- Trained workers in proper procedure and policies.
- Monitored job progress and performance of employees to complete projects prior to deadlines.
- Prepared and submitted reports on workload progress and identified possible training needs.
- Provided feedback to workers on workload management performance.
- Aligned field operations goals with overall Agency objectives, ensuring all projects were executed according to Agency's policies and procedures.
- Implemented quality control measures to minimize errors during project execution, resulting in fewer customer complaints and higher satisfaction rates.
- Established strong relationships with organizations, such as Congressmen's' offices, nursing and rehab facilities and various other behavioral health organizations to develop a trustworthy relationship that helped with resolving public relations issues, payment issues and other dire need situations that directly affected the public.
Claims Technical Expert
Social Security Adminstration, SSA
02.2015 - 10.2018
- Mentored newly hired Claims Specialists, as well as journeymen employees in technical skills development, fostering growth within the Agency's talent pool.
- Streamlined processes for faster troubleshooting, reducing downtime and increasing productivity.
- Implemented automation tools to optimize workflows, saving time and resources for the staff.
- Presented complex technical information in an accessible manner during meetings with non-technical members of the public.
- Monitored various workload performance to identify potential issues and training needs.
- Responded to customer inquiries and provided technical assistance over phone and in person, as well as through various other components and organizations.
- Evaluated emerging technologies, making recommendations for integration into existing systems and provide valued feedback to help reduce the impact of issues that came with new automation tools.
- Generated reports to track trends that directly affected to our office's overall productivity.
- Researched and identified solutions to technical and complex problems.
- Processed the most complex workloads for both the SSI and Social Security Programs.
- Completed large-scale projects within timeline contraints.
Claims Specialist
Social Security Administration, SSA
07.2010 - 02.2015
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both the customers and the organization.
- Checked documentation for accuracy and validity on updated systems.
- Verified customer information by analyzing existing evidence on file.
- Reviewed policy coverage details thoroughly before making determinations on benefits eligibility for each unique claim scenario presented.
- Handled sensitive claimants' personal information with discretion, maintaining confidentiality at all times during the claims process.
- Maintained a high level of accuracy when inputting data into internal databases, ensuring all information was readily available for review by other team members as needed.
- Supported management in identifying areas of potential training issues through the evaluation and implementation of alternative claim resolution strategies.
- Facilitated communication between Agency components, ensuring timely resolution of outstanding claims.
- Decreased turnaround time for claim approvals with thorough investigation and efficient documentation.
- Resolved complex claims issues for improved customer satisfaction and reduced claim backlog.
- Built trust between customers and our Agency by providing transparent communication along every step of the process from initial inquiry through final adjudication.
- Calculated adjustments, premiums and refunds.
- Generated, posted and attached information to claim files.
- Enhanced claim processing efficiency by streamlining workflows and implementing best practices.
- Maintained up-to-date knowledge on Agency policy, procedures and regulations and guidelines, ensuring compliance throughout the claims process.
- Contributed to team success by sharing expertise on complex cases and collaborating on strategies to increase efficiency in case management tasks.
- Managed high-volume caseloads, consistently meeting deadlines and maintaining accuracy in claim review.
- Developed training materials and conducted workshops for new employees, increasing their understanding of Agency policies and procedures.
- Followed up with customers on unresolved issues.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Worked with claims adjudicators and disability examiners to expedite processing in alignment with procedures.
- Strengthened customers relationships by providing clear communication throughout the claims process, ensuring all parties were well-informed of progress and outcomes.
Request for Proposal Writer
Swets Information Services
07.2009 - 07.2010
- Developed customized subscription management service proposals for diverse clients such as colleges and universities and government agencies addressing their unique requirements and effectively showcasing company capabilities.
- Strengthened proposal content by conducting pre-proposal meetings and post-submission debriefs, analyzing feedback from clients, and incorporating lessons learned into future proposals.
- Contributed to company growth by securing new contracts through well-crafted proposals that effectively communicated value propositions.
- Consistently met tight deadlines by efficiently managing multiple projects simultaneously under high-pressure situations.
Education
High School Diploma -
Paulsboro High School
Paulsboro, NJBachelor of Science - Finance
Rutgers University
Camden, NJ05-2009
Skills
- Operations Management
- Performance monitoring
- Task Delegation
- Staff Supervision
- Team Training
- Safety oversight
- Employee Development
- Customer Relations
- Customer relationship development
- Production
- Management
- Delegation
Accomplishments
- Achieved meeting the Agency's goals for SSI Redetermination and Limited Issue clearances through effectively leading a successful and efficient team.
- Supervised team of 12 plus staff members.
- Assisted other field offices within our Area in backlogged workloads, which helped their productivity and helped achieve the Area's public service indicator goals within the required timeline.
Timeline
Operations Supervisor
Social Security Adminstration, SSA
10.2018 - Current
Claims Technical Expert
Social Security Adminstration, SSA
02.2015 - 10.2018
Claims Specialist
Social Security Administration, SSA
07.2010 - 02.2015
Request for Proposal Writer
Swets Information Services
07.2009 - 07.2010
High School Diploma -
Paulsboro High School
Bachelor of Science - Finance
Rutgers University
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