Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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MICHAEL JAMES SMITH

ELK GROVE,CA

Summary

Seeking a job as a Customer Service Representative. I am dedicated and focused professionally on prioritizing, completing multiple tasks simultaneously and following to achieve company goals. Seeking a role of increased authority and responsibility. Skilled at building solid working relationships with veterans, co-workers, and supervisors.

Overview

25
25
years of professional experience

Work History

Disability Evaluation Analyst

Department of Disability Services
01.2024 - Current
  • Adjudication of Disability Claims: Evaluate initial claims for disability benefits under federal programs such as Title II (Disability Insurance), Title XVI (Supplemental Security Income)
  • Evidence: Collection and Analysis: Gather and analyze personal, medical, and vocational information. Work with Medical Consultants to assess the severity of impairments and determine functional limitations.
  • Vocational Assessment: Analyze vocational factors including job history and skill transferability. Prepare Residual Functional Capacity (RFC) assessments to determine work capabilities

Customer Service Representative

Social Security Administration
11.2021 - 01.2025
  • Public Interaction: Provide information about SSA programs (retirement, disability, Medicare), assist individuals over the phone, in-person, or via written correspondence
  • Application Assistance: Help people complete applications for Social Security benefits. Explain eligibility requirements and required documentation
  • Records and Data Management: Review and evaluate information to determine benefit eligibility. Update and maintain records using SSA’s computer systems
  • Problem Resolution: Investigate and resolve issues related to payments, overpayments, or account discrepancies.
  • Customer Education: Educate the public on their rights and responsibilities under SSA programs. Provide guidance on how to use SSA’s online services.
  • Administrative Support: Process forms, verify documents, and manage case files. Maintain confidentiality and adhere to federal privacy regulations

Customer Service Agent

Southwest Airlines
07.2019 - 11.2021
  • Passenger Assistance: Greet and assist customers at the ticket counter, gate area, and baggage service office. Help with check-in, boarding, rebooking, and special service request (wheelchair assistance, unaccompanied minors)
  • Baggage Service: Tag and handle checked baggage, assist with lost or delayed baggage claims and resolutions
  • Gate Operations: Make boarding announcements and verify boarding passes, assist with gate-checked items like strollers and walkers
  • Customer Problem Solving: Resolve customer concerns with empathy and efficiency, rebook passengers during delays or cancellations
  • Team Collaborations: Work closely with ramp agents, operations agents, and supervisors to ensure smooth operations. Support other departments as needed during irregular operations

Operations Sergeant

California Army National Guard
07.2009 - 04.2021
  • Mission Planning and Coordination: Assist in planning, coordinating, and executing training and operational missions. Develop and implement tactical and operational plans in line with the commander’s intent
  • Training Oversight: Supervise and manage unit training schedules and readiness. Ensure all soldiers meet training requirements, including physical fitness, weapons qualification, and MOS-specific tasks
  • Documentation and Reporting: Maintain and prepare operational reports, training records, and readiness data, Support After Action Reviews (AARs) and continuous improvement efforts
  • Resource and Risk Management: Manage training resources, including ammunition and equipment. Conduct risk assessments and enforce safety protocols during operations
  • Retired

Motor Vehicle Operator

United States Army
05.2000 - 11.2008
  • Convoy Operations: Organize and participate in convoy operations. Navigate routes and maintain communication with convoy elements.
  • Documentation and Reporting: Maintain vehicle logbooks and mileage records, track fuel usage, cargo weight, and trip details
  • Safety and Compliance: Follow safety protocols and traffic regulations, ensure vehicles are operated within Army standards and mission requirements
  • Vehicle Operation: Operate wheeled vehicles over various terrain and in all weather conditions. Transport troops, equipment, and supplies in support of missions

Education

Bachelor - Criminal Justice

University of Phoenix
San Diego, CA
06-2015

Skills

  • Microsoft office
  • Analytical thinking
  • MS Excel
  • Time management
  • Attention to detail
  • Team collaboration and leadership
  • Documentation and reporting
  • Excel proficiency
  • Critical thinking
  • Decision-making
  • Process improvements
  • Continuous improvement
  • Strategic planning
  • Analytical problem solving
  • Complex Problem-solving
  • Teamwork and collaboration
  • Incident reporting
  • Deadline adherence
  • Report preparation
  • Data processing
  • Information gathering

Accomplishments

  • Awarded Army Achievement Medal
  • Awarded Driver and Mechanic Badge
  • Awarded the Army Good Conduct Medal
  • Afghanistan Campaign Medal
  • National Defense Service Medal
  • Combat Action Badge
  • Global War on Terrorism Service Medal
  • Global War on Expeditionary Medal
  • Primary Leadership Development Course (2006)
  • Movement Control Officer (2007)
  • Advanced Leaders Course (2016)
  • Seniors Leader Course (2018)

Timeline

Disability Evaluation Analyst

Department of Disability Services
01.2024 - Current

Customer Service Representative

Social Security Administration
11.2021 - 01.2025

Customer Service Agent

Southwest Airlines
07.2019 - 11.2021

Operations Sergeant

California Army National Guard
07.2009 - 04.2021

Motor Vehicle Operator

United States Army
05.2000 - 11.2008

Bachelor - Criminal Justice

University of Phoenix
MICHAEL JAMES SMITH