Priscilla Andrea Gutierrez
Salinas,CA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Customer Service Representative, CSR
Social Security Administration, SSA
09.2018 - Current
- Safeguard personally identifiable information (PII) from loss, theft, or improper disclosure.
- Exceeds performance metrics consistently, earning recognition as a top performer within my team by managing approximately 40 incoming calls daily.
- Conduct quality interviews and communicate effectively to properly inform callers of all programs within the agency,
- Establish claims leads for the various SSA programs after properly screening a caller or applicant.
- Utilize automation tools daily to assist callers with online service inquiries and to properly update records.
- Examine information collected during interviews for potential fraud or misuse of benefits and take proper action when necessary, such as blocking auto-enrollment, referral to the Office of the Inspector General (OIG), restoring records to a pre-fraud state.
- Train new hires by listening to their calls while sitting side-by-side and by helping in the development of their work, research, and interviewing skills; to help them understand agency policy and to help them overcome difficulties through constructive feedback.
- Improve telephone log on time to maximize the number of calls answered per day and efficiently assist callers while maintaining a proficient record of good calls with no payment or service errors.
- Manages high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Trains new Customer Service Representatives on agency policies, procedures, and best practices.
Lead Customer Service Representative (Temporary Detail)
Social Security Administration, SSA
01.2024 - 05.2024
- Served as a technical advisor for CSRs handling complex and/or sensitive calls to ensure the accuracy of the information provided.
- Reported the accuracy and quality of CSR work and made recommendations for improvements to supervisory staff.
- Exercised independent judgment, discretion, and initiative.
- Reviewed work for adequacy and compliance with policies, guidelines, and procedures.
- Analyzed new policies and procedures to have a full understanding of the changes in policy when delivered by the MSS and before distributing the information to CSRs.
- Communicated one-on-one to provide guidance and counseling to members of the unit daily to review workloads and service observation errors and accuracy.
- Applied multiple technical procedures and policies to recognize, analyze and resolve problems and make appropriate final decisions.
- Responded proactively and positively to rapid change.
Education
Bachelor of Arts - Psychology
Brandman University
Monterey, CA01.2014
Associate of Arts - Psychology and Liberal Arts
Hartnell College
Salinas, CA01.2011
Skills
- Create technical reports
- Data entry
- Active listening
- Customer service
- Critical thinking
- Complaint handling
- Computer proficiency
- Call center operations
- Account management
- Verbal and written communication
- Telephone skills
- Time management
- Organization skills
- Documentation and reporting
Awards
2 Exemplary Contribution Service Awards 9/2024
Performance Award - Recognition of individual contributions towards Agency goals 6/2024
2 Exemplary Contribution Service Awards 9/2023
Performance Award - Recognition of individual contributions towards Agency goals 6/2023
Exemplary Contribution Service Award 9/2022
Exemplary Contribution Service Award 9/2021
Exemplary Contribution Service Award 8/2020
Training
- SSA Training Course 7/09/2024 FY2024 Operations Security (OPSEC) Awareness Training
- SSA Training Course 5/6/2024 FY2024 Disability Awareness Training
- SSA Training Course 4/26/2024 Using Tone to Enhance Your Communication
- SSA Training Course 4/26/2024 Interacting with Customers
- SSA Training Course 2/15/2024 FY2024 Information Security and Privacy Awareness Training
- SSA Training Course 2/10/2023 Identity Protection Program for Employees
- SSA Training Course 8/04/2022 FY2022 National Anti-Fraud Training
- SSA Training Course 2/24/2022 Facing Confrontation in Customer Service
- SSA Training Course 10/13/2021 FY2022- Unconscious Bias: Understand and Overcome
- SSA Training Course 8/12/2020 Records and Information Management Training
II. DETAILS AND DEVELOPMENTAL ASSIGNMENTS
- Mentee, FY25 Mentorship Program – I work one-on-one with an experienced professional within SSA who assists in enhancing my personal and professional growth. I have developed a Mentoring Action Plan with realistic and attainable goals to strive for, attend monthly meetings and complete VOD trainings.
- New Hire Mentor - Mentored new hire trainees, in person and virtually in a one-on-one setting or shadow sessions and reported their performance to management.
- SSI outreach Mailer Workload - Interviewed beneficiaries, inquirers, and their representatives to assist with the application intake portion of the critical workload; explained technical provisions, elicit relevant facts, and resolved problems in payment eligibility relating to SSA programs, specifically Supplemental Security Income.
Timeline
Lead Customer Service Representative (Temporary Detail)
Social Security Administration, SSA
01.2024 - 05.2024
Customer Service Representative, CSR
Social Security Administration, SSA
09.2018 - Current
Bachelor of Arts - Psychology
Brandman University
Associate of Arts - Psychology and Liberal Arts
Hartnell College
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