Scentoria Diamond
Victorville,CA
Summary
Experienced Social Insurance Specialist successful at managing high caseloads in fast-paced environments. Organized, driven and adaptable with excellent planning and problem-solving abilities. Knowledgeable and dedicated customer service professional with extensive experience in the government industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with claimants and employees. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships.
Offering 13 years of experience and willingness to take on any challenge.
Overview
13
13
years of professional experience
Work History
Social Insurance Specialist
Social Security Adminstration
Victorville, California
01.2020 - Current
- Processed up to 7 claims per day for beneficiaries and updated sensitive records daily.
- Addressed customer inquiries/calls and complaints per day.
- Conducted full claim investigations and reported updates and legal actions to appropriate investigative departments.
- Followed up with customers on unresolved issues.
- Modeled exceptional customer service skills and appropriate diagnostic customer service techniques to team members, 13 years of working.
- Reported fraud and identity cases affecting customer satisfaction.
- Documented all communication with applicants and inputted information into system using Personal Communications Software (PCOMS).
- Generated, posted and attached information to claim files.
- Calculated adjustments, premiums and refunds.
- Maintained strong knowledge of social security policies to better understand services, policy and procedures.
- Checked documentation for accuracy and validity on updated systems.
- Maintained confidentiality of beneficiary records.
- Maintained team flexibility and embraced change to adapt within dynamic agency changes
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Built strong relationships with customers through positive attitude and attentive response.
- Participated in cross-functional team-building activities.
Contact Service Representative
Social Security Administration
Victorville, CA
04.2009 - 01.2020
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Processed debit and credit card and electronic check payments.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Taught more than 2 classes or workshops per year.
- Identified areas in need of improvement and implemented solutions.
- Planned and facilitated agency focused workshops in accordance with Social Security Administration curricula, employing varied methods to maximize attendance.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Gathered feedback from team and department leaders to devise new training materials targeted on current needs.
Education
Bachelor of Arts - English Literature
Cal State University of San Bernardino
San Bernardino, CA06.2005
Skills
- Documentation review
- Claims
- Excellent administrative abilities
- Account management
- Data integrity
- Collaborative relationships
- Effective communication skills
- Documentation and paperwork
- Appointment Scheduling
- Applicant engagement
- Program knowledge
- Training and Development
- Flexible and Adaptable
- Debt Management
- Service Quality
- Wellness Checks
- Customer Satisfaction
- Creative Solutions
- Team Meetings
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Be brave enough to create a life of boldness.
-Scentoria Diamond
Timeline
Social Insurance Specialist
Social Security Adminstration
01.2020 - Current
Contact Service Representative
Social Security Administration
04.2009 - 01.2020
Bachelor of Arts - English Literature
Cal State University of San Bernardino
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