SHAVONE HARPER
Silver Spring,MD
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Claims Technical Expert
Social Security Administration
Rockville, MD
06.2022 - 09.2023
- Provided administrative and managerial assistance in planning, organizing, and accomplishing agency objectives.
- Administered coaching, training, and mentoring to all employees, using expert technical knowledge of guidelines and policies to assist other employees with complex case processing and post-entitlement actions to ensure accuracy of information and decisions.
- Coached employees on interviewing skills and other developmental techniques to gather necessary information that results in high volume and high-quality case processing.
- Studied program operations, new legislation, automated systems, management initiatives and operation of interacting programs and organizations to develop new and modified operating instructions and training material.
- Implemented new procedures and technologies that improved efficiency and streamlined operations.
Operations Supervisor
Social Security Administration
Greenbelt, MD
06.2015 - 06.2022
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Optimized resource allocation through careful planning and monitoring of inventory levels, staffing needs, and equipment maintenance schedules.
- Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
- Collaborated with cross-functional teams to develop innovative solutions for improving overall business performance.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
- Increased production output by optimizing equipment usage and scheduling preventive maintenance programs.
- 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 company policies, industry regulations, safety standards, and local laws during daily operations.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Led continuous improvement initiatives aimed at reducing waste, increasing efficiency, and enhancing overall productivity levels within the organization.
- Coordinated emergency response plans in times of crisis situations or natural disasters affecting company operations.
- Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for the business unit.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Motivated and trained employees to maximize team productivity.
- Managed internal operational standards and productivity targets.
- Completed bi-weekly payroll for 25-30 employees.
Claims Technical Expert
Social Security Administration, SSA
Washington, DC
07.2013 - 06.2015
- Enhanced system performance by identifying and resolving complex technical issues.
- Developed innovative solutions to address client needs, resulting in improved customer satisfaction.
- Evaluated emerging technologies, making recommendations for integration into existing systems.
- Collaborated with stakeholders to clearly define project requirements, ensuring successful outcomes.
- Conducted comprehensive training sessions on new software for end-users, leading to a smoother transition during implementation phases.
- Delivered high-quality technical documentation that facilitated better understanding of complex systems among team members.
- Mentored junior team members in technical skills development, fostering growth within the organization''s talent pool.
- Supported clients through timely responses to inquiries, providing expert guidance and assistance as needed.
Customer Claims Representative
Social Security Administration
Greenbelt, MD
09.2008 - 07.2013
- Enhanced customer satisfaction by efficiently resolving claims and addressing concerns.
- Streamlined claims process for faster resolution, resulting in improved customer experience.
- Achieved high levels of accuracy by diligently reviewing and verifying claim documentation.
- Collaborated with team members to improve overall efficiency, leading to increased productivity.
- Managed complex cases and coordinated with various departments for successful resolution.
- Reduced processing time by implementing new strategies and tools, expediting claim settlements.
- Maintained exceptional communication with customers throughout the claims process, providing updates and support as needed.
- Identified potential fraudulent activities through thorough investigation, protecting company assets and resources.
- Exceeded performance metrics consistently by prioritizing workload and maintaining focus on key objectives.
- Established strong relationships with third-party vendors for seamless coordination during claim investigations and resolutions.
- Conducted regular audits of completed claims files to ensure compliance with established guidelines and protocols.
- Facilitated open channels of communication between customers, adjusters, and other stakeholders involved in claims process.
- Consistently met deadlines despite fluctuating caseloads by effectively balancing priorities according to urgency levels.
- Contributed to increased customer retention rates by providing exceptional service and support throughout claims process.
Education
Bachelor's degree - Information Systems
Strayer University-Maryland
Washington, DC12.2009
Skills
- Interviewing
- Mentoring
- Administrative Experience
- Employee Orientation
- Research
- Recruiting
- Office Management
- Leadership
- Performance Management
- Strategic Planning
- Presentation Skills
- Management
- Team Management
- Payroll
- Budgeting
- Project Management
- Fundraising
- Conflict Management
- Operations Management
- Human Resources
- Microsoft Excel
- Microsoft Office
- Communication skills
Certification
State Insurance License, 02/01/24, 11/01/26
Timeline
Claims Technical Expert
Social Security Administration
06.2022 - 09.2023
Operations Supervisor
Social Security Administration
06.2015 - 06.2022
Claims Technical Expert
Social Security Administration, SSA
07.2013 - 06.2015
Customer Claims Representative
Social Security Administration
09.2008 - 07.2013
Bachelor's degree - Information Systems
Strayer University-Maryland