SHERYL GRAHAM
Gwynn Oak,MD
Summary
Seasoned professional with a proven track record at Social Security Administration, enhancing customer experiences through empathetic service and adept problem-solving. Excelled in training roles at PDP Group, boosting call center efficiency by 20% with innovative training methods. Skilled in data entry and interpersonal communication, consistently achieving and surpassing service goals.
Overview
14
14
years of professional experience
Work History
Contact Representative
Social Security Administration
Rockville, MD
11.2021 - Current
- Screen beneficiaries and/or their representatives, and the public to determine the nature of their call or visit to the office
- Elicit relevant facts and resolve problems with payments or eligibility for a variety of SSA benefits
- Guide callers/visitors through troubleshooting processes with patience and understanding regarding myssa.gov online accounts, ultimately resolving technical issues
- Conduct thorough research on complex inquiries, delivering informed solutions to beneficiaries’ unique challenges
- Explain and promote the agency’s online and automated services’ as in filing for retirement, Part A Medicare, or obtaining benefit verification letters
- Promote superior experiences by addressing beneficiary /visitor concerns, demonstrating empathy, and resolving problems professionally
- Process routine system inputs to correct or update records of entitlement or eligibility
- Identify beneficiaries requiring a representative payee in most post entitlement situations, seek possible applicants, process application and contact physicians for capability statement regarding beneficiary’s ability or lack thereof to manage own funds
- Answer questions about Medicare eligibility for enrollment period options, forms required and processing of same
- Respond to inquiries regarding Social Security number, replacement cards, name changes, newborns and legal aliens
- Verify validity of passports, visas, permanent resident cards, employment authorization cards and any other travel documents from non-citizens
Unemployment Claims Adjudicator
Alorica Incorporated
Baltimore, MD
03.2021 - 11.2021
- Reviewed information provided and resolved unemployment issues through staff and claimant portal of Beacon 2.0
- Determined which issues needed to be adjudicated and cancelled duplicate issues
- Contacted claimants as well as employers to confirm information on file
- Documented files with specific notes to support determination of claims, times called, number dialed, fact finding questionnaires forwarded to claimant and employers
- Assessed additional information needed to resolve claim prior to adjudication
- Verified critical and relevant facts surrounding claims
- Uploaded supporting documentation on file to support decisions of claim determination
Administrative Trainer
Grinnell Appreciative Consulting
Hunt Valley, MD
09.2019 - 03.2020
- Implemented and facilitated training process for Data Entry, Customer Service and Eligibility departments for Maryland Childcare Subsidy program
- Developed training strategies to address client concerns while using soft skills to address quality control deficits
- Trained new hires with industry terminology, rules and regulations as it related to specific department responsibilities, data entry and system navigation
- Coached employees on best practices, provided constructive feedback to support professional growth and development
- Facilitated interdepartmental collaboration, streamlining project management efforts and improving overall results
- Reduced errors in documentation by implementing a stringent proofreading process before submission to department managers
Customer Service Agent
Southwest Airlines
BWI Airport
07.2018 - 08.2019
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously
- Provided personalized customer service to travelers boarding flights or retrieving baggage from baggage claims
- Maintained a high level of professionalism with customer interactions ensuring a positive experience
- Processed reservations and rebooked cancelled or delayed flights as needed
- Managed flights at departure gates and upgraded boarding positions, printed boarding passes, and made gate announcements as necessary to keep travelers aware of gate changes, delayed flights, and boarding times
- Responded proactively and positively to rapid change
- Promoted superior experiences by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
Quality Control Coach
PDP Group
Hunt Valley, MD
10.2017 - 06.2018
- Confirmed quality and accuracy of auto title administration documents
- Verified signatures, dates, and necessary account data
- Managed daily updates of Excel spreadsheets
- Informed staff of changes or modifications for various processes
- Tracked performance of staff and provided constructive feedback as necessary
- Boosted team confidence through personalized training sessions and continuous feedback
Call Center Trainer
PDP Group
Hunt Valley, MD
11.2016 - 10.2017
- Created lesson plan and facilitator guide for call center phone skills training
- Facilitated new hire training, prepared training deliverables, and updated training manuals to improve service levels and performance goals
- Maintained trainee status reports for written and oral testing, test scores and call monitoring
- Monitored calls and provided feedback
- Increased service levels and talk times by 20%
- Analyzed and developed service goals for in bound call center
- Boosted overall call center efficiency through active participation in quality assurance initiatives and process improvements
- Implemented data-driven decision-making processes improving overall operational efficiency
Customer Service Representative
PDP Group
Hunt Valley, MD
10.2010 - 11.2016
- Processed 85 to 100 calls (inbound/outbound) daily on auto dialers to and from auto insurance agents and policy holders
- Informed callers of insurance requirements for leased or financed vehicles
- Researched client account history across multiple platforms while actively listening to caller concerns
- Updated database information from policyholders or insurance agent
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Managed high stress situations effectively, maintain professionalism under pressure while resolving disputes and/or conflicts
Education
GRADUATE CERTIFICATE - INSTRUCTIONAL SYSTEMS DEVELOPMENT
UNIVERSITY OF MARYLAND BALTIMORE COUNTY
Baltimore, MDBACHELOR OF ARTS - ENGLISH, Professional Writing and Publications
UNIVERSITY OF BALTIMORE
Baltimore, MDSkills
- Verbal and written communication
- Attention to detail
- Empathy and patience
- Able to explain and simplify confusing matters
- Data entry proficiency
- Goal oriented
- Strong interpersonal skills
- Cross cultural sensitivity
- Call center customer service
- Problem solving skills
- Answering questions
- Inbound phone calls
- Performance monitoring
- Training experience
- Appointment scheduling
- Adaptable
Timeline
Contact Representative
Social Security Administration
11.2021 - Current
Unemployment Claims Adjudicator
Alorica Incorporated
03.2021 - 11.2021
Administrative Trainer
Grinnell Appreciative Consulting
09.2019 - 03.2020
Customer Service Agent
Southwest Airlines
07.2018 - 08.2019
Quality Control Coach
PDP Group
10.2017 - 06.2018
Call Center Trainer
PDP Group
11.2016 - 10.2017
Customer Service Representative
PDP Group
10.2010 - 11.2016
GRADUATE CERTIFICATE - INSTRUCTIONAL SYSTEMS DEVELOPMENT
UNIVERSITY OF MARYLAND BALTIMORE COUNTY
BACHELOR OF ARTS - ENGLISH, Professional Writing and Publications
UNIVERSITY OF BALTIMORE