Summary
Overview
Work History
Education
Skills
Accomplishments
Highestgradeheld
Additionalinformation - Volunteerexperience
Awards
Training
Communication Skills
Timeline
Generic

Suzzett Roye

Loganville,GA

Summary

Diligent Operations Supervisor with solid background in overseeing daily operations and ensuring process efficiency. Proven track record of optimizing workflows and enhancing team performance to achieve company objectives. Demonstrated leadership in managing cross-functional teams and implementing strategic improvements.

Experienced in Social Security insurance policy analysis. Utilizes analytical skills to evaluate processing and ensuring policy compliance and client satisfaction. Demonstrates effective communication and problem-solving in diverse situations. Experienced Insurance Specialist excelling at managing high caseloads in fast-paced environments. Organized, driven, and adaptable with excellent planning and problem-solving abilities. Demonstrated ability to solve problems independently and consistently perform at an optimal level.


Overview

24
24
years of professional experience

Work History

OPERATIONS SUPERVISOR

Social Security Adminstration, SSA
10.2022 - Current
  • Grade GS-12
  • I directly supervise 14 employees, serve in the capacity as an unofficial mentor/coach as well as technical expert
  • Oversee the efficiency of the operational process by reviewing systems, managing employees’ workloads and responding to upper management officials as well as Area Offices
  • Conduct personnel actions such as performance reviews, annual appraisals and discussions, discuss and take necessary action on personnel career ladder plans
  • In addition, conduct reasonable accommodations discussions, manage personnel folders for example PACS systems (employee performance) and e7b files (employee retention file), make recommendations to area team to consolidate management resources in a central location
  • Conduct panel interviews for external hiring for the agency, accept resumes from potential candidates for review
  • Serve as Officer in Charge when District Management is unavailable
  • Open and close office
  • Review and provide authorization to systems access for employees, manage employee leave systems, processing and updating employee credentials
  • Completing SAFE inputs to address issues resulting from emergencies and or public relations issues
  • Engage in conference calls with upper management and or agency executives
  • Correspond and or consult with Labor Relations management regarding employees' workers compensation claims, EEO complaints, and Grievances while ensuring compliance with operational policies and procedures based on Personnel Policy Manual (PPM) and the employee contract
  • Address labor relation issues with department heads
  • Coordinate with union representatives' employees' schedules for meetings
  • Control workloads by managing, planning and assigning workloads to achieve operational goals
  • In addition to controlling workloads, make recommendations for individual awards to district manager, address customers complaints and inquiries
  • Coordinate appointment systems and resolve discrepancies by maneuvering personnel when issues arise
  • Provide administrative support to external entities such as Attorney Representatives, Disability Adjudicators, Congressional Offices and leadership personnel
  • Research and discuss methods for operational improvements with management team
  • Conduct and submit bi-weekly management reports for the operation of the unit and analyze strategic planning and set goals for various operational needs
  • Provide feedback to management on the status of the unit
  • Implemented a RSI appointments system for the FO to streamline and meet the needs of the public
  • Conduct unit meetings and monitor training monthly, assist and lead employees to accomplish personal and professional goals
  • Review training aids made by employees for pre-approval
  • Manage trainees' schedules and workflow
  • Collaborate with other supervisors to accomplish office goals
  • Research and discuss methods on a continuous basis with upper management; methods to improve operations. Process additional administrative duties such as incoming and outgoing mail
  • Make viable suggestions to top executive leadership for streamlining agency’s processes to enhance efficiency such as online disability process.

Claims Technical Expert

Social Security Adminstrationa, SSA
02.2022 - 10.2022
  • Previous duties as a Social Insurance Claims Technical Expert; I served as a technical expert in areas of the Old Age Survivor Disability Insurance program which addresses the most complex, non-routine cases
  • Provided expert and technical advice to assist employees as well as trainees, management teams in daily decision making
  • Used proper guidelines and policies such as PolicyNet, Msoms and various portals to ensure quality processing of all claims and post entitlement cases
  • Served as mentor for newly promoted employees
  • Completed congressional inquiries and prepared written responses to management team and or congressional offices promptly for closeout of cases
  • Investigated potential fraud and misuse of government funds and referred as applicable to Office of Investigation as needed
  • Reviewed continuing disability reviews (work CDR’s) decisions made by the FO staff for quality review and develop potential fraud and make special determinations
  • Reviews PQR’s for T2 claims specialist to ensure accurate claims processing of OASDI programs
  • Provided solutions to claimants and explained programs and policies in a manner where its easily deciphered
  • Reviewed and processed personal conference for overpayments to ensure integrity of the program and ensure quality processing of the waiver decision
  • Provide interactive office and unit training via presentations virtually
  • Reviewed and approved special payments unique to complex cases, resolved problems/discrepancies involving complex Title II issues that required special handling
  • Monitored rejected disability claims listings and empowered employees to act promptly for timely processing through electronic methods such as WAC workload management system
  • Controlled and disposed unsigned initial internet claims that exceeded closeout period
  • Identified, developed training needs, and conducted specialized training plans for staff to improve efficiency
  • Researched, analyzed, provided technical advice and training, and recommended solutions to supervisors and individual employees
  • Processed technical decisions daily
  • Conducted ERPS misuse reviews and provided final determination; and or refer to OIG for further development as appropriate
  • Provided feedback on programs and or systems when obsolescence’s exist and participate in agency’s surveys for better enhancements to systems and programs such as during Area conferences suggested workarounds to the EDCS system and uploading SSA 827 not showing immediately prior to transfer to DDS
  • Instrumental in assisting office workloads such as ADHOC cases and aged internet application listings
  • Able to simultaneously perform tasks effectively while keeping systems integrity and ensuring quality performance
  • Assist management with additional tasks as assigned.

Claims Specialist

Social Security Administration, SSA
05.2017 - 02.2022
  • Grade: GS-11
  • I conducted interviews, developed, reviewed, processed, authorized, and disallowed as needed Title II, XVI, and XVIII claims under the Social Security Act adhering to policies and procedures
  • When required, I prepared special determinations to resolve evidentiary discrepancies, questionable entitlement determinations, and made timely waiver determinations regarding overpayments
  • I regularly responded to phone calls, action requests, and emails timely from members of management, employees, and other organizations within the agency, utilizing SSA systems, programs and policies
  • My current assignment is serving as 1 of 2 individuals in the internet claim’s unit; providing support to the office goal of reducing FO time by streamlining the process of getting disability claims to DDS and I’m also responsible for all retirement and or Medicare claims filed online that flows through the field office
  • My contributions to the Agency Mission are utmost priority; I did so by delivering the agency information via various outreach portals such as e-mailer, telephone contacts and face to face interaction during community outreach summits
  • Submit recommendations for a more efficient workload process in the office mailroom to streamline the time it takes to sort mail and disperse appropriately which is accomplished by having a laptop available to mail person; as a result, it has been proven to improve processing time
  • Served as official mentor to 2 Customer Service Representatives who were engaged in the learning process and easy to work with in addition to my regular duties
  • Assisted other FOs in processing claims as needed or requested
  • Recognized for numerous awards in recognition of my contributions in supporting the agency’s mission
  • Provided recommendation to streamline the office workflow by requesting area office add the SSA 892 to the electronic system; WAC forms
  • Independently process Automated 101 (A101), Electronic Form (EF101) and Macade actions, which processes disallowances, abatements, and withdrawals with minimal errors
  • Process work reviews efficiently and timely ensuring program integrity, take necessary actions as requested by DDS to assist with FO/DDS processing time, independently process Expedited Reinstatement EXR’s and initiate Continuing Disability Reviews (CDR) claims and appeals for Title II/XVI assisting with FO’s processing time
  • Initiate and process special handling cases such as SSI one-time payments, force payments, assist with attorney fee determinations, (WEP) windfall eliminations provisions and (GPO) government pension offsets
  • Consistently conduct research using available sources such as KCNET, POLICYNET, MSOMS, EM’s when interpreting and applying policies to claims for accuracy
  • I consistently stayed abreast of changes in SSA’s policies and procedures by reviewing and evaluating policy changes, which allows me to make sound and concrete decisions when analyzing and processing my workloads
  • Used automated online resources to provide general assistance to the public such as MAPS, and state assistance public resources and others
  • Request and evaluate evidence from claimants and third parties to develop and resolve issues in accordance with SSA policy and procedure
  • Created decision notices as necessary using Document Processing System (DPS)
  • Monitored cases such as EXR reinstatements, E-Work inputs, and others for timely processing and to ensure exceptions are handled correctly
  • I was responsible for documenting all the claimant’s work activity, I use my writing and analytical skills to provide a complete rationale about the claimant’s work activity to assist DDS in making proper decisions for disability related claims
  • I established, evaluate, and investigate earnings discrepancies to determine if earnings will be removed, added, modified, or placed in suspense by examining tax returns and self-employment and process using 2.8 Earnings Modernization system
  • Maintained the NON-MED listing for the FO reducing the time it takes to process decisions for the entire office
  • Reviewed and or approve/processed special payments such as WEP/GPO and CPS
  • Provided informal guidance to other claims specialists when processing program specific claims and post entitlement issues
  • Mentor two (2) CS trainees and conduct quality review via EPAD while maintaining own workload timely and accurately
  • Superbly manage my workload by prioritizing and utilizing systems such as Workload Action Center (WAC), Electronic Disability Collect System (EDCS) Actions listing in addition to specialized workload
  • Pay close attention to SDO dates for timely processing of claims
  • Always willing to learn new materials and apply to workloads
  • Assisted the FO administratively by maintaining the office Worktrack cases for profiling, and ELAS listing to ensure cases and appointments are moved and or closed out timely
  • Served as OIC on multiple occasions when supervisor is out of office
  • Analyze and provide feedback and suggestions to management in implementing an action to make the Worktrack profiling process easier on the FO in which FO can keep unbatched cases to no more than 1-3 days unassigned
  • I have also sent feedback to worktrack team to aid in the filtering process of the worktrack system
  • Proposed via management improvement to add SSA 892 to the express forms system which resulted in a success
  • Developed and accurately evaluate and complete congressional inquiries, critical case workloads, and complex payments issues such as workers compensation, Government Pension Offset
  • Utilize CIP for claimants’ re-computations.

Customer Service Representative

Social Security Administration, SSA
03.2012 - 05.2017
  • Grade: GS-7-9
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Ships Serviceman

United States Naval Service
08.2000 - 09.2011
  • Performed daily log updates and generated reports for supervisors.
  • Managed and procure ships store inventory for sales.
  • Generate profits via ships store salef for ships morale and welfare quarterly.
  • Performed or participated in emergency drills as required.
  • Performed thorough, accurate and efficient repairs and preventive maintenance.
  • Completed frequent inspections, identified concerns and corrected problems independently.
  • Checked supply levels against expected voyage requirements and requisitioned required supplies.
  • Paid attention to detail while completing assignments.

Education

Bachelor of Arts - HUMAN RESOURCE DEVELOPMENT

HAWAII PACIFIC UNIVERSITY
Honolulu, HI
05-2018

No Degree - Marketing

Clayton State University
Morrow, GA
09-2012

High School Diploma -

Franklin High School
Somerset, NJ
06-2000

Skills

  • Interpersonal Skills
  • Microsoft Outlook
  • Microsoft Word
  • Excel
  • Skype
  • OneNote
  • Video Conferencing
  • Formal Training
  • Technical Knowledge
  • Guide Creation
  • Excel Program Development
  • Coordination
  • Event Planning
  • Pilot Program Participation
  • Cashier Services
  • Third-Party Payment System (TPPS)
  • Monthly Reporting
  • Office Training
  • PowerPoint
  • Database Creation
  • Microsoft Access
  • Recruitment
  • Outreach Services
  • Networking
  • Marketing
  • Information Dissemination
  • Adaptability
  • Problem Solving
  • Professionalism
  • Policy analysis
  • Risk assessment
  • Client communication

Accomplishments

  • Achieved business results by completing Social Security Retirement Survivor Disability Insurance program to the American Public with accuracy and efficiency.
  • Used Microsoft Excel to streamline daily production tracking via spreadsheets.
  • Collaborated with team of 4 operations supervisors in the development of attacking and clearing office backlogs.
  • Supervised team of 14 staff members.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of service complaints and customer satisfaction.

Highestgradeheld

GS-12

Additionalinformation - Volunteerexperience

  • U.S NAVY, FIRST LINE ASSISTANT SUPERVISOR, Supervised administration staff as well tenant unit staff for US Navy Bachelor Housing, WEEKLY, 02/08/10, 09/30/11
  • US NAVY, CANVASSER, Recruiter for admission in the United States Navy, WEEKLY, 08/2004, 08/2008

Awards

  • EXEMPLARY CONTRIBUTION OR SERVICE AWARD, 05/15, GS-08, EFFICIENT PROCESSING OF THE INFORMAL WAVIER WORKLOAD
  • PERFORMANCE AWARD (ROC), 05/16, GS-09, OUTSTANDING PERFORMANCE
  • EXEMPLARY CONTRIBUTION OR SERVICE AWARD, 07/16, GS-09, VOLUNTARILY TRAINING PEERS AND NEW EMPLOYEES
  • EXEMPLARY CONTRIBUTION OR SERVICE AWARD, 08/17, GS-11, EDCS ACTION BACKLOGS, CONTROLLING NON-MED LISTING
  • EXEMPLARY CONTRIBUTION OR SERVICE AWARD, 06/19, GS-11, GOING ABOVE AND BEYOND IN WORKTRACK/OFFER INNOVATIVE IDEAS

Training

  • SSA CRITICAL PAYMENT SYSTEM, 03/09/15
  • ADULT/PEDIATRIC CPR, 09/16/15
  • EXECUTIVE EXCELLENCE & WELLNESS THROUGH STRATEGIC LEADERSHIP, 11/06/18
  • TRAINING METHODS & DELIVERY, FALL 2016
  • ETHICS & JUSTICE, FALL 2016
  • PRINCIPLES OF INSTRUCTIONAL DESIGN, FALL 2016
  • GROUP DYNAMICS IN ORGANIZATION, SPRING 2017

Communication Skills

Telephone, skype, Ms Teams, fax, outlook, direct mail, 

Timeline

OPERATIONS SUPERVISOR

Social Security Adminstration, SSA
10.2022 - Current

Claims Technical Expert

Social Security Adminstrationa, SSA
02.2022 - 10.2022

Claims Specialist

Social Security Administration, SSA
05.2017 - 02.2022

Customer Service Representative

Social Security Administration, SSA
03.2012 - 05.2017

Ships Serviceman

United States Naval Service
08.2000 - 09.2011

Bachelor of Arts - HUMAN RESOURCE DEVELOPMENT

HAWAII PACIFIC UNIVERSITY

No Degree - Marketing

Clayton State University

High School Diploma -

Franklin High School

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Suzzett Roye