Talisa Denise Jenkins
Coral Springs,FL
Summary
Dynamic Operations Supervisor at the Social Security Administration with a proven track record in employee training and customer complaint resolution. Expert in data analysis and KPI tracking, enhancing operational efficiency and customer satisfaction. Successfully reduced onboarding time while fostering a collaborative team environment, driving exceptional service delivery and achieving organizational goals.
Overview
17
17
years of professional experience
Work History
Operations Supervisor
Social Security Administration, SSA
Ft Lauderdale, FL
09.2020 - Current
- Coordinated logistics and resource allocation to meet project deadlines and budget constraints.
- Facilitated team meetings to discuss operational challenges and brainstorm solutions.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Trained new employees on operational protocols, significantly reducing onboarding time.
- Resolved customer complaints in a timely manner to maintain customer satisfaction.
- Delegated work to staff, setting priorities and goals.
- Managed scheduling and staffing, optimizing labor costs while ensuring operational demands were met.
Social Insurance Specialist Technical Expert
Social Security Administration, SSA
Ft Lauderdale, FL
09.2017 - 09.2020
- Facilitated training sessions for new employees on company policies and procedures.
- Assisted in developing strategies to increase customer satisfaction levels.
- Provided technical support for users experiencing difficulties with software applications.
- Analyzed key performance indicators to identify effective strategies.
- Created training materials for new hires on the company's procedures and policies.
- Coordinated with other departments to ensure efficient workflow processes.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Assisted with customer requests and answered questions to improve satisfaction.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Collected, analyzed and reported on data for use in operational planning.
Social Insurance Specialist
Social Security Administration, SSA
Ft Lauderdale, FL
09.2011 - 09.2017
- Assisted customers with completing paperwork associated with their applications.
- Monitored changes in federal and state legislation that affect social insurance programs.
- Managed customer inquiries regarding social insurance programs in a timely manner.
- Conducted interviews with applicants to determine eligibility for various types of assistance or coverage under applicable laws.
- Performed administrative duties such as filing documents, maintaining records.
- Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
- Maintained accurate records of all activities relating to social insurance programs.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Participated in training sessions on topics related to social insurance programs.
- Identified discrepancies in records or forms to ensure compliance with regulations and standards.
- Proofread documents carefully to check accuracy and completeness of all paperwork.
- Maintained positive working relationship with fellow staff and management.
- Provided guidance on eligibility requirements, application processes, and other related matters.
- Analyzed statistical data to assess program effectiveness and recommend changes as needed.
Contact Center Representative
Social Security Administration, SSA
Ft Lauderdale, FL
03.2008 - 09.2011
- Resolved customer complaints in a professional manner.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Updated system with order specifics and customer details, preferences, and billing information.
- Performed troubleshooting and problem solving for customer issues.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
High School -
Coral Springs High
Coral Springs 06-1993
Skills
- Employee training
- Customer complaint resolution
- Data analysis
- Staff delegation
- Effective communication
- KPI tracking
- Employee development
- Database maintenance
Timeline
Operations Supervisor
Social Security Administration, SSA
09.2020 - Current
Social Insurance Specialist Technical Expert
Social Security Administration, SSA
09.2017 - 09.2020
Social Insurance Specialist
Social Security Administration, SSA
09.2011 - 09.2017
Contact Center Representative
Social Security Administration, SSA
03.2008 - 09.2011
High School -
Coral Springs High
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