Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tammy Northern

White Plains,MD

Summary

Experienced Benefits and Human Resources professional with 15+ years of experience supporting federal agencies and administering employee benefit programs. Skilled in pension administration, benefits eligibility reviews, case management, records maintenance, and customer service. Proven ability to process benefit-related forms, research complex cases, and provide accurate guidance while maintaining confidentiality and compliance. Recognized for problem-solving in high-volume environments serving employees, retirees, and stakeholders.

Overview

17
17
years of professional experience

Work History

HUMAN RESOURCE SPECIALIST

Rividium Inc. United States Patent and Trademark (USPTO)
Vienna, VA
02.2025 - Current
  • Provide leadership, management, and oversight of retirement benefits and leave specialists to ensure that tasks and deliverables are completed accurately, efficiently, and on time.
  • Supported customers throughout the application process via phone and email, managing a high-volume inbox while ensuring applications were completed accurately and submitted correctly.
  • Assisted with onboarding processes and ensured compliance with policies and procedures.
  • Direct and oversee comprehensive benefits administration functions, including open enrollment, new hire onboarding, processing of qualifying life events, and annual renewals.
  • Supervise and mentor a team of Customer Service Representatives (CSRs), maintain high performance standards, and support them by managing overflow calls that handle a variety of inquiries related to payroll, health benefits, retirement, assignments, timekeeping, employment verifications, and employee questions about Public Service Loan Forgiveness through the ECC Cloud system as needed.
  • Collaborate closely with federal stakeholders to ensure benefits programs, processes, and communications align with agency objectives, contractual requirements, and regulatory guidance.
  • Managed escalation resolution for complex employee and customer inquiries.
  • Prepare and analyze biweekly and monthly status reports, tracking logs, and other performance metrics to monitor progress, ensure adherence to timelines, and support the successful delivery of program goals.
  • Hours per week: 40

BENEFITS SPECIALIST

Parker Tide / Transportation Security Administration
Washington, D.C.
02.2021 - 02.2025
  • Verified and validated Personally Identifiable Information (PII) for new hires, ensuring strict confidentiality, data integrity, and compliance with established security and privacy protocols.
  • Processed Designation of Beneficiary and Health Benefits forms, ensuring accuracy and compliance with agency requirements.
  • Facilitated onboarding activities and provided orientation briefings for Transportation Security Administration (TSA) employees on agency policies, procedures, and employment requirements.
  • Processed Form I-9 Employment Eligibility Verification actions within USA Staffing, ensuring full compliance with federal employment regulations.
  • Provided comprehensive administrative support, including managing high-volume email correspondence, prioritizing inquiries, and maintaining effective communication with internal and external stakeholders.
  • Processed personnel actions for more than 500 new hires per pay period, ensuring accuracy, timeliness, and adherence to established service-level agreements.
  • Generated and reviewed daily electronic Official Personnel Folder (eOPF) audit reports to ensure data accuracy.
  • Managed Family and Medical Leave Act (FMLA) financial allotments, including processing direct deposit updates and address changes.
  • Hours per week: 40

CUSTOMER SERVICE LEAD

Department of Transportation-PHMSA
Washington, D.C.
03.2016 - 05.2021
  • Provided comprehensive administrative support to clients by managing and prioritizing email communications to ensure timely and accurate responses.
  • Supervised and mentored personnel by coordinating daily work assignments, providing training, and ensuring tasks were completed accurately, efficiently, and in accordance with established standards.
  • Managed the review and processing of initial and renewal applications, ensuring accuracy and compliance with organizational standard policies.
  • Maintained accurate records by updating address changes, personal information, and processing orders.
  • Assisted registrants with verifying payments through the Automated Clearing House (ACH) electronic payment process, resolving discrepancies, and ensuring proper documentation.
  • Hours per week: 40

CUSTOMER CARE/QUALITY ASSURANCE SPECIALIST

Department of Transportation-FMCSA
Fairfax, VA
02.2011 - 02.2016
  • Provide compassionate support for mental health by assisting with inquiries and scheduling.
  • Oversaw the intake, verification, updating, and tracking of customer applications to maintain timely processing.
  • Provided customer support to mental health clients, helping coordinate services and resources to support safe driving and community independence.
  • Conducted call monitoring for team members to assess service quality and compliance standards; managed escalated inquiries in coordination with the Help Desk to ensure prompt resolution.
  • Evaluated Customer Service Representative (CSR) performance to ensure operational goals, service standards, and productivity objectives were consistently achieved.
  • Utilized call monitoring and audio recording systems to analyze performance metrics, identify strengths and areas for improvement, and provide actionable feedback to leadership.
  • Hours per week: 40

BENEFITS SPECIALIST

Pension Benefit Guaranty Corporation
Springfield, VA
12.2009 - 12.2012
  • Provided guidance on pension benefits, eligibility and coverage timelines.
  • Processed pension-related inquiries and requests.
  • Maintained communication with beneficiaries through follow-up letters and notifications.
  • Assisted employees and retirees with pension eligibility and retirement benefits.
  • Collected, verified, and documented participant data to ensure accurate case tracking and resolution of inquiries; conducted detailed research to resolve complex benefit issues.
  • Promote adherence to procedures, scripts, and escalation protocols.
  • Escalated unresolved participant concerns to the appropriate departments for further review, investigation, and resolution in accordance with organizational protocols.
  • Addressed routine and complex pension inquiries, including benefit payments, missing payments, updates to contact information, and tax reporting matters.
  • Hours per week: 40

Education

Diploma -

H.L. Bourgeois High School
Houma, LA

Skills

  • Technical Skills & Databases: MS Office 365, MS Outlook, Google Suite, Salesforce, SharePoint, Customer Relationship Management (CRM), ServeU, WebTA, EmpowHR, USA Staffing, EPIC, NFC Mainframe, eOPF, Workday, HR Connect, ARMS, NFC Reporting Center, SPPS System, Genesys Phone Cloud System, E-Verify System, GRB Platform

Timeline

HUMAN RESOURCE SPECIALIST

Rividium Inc. United States Patent and Trademark (USPTO)
02.2025 - Current

BENEFITS SPECIALIST

Parker Tide / Transportation Security Administration
02.2021 - 02.2025

CUSTOMER SERVICE LEAD

Department of Transportation-PHMSA
03.2016 - 05.2021

CUSTOMER CARE/QUALITY ASSURANCE SPECIALIST

Department of Transportation-FMCSA
02.2011 - 02.2016

BENEFITS SPECIALIST

Pension Benefit Guaranty Corporation
12.2009 - 12.2012

Diploma -

H.L. Bourgeois High School