Wendy Goodwin
Randallstown,MD
Summary
Self-motivated, detail-oriented professional with 20+ years experience, seeking a position to utilize diverse skills in customer service, office management, human resources, database management and case management with exceptional interpersonal, time-management, analytical and problem-solving skills.
Overview
17
17
years of professional experience
Work History
Benefit Authorizer
Social Security Administration, SSA
05.2023 - Current
- Managed caseload effectively, prioritizing tasks based on deadlines and complexity to meet required timelines consistently.
- Provided excellent customer service by promptly responding to inquiries from clients and resolving their concerns.
- Conducted thorough case reviews, identifying potential issues that could impact eligibility determinations.
- Collaborated with other departments to ensure accurate information sharing, leading to better decision-making in authorization processes.
- Reduced processing time for applications through diligent attention to detail and efficient work habits, improving overall productivity levels.
- Kept abreast of changes in policy and regulations, ensuring continued accuracy in decision-making processes, minimizing risk of errors or penalties.
- Maintained accurate records of all communications with clients and other parties involved in each case, ensuring clear audit trail if needed for future reference or dispute resolution purposes.
- Used analytical skills to detect potential fraud within claims submitted for authorization, safeguarding program resources against misuse or abuse effectively.
Customer Service Supervisor
Summit Capital Partners
02.2007 - 04.2023
- Interviewed, hired and trained qualified customer service representatives.
- Created training manuals targeted at resolving simple and complex customer issues.
- Used critical thinking to resolve problems, analyzed information, evaluated solutions and implemented decisions.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Enhanced customer service procedures and policies to improve support and work-flow structures company-wide.
- Assessed team member performance by delivering one-on-one coaching to improve productivity and staff development.
- Improved office operations and decreased process lags by automating client correspondence, record tracking and data communications.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Education
Bachelor of Arts - Political Science
University of Louisville
Louisville, KY06.1989
Skills
- Organization and Time Management
- Interpersonal Communication
- Active Listening
- Computer Savvy / Data Entry
- Flexible and Adaptable
- Microsoft Office
- Data Analysis
- Policy Interpretation
Timeline
Benefit Authorizer
Social Security Administration, SSA
05.2023 - Current
Customer Service Supervisor
Summit Capital Partners
02.2007 - 04.2023
Bachelor of Arts - Political Science
University of Louisville
Similar Profiles
Benjamin FoleyBenjamin Foley
Claims Technical Expert at Social Security Administration, SSAClaims Technical Expert at Social Security Administration, SSA
Kirk LennardKirk Lennard
Claims Representative at Social Security Administration, SSAClaims Representative at Social Security Administration, SSA
Sara SmithSara Smith
Customer Service Representative at Social Security Administration, SSACustomer Service Representative at Social Security Administration, SSA
Petita ChevalierPetita Chevalier
Technical Expert at Social Security Administration, SSATechnical Expert at Social Security Administration, SSA
Darrell M. Lea Jr.Darrell M. Lea Jr.
Engineering Supervisor at Erickson Senior LivingEngineering Supervisor at Erickson Senior Living