Yolande Packer

I trained to make final determinations on the full range of entitlement and non-entitlement actions to benefits. I adjusted established benefits and effectuated payments through the system or the Single Payment System. I also examined incoming documents to determine the necessary action or actions for the documents. Additionally, I made final determinations to adjust, resume, reinstate, suspend, withhold and/or terminate benefits and computed the benefit payment rates in accordance with provisions of the Social Security Act.

I have experience in addressing customer concerns, demonstrating empathy, and resolving problems swiftly. I navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquires. I am confident with multi-tasking which I was a quick study with technology and in entering pertinent information in a system and in answering calls in a call center environment with excellent customer service skills. I also conducted interviews to obtain, clarify and verify information about individual applications. I scheduled appointments for claim taking and for the local social security office. I facilitated conflict resolution between customers and other departments when necessary, ensuring satisfactory outcomes for all parties involved. I was in the pilot group for the Tele-Service Work Unit in which I used the Care 2020 phone system to assist callers with inquiries and protect the integrity of all SSA programs through proper identification, investigation and resolution. Educated customers about billing, payment processing and supported policies and procedures. I also was in the pilot program for the My Social Security Unit in which I assisted callers by using the Intranet Registrations and Customer Support (RCS) application. I assisted and informed callers of the requirements for creating an account, signing in and the maintenance activities for a MySSA account. As a leader I adapted my work habits and priorities to accept and perform a variety of work assignments to meet operating requirements as developed. I was a dependable worker and took pleasure in providing outstanding service.