Amanda Vanderhoff
Indianapolis
Summary
With a proven track record at the Social Security Administration, I excel in workflow optimization and research and analytics. I have a strong background in mentoring, and am skilled in guiding individuals towards personal and professional growth.
Adept at fostering collaborative environments and adaptable to evolving needs.
Expertise in communication, problem-solving, and leadership.
Known for reliability and results-driven approach.
Eager to learn with aptitude for applying new knowledge with skill and efficiency.
Overview
18
18
years of professional experience
Work History
Operations Supervisor
Social Security Administration, SSA
03.2024 - Current
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
- Led continuous improvement initiatives aimed at reducing waste, increasing efficiency, and enhancing overall productivity levels within the agency.
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
- Developed and implemented standard operating procedures to ensure consistency in service delivery across all agents.
- Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for the business unit.
- Conducted performance evaluations, providing constructive feedback and identifying areas for improvement.
- Fostered culture of continuous improvement, leading to enhanced operational workflows and staff satisfaction.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Interceded between employees during arguments and diffused tense situations.
Claims Specialist
Social Security Administration, SSA
08.2018 - 03.2024
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Developed strong working relationships with external partners such as legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of policies.
- Followed up with customers on unresolved issues.
- Collaborated with cross-functional teams to optimize claims handling procedures, resulting in improved productivity.
- Delivered comprehensive training sessions for new hires on claims handling procedures, policy interpretation basics, and other core competencies related to the role of a Claims Specialist.
- Improved claim processing efficiency by streamlining workflows and implementing time-saving strategies.
- Achieved performance targets consistently through attention to detail, effective time management, and strong decision-making abilities.
- Analyzed claim documents to ensure accuracy and compliance, mitigating risk of financial loss to the agency.
- Improved team morale and productivity by fostering collaborative work environment.
- Developed and implemented training programs for new claims specialists, boosting team efficiency and knowledge.
- Streamlined documentation workflow, enabling quicker claim resolution and enhancing customer satisfaction.
- Conducted detailed investigations into suspicious claims, successfully identifying and addressing fraudulent activities.
Customer Service Representative
Social Security Administration, SSA
06.2012 - 07.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased customer satisfaction.
- Handled escalated calls efficiently, finding satisfactory resolutions for customers while working within the constraints of agency policy and law.
- Developed rapport with customers through active listening skills, leading to positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating agency website and using online services, improving overall user experience and resulting in fewer customer contacts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Resolved escalated customer issues, restoring confidence in agency's commitment to service excellence.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Trained new Customer Service Representatives on agency policies, procedures, and best practices.
- Conducted training sessions for new hires and journeymen, ensuring consistent level of service across team.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of policy and law changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Subject Matter Expert
Expedia Group
03.2009 - 05.2012
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Provided training to overseas employees, teaching them to use the updated systems.
- Provided on-site assistance to overseas agents while communicating potential problems to headquarters in real time.
- Manned the line at headquarters to receive problems from the subject matter experts overseas and then relayed them to technical experts and shareholders to get a quick resolution.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Served as a liaison between technical experts and business stakeholders to ensure alignment on project objectives and deliverables.
- Streamlined communication between departments, ensuring that project specifications were clearly understood and met.
- Fostered culture of continuous improvement, identifying and implementing process optimizations.
- Served as go-to expert for resolving technical challenges, enabling smoother project progression.
- Developed comprehensive knowledge base for easy access by all team members, significantly reducing onboarding time.
- Improved project outcomes with application of advanced analytical skills to solve complex problems.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated customer needs and feedback to drive product and service improvements.
- Generated reports detailing findings and recommendations.
- Conducted regular reviews of operations and identified areas for improvement.
- Maintained database systems to track and analyze operational data.
- Collected, arranged, and input information into database system.
Lead Customer Service Representative
Expedia Group
03.2007 - 03.2009
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Took the highest level of escalated calls from irate customers or lower level agents needing technical assistance.
- Responded in writing to customer inquiries written to the company president, CFO, COO, and other agency executives.
- Reviewed agents' work for any errors in policy or technical applications.
- Received technical bug reports and provided troubleshooting assistance or referring to IT if it needed further explanation or fix.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients over phone to answer questions and address complaints.
- Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
- Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
- Implemented new CRM software, improving response times and overall efficiency in handling customer requests.
- Decreased average call time through effective problem-solving techniques and clear communication with customers.
- Continuously sought opportunities for professional development and stayed current with industry trends to enhance job performance.
- Improved first-call resolution rates by implementing troubleshooting guides for common issues faced by customers.
- Coordinated the implementation of company-wide policies affecting the Customer Service department.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Implemented and developed customer service training processes.
- Sought ways to improve processes and services provided.
Education
Bachelor Interdisciplinary Arts And Sciences - American Studies
University of Washington - Tacoma
Tacoma, WASkills
- Performance monitoring
- Task delegation
- Staff supervision
- Team Training
- Employee development
- Workflow optimization
- Compliance management
- Quality assurance
- Root-cause analysis
- Scheduling coordination
- Operational planning
- Incident reporting
- Data analysis
- KPI tracking
- Process optimization
- Productivity management
Timeline
Operations Supervisor
Social Security Administration, SSA
03.2024 - Current
Claims Specialist
Social Security Administration, SSA
08.2018 - 03.2024
Customer Service Representative
Social Security Administration, SSA
06.2012 - 07.2018
Subject Matter Expert
Expedia Group
03.2009 - 05.2012
Lead Customer Service Representative
Expedia Group
03.2007 - 03.2009
Bachelor Interdisciplinary Arts And Sciences - American Studies
University of Washington - Tacoma
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