Contact Representative (Teleservice Center) - Social Security Administration
(2026-05)
Provide professional telephone service to members of the public regarding Social Security retirement, disability, Medicare, Supplemental Security Income (SSI), and survivor benefits.
- Research and resolve complex customer inquiries by interpreting and applying Social Security laws, regulations, policies, and operating procedures.
- Verify customer identity while safeguarding Personally Identifiable Information (PII) and maintaining strict confidentiality.
- Explain eligibility requirements, application procedures, payment information, and available services in a clear and customer-focused manner.
- Document customer interactions accurately using multiple agency systems while meeting production and quality standards.
- Analyze customer issues, determine appropriate solutions, and coordinate referrals when necessary to ensure timely resolution.
- Deliver exceptional customer service while managing a high-volume workload in a fast-paced federal call center environment.
- Collaborate with internal agency components to resolve complex case issues and improve customer outcomes.
Identification Services Operator - Olgoonik Solutions LLC – Department of State Contracts
(2021-12 - 2026-05)
Processed high-volume passport and identity credential applications while maintaining strict compliance with Department of State security standards and processing requirements.
- Collected biometric information, including fingerprint capture and identity verification, ensuring data integrity, confidentiality, and regulatory compliance.
- Captured passport and visa photographs meeting federal quality and security standards.
- Reviewed, verified, and entered sensitive applicant information into secure government databases with exceptional accuracy and attention to detail.
- Identified documentation discrepancies and resolved processing issues to minimize delays and improve workflow efficiency.
- Generated daily production and status reports to support operational oversight and performance tracking.
- Delivered exceptional customer service while maintaining productivity and professionalism in a fast-paced environment.
Executive Administrative Assistant - All Native Group – Department of State Contract
(2018-03 - 2021-09)
Provided executive-level administrative support to senior leadership within the Department of State.
- Coordinated complex domestic and international travel using E2 Solutions, including travel authorizations, detailed itineraries, vouchers, passport processing, visa documentation, and country clearances.
- Prepared and submitted eCountry Clearances for contractors and government personnel traveling internationally.
- Coordinated executive transportation for Directors and Deputy Directors supporting official meetings, ceremonies, and mission-related travel.
- Retrieved official passports from embassies in support of time-sensitive international travel requirements.
- Served as Time and Attendance Officer utilizing WebTA/TEL to ensure accurate payroll reporting and compliance.
- Prepared executive reports, Weekly Activity Reports (WAR), memoranda, correspondence, and other official documentation.
- Maintained executive task tracking systems to ensure assignments were completed accurately and within established deadlines.
- Coordinated onboarding activities, office logistics, supply inventory, equipment requests, and administrative operations.
Administrative Assistant - Beacon Associates – Department of State Contract
(2008-10 - 2018-03)
Provided comprehensive administrative support to the Bureau of European and Eurasian Affairs and the Bureau of International Organization Affairs.
- Coordinated complex domestic and international travel for executive leadership using E2 Solutions, including authorizations, itineraries, vouchers, passport processing, and country clearances.
- Coordinated executive transportation for Principal Deputy Assistant Secretaries and Deputy Assistant Secretaries.
- Managed conference room operations for multiple executive meeting spaces, ensuring seamless scheduling and audiovisual coordination.
- Served as the primary point of contact for office communications by screening calls, greeting visitors, coordinating hospitality services, and facilitating daily office operations.
- Processed incoming and outgoing correspondence, reports, memoranda, and official communications with accuracy and discretion.
- Escorted contractors during office renovation projects while ensuring compliance with Department security procedures.
- Retrieved official passports from embassies in support of international travel requirements.
- Supported office operations through inventory management, equipment coordination, onboarding activities, and administrative support.
- Served as Time and Attendance Officer utilizing WebTA/TEL, ensuring payroll accuracy and compliance with agency procedures.
