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Licia Haack

@liciahaack

Social Insurance Specialist at the Social Security Administration helping people establish benefit eligibility and manage claims.

United States

Message

What I'm looking for

I’m looking for a healthy work environment where I can use my skills to make an impact in the workplace and on the bottom line.

At the Social Security Administration, I help individuals establish entitlement to Social Security benefits and manage their claims. I gather information, verify eligibility, and make decisions on benefit claims while answering questions about Social Security and Medicare.

At Albany Medical Center, I supported application activities through end-user support, analysis, testing, and maintenance. I also produced executive-level reports for review and worked with project teams on improvements to the Surgical Database.

For the Surgical Database project, I ran tests and simulations for proposed changes, updated information in the TEST database, and helped roll out services in the LIVE database with the project team. This work included updating surgeon authorizations and supporting booking and case-record documentation.

Earlier at Verizon, I worked in customer service, quality analysis, and team support roles. I reviewed call quality and workload statistics, helped identify training needs, and handled customer requests and escalations.

Experience

Work history, roles, and key accomplishments

Current

Social Insurance Specialist

Current

Social Security Administration

Sep 2021 - Present (5 years 2 months)

Helps individuals establish entitlement to Social Security benefits and manage their claims. Interacts with the public to gather information, verify eligibility, and make decisions on benefit claims.

Claim Adjudication Eligibility Determination Customer Service Public Education Data Management Problem Solving Policy Knowledge Communication Skills Attention To Detail Technical Proficiency

Applications Analyst

Albany Medical Center

Sep 2010 - Sep 2021 (11 years)

Supported application activities including end user support, analysis, testing, and maintenance. Produced executive level reports and assisted with software product evaluation and training.

Application Support end user support Testing Analysis Training Technical Support Systems Documentation Troubleshooting Project Coordination Surgical Database Preference Cards Process Improvement Data Analysis

Team Lead

Verizon

Jun 2008 - Jul 2009 (1 year 1 month)

Acted as go-to person for office areas, covered front desk, and monitored call center ACD system. Provided feedback to associates and conducted safety and team meetings.

Call Monitoring Quality Assessment Feedback Workload Evaluation Reporting Administrative Functions Microsoft Office Escalation Handling

Quality Analyzer

Verizon

Feb 2007 - Jun 2008 (1 year 4 months)

Established and monitored quality control standards and productivity. Compiled and analyzed statistics, identified training needs, and managed escalations.

Quality Control Data Analysis Reporting Training Problem Solving Administrative duties Excel Microsoft Word PowerPoint Escalation Management

Coordinator

Verizon

Nov 2003 - Jan 2007 (3 years 2 months)

Received escalation calls and complaints, coordinated with internal departments, and aided the team. Assisted in training and handled system or password issues.

Escalation Handling Communication Skills Training System Support Customer Service Scheduling Dispatch Coordination Customer Satisfaction Surveys

Customer Services Administrator

Verizon

Sep 1995 - Jan 2003 (7 years 4 months)

Handled customer requests, appointments, and various customer related duties. Screened and reviewed reports to verify quality and accuracy of information.

Customer Service Appointment Scheduling Dispatch Coordination Report Review Quality Assurance problem resolution

Administrative Support Associate VII

Albany Medical Center

Prepared and coordinated reports, tracked patient data, and managed a national database. Scheduled procedures and surgeries, and coordinated clinical information for insurance approval.