Ellanna Wilkins
Baltimore
Summary
Accomplished leader with expertise in strategic planning and operations management. Specializes in developing operational policies that streamline workflows and improve service delivery. Committed to enhancing team performance and achieving organizational goals.
Overview
36
36
years of professional experience
Work History
District Manager
Social Security Administration, SSA
Westminster
03.2021 - 06.2026
- Led staff training initiatives to enhance service delivery and compliance standards.
- Managed daily operations to ensure efficient processing of claims and inquiries.
- Oversaw departmental budgets and resource allocation for optimal performance.
- Collaborated with external agencies to improve service outreach and community engagement.
- Developed operational policies to streamline procedures and enhance workflow efficiency.
- Conducted performance evaluations to support employee development and accountability.
- Implemented strategic plans to address operational challenges and improve customer satisfaction.
- Facilitated team meetings to promote communication and share best practices among staff.
- Managed all personnel matters within the district including recruitment, hiring, performance reviews, disciplinary actions.
District Manager
Social Security Adminstration
Baltimore
06.2017 - 03.2021
- Led staff training initiatives to enhance service delivery and compliance standards.
- Managed daily operations to ensure efficient processing of claims and inquiries.
- Oversaw departmental budgets and resource allocation for optimal performance.
- Collaborated with external agencies to improve service outreach and community engagement.
- Conducted performance evaluations to support employee development and accountability.
- Implemented strategic plans to address operational challenges and improve customer satisfaction.
Assistant District Manager
Social Security Adminstration
Glen Burnie
10.2015 - 06.2017
- Assisted in managing daily operations of Social Security field offices.
- Coordinated staff training programs to enhance service delivery.
- Reviewed and analyzed case files for compliance with regulations.
- Provided guidance to staff on customer service best practices.
- Maintained records and documentation for operational audits.
- Promoted effective communication among team members and stakeholders.
Operations Supervisor
Social Security Adminstration
Owings Mills
02.2015 - 10.2015
- Supervised daily operations of service delivery to ensure timely customer assistance.
- Coordinated staff schedules to maintain optimal coverage and support team efficiency.
- Implemented training programs for new employees to enhance service skills and knowledge.
- Monitored workflow processes to identify areas for improvement and streamline operations.
- Collaborated with management to develop policies that enhance service quality and compliance.
Operations Supervisor
Social Security Adminstration
Atlanta
02.2012 - 02.2015
- Supervised daily operations of service delivery to ensure timely customer assistance.
- Coordinated staff schedules to maintain optimal coverage and support team efficiency.
- Implemented training programs for new employees to enhance service skills and knowledge.
- Monitored workflow processes to identify areas for improvement and streamline operations.
- Collaborated with management to develop policies that enhance service quality and compliance.
Claims Specialist
Social Security Adminstration
Atlanta
06.2009 - 02.2012
- Evaluated claims for eligibility and compliance with federal regulations.
- Reviewed documentation for accuracy and completeness in claims processing.
- Assisted clients in understanding benefits and claims procedures.
- Collaborated with colleagues to resolve complex case issues effectively.
- Maintained detailed records of claims and client interactions systematically.
- Communicated with external agencies to verify information related to claims processing.
- Resolved claims by approving or denying documentation, calculating benefits due and determining compensation settlement.
- Provided customer service by responding promptly to inquiries from claimants regarding their benefits or coverage.
Claims Authorizer
Social Security Adminstration
Baltimore
06.2005 - 06.2009
- Reviewed applications for social security benefits and determined eligibility.
- Processed claims and ensured compliance with federal regulations.
- Collaborated with team members to resolve complex case issues.
- Communicated effectively with applicants regarding documentation requirements.
- Maintained accurate records of case decisions and actions taken.
- Trained new staff on policies and procedures for benefit authorization.
Teleservice Representative
Social Security Adminstration
Baltimore
06.1998 - 06.2005
- Assisted clients with inquiries regarding Social Security benefits and services.
- Educated beneficiaries on eligibility requirements and application processes.
- Resolved customer issues by providing accurate information and support.
- Collaborated with colleagues to streamline communication and service delivery.
- Documented interactions with clients to ensure compliance and tracking.
Record Analysis Clerk
Social Security Administration, SSA
Baltimore
06.1990 - 06.1998
- Maintained up-to-date records in the agency's database system securely.
- Reviewed documentation for completeness and compliance with agency standards.
- Performed data entry tasks to update customer accounts records.
- Organized and maintained filing systems for confidential documents.
Education
High School Diploma -
Lake Clifton/Eastern High
Baltimore, MD06-1987
Skills
- Operations management
- Budget management
- Strategic planning
- Policy development
- Performance evaluation
- Workflow optimization
- Team leadership
- Decision making
- Problem solving
- Business administration
- Effective communication
- Staff training
Accomplishments
- Supervisor Excellence Award
Timeline
District Manager
Social Security Administration, SSA
03.2021 - 06.2026
District Manager
Social Security Adminstration
06.2017 - 03.2021
Assistant District Manager
Social Security Adminstration
10.2015 - 06.2017
Operations Supervisor
Social Security Adminstration
02.2015 - 10.2015
Operations Supervisor
Social Security Adminstration
02.2012 - 02.2015
Claims Specialist
Social Security Adminstration
06.2009 - 02.2012
Claims Authorizer
Social Security Adminstration
06.2005 - 06.2009
Teleservice Representative
Social Security Adminstration
06.1998 - 06.2005
Record Analysis Clerk
Social Security Administration, SSA
06.1990 - 06.1998
High School Diploma -
Lake Clifton/Eastern High