Toyome Stamper
Management/Customer Support Specialist
Baltimore
Summary
Experience Telephone Service Center Management and Customer Support Specialist, skilled in effective communication and conflict resolution. Proven track record in customer service and conducting workshops, enhancing employee performance and compliance. Proficient in Microsoft Office, delivering impactful progress reports that drive organizational success.
Overview
23
23
years of professional experience
Work History
Telephone Service Center Management Specialist
Social Security Administration
08.2015 - 04.2025
- Responsible for planning, developing, analyzing, and implementation of comprehensive classroom, interactive video/Virtual training materials for Telephone Service Center(TSC) employees.
- Responsible for leading subordinate counterparts to obtain desired results in ensuring uniform and proper application of
Social Security laws, regulations, policies and procedures and assists supervisors in carrying out the work per the mission of the Social Security Administration(SSA). - Responsible verifying accuracy of work related to SSA training materials before releasing it to the public or other components and agencies.
- Responsible for conducting quality review of casework by technicians, which offered Management Information (MI) for
superiors and analysts to perform trend analysis. - Responsible for interpreting current policies and guidelines to develop technical training materials for newly hired Customer Service Representative’s (CSR), Benefit Authorizer’s (BA) and Claims Specialist (CS).
- Experience leading Technical Training
Workshop (TTW), Mentor Training Workshop (MTW) and Instructor Training Workshop (ITW) of 20+ new hires per class that outlines company policy, and procedures. - Responsible for performing reviews of technicians’ work to ensure agency policies and procedures were appropriately followed, while advising additional training for employees who require refresher courses.
- Responsible for monitoring the progress of students and trainees, while offering guidance and expertise to
better serve and produce quality results. - Experience participating in meetings with Leads, management, and upper management to brainstorm, offer
suggestions, and assist with determining priorities for the component. - Experience assisting senior staff with Management Information (MI) of receipted, processed, and pending cases, while
maintaining effective communication with management concerning workflows to benefit the component. - Experience collaborating with senior staff to identify company training needs through evaluations and analytical studies.
- Responsible for creating training progress reports in Microsoft Word/Excel/PowerPoint and presenting to management on a weekly basis.
- Responsible recording, filing, and maintaining training lessons in SharePoint.
Customer Service Technician
Social Security Administration
06.2005 - 08.2015
- Responsible for receiving telephone calls to the SSA's National 800 number and providing guidance on the policy and procedures concerning beneficiaries and non-beneficiaries entitlements, retirement, disability, survivors benefits, and Supplemental Security Income.
- Responsible for answering telephone calls and advising beneficiaries about rights to appeals, provisions of the law, status of earnings records, claims,
policy, and procedures regarding SSA's entitlement programs. - Experience interviewing customers in person and by telephone while providing courteous support to customers regarding inquires and assisting in resolving concerns, initiating claims leads, establishing appointments, and resolving problems with payments or eligibility.
- Experience interviewing customers in person and by telephone to provide information about specific retirement options and computing estimated monthly benefits payable at various ages- in addition providing beneficiaries with correspondence advising them of their appellate rights and responsibilities.
- Experience conducting technical discussions and negotiations with Agency components and external entities
whose work interfaces with or impacts systems operations or processes of Title 2, Title 16, and T18
programs. - Experience participating and collaborating in regular group meetings to contribute information, offer advice and assist with
determining priorities. - Experience serving as a mentor to new and veteran Customer Service Technicians on policy and guidance related to SSA's benefits.
Employer Reporting Technician
Social Security Administration
06.2002 - 08.2005
- Responsible for conducting telephone and in person interviews to identify and analyze sensitive data using company computers and paper reports in order to resolve discrepant and missing wage data for employers.
- Responsible for analyzing and responding to incoming calls/correspondence from employers, wage earners, third
parties, and other components relating to earning reporting data. - Responsible for providing technical instruction to co-workers and employers to assist in processing of wages reported
by the employer and payroll services. - Responsible for providing technical assistance and advice regarding proper wage reporting techniques to employers as
set forth by the agency and the Internal Revenue Service; - Experience with policy research to resolve errors that prevented/rejected wage reports submitted by
the employer from processing. - Experience with analyzing procedures, policies and regulations governing the establishment, maintenance and fiduciary responsibilities required to administer programs related to Social Security Act.
Education
High School Diploma -
Forrest Park High School
Baltimore 05.2001 -
Skills
Effective communication and customer service
Effective conflict resolutions and critical thinking
Effective time management and organization skills
Proficient in Microsoft Office including Word, Excel, and Powerpoint
Timeline
Telephone Service Center Management Specialist
Social Security Administration
08.2015 - 04.2025
Customer Service Technician
Social Security Administration
06.2005 - 08.2015
Employer Reporting Technician
Social Security Administration
06.2002 - 08.2005
High School Diploma -
Forrest Park High School
05.2001 -
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