Shonna Koehn
Ruleville
Summary
Dedicated Customer Service Representative with extensive experience in customer service at SSA, excelling in policy compliance and critical thinking. Skilled in handling high-volume workloads, interpreting policies and procedures, resolving complex customer concerns, and providing professional service in fast paced environments. Recognized for strong communication, attention to detail, leadership abilities and commitment to delivering accurate and timely service. Seeking to leverage experience and leadership skills in a Lead Customer Service Representative with Social Security Administration
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Social Security Administration GS-8
Cleveland, MS
10.2022 - Current
- Provide direct customer service to the public by phone and in person regarding retirement, disability, Medicare and Supplemental Social Security Income programs.
- Process applications, updates and service requests while maintaining compliance with SSA procedures
- Collaborated with team members to streamline customer service workflows and enhance efficiency.
- Explain complex policies, regulations, and eligibility requirements in clear, understandable language.
- Resolve customer concerns, complaints, and case issues with professionalism and empathy.
- Manage high-volume workloads while meeting productivity and quality standards.
- Assist coworkers by sharing knowledge, answering procedural questions, and helping troubleshoot case issues.
- Help maintain team productivity during increased workload periods.
- Build trust with customers during emotional difficult interactions by remaining calm. professional, and solution-focused.
- Research records and analyze case information to determine appropriate next steps and ensure accuracy.
Senior Secretary
Delta State University-HPER Department
Cleveland, MS
01.2019 - 10.2022
- Coordinated departmental communications, ensuring timely dissemination of information among leadership, faculty and students.
- Managed office operations, purchasing, budgets, reports, and confidential records.
- Developed and maintained filing systems, and databases enhancing document retrieval processes for increased productivity.
- Trained new administrative staff on departmental procedures, fostering a collaborative work environment.
- Managed cash handling, reimbursements, and financial documentation,
Office Manager
Cleveland School District- Pearman
Cleveland, MS
07.2006 - 12.2018
- Managed daily office operations for a busy elementary school environment.
- Supported administrators, teachers, students, and parents.
- Coordinated schedules and meetings for administrative staff, optimizing time management.
- Administered payroll, attendance, budgeting, and financial process.
- Maintained school records and operational systems.
- Assisted staff with system training and administrative support.
Education
No Degree -
Mississippi Delta Community College
Moorhead, MSSkills
- Customer service
- Critical thinking
- Data entry and systems navigation
- Time management
- Communication skills
- Case review and problem solving
- Confidential information handling
- Workload priortization
- Team collaboration
- Policy and procedure compliance
- Call center operations
- Leadership and team support
Key Leadership Contributions
- Serve as a reliable resource for peers needing procedural guidance.
- Demonstrate initiative in identifying workflow improvements and service efficiencies.
- Help maintain team productivity during staffing shortages or increased workload periods.
- Model professionalism, accountability, and customer-focused service.
Additional Experiences
Teacher-Playcare Christian Academy (2001-2006)
Office Clerk- Belzoni Motors (2000-2001)
Office Clerk-Jim Bush Ford (1999-2000)
Timeline
Customer Service Representative
Social Security Administration GS-8
10.2022 - Current
Senior Secretary
Delta State University-HPER Department
01.2019 - 10.2022
Office Manager
Cleveland School District- Pearman
07.2006 - 12.2018
No Degree -
Mississippi Delta Community College