Yesenia Trujillo
Chicago
Summary
Dynamic and results-driven professional with extensive experience at the Social Security Administration. Proven expertise in fraud investigation and tech savvy risk assessment, enhancing organizational efficiency. Strong analytical skills and a commitment to customer service led to significant improvements in claims processing accuracy. Adept at leading teams and fostering collaboration to achieve strategic goals.
Overview
24
24
years of professional experience
Work History
Lead Social Insurance Specialist
Social Security Administration
01.2015 - 02.2025
- As Team Leader for the Security and Integrity component of the Social Security Administration, I maintained oversight of a team of 10-15 employees.
- I assigned work daily, communicated goals and objectives, ensuring deadlines were met, while serving as technical expert, mentor, and advisor to my team.
- I monitored regional workloads and reports to ensure compliance in all areas, improving work processing efficiency by streamlining and implementing best practices.
- I served as the primary point of contact for the Office of the Inspector General (OIG), for the Social Security Administration. As such, I assisted with requests for assistance, involving internal and external fraudulent activities.
- As the liaison staff for OIG, I streamlined communication channels between internal departments, improving overall organizational efficiency and collaboration.
- I conducted thorough investigations of potential fraud cases, leading to the recovery of thousands of dollars in misallocated funds.
- Served as a subject matter expert during audits, providing detailed documentation and evidence supporting compliance with regulatory requirements.
- Managed caseloads effectively using time management skills while meeting strict deadlines under pressure.
Regional Security Specialist
Social Security Administration
09.2006 - 01.2015
- As a Regional Security Specialist for the Social Security Administration (SSA), I ensured compliance with security and integrity policies and procedures, while maintaining oversight of the local Field Office needs.
- I collaborated with local law enforcement agencies and the Office of the Inspector General for the Social Security Administration, to establish strong relationships, increasing the effectiveness of joint responses to incidents and provide assistance with internal and external fraud investigations.
- I traveled to SSA offices to conduct On Site Control and Audit Reviews, to review for potential threats, systems compliance, physical security, and analysis of integrity reports.
- Performed regular audits of existing security measures, identifying areas for improvement and recommending changes accordingly.
- Managed and supported organization-wide privacy and security management measures.
- Investigated reported incidents thoroughly, determining root causes and implementing corrective actions to prevent recurrence effectively.
- Oversaw credentialing activities for all employees, contractors and consultants. I provided Personal Identification Number (PIN) maintenance, to ensure least access, based on need to know standards.
- Addressed identified vulnerabilities promptly by collaborating with cross-functional teams for prompt resolution of issues.
- Conducted regular reviews of employee security clearances, ensuring appropriate access levels were maintained while reducing insider threats.
- Streamlined access control systems to minimize unauthorized systems access, without compromising ease of use for authorized personnel.
- Enhanced data integrity and confidentiality with implementation of end-to-end encryption measures.
- Enhanced employee security awareness with ongoing comprehensive training.
- Managed access control systems to ensure only authorized personnel could access sensitive information.
- Coordinated with external security consultants for third-party audits, gaining insights into further security enhancements.
- Conducted security audits for identifying potential threats, leading to enhanced protection measures.
- Collaborated with IT department to ensure seamless integration of security measures with existing infrastructure.
- Wrote detailed reports of all security breaches and investigations.
- Conducted training sessions for new security personnel to facilitate compliance with security protocols.
Bilingual Claims Authorizer
Social Security Administration
04.2003 - 09.2006
- As a bilingual Spanish Claims Authorizer, I interviewed potential claimants, to determine eligibility for Social Security benefits programs.
- Rigorous screening helped reduce errors in payment authorization, ensuring the delivery of excellent customer service by communicating claims determinations and adjudication decisions.
- I helped resolve escalated issues promptly, maintaining high levels of customer satisfaction and trust in our services.
- I maintained a tracking system for official documents, used for claims processing, increasing transparency and accountability for public trust.
- I served as a subject matter expert in providing guidance to both internal team members and external beneficiaries on payment authorization-related matters.
- I de-escalated upset and frustrated customers by providing thorough explanations, using current agency policies and procedures.
- Conducted thorough research on eligibility criteria and requirements, ensuring accurate decision-making in authorizations.
- I maintained updated knowledge of agency regulations, policies, and best practices to provide informed guidance to claimants.
- Engaged with customers and delivered quality service.
- Consistently met or exceeded performance targets related to timeliness and accuracy in claims processing.
- Assisted clients with complex claims by providing expert advice on navigating the authorization process successfully.
- Informed customers of non-covered claims and explained reason why.
- Collaborated with various departments to ensure timely processing of requests and documentation.
- Referred delinquent accounts to fraud departments or provided outside resources.
- Maintained full knowledge of current policies and made proactive adjustments to meet changing requirements.
Bilingual Customer Service Representative
Social Security Administration, SSA
03.2001 - 04.2003
- I interviewed beneficiaries, including Spanish speaking callers, with inquiries.
- I provided extensive information, answers, explanations, and potential solutions for problems with benefit payments and eligibility criteria.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Provided Spanish language translation services for customer service inquiries.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Met all call quality standards and exceeded daily quotas for first-call resolution.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Translated documents, forms and certified other materials from Spanish to English.
- Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Bachelor of Arts - Communications
University of Illinois At Chicago
Chicago, IL12-2000
Skills
- Strong analytical skills
- Policy interpretation
- Decision-making and problem solving
- Teamwork and collaboration
- Customer service
- Time management
- Detail oriented
- Organizational skills
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Lead Social Insurance Specialist
Social Security Administration
01.2015 - 02.2025
Regional Security Specialist
Social Security Administration
09.2006 - 01.2015
Bilingual Claims Authorizer
Social Security Administration
04.2003 - 09.2006
Bilingual Customer Service Representative
Social Security Administration, SSA
03.2001 - 04.2003
Bachelor of Arts - Communications
University of Illinois At Chicago
Similar Profiles
Edward ParkerEdward Parker
Module Manager at Social Security Administration HeadquartersModule Manager at Social Security Administration Headquarters
Helen Nicole DuBoiseHelen Nicole DuBoise
Contact Representative at Social Security AdministrationContact Representative at Social Security Administration
Deirdre GeraciDeirdre Geraci
Customer Service Representative at Social Security Administration/Customer Service Representative at Social Security Administration/
KIMBERLY N. HAWKINSKIMBERLY N. HAWKINS
Budget Officer at Social Security AdministrationBudget Officer at Social Security Administration
Jacob StillmanJacob Stillman
Customer Growth Consultant at ToastCustomer Growth Consultant at Toast