Nicholas Fallon
Scranton
Summary
Experienced operations and team leadership professional with a proven history of effectively managing cross-functional teams and overseeing daily operational activities. Demonstrated ability to identify areas for improvement, design and implement efficient processes, and actively support staff development and performance growth. Known for strong problem-solving capabilities, effective leadership, and clear, professional communication. Prior roles reflect measurable contributions to improved workflow efficiency, increased productivity, and enhanced team collaboration.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
Work History
Supervisor
Social Security Adminstration
Wilkes-Barre
09.2015 - Current
- Provide training to employees.
- Ensured compliance with federal regulations and policies.
- Implemented process improvements to enhance workflow efficiency.
- Mediated customer inquiries and resolved issues effectively.
- Monitored performance metrics and provided feedback to team members.
- Facilitated communication between departments to streamline operations.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Collaborated with other departments to coordinate workflow processes between teams.
- Tracked progress on projects and provided timely feedback to staff members.
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Managed team of 13-26 employees, ensuring high productivity and quality standards were met.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Reviewed completed work to verify consistency, quality, and conformance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Assigned work and monitored performance of project personnel.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Lead Customer Service Representative
Social Security Adminstration
Wilkes-Barre
03.2021 - 09.2022
- Led team in resolving customer inquiries and issues effectively.
- Trained new representatives on policies and procedures for service excellence.
- Monitored service interactions to ensure compliance with federal regulations.
- Monitored team performance and provided feedback for improvement.
- Provided guidance and support to customer service representatives.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
Customer Service Representative
Social Security Adminstration
Wilkes-Barre
09.2015 - 03.2022
- Assisted clients with inquiries about social security benefits and services.
- Processed applications for social security programs and verified client information.
- Educated individuals on eligibility requirements for various social security benefits.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer questions in regards to benefits.
Intern
Swatara Township
Harrisburg
05.2014 - 08.2014
- Assisted in organizing community events and activities for local residents.
- Coordinated communication between departments to streamline project workflows.
- Conducted research on local issues to support township planning initiatives.
- Supported office operations by managing schedules and maintaining records.
- Engaged with community members to gather feedback and suggestions.
- Prepared reports summarizing project updates for township meetings.
- Collaborated with team members to improve public service delivery methods.
- Maintained accurate records of all activities performed throughout internship period.
- Maintained positive working relationship with fellow staff and management.
- Set specific goals for projects to measure progress and evaluate end results.
- Implemented strategies to take advantage of new opportunities.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Attended client meetings to provide project updates.
Education
Bachelor of Science - Public Policy
Penn State Harrisburg
Middletown , PA 05.2011 - 08.2014
Associate of Science - Electromechanical Technology
Johnson College
Dickson City , PA 08.2004 - 05.2006
Skills
- Employee training
- Performance monitoring
- Regulatory compliance
- Process improvement
- Conflict resolution
- Coaching and mentoring
- Effective communication
- Customer relationship management
- Problem solving
- Time management
- Attention to detail
- Analytical thinking
- Staff development
- Negotiation
- Customer service
- Multitasking capacity
- Written communication
- Team building
- Workflow management
References
References available upon request.
Timeline
Lead Customer Service Representative
Social Security Adminstration
03.2021 - 09.2022
Supervisor
Social Security Adminstration
09.2015 - Current
Customer Service Representative
Social Security Adminstration
09.2015 - 03.2022
Intern
Swatara Township
05.2014 - 08.2014
Bachelor of Science - Public Policy
Penn State Harrisburg
05.2011 - 08.2014
Associate of Science - Electromechanical Technology
Johnson College
08.2004 - 05.2006