Job Title Of Vacancy Announcement Date Of

GRADE Ann.
Social Insurance Specialist (Claims Number Tuesday,
Representative)(Bilingual GS-0105- June 19,
09/11 2012 to
SN678090-12 ROII Wednesday,
169 CREDO July 11, 2012

Location Of Vacancy Personnel Contact Information Ext.

DETACH THIS TOP PORTION AND KEEP FOR YOUR RECORDS

Announcement Present Highest Grade Date Of

Number Grade Held Announcement

GS 09 Sep. 7 GS 09 Tuesday, June 19, 2012

to Wednesday, July 11,
SN678090-12 ROII 169 2012
CREDO

I Would Accept A:
Promotion X Reassignment Change To Lower
Grade
Position Downtown Position In
Woodlawn
First 3 Letters Of Your Social Security Number
Your Last Name
1 2 3 21 22 23 24 25 26 27 28 29
M O L x x x x x 2 9 6 6
Name (Printed) Organization Location

MYRNA I MOLINA TELESERVICE CENTER, TSC SAN

JUAN PR

EXPERIENCE AND QUALIFICATIONS STATEMENT FOR POSITION

VACANCY

1
 Announcement Position Applied For Vacancy Grade Level Lowest
Number Location (s) Grade
Applied For Acceptable
San Juan P.R>
Social Insurance Carolina P.R> GS-11 GS-9
Specialist (Claims
SN678090-12 ROII Representative)(Bilingual
169 CREDO

Name (Last, First, Middle Home Address (For Vacancies In SSA

Field Offices)
MOLINA, MYRNA I COND MONTE REAL BOX 139 1000
877 ST
SAN JUAN PR 00926-8211
Social Security Number Current Duty Station And Address Office Telephone
Number
SOCIAL SECURITY
XXX-XX-2966 ADMINISTRATION 787-758-9043
SAN JUAN TELESERVICE CENTER 787-250-0720
PLAZA LAS AMERICAS TOWER 787-250-0665
525 FD ROOSEVELT SUITE 500
SAN JUAN PR 00918-8051

I. EXPERIENCE (Begin with most recent experience and work back)

You must specify the dates at each grade level if you have had a career ladder position. Be
sure to show all experience which is pertinent and related to your qualifications for the
positions for which you are applying. Any details to other positions should be described in
Part II-Details.

Dates Of Employment In This Position Exact Title Of Your

(Specify The Dates At Each Grade Level) Position
Grade From (Mo., Day, To (Mo., Day, LeadTechnical Assistant Bilingual –TA
Yr.) Yr.) Full Time
GS 09-7 03/03/2008 At Present Average Hours Per Week 40 Hrs
Civil Employer (Name And Number And Kind Of Name And Telephone
Service Address) Employees You Of Immediate
Series Supervised Supervisor

2
 SSA SAN JUAN TSC Elsie Rivera
GS-9 525 FD ROOSEVELT 0 787 250-0665
787 250-0720
SUITE 500
SAN JUAN PR 00918-
8051
Detailed Description of Duties: (Do not attach Position Description)

GS 9 Step 7 from 03/03/2008 AT PRESENT

My experience and expertise development as a Lead Contact

Representative Bilingual GS-9-Step 7 in the TSC during my job
performance allow me work without supervision, and enough
knowledge, skills and abilities to perform successfully the duties
as Technical Expert educating, motivating and guided the TSR
components. I coached the supervisor as assistant support. I
evaluate the TSR every day through monitoring the call. I
coordinated and developed training as per deficiencies identified.
I analyzed and recommended alternatives for resolved and
improvement difficult claimants or employees situations that
would intervene with the agency goals and accomplishments. I
have specialized experience and expertise about interpretation
and application of Social Security laws regulations, policies and
procedures to assists supervisor in carrying out the work of the
TSC. On daily basic I provided assistance, coached and guidance
to development the Teleservice representatives (TSRs) in
handling telephone inquiries, facilitate and communicated
accurate information and clarified other requests from the public

3
to reduce misinformation and provided excellent and accurate
information to the public’s necessities. I ensure uniform and
proper application of Social Security laws, regulations, policies
and procedures. I reviewed and comments on new procedures,
assists in developing supplementary procedures and/or reminder
items for educate the TSR components. I explained and interpret
Social Security legislation, policies and procedures according to
the need of the inquiring callers. I provide precise, specific
information on eligibility and benefits paid under the Social
Security Program, SSI and Medicare Program. I assist and
coached the TSRS to provide accurate information and answer
questions to caller and claimant about Title II and Title XVI
programs and make coordinated referrals to other government
agencies, federal as well as local, for example Internal Revenue
Service’s (IRS) and Medicare. I also identified and investigated
the need of social services a particular claimant may have provide
general information for assistance programs like Medicaid, Food
Stamps, and Public Health Reform Act from the Government of
Puerto Rico and Fondos Unidos so the caller can obtain additional
help if needed. On daily basic I educated , trained and assisted
the TSR to providing education for learn and handle the Agency
guidelines in the POMS/MSOM, TSC Guide, Policy Net, Chip,
Internet and Intranet tools as eview , CPMs, Ors ,Nred,
paperless, RPS and Imain tools programs to coached, teaching
and guiding the TSRS for familiarized and handled all computer

4
tools available. I identify and audited laws and facts that support
my ideas that solve an organizational challenge and provide
proper and accurate information on timely manner as Social
Security Agency goals. My bachelor degree on Public
Communication acquires in Puerto Rico University provided me
the education, expertise and strengthens in the communication
skills for manage the CR and supervisory responsibilities. I keep
excellent relationship with all coworker and I handled difficult
situation with all type of claimant and diversity of publics.
As part of my daily performance, I evaluated and reviewed
monthly telephone interviews of the TSRs assigned, through
service observation through the phone tools(Teleset ) without
supervision.

I evaluate and determine accuracy, completeness and

consistency of information to set agency goals. I observed and
evaluate that the TSRs would provide all customer quality and
excellent services and demonstrated and feel compromise with
the public services where I demonstrated the mission and agency
goal.

On daily basic I work with Chip system combine with Aspect

teleset telephone system to made accurate evaluation to identify
training and is consider for 7-B individual evaluation folder that
are considering by supervisor to take final determination of level
of evaluation in the PCAS results for the TSR components.

5
I serve as technical advisor for TSRs in responding to very
unusual, difficult, sensitive’s cases. I provide guide on the use of
systems-related records and equipment for helps other
employees in resolving complex cases. I assists supervisor in
developing office work plans and assists in coordinating
Teleservice center (TSC) activities with those of Field offices,
PCAS in the TSC service area. I review and monitors workload
receipts, pending and backlogs; analyzes data; adjusts workloads
according to priorities and makes recommendations and
instruction in a positive manner for reducing backlogs and
improving the processing of work. I provide guidance,
constructive feedback or other form of instruction in a positive
manner open to discuss of ways of improve. I motivated the
employees recognizing individual efforts, goals and achievements.

I identified positive and negative trends in program operations

which have work processing or public information significance. I
communicated findings to supervisors for evaluation and
recommend ideas, solutions and data in a clear, accurate and
concise manner and in an understandable format and courteous
manner.

I have extensive experience and/or education in performing guide

and assistant to the TSR. I am an expert, and I am called on to
train, guide and assist them.

6
I clarified the doubt with fellow employees in a polite and
professional manner and preserve their personal dignity. I
coaches and guides employees when I serving as a mentor,
instructor or team leader. I keep focus on the goal of team and
minimize the style difference. I must substitutes as supervisor or
manager in the absence of those officials when designated to do
so. As required performs non-supervisory work of the same kind
and level as the TSRs when is necessary. I have performs other
technical or administrative duties as assigned. I handle multiple
and diverse tasks on an average day in a job, for determine
effectiveness.

AS SLC duties with the training and knowledge acquired, I run

the system operation. On daily basic I performance assign of
computer skill as enter and verify server, change tapes for
backup and enter to workload print traffic overnight to output
adequate information. I output the MDW pending transactions
too.
I resolve systems problems; I made reboot and operated ticket to
resolves any technical situation when the systems are
unavailable. I identified the problems, explore the facts and
options, and make a recommendation for resolve as soon as
possible. As proof of my development leadership and
trustfulness, I was nominee and selected as AFGE financial Officer
for 2007 yrs, and was NYRACED disability parliamentarian officer

7
and actually I was nominee and selected as EEOC collateral duty
Officer in the agency.

I demonstrated ability and capacity for influencing and

negotiating when I performance my collateral duties as EEO
counselor. I understand how agency policies and practices would
affect the equal employment opportunities of all employees. I
Understand of the employment problems of underutilized persons
and classes in the workforce and labor market, particularly racial
and ethnic minorities, women, older workers, people with
disabilities, or the economically disadvantage. I have the ability
to establish effective working relationships with and gain the
confidence of managers and supervisors at all levels of the
agency, as well as with employees regardless of their occupation,
race, sex, ethnic heritage, or socioeconomic background; and I
communicated orally to explain procedures and regulatory
requirements to complainants and management officials who may
be angry, confused, or distressed because of the circumstances
that caused the complaint, or because of the complaint itself. I
Obtained and organized facts presented by persons who may be
angry, confused, or distressed. I clarified issues, discuss issues,
and resolved misunderstandings if they exist (during the informal
stage of a complaint) and report facts objectively and write
simple, clear, and factual narrative statements (for reports).
When I was parliamentarian officer for NYRACED disability group,
I was responsible for review the parliamentarian policies and

8
evaluated the procedure for new officer’s election for the 2007
year.

On daily basic I would demonstrate my capacity and responses

for problem solving. I monitoring the workload receipts, pending
and backlogs; analyzes information, I completed assignments in
priority list and adjusts workloads according of importance and
makes recommendations for reducing backlogs and improving the
processing of work. When I keep the supervisor abreast of
findings and provided recommendation and possible solutions for
management would evaluate. I responsible to conduct special
studies, including work sampling, and provided appropriate
reports to supervisor with recommendations and conclusions.
Examples (SSI project, NRED Workload, Equitable Relief pilot and
SSA- 1763 withdraw Medicare input, all post entitlement input.)
AS Technical advisor, I evaluated and examined complicate
variety of cases referred by TSR to me where I analyzed and
calculate to clarified discrepancies. This types of cases as
overpayment, cps, manager to manager allows me to make
independent decisions throughout the different complexities of
cases. Other example, are analyze, compute, decide and
determine any quantity of benefits paid underpayment, dual
entitlements, work paid or/ and provide an explanation of
different alternatives the claimants may have, such as
reconsideration, explanation, withholding plans or approve an
administrative waiver if applicable. I also use Electronic Forms,

9
the agency Internet and Intranet other available tools to find
professional documentation or forms which a claimant or
beneficiary may needed.

I am utilizing the Agency guidelines in the POMS/MSOM, TSC

Guide and Policy Net, I reconciled discrepancies that are causing
the interruption in the receipts of monthly benefits and I was
decide and approval if the Critical Payment System (CPS)
procedures could be used in a dire need person’s situation or it is
necessary to utilize other procedures available that will allow
Social Security Administration to reach its goal, which is to pay
accurately and in a timely manner as agency goal. I also provided
information about work provisions for persons who receive
retirement benefits as well as those receiving disability benefits.
I gather precise information about work reports in order to
process a work notice or annual report input and Special Wages
thru the Post Entitlement Systems (POS). I am able to clearly
explain if the report is I would decide to terminate, suspend or
reinstate monthly benefits. In My duties as AFGE financial Officer
Responsibilities, I prepared financial statements, I completed IRS
and DOL Tax form must was requirement by the mentioned
agency and projected the new Proposal Budget to new financial
year for the AFGE local 2608.

As Lead Contact Representative (BLNGL) I must speaks

effectively with groups and/or in one on one discussion. I
communicated information ideas and data in a clear accurate and

10
concise manner and in an understandable format and courteous
and effective manner. I keep contacts with employees in the TSC
and other SSA offices daily. I have and keep direct
Communication with the TSC’s supervisor and management staff
is also frequently. In very complex, unusual or sensitive cases, I
may personally respond to public inquiries. I convinced with the
public may be difficult. I must deal with irritate or disturbed
individuals.

I provide technical assistance, to obtain advice or information, to

provide accurate and correct information to management and to
provide information to the public.

I was development the skill and capability for provide oral

communication training addressed large group as TSR, and
Supervisors. I prepared to explain or reconcile divergent
viewpoints in interpreting instructional materials and applying
approved operating policies and procedures.

I identified, prepare and development group training or refresher

individual training. I am responsible to coordinate and set goals
for the new and old tSRS. I was development the topics and
search the resources and technology used. I evaluated the
adequate technique due to systematize the deficiencies identified.
I managed and setting the VOD and mandatory training by IVT
system and prepared the immediately action plan when the
telephone system communication failed for unexpected and out of

11
control reasons. I prepared and teach TSR training to new hiring
employees (TSRT) within timeframe required. I provide test
review and evaluation to supervisor. In the last new hiring class
TSR, I prepared and teach lessons as Computation which
generally is prepare and teach by CR or supervisor. I was
instructor of Annual Earning Test, Overpayment and SSI lessons,
Disability and others. I demonstrated capacity and skill to
analyze numeric problems. When I prepared the annual budget
for next fiscal year and prepare financial annual report for AFGE
local Union as elected financial Officer. As AFGE financial Officer, I
had the responsibility of explaining the annual financial report to
the all present active members for inform the financial status of
the AFGE local. I explained the financial transaction, I prepared
the New Year budget and response and explain any doubt or
question.

AS per Technical Assistant, on daily basic I document by written

on the system program and manual journalism the services
observation for each TSR assigned where I documented each
narrative action which then is discuss with the TSR due to signed
by himself. I agreement with the issues observed and
documented, then provided to supervisor for would filed in the 7B
files where are consider as element for the final TSR evaluation.

I have written monthly reports to supervisory staff on the quality

and accuracy of TSR responses and make recommendations for
improvements evaluated telephone interviews, through service

12
observation, to determine accuracy, completeness and
consistency of information.

I provided and assures that responses are made in a helpful,

courteous manner accomplish as per agency services goal for
offered excellent service to the customer.

I Conducted special studies, including work sampling, and

provides monthly appropriate reports to supervisor with the
proposal of identified development and eliminate deficiencies of
the TSRs and the FO components.

On daily basic, I read , analyzed and reviewed Guidelines

include a variety of program manuals, systems’ manuals, policy
and procedure manuals and the Social Security Act where I must
used good judgment in interpreting these guides for apply on
particular cases to accomplish with the goal and mission of the
agency. I am responsible to prepare training using Word and
PowerPoint and publisher computer tools and other available
tools. I used written outlook system to keep inform the TSR about
the latest new and high importance information. Actually I am
working on Saturdays with the FO’s ERPA tool for join forces and
cooperation with the FO to improvement and eliminate the
workload at already existing.

13
When I work voluntarily I belong as part of Board of Directors of
the Condominium Monte Real as vocal, secretary and treasury
officer, I written the agenda for the Board and General
Assembly meetings, either extraordinary or routinely. I organized
and prepared Annual Meetings for election of Directors authorize
and write checks for payments of the expenses authorized by the
Board, keep records about resident’s good standing by paying
their quotas. Take inquiries of residents concerning day to day
issues of living in the Condominium. I kept track of changes in
the law that could affect the condominium. I prepared and
coordinated and written the annual assemble. I explain, oriented
a suggested about different issue to discuss and obtained agree
to particular situation for obtained the better decision for all
members of Monte Real Condominium. I prepared and written the
annual financial reports to inform all resident about final decision.

14
BilingualTeleservices Representative (TSR) Period when I
began GS-5 to GS-8 step 7

GS 8 Step 7 from 12/2007 to 03/03/2008

GS 8 Step 6 from to 08/21/2005 to 12/2007
GS 8 Step 5 from 04/14/2005 to 08/21/2005(Quality Step Increase
Award)
GS 8 Step 4 from 07/23/2003 to 01/11/2004
GS 8 Step 3 from 0727/2002 to 07/27/2003
GS 8 Step 2 from 07/30/2000 to 07/30/2002
GS 7 from 07/18/1999 to 07/29/2000
GS 6 from 07/18/1998 to 07/17/1999
GS 5 Step 2 from 07/05/98 to 07/19/98
GS 5 Step 1 from 07/06/97 to 07/04/98
-

During my ten years of experience as Bilingual Teleservice

Representative TSR GS-8, I have been able to develop a level of
total independence, which has allowed me to apply various
regulations, policies, laws and procedures in the processing of
complex cases. For example, I use the Program Operations
Manual System (POMS) to provide precise service for a diversified
number of people. Through the Telephone System Aspect service
is provide by way of interviews which are performed to
beneficiaries, claimants, lawyers, other government agencies and
general public. I provide a detail explanation of Social Security

15
legislation, policies and procedures according to the need of the
inquiring callers. I provide precise, specific information on
eligibility and benefits paid under the Social Security Program and
Medicare Program. I answer questions about Title II and Title
XVI programs and make referrals to other government agencies,
federal as well as local, for example Internal Revenue Service’s
(IRS) and Medicare. I also identify the need of social services a
particular claimant may have and I provide general information
for assistance programs like Medicaid, Food Stamps, and Public
Health Reform Act from the Government of Puerto Rico and
Fondos Unidos so the caller can obtain additional help if needed.

On a daily basis when beneficiaries contact me I determine

the nature of their problems or questions utilizing all queries and
systems available. Such systems include PCOM, Master
Beneficiary Record (MBR), Payment History System (PHUS) and
CHIPS among others. I also used the Social Security Policy and
the Privacy Act to protect the identity and records being utilized
in order to prevent fraud and abuse of the Social Security
Programs. This also allows me to make independent decisions
throughout the different complexities of cases. For example,
analyze, compute and determine any quantity of benefits paid in
excess (overpayment) and provide an explanation of different
alternatives the claimants may have, such as reconsideration,
explanation, withholding plans or approve an administrative

16
waiver if applicable. I also use Electronic Forms, the agency
Internet and Intranet to find professional documentation or forms
which a claimant or beneficiary may need.

Utilizing the Agency guidelines in the POMS/MSOM, TSC

Guide and Policy Net I reconciled discrepancies that are causing
the interruption in the receipts of monthly benefits and decide if
the Critical Payment System (CPS) procedures could be used in a
person situation or it is necessary to utilize other procedures
available that will allow Social Security Administration to reach its
goal, which is to pay accurately and in a timely manner. I also
provide information about work provisions for persons who
receive retirement benefits as well as those receiving disability
benefits. I gather precise information about work reports in order
to process a work notice or annual report input thru the Post
Entitlement Systems (POS) and I am able to clearly explain if the
report is going to terminate, suspend or reinstatement monthly
benefits.

On a daily basis I provide information about specific

retirement options, and using PEBES online and the Title II
Benefits Computation I was compute monthly estimates of
benefits payable at various ages to enable individuals to make
retirement decisions that will affect their future personal income.
If a caller wishes to or is interested in applying for benefits and

17
meets all the requirement I initiate a claim by making an
appointment in the 800# system referencing the claimant
earnings record for any discrepancies, including information of
any auxiliary on the application and explaining the necessary
evidence needed, which the Claims Representative (CR) will
utilize to help with the application. If it is a retirement claim,
surviving spouse, lump sum death payment (LSDP) claim or any
other as defined by the Immediate Claim Taking Unit (ICTU), the
SSA Policy and system guidelines, I refer the lead to the next
available CR for immediate expedition of services. The creation
of the ICTU in the San Juan Teleservice Center has allowed me to
develop a wide range of understanding about the claims referral
process. In addition I provide callers detailed information about
the application process for disability. Information is gathering
from the caller to verify if the requisites are meet and are
complete for eligibility. Utilizing the Disability Insured Status
Calculator Online (DISCO) I am able to verify when the person is
insured for disability benefits. I also provide information about
the necessary evidence needed in order to process an application,
and facilitate the collection of medical information so Disability
Determination Services (DDS) can verify the appropriate medical
condition. If the person wishes to apply I set an appointment thru
the 800# appointment/Referral to the Field Office of jurisdiction.

18
 On a daily basis I answer questions and provide assistance
about the Medicare Program. I help with the preparation of
Medicare claim forms as well as appeal forms; refer any incidents
of dissatisfaction with Medicare reimbursement rates.
I use available systems queries like Master Beneficiary
Record (MBR) and HQRS to provide solutions with problems of
eligibility, enrollment and premiums that could involve the
Common Working File, share by Social Security Administration
and Centers for Medicare and Medicaid Services (CMS). In
addition, I explain the different options provide by law to request
Medicare at the Initial Enrollment Period (IEP), General
Enrollment Period (GEP) or Special Enrollment Period (SEP) as
appropriate. This information provides the future beneficiary the
ability to decide whether they are going to apply or not.
Enrollment and withdrawal applications are processed by me
using the information retrieved by CHIP software and fill the
forms CMS-40B or HCFA-1763. I also explain the general rules
about State buy-in benefits and complete form SSA-5002
referring to CMS the termination of benefits when the claimants
moves to Puerto Rico or US Virgin Island, avoiding by these
means the continuation of premiums by the State when a
beneficiary has lost eligibility. Available pamphlets and literature
on Medicare benefits or services are sent to the general public
who calls us.

19
 Even though Supplemental Security Income is not available
in Puerto Rico, I advise about eligibility factors and post
entitlement situation that may arise when a beneficiary has
moved to our jurisdiction. This includes referring by way of
administrative massage utilizing the Modernized Development
Worksheet (MDW) to the Field Office and processed through SSI
workflow jurisdiction for the termination of SSI payments when a
claimant moves from the US to PR. Also, I identify whenever the
person may qualify under the Black Lung Benefit or Railroad
program.

In order to provide a good service I retrieve SSA queries

online/offline in order to determine the status of any retirement,
survivor or disability claims to obtain beneficiary’s history of
payments. In addition, I process inputs regarding SSA post
entitlement actions such as Change of Address, Direct deposit,
CMS 40-B, SMI termination, Equitable relief, SEP, Suspend
benefits as necessary and processed earnings discrepancies and
overpayments issues which fulfills the goal of the Agency of
paying correctly and without delays; as well as death inputs to
terminate benefits for deceased beneficiaries. Direct Deposit
actions are taking following the TSC Guide and POMS guidelines
to orient about which type of account is correct and account title
is acceptable. I also establish Post Entitlement appointments to

20
the FO with jurisdiction in order to solve special situation of
overpayments and/or representative payee changes that may
require an appointment.

I consider that Agency’s Internet and Intranet system are

being very important. It allows me to obtain the latest available
information about the policies and changes, as well as other
agencies, such as Internal Revenue Service and Immigration and
Naturalization Services (INS). The knowledge acquired and
developed on the IWS/LAN Computer System that include PCOM,
Policy net, POSM/MSOM, CHIP and the QQAPA toolbar, Intranet
tools was facilitate the search and consultation of regulations and
actual guidelines to offer world class service to the public. I must
highlight that the CHIP program integrates the SSA policy and
allows me to adequately identify the caller and provide step by
step information thru the TSC Guide. This has allowed me to
reinforce my abilities in locating the necessary information, as
well as to identify and refer complex issues and public affair
implications to the corresponding component, so that the
situation could be solved in a promptly and adequately manner.

21
 Dates Of Employment In This Position Exact Title Of Your
(Specify The Dates At Each Grade Level) Position
Grade Fromm (Mo., Da, Tú (Mo., Da, Ir.) Contact Rep (TSR-Bilingual) Part Time
Ir.) Mixed Tour
07 07/18/1999 07/29/2000 Average Hours Per Week 40 Hrs
Civil Employer (Name And Number And Kind Of Name And Telephone
Service Address) Employees You Of Immediate
Series Supervised Supervisor
SSA San Juan TSC OS AWILDA
GS 525 FD Roosevelt Suite 0 CINTRON
500 (787) 758-9043
San Juan PR 00918-8051
Detailed Description of Duties: (Do not attach Position Description)

As a Bilingual Teleservice Representative TSR GS-7, I

have acquired the knowledge and skills related to my position, I
applied Social Security laws, regulations, policies and procedures
to develop and handle interviews with general public,
beneficiaries, claimants and possible beneficiaries to Social
Security Programs, being able to apply guidelines to each
individual situation. I provided specific information about
eligibility and benefits paid under SSA Retirement, Survivors and
Disability Programs.

22
 On a daily basis I provided information about specific
options for retirement. I computed estimated monthly benefits
payable at different ages of eligibility to enable the individual to
make retirement decisions that will affect their future income.

In addition, precise information was given about eligibility

and procedures on Medicare Health Insurance and Medicare
Supplemental Insurance Programs. Whenever necessary, I made
referrals to the corresponding providers [Part a Hospital
Insurance or Part B Medical Insurance] with the purpose of
finding solutions to specific problems or situations managed by
them. I also answered questions and efficiently managed
situations related to Medicare applications and payment of
premiums; also options on Initial Enrollment Period, General
Enrollment Period and Special Enrollment Period were explained. I
gave complete and accurate information to help beneficiaries to
decide the best option available according to their medical need.
Utilizing the established guidelines and adequate procedures, I
instructed and helped claimants on filing the Form HCFA-40B, so
they can enroll in Medicare Part B. Whenever I identified that
they qualified to enroll during the Special Enrollment Period, I
explained and helped them to fill the form HCFA-L564, needed
verify information about the Group Health Plan of the persons
that are working. It is advantageous to the people because we
can wave penalties that by other means are payable. I mailed

23
literature and pamphlets with information about Social Security
and Medicare services and benefits.

By on-the-job experience I have been able to acquire

knowledge and develop abilities to analyze overpayments,
determine and compute any quantity paid in excess. I provide
orientation to beneficiaries and inform them about their options.
Then, I finalized overpayments either by recovery of debt or by
waiver using the applicable procedures, which include
determination of claimants, are without fault and if so, sending
the appropriate form SSA-632BK and making the necessary
annotations in Debt Management System.

My ample knowledge about queries and references available

helped me in the investigation of different cases and
reconciliation of discrepancies that cause interruptions of monthly
payable benefits. I obtained the necessary information using all
available tools, such as Master Benefits Record (MBR), Payment
History Update System Queries (PHUS), Query System Record
and the guidelines [POMS, TSC Guide and Policynet] to analyze
and determine if the Critical Payment System (CPS) procedure
could be utilized to help the person with a solution to their
problems. These CPS are completed with the appropriate
authorization of a Supervisor.

24
 In addition, I utilized the information obtained through the
SSA queries to determine the status of claims or SSA actions,
beneficiary payments history, and process input regarding SSA
post entitlement actions, such as change of address, death input
and direct deposit. I also established claim leads on the 800#
appointment/referral for retirement, survivors or disability for
children and adults that are eligible under the program. I advised
callers about the evidence needed for the claims to be processed
without delays. I informed other components of the agency, such
as the Field Office (FO), of any special situations, like earnings
discrepancies or any factors that requires additional action by the
Claims Representative. In addition, I established post entitlement
appointment to the FO for CDR, Representative Payee changes or
special situation that requires an appointment in order to provide
efficient service to the public.

Even though Supplemental Security Income, Black Lung

Benefits and State Buy-in Programs are not available in Puerto
Rico, I advised about eligibility factors and post entitlement
situation that may arise when a beneficiary has moved to our
jurisdiction. This includes making referrals to the FO of
jurisdiction by an administrative message using the Modernized
Development Worksheet (MDW). I documented the screens
available about the termination of SSI payments when a claimant
moves from the US to PR.

25
 I used CHIP, a system that integrates SSA policy to
adequately identify a caller, improved my abilities in this
important task. At the same time, I preserve the privacy of
people, in compliance with the Privacy Act provisions. In addition,
programs like SSA’s Intranet, Internet Explorer, Microsoft
Outlook, and Policy Net keep me up to date with the latest
information on policy and guidelines of the agency, including
implemented changes. Following these appropriate guidelines I
report any fraud or misuse of any SSA programs, whenever
necessary, by telephone and for e-mail to Office of Inspector
General (OIG). Also, OIG telephone number is provided to the
public, so they may have direct access.

26
 Dates Of Employment In This Position Exact Title Of Your
(Specify The Dates At Each Grade Level) Position
Grade From (Mo., Day, To (Mo., Day, Contact Rep (TSR Bilingual) Part Time
Ir.) Yr.) Mixed Tour
06 07/18/1998 07/17/1999 Average Hours Per Week 40 Hrs
Civil Employer (Name And Number And Kind Of Name And Telephone
Service Address) Employees You Of Immediate
Series Supervised Supervisor
SSA San Juan TSC OS Lillian Oquendo
GS 525 FD Roosevelt Suite 0 787-759-4403
500
San Juan PR 00918-8051
Detailed Description Of Duties: (Do not attach Position Description)

As a Bilingual Teleservice Representative TSR GS-6, I have

acquire the knowledge and skills related to Social Security laws,
regulations, policies and procedures to develop and handle
interview with general public, beneficiaries, claimants and
possible beneficiaries to Social Security Programs and being able
to apply guidelines to each individual situation. This allows me to
provide specific information about eligibility and benefits being
paid under SSA Retirement, Survivors and Disability Programs.

On a daily basis I provide information about specific

options of retirement. I compute estimated monthly benefits

27
payable at various ages of eligibility to enable the individual to
make retirement decisions that will affect their future income.

In addition, precise information is given about eligibility and

procedures on Medicare Health Insurance and Medicare
Supplemental Insurance Programs.
Whenever necessary, I make referrals to the corresponding
provider [Part A Hospital Insurance or Part B Medical Insurance]
with the purpose of finding solutions to problems or situations
managed mainly by them. I also answer questions and manage
situations related with applications of Medicare and payment of
premiums in an efficient manner; also options on Initial
Enrollment Period, General Enrollment Period and Special
Enrollment Period are explained. Complete and accurate
information is given; this allows beneficiaries to decide the best
option available according to their medical necessities. By an
adequate use of SSA’s guidelines and procedures I instruct and
help claimants on filing the form HCFA-40B so they can enroll in
Medicare Part B. If a Special Enrollment Period applies, I also
instruct and help fill the form HCFA-L564 to verify information
about the Group Health Plan with the purpose of waving penalties
that by other means are payable. I sent literature and pamphlet
with information about services and benefits of Social Security
and Medicare available to the general public.

28
 Through on-the-job experience I have been able to acquire
knowledge and develop abilities to analyze overpayments,
determine and compute any quantity paid in excess. This allows
the beneficiary to get oriented with correct information and
finalize overpayment either by recovery of debt or by waiver
using the applicable procedures, which include determination of
claimants are without fault and if so, sending the appropriate
form SSA-632BK and making the necessary notations thru the
Debt Management System.

The knowing of queries and references available in the

computerized system has helped me investigate different cases
and reconcile discrepancies that cause interruptions of monthly
benefits payable to claimants. I obtain necessary information
from the system using the available tools like MBR, PHUS, Query
System Record and the guidelines [POMS, TSC Guide and Policy
net] to analyze and determine if the Critical Payment System
procedure could be utilized to help the claimant with a solution to
their problem. These CPS are made with the appropriate
authorization of a Supervisor.

In addition, I utilize the information obtained thru the SSA

queries online/offline computer system I can determine the status
of claims or SSA actions, beneficiary payments history, process
input regarding SSA post entitlement actions, change of address,

29
death input and direct deposit action. I also establish claim lead
on the 800# appointment/referral system for retirement,
survivors or disability benefits, for children and adults that are
eligible under the program. I advise of the necessary evidence for
the processing of claims without delays. I advise other
components of the agency, such as the Field Office of any special
situation like earnings discrepancies in the record or any factor
that requires additional action by the Claim Representative. In
addition I establish post entitlement appointment to the FO for
CDR, Representative Payee changes or special situation that
require an appointment in order to provide efficient service to the
public.

Although Supplemental Security Income, Black Lung

Benefits and State Buy-in Programs are not established in Puerto
Rico, I advise about eligibility factors and post entitlement
situation that may arise when a beneficiary has moved to our
jurisdiction. This includes referring by way of administrative
massage utilizing the Modernized Development Worksheet (MDW)
to the Field Office of jurisdiction the termination of SSI payments
when a claimant moves from the United State to Puerto Rico.

In terms of system I have available, I must point out that

CHIP integrate SSA policy to adequately identify a caller, this has
fortified my abilities in this important task. At the same time I

30
preserve the privacy of people, which allows me to comply with
the Privacy Act provisions. In addition, the Internet system of
SSA and programs like Internet Explorer, Lotus CC Mail 6.0, and
Policynet allow me to obtain the latest information on policy and
guidelines of the agency including implemented changes.
Following this appropriate guideline I report any fraud or misuse
of any SSA programs; whenever necessary the telephone number
and e-mail address of Office of Inspector General are provided to
the public so they may have direct access.

I receive on-the-job training on a day-to-day basis of

changes that affect the operational system, such as policies,
guidelines and different regulation of SSA programs. I have also
developed interviewing techniques that allow me to manage
difficult and complex situations when a caller is upset and
distress. I have been able to establish effective communication
with them, offering and providing the necessary service. I
address every caller’s inquiry by tailoring my response to every
individual level of understanding in a compassionate and
courteous way.

31
 Dates Of Employment In This Position Exact Title Of Your
(Specify The Dates At Each Grade Level) Position
Grade From (Mo., Day, To (Mo., Day, Contact Rep (TSR Bilingual)
Yr.) Yr.) Part Time Mixed Tour
05 07/06/1997 07/19/1998 Average Hours Per Week 40 Hrs
Civil Employer (Name And Number And Kind Of Name And Telephone
Service Address) Employees You Of Immediate
Series Supervised Supervisor
SSA San Juan TSC OS Lillian Oquendo
GS 525 FD Roosevelt Suite 0 787-759-4403
500
San Juan PR 00918-8051

Detailed Description Of Duties: (Do not attach Position Description)

GS 5 Step 2 from 07/05/98 to 07/19/98
GS 5 Step 1 from 07/06/97 to 07/04/98

As an TSR entry-level trainee, and while been mentored,

I treat callers with courtesy and respect, always tailoring my
responses to their level of understanding, demonstrating my
abilities to transmit information to a diverse number of callers. In
addition I utilize effective interviewing techniques in order to
control the flow of information so the caller and I can stick to the
point without unnecessary delays and elicit the fact that will
enable me to provide good services.
32
 Social Security Laws, regulations and procedures under
the Retirement, Survivor, Disability and Medicare Programs are
explained and interpreted. I also establish claims leads for
application for each of the programs. While accomplishing this
task I advise of documents, evidence and necessary information
to develop the application. In addition, I provide time frames of
applications as well as the Field Office that going to process the
claim. Fact Sheets, booklets and literature available is sent to the
public so they can have a better understanding of the procedures,
which the Agency uses. This allows claimants and beneficiaries
pursue their applications more efficiently.

On a daily basis I provide status of applications and post

entitlement actions. I take appropriate action to process inputs
and send administrative massages to the appropriate Field Office
or corresponding Payment Center using the Modernized
Development Worksheet. For example, if the application is at a
level of appeal, I follow the established guidelines and I provide
advice of status and execute a follow up with the Hearing and
Appeals Office (OHA). All of the actions taken help the claimant
obtain better information about their rights and benefits under
the Social Security Programs.

33
 I process other actions of post entitlement, which affect
the payments of beneficiaries. Accessing and using the NS Elite
inputs and changes are made such as change of address, direct
deposit, development of representative payee and debt
management systems among others. I also provide explanations
on changes made and how it affects their benefits. Assistance and
interpretation are provided to callers when they received notices
from the Agency about their benefits or pending claims. This is
especially important for our population, which is Spanish
speaking, because the majority of the information, which the
received is in English, and they require or help on understanding
the content of the letters. Thru this type of calls I am able to
utilize my excellent bilingual skills.

Thru on-the-job Training I have been able to acquire

knowledge and develop abilities to analyze overpayments,
determine and compute any quantity paid in excess. This allows
the beneficiary to get oriented with correct information and
finalize overpayment either by recovery of debt or by waiver
using the applicable procedures, which include determination of
claimants are without fault and if so, sending the appropriate
form SSA-632BK and making the necessary notations thru the
Debt Management System. I correct earnings records by posting
the missing earnings; referring and advising all possible scramble

34
earnings to the appropriate Field Office, using the Earnings
Modernization System and MDW with the guidelines furnished by
the Agency. On a daily basis I use all available workbooks,
guides, policies and regulations to assist and perform effectively
my Job, this includes the TSC Guide, POMS/MSOM, memos
among others.

When special payments to claimants are applicable I

determine if Critical Payment System could be used and referral
is made to the appropriate official for completion. Using the
establish Agency guidelines the case is evaluate and the best
course of action is taken. If the caller needs more assistance,
they could be referred to other government agency or private
organization in order to receive the help the caller may need
according to its situation.

I protect the Social Security Program against incorrect

payment and I also take prompt action to referred potential fraud
or abuse of any program to the Office of Inspector General. I
cooperate with the training cadres of the office and actively
participated on the training sessions. The knowledge gained and
the abilities developed in the training are applied to effectively
perform my duties.

35
 Dates Of Employment In This Position Exact Title Of Your
(Specify The Dates At Each Grade Level) Position
Grade From (Mo., Day, To (Mo., Day, Administrative Assistant
Yr.) Yr.)
01/07/1997 04/15/1997 Average Hours Per Week 40 Hrs
Civil Employer (Name And Number And Kind Of Name And Telephone
Service Address) Employees You Of Immediate
Series Supervised Supervisor
López, O’Neil & Co. Roberto L. López
CPA Firm One messenger and O’Neill
PO Box 21051 client Liaison Chairman and Co.
San Juan, PR 00928-1051 President
(787) 764-0902
Detailed Description of Duties: (Do not attach Position Description)

In a highly professional office environment I performed a

variety of tasks both in the administrative and in dealing with the
firm’s clientele either by telephone or in person.

In the administrative phase, I was responsible for the

preparation of the office payroll according to the firms established
guidelines. I prepared the official checks of the firms; pay the
office bills to different services, suppliers and utilities. Also, I
collected payments from clients, prepared the receipts of
payment and file accordingly.

36
 For the completion of these tasks I used the Company’s
Personal Computers IBM with the available software, at the time,
WordPerfect 6.0 for DOS and Windows, typing memoranda,
letters and reports in final form from handwritten notes. I
occasionally used specialized accounting software called ACCPA
and QuickBooks.

I made the collection calls from the firm’s clients. I had

to use a very courteous and polite approach to deal with these
clients since some became annoyed to the fact they were due on
their account. I would explain that according to our files payment
had not been received. I compared client’s allegations with our
records, made any correction if necessary and tried to reach a
friendly agreement to settle the debt in order to bring the account
up to date. I would make the follow up calls and inform and
advise clients of all alternatives available for collection according
to the amount of the debt.

I would coordinate personal conferences between clients

and the Company president. When appropriate and necessary, I
would assign work in terms of priority and objectives of the day
for the messenger to deliver mail, envoys and a variety of tasks
outside the office. At the end of the day, I would confirm if tasks
had been completed.

37
 Dates Of Employment In This Position Exact Title Of Your
(Specify The Dates At Each Grade Level) Position
Grade From (Mo., Day, To (Mo., Day, Office Clerk
Yr.) Yr.)
01/10/87 09/10/94 Average Hours Per Week 40 Hrs
Civil Employer (Name And Number And Kind Of Name And Telephone
Service Address) Employees You Of Immediate
Series Supervised Supervisor
Scotiabank of Puerto Ramona Rivera
Rico 0 (787) 758-8989
273 Ave Ponce de León
San Juan PR 00918
Detailed Description Of Duties: (Do not attach Position Description)

From 01/07/1987 to 1989

I began working at the Personnel Office of the Scotia bank

handling the Medical Plan reimbursement claims from employees
and retirees of the institution. I would verify the claims submitted
by the employees by reviewing accurate and completeness of
forms, submit them to the carrier for appropriate action. I applied
my knowledge of the institution and carriers regulations to check

38
for compliance and accuracy of the forms. If the claimant did not
agree with the carrier’s decision, I would identify the exact
discrepancy [if any] between employee and the decision taken by
the carrier and develop the claim to resolve the situation. I would
re-contact claimant to provide him/her with an explanation of the
action taken. In this trait, I would deal with many aged

persons and mostly retirees from the company, that required a

thorough explanation, step by step, of how to complete the
claims form, what documentation to furnish [if any] and where
and when to deliver it. Subsequently, I would receive these forms
and I reviewed them for completeness examining the content of a
variety of materials to identify and associate with the guideline
and policy of processing the claim; if necessary, I would request
any additional evidence from the claimant to make sure the
request for reimbursement would not be returned by the carrier.
Within the established timeframes, I verified if payment had been
received, and if not, make follow ups and always keeping the
claimant informed of the development and actions taken for his
reimbursement claim. This avoided any misunderstanding as to
why payment had not been done yet, and would keep a good
attitude of confidence and cooperation with claimants to pursue
correct payment of the case.

39
From 1989 to 1990
I was also assigned to work with the Student Loan
Division I had oral and written guidelines and specific instructions
to advise and help loan applicants which I used while conducting
personal interviews explaining the requirements for the loan,
detailed how the form was to be completed and gave them a list
of the required documents and evidence to furnish with the
application.

From 1990 to September 10, 1994

As an Output Clerk I analyzed loan records, I figured the
pending loan balances. When I was requested to do so, I received
payments from the customer. I also answered phone inquiries
about pending balances by the clients, status and general
information regarding the loans. When a problem would arise at
the margin of the set procedures I would refer the situation to the
appropriate bank official or Supervisor.

40
In all bank’s financial departments that I worked, I required to
follow the established guidelines either dealing with the public or
the specific instruction regarding the financial or administrative
situation of the client. Written manuals were available and I
consulted them in order to resolve the case at hand.

These guidelines included to follow governmental

regulations deeply involved with standard procedures of financial
institutions. For example, Federal Deposit Insurance Corporation
(FDIC) regulations did not allow me to receive any payment in
excess of $5,000.00 cash without filing special Internal Revenue
Service (IRS) forms; this regulation sought to deter money
laundering. Each time I was assigned to a Service Counter where
I would receive cash payments I had to be aware of customers
complying with said regulation since if not, very high penalties
could be imposed to the bank.

II. Details and Development Assignments

41
List all details or developmental assignments you have participated in for 30
calendar days or longer which are relevant to the position being filled.
Specify beginning and ending dates and give a brief description of the duties
performed. If more space is needed, provide information in same format on
blank sheet or use Continuation Form-45A

42
 Date Ended Duties While On Detail
09/2009 (MM/DD/YY

03/2008
At present On daily basic I identified , prepare and teach all kind of training include
mandatory for TSR’s

12/03/2009 I was training teacher to new hiring TSR. I prepare assigned lessons as
10/2005 Computation, Annual Earning Test, Disability, Communication Skill and
other. I provided refresher to trainer and other TSR.

10/2007 I was nominee as Parliamentarians Officer of the New York Region Advisory
council for employee with Disability (NYRACED). As member of NYRACED
I coordinated and organized workshop about sensibility with disability people
07/21/2007
for celebrated National Awareness month for handicap people. I get as recourse
able personnel from Procurator government office of Puerto Rico.

08/11/2007 I assisted the Agency with their goal and reducing backlogged workloads in
ODAR by providing assistance to certain ODAR office on Saturday overtime.
The workload chosen consist of associating paper mail with folders printing
05/2007
application and queries, folder assembly; photocopying, and preparing folder
for ALJS streamlined pulling and other similar work.

05/2007 I coordinated and organized the activity “Bring Children at Work”. I contribute
11/6/2002 with the agency with their mission to improved good relationship in work
place.
.
12/2002 I coordinated and prepared all social activities celebrated in our office to
improved good relationship in my work place. For example, Father’s Day
12/02 Celebration, Social Security Proclaim week, happy birthday celebrations,
Christmas among other.

Nov/02 `12/02 I conducted a Chip Training refresher to two co-workers for provide more
understanding to manage the CHIP and developed knowledge and efficiency to
manageable this system. I maxims my capability to offer one high quality
service.
10/16/2002 12/31
I participated as menthol programs to guide new trainer. I teach good skills
and techniques to offer the best service to our customer.

10/19/2002 I prepared and organized Medicare training to new TSR. I explained and
oriented about procedures, policies and law about Social Security and
Medicare.
04/2001

I participated as coordinated canvasser in Saving Bonds Campaign. My duties

05/31/01 and responsibilities was coordinate, organize, presented, instructed and
recommended to my co-worker to get Savings Bonds as savings alternatives.
12/98

43
 III. TRAINING AND SELF-DEVELOPMENT RELEVANT TO POSITION VACANCY

Training and self-development activities may include but are not limited to OPM training courses,
SSA
Training courses , Adult Education courses, training received in private industry, courses at Trade
or
Vocational Schools, Armed Forces training, and Business College courses, as well as formal
education.

Highh Year Total Credits Received Credit Earned Per

School YE Complete Course
Graduate? S 1981-1986
I get a Yoga
I.Y.T.A yes 3 Certification of Teacher complete Qt
Yoga Professor with Certification, It Hr
Thesis like master. certification
qualify me for
teaching and get
guidance’s to yoga
philosophy to
students and
practitioner. I
teach t o manage
and keep the
control in difficult
situation with any
situation.

Yes 146 Establish 5 yrs

University of B.A. Public effective
Puerto Rico, Communicatio communication
Rio Piedras n with the
from UPR San diversity culture
Campus, San and ethnic,
Juan PR Juan – Dept of individual and
Art of Publics the public as
Communicatio social entity.
n I development
skill to handled
difficult situation
as co-worker
conflicts and
keep good
relation with
management and
employees.

44
 Sociology of
Communications
– Study of social
yes 3 groups and how
to develop
effective
communication
with them, I
learned to
develop empathy
with social
groups I serve.

Introduction to
Public Relations
– developed
skills to offer an
image of an
yes 3 entity favorable
to the public,
how to solve
situations
rapidly.

Psycholinguistics
– psychological
effect and
changes in
perception by use
of words, images
yes 3 in messages,
contrast between
message and
instrument used.

Public Relations
– strategy to
yes 6 develop an image
or to change an
established one.
Resolve any

45
 company or
agency problem
and promote the
good relation
with the
community.

Group Dynamics
yes 3 – study blend of
ideas, behavior,
relations among
groups and
understand them.

Statistical
yes 5 Analysis-
analysis of the
mathematical
methods used to
classify and
quantify facts in
a same order to
obtain a
scientific result.

yes 3
Introduction to
Speech
Communications
– how to deliver
exact and proper
message.

yes 6 Conversational
Temple University Communications
– skill of
effective
communication
in a multicultural
setting.

46
 Social
yes Communication
3
and Civil Rights
– importance of
Civil Rights &
the media.

ERPA program 5/2012 Using ERPA system/Non 3 hrs FO Yes

responder and exception Region
issues.

EEOC 2012 Collateral duty refresher 3 hour VOD yes

PCAS VOD 2012 PCAS Workload 35 min VOD Yes

Be aware PII 1:30 min VOD yes

PII Sanctions 2012

EEO Counselor EEOC Collateral Duty 32 hrs OCREO Yes

Collateral 08/2011

47
 Duties

1hr GSA Yes

GSA SmartPay Office of charge Card
Travel Card 3/2011 Manager
Training

Writing improve 1 hrs NY yes

Plain Language 5/2011

Power Point Power Point as teaching 32 hrs San

Program 2010 too Patricio yes
Training
Center

yes
AFGE Local 2608 02/2009 Financial Officer (AFGE) 80hr

yes
SSA/SJTSC 03/2008 SLC TA SJU TSC
40hr
yes
SSA/SJTSC
08/22/2007 Chip (Customer Help
Information System) 2 hr
enhancement
yes
SSA/SJTSC 05/15/07 Social Income Training
3 hr
yes
SSA/SJTSC 01/2007 Work Compensation W/C
1 hr
yes
SSA/SJTSC
2006 Annual Earnings Test
2 hrs

48
 yes
SSA/SJTSC
10/07/04 Super Bundle Training –
how use PCOM emulator 4 hrs
Software
yes
SSA/SJTSC 03/06/03
Disability Control File 2 hrs yes

SSA/SJTSC 07/23/03
Medicare Billing Process
yes
SSA/SJTSC
05/23/01
Benefits and Values of 4 hrs
Eliminating Sexual yes
Harassment
SSA/SJTSC 07/18/00
4 hrs
Internet Explorer use for
Intranet 800 Number yes
SSA/SJTSC Training NY Region (IVT-
11/9/00 on hand IWS-LAN)
2 hrs yes

SSA/SJTSC 06/19/99 Stress Management (IVT). 2 hrs

Violence in the work Place

yes
04/30/99 Master Beneficiary Record
SSA/SJTSC 4 hrs
Tags – new MBR fields
and modifications.

Customer Help Yes

12/21/98 to Information System – this
SSA/SJTSC 12/22/98 training enables the proper 16 hrs
use of CHIP software that
is proven to increase
accuracy in delivering
service and for Disclosure
and Proper Reporter levels
of Privacy Act.
S yes
08/17/98 to IWS/LAN Basic LAN
SA/SJTSC 8 hrs
08/21/98 User Training – System
enhancement that opened
up SSA to a more efficient

49
 and effective use of
operational software.

Tele-Crisis Solutions: yes

05/28/98 Verbal De-escalation and 8 hrs
SSA/SJTSC other skills for working
with difficult or distressed
callers, useful to influence
the outcome of a difficult
situation by using a
thoughtful and
professional manner.

50
 San Juan TSC 07/07/97 to Teleservice Representative Basic 320 Yes
08/29/97 Training Course – introduction to hrs
all duties performed as TSR and
the base of my current
professional development.

Sears Computer 1997 WordPerfect 6.1 for Windows – 40 hrs Yes

Center professional is training to use
leading word processor software
in the industry.
Computer 1988 20 hrs Yes
Gallery Lotus 1-2-3 – professional
training in the leading
spreadsheet software in the
business industry.

IV. PERTINENT OUTSIDE ACTIVITIES (Refer to Factors and Weights for Position
Vacancy)

Outside Activities generally fall in the category of pertinent civic, welfare, service and
organizational activity performed either with or without compensation. List all outside
activities which you have participated in, and which you believe are relevant to the position
for which you are applying, as mere membership alone will not be given credit. Please be
specific as to your actual degree of participation. Include the amount of time (weekly,
monthly, etc.) spent on these activities.

51
 Date Began Date Ended Organization Position Briefly Describe Your Amount
(mm/dd/yy) (mm/dd/yy) Held Participation Of
Time
Spent
08/2011 At present EEOC EEOC  I am Ability to Present
Collateral establish effective
working
Duty relationships with
and gain the
confidence of
managers and
supervisors at all
levels of the
agency, as well as
with employees
regardless of their
occupation, race,
sex, ethnic
heritage, or
socioeconomic
background;

AFGE Financial I keep the financial 2 years

09/08/2007 5/2009 LOCAL 2608 Officer administration of the
elected local 2608.

I.Y.T.A Teacher I get a Yoga 1 1/2 year

Asociación Teacher Certification, It
08/05/2006 12/08/07 Yoga Capitulo Student certification qualify me
PR. for teaching and get
guidance’s to yoga
philosophy to students
and practitioner.
Elementary Yoga to
10/07/00 11/04/00 PR Yoga Student
deal with Stress 20 hrs
Association
Environment

Elementary Drawing 7 hrs

Techniques for Artists
08/30/00 11/01/00 Art Museum Student
of Puerto Rico

TSR Gave face to face 20 hrs

08/14/00 08/20/00 SSA
Information information of all SSA
Information
Service programs and handled
Booth in Plaza
Attendant SSA publications
Las Americas

52
 07/01/00 09/09/00 Contemporary Student Art Appreciation 3
Art Museum months. I development
of Puerto Rico the skill to observed
University and identified the
institution. occulted message of
human thinking

Parent’s Vocal Organized Cultural

01/12/98 12/01/98 Association of entertainment and
Daskalos educational activities
School for Daskalos students
as extracurricular
activities.

01/15/95 03/15/97 Board of Secretary, As organized by proper

Directors of Treasury body of law, I prepared
the and the agenda for the
Condominium Vocal Board and General
Monte Real Assembly meetings,
either extraordinary or
routinely. I organized
and prepared Annual
Meetings for election of
Directors authorize
checks for payments of
the expenses authorized
by the Board, keep
records about resident’s
good standing by
paying their quotas.
Take inquiries of
residents concerning
day to day issues of
living in the
Condominium. I kept
track of changes in the
law that could affect
the condominium. I
coordinated the annual
assemble. I explain,

53
 oriented a suggested
about different issue to
discuss and obtained
agree to particular
situation for obtained
the better decision for
al members of Monte
Real Condominium. I
prepared the final
reports to present the
residents about final
decision.

V. AWARDS-LIST ALL JOB-RELATED AWARDS

Type Of Award, Special Month And Grade Brief Summary Of Award

Achievement, HQI Or Year Level
Other Of Award At Time
Of Award

54
 Performance Award(ROC) 8/11 GS -9 Recognition because as TA I
demonstrated resourcefulness and
initiative in performing my
assigned duties. I am self-motivated
and maintained a high level of
performance and I keep good
outstanding on personal
relationship with different level of
understanding.

Individual Cash Award 8/11 GS-9 Recognition for my compassions

interest and dedicated quality
service to our customer,
contributing to our Agency’s
mission of world class service

Individual Cash Award 7/10 GS-9 For assist to handling correctly and
with compassion a potential case of
suicide focused in saved his life . I
kept assisting TSR until help
provided to claimant.

Performance Award(ROC) 4/10 GS-9 Recognition because I

demonstrated resourcefulness and
initiative in performing my
assigned duties. I am self-motivated
and maintained a high level of
performance.

55
 Recognition because as TA I
Recognition of 06/09 GS9 demonstrated resourcefulness and
Contribution Performance initiative in performing my
Award assigned duties. I am self-motivated
and maintained a high level of
performance and I keep good
outstanding on personal
relationship with different level of
understanding.

Recognition of
Contribution Performance 04/08 GS 9 Recognition because I
Award demonstrated resourcefulness and
initiative in performing my
assigned duties. I am self-motivated
and maintained a high level of
performance.
Recognition of
Contribution Performance Recognition because I
Award 04/07 GS 8 demonstrated resourcefulness and
initiative in performing my
assigned duties. I am self-motivated
and maintained a high level of
performance.

Recognition of Recognition because I

Contribution Performance demonstrated resourcefulness and
Award 04/06 GS-8 initiative in performing my
assigned duties. I am self-motivated
and maintained a high level of
performance.

56
 Recognition of
Contribution Performance 04/05 GS 8 Recognition because I
Award demonstrated resourcefulness and
initiative in performing my
assigned duties. I am self-motivated
and maintained a high level of
performance.
Recognition of
Contribution Performance 04/04 GS 8 Recognition because I
Award demonstrated resourcefulness and
initiative in performing my
assigned duties. I am self-motivated
and maintained a high level of
performance.
Recognition of
Contribution Performance 04/03 GS 8 During this period, I demonstrated
Award resourcefulness and initiative in
performing other assigned duties. I
am self-motivated and maintained a
high level of performance.

Recognition of
Contribution Performance 07/02 GS 8 Recognition because I
Award demonstrated resourcefulness and
initiative in performing my
assigned duties.
I am self-motivated and maintained
Individual Cash Award 02/01 GS 8 a high level of performance.

Recognition for my compassions

interest and dedicated quality
service to our customer,
CASA Award 07/00 GS 7 contributing to our Agency’s
mission of world class service.

Management recognition of my
outstanding performance in my job.
CASA Award 06/99 GS 6 Performance Service Award
Service Award for knowledge and
Service during September 1998 to
may 1999.

GS 5
On The Spot Award 05/98 For handling correctly and with
compassion a potential suicide
caller whom saved his life when
Police arrived. I kept assisting him
57
VI. HIGHEST GRADE HELD

Enter Highest Grade Held In Federal Service GS 09-S-7

VII. SKILLS

Typing WPM 40 Shorthand WPM Card Punching CPM

Other:

Ability To Speak Or Write In A Language Other Than English Language

Language: Spanish
Speech Comprehension Translation
Fluent Passable Good Fair Good Fair
x x x

IX. SSA AND OPM TESTS TAKEN

SSA Test Title Score Date OPM Test Title Score Date

VIII. PANEL INTERVIEW RESULTS (For meet and deal positions)

Panel Interview Rating Date Attach Copy of

Taken? Results

I certify that the statements made by me on this form are true, complete, and correct to the
best of my knowledge and belief and are made in good faith. Falsification of any
information on this form is punishable by fine or imprisonment under U.S. CODE TITLE
18, SEC. 1001.
Signature: Myrna I Molina Date: 7//03/2012
Information Regarding Disclosure of Your Social
Security Number Under Public Law 93-579 Section 7 (b)

58
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