Maria Cecilia Dadula
Bacoor
Summary
With over 20 years of experience in diplomatic missions and the airline industry, I consistently demonstrate sound judgment and decision-making skills. Exceptional customer service to both internal and external clients has been a hallmark of my career. I maintain a high level of professionalism and integrity in the workplace, earning the trust and respect of colleagues and superiors. Proven ability to thrive in a team environment ensures seamless collaboration and effective communication for successful project outcomes.
Overview
22
22
years of professional experience
Work History
Federal Claims Representative (FSN-9, Full-Time)
Federal Benefits Unit, Social Security Administration
11.2022 - Current
- Responsible for processing and evaluating a wide variety of complex Social Security Administration (SSA) benefits application including, but not limited to, retirement, spouse child, divorced spouse, disability, surviving spouse and child, and funeral benefits for beneficiaries across 43 countries in the Asia-Pacific region
- Conducts thorough investigation by using the information gathered during the claims interview, and documents submitted by claimants, to determine their initial and ongoing eligibility for SSA benefits
- Demonstrated sound judgement and decision making skills in the preparation and submission of complete authoritative final adjudication packages to the (SSA) central office in Baltimore, MD for final action with recommendations to approve or deny a claim based on the information gathered, evidence submitted, and compliance with federal benefits regulations and policies
- Ensures that all information are complete and accurately recorded in SSA systems
- Maintains an in-depth understanding of federal benefits regulations, policies and procedures to ensure that all legal requirements and guidelines are met
- Refers to the relevant regulation and policies, in particular, in handling complex cases that may involve special circumstances
- Works closely with clients, including Veterans, other federal agencies, and legal representatives to clarify or request additional information for claims processing
- Explains decisions to claimants clearly and effectively, tailoring the communication to the audience and the complexity of the information
- Assisted clients in resolving benefit issues, including but not limited to, missing payments, overpayments, underpayments, change of address and bank information
- Conducts an average of fifteen (15) telephone or in-person interviews in a week to gather information and process benefit claims applications
- Answered the telephone inquiry line and provided either general information to the public, counselled clients about their benefits eligibility, and resolved any benefits issues that a client may have
- Prepares clear written correspondence, including emails, letters, and claim determination reports, to communicate decisions with internal and external clients
- Managed and responded to hundreds of email inquiries from clients on a daily basis
- Responds to various requests related to claims from different SSA offices in the U.S., and other Federal Benefits Unit (FBU) posts around the world, and ensures accurate and timely information are provided
- Uses different SSA departmental systems, applications and databases for data entry, claim processing, and document recording
- Navigated different SSA systems to support decision making and also answer inquiries from clients through telephone, in-person or email
Travel Assistant (FSN-7, Full-Time)
United States Agency for International Development (USAID)
08.2020 - 11.2022
- Provided timely customer service for a full range of travel services for USAID Philippines and its client USAID Missions in the Pacific Islands, Mongolia, Japan and Australia
- Prepared Travel Authorization (TAs) for all official travels of USAID mission employees including entitlement TAs for American employees and their eligible family dependents
- Assisted the Travel Team Leader in doing research for the applicable United States Government (USG) regulations to answer travel related questions from Mission staff
- Interprets regulations and policies while solving majority of travel problems independently
- Ensured that all Travel Authorization (TAs) are approved in accordance with the relevant USG travel regulations and policies
- Coordinated and maintained good rapport with Mission staff, State Travel Management Center (TMC) and with external contacts
- Reviewed the USAID credit card statement with invoices prior to submission for approval to the Voucher Team
- Assisted the Travel Team Lead in conducting travel related training and briefing to Mission employees
- Provides input to Mission Policies and Mission Orders related to travel
Visa Assistant (FSN-7, Full-Time)
Consular Immigrant Visa Unit
09.2017 - 08.2020
- Processed and evaluated large numbers of Immigrant Visa cases in all classifications, including the most complex
- This includes traditional paper based cases and two types of electronic cases (electronic document cases and MIV fully electronic cases)
- Reviewed documents in support of applications, ensures files are complete, documents are in correct order and orientation, and scans documentation into correctly labelled electronic files
- Provided administrative support to include research and monitoring of revocation cases of paper-based files and electronic document cases being returned to the U.S
- Citizenship and Immigration Services (USCIS) for revocation
- Ensured data quality checks are complete prior to visa printing
- Printed all approved visas, performed second quality assurance review of all issued visas, checked completeness of final documents, verified application fee payments, prepared visa packets for release to the authorized visa courier for delivery
- Interfaced with applicants and third-party service providers for special handling of expiring visas and special interest cases
- Drafted revocation memos for officer review, referencing appropriate regulations and accurate case details
Visa Processing Officer (Full-Time)
Department of Immigration and Border Protection
03.2008 - 08.2017
- Applied and maintained knowledge of Australian legislation and policy in visa decision making
- Managed, assessed, and adjudicated visa and citizenship applications, including complex cases for the Visitor, Family and Students Unit
- Wrote refusal letters, health waiver submissions, and other correspondence for clients and senior Australian staff
- Initiated security checks and refer cases for integrity fraud checking
- Responded to client inquiries made at the counter
- Interviewed clients and made requests for more information via face-to-face contact, email, or phone
- Provided advice to other visa officers with moderately complex and/or escalate inquiries
- Provided on-the-job training and mentoring to colleagues as required
Passenger Service Agent (Full-Time)
MIASCOR Ground Handling Corporation
06.2003 - 03.2008
- Performed general office duties such as handling telephone inquiries, greeting visitors, photocopying, sorting, and distributing company mails
- Prepared preflight and post flight reports
- Provided support and liaise with the technical and cabin crew
- Assisted passengers with reservations and ticketing inquiries
- Applied Electronic Travel Authority for eligible countries travelling to Australia
- Rendered multi-function roles in flight operations as check-in agent and passenger reception services for international carriers such as Qantas Airways, Qatar Airways, Continental Airlines, Malaysia Airlines and Air Calin
- Ensured the acceptability of passenger for travel in accordance with the regulations of each airline and that the passenger has valid travel documents to the country of destination
Education
Bachelor of Science - Hotel and Restaurant Management
De La Salle University
Dasmarinas03.2002
Skills
- Microsoft office
- Insurance claims review
- Claims investigation
- Time management
Trainingsandawards
- PC548 Consular Management Tools and Techniques, Bureau of Consular Affairs, Seoul, South Korea, 10/01/19
- RP276 Customer Service, Foreign Service Institute, Manila, Philippines, 08/01/19
- Eagle Award, U.S. Agency for International Development, Manila, Philippines, 12/01/22
- Locally Employed Staff of the Month, U.S. Embassy, Manila, Philippines, 05/01/20
- Fraud Buster Award, U.S. Embassy, Manila, Philippines, 03/01/20
- Customer Service Award, U.S. Embassy, Manila, Philippines, 02/01/20
- Leadership Award, Bureau of Consular Affairs, 09/01/19
- Mission Honor Award, U.S. Embassy, Manila, Philippines, 05/01/19
- Customer Service Award, U.S. Embassy, Manila, Philippines, 03/01/19
- Management Award, Bureau of Consular Affairs, 12/01/18
- Customer Service Award, U.S. Embassy, Manila, Philippines, 11/01/17
Timeline
Federal Claims Representative (FSN-9, Full-Time)
Federal Benefits Unit, Social Security Administration
11.2022 - Current
Travel Assistant (FSN-7, Full-Time)
United States Agency for International Development (USAID)
08.2020 - 11.2022
Visa Assistant (FSN-7, Full-Time)
Consular Immigrant Visa Unit
09.2017 - 08.2020
Visa Processing Officer (Full-Time)
Department of Immigration and Border Protection
03.2008 - 08.2017
Passenger Service Agent (Full-Time)
MIASCOR Ground Handling Corporation
06.2003 - 03.2008
Bachelor of Science - Hotel and Restaurant Management
De La Salle University
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