Laura Walker, Claims Specialist at the Social Security Administration (SSA) Prescott District, has been named the 2025 Rising Star of the Year for her outstanding innovation, leadership, and commitment to improving public service delivery.

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Since joining SSA in 2020, Laura has introduced transformative initiatives such as First Contact Resolution (FCR), which significantly reduced repeat customer calls and improved satisfaction and trust. She revolutionized new hire training by developing a dynamic, mission-focused curriculum that reduced turnover and increased employee readiness.

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Laura serves as a key community liaison across Arizona, collaborating with state agencies, tribal organizations, and veteran services to streamline citizen support. Her deep expertise in Medicare, Medicaid, and low-income programs has made her an invaluable resource for both the public and her peers.

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A passionate advocate for Customer and Employee Experience (CX/EX), Laura invests her personal time into professional development and has championed the integration of the Voice of the Customer (VoC) into SSA operations. Her efforts earned her and her team the first-ever standing ovation at SSA’s SecurityStat executive meeting.

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Laura's dedication to breaking down silos, empowering colleagues, and enhancing frontline service has not only improved operational performance, it has made government services more accessible, compassionate, and citizen-focused.