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Skills

  • Regulatory compliance
  • Program equipment
  • Time management
  • Stress management
  • Client Education and Counseling
  • Cross-department collaboration
  • Workflow Optimization
  • Project organization
  • Operational improvement
  • Appointment scheduling

Work Experiences

  • Used computer-assisted guidance packages such as skills assessment tools, career planners, psychometric tests, and personal inventories to help clients determine their strengths and weaknesses.
  • Collaborated with engineering to streamline the verification process, reducing claims processing time by 17%.
  • Collaborated with the IT team to implement a new self-service portal, increasing online submissions by 77% in 2018.
  • Analyzed state and local unemployment trends.
  • Collaborated with legal departments.
  • Assisted claimants in navigating the unemployment system, reducing miscommunication and late filings by 27% through clear guidance.
  • Achieved a $2 reduction in false claims.
  • Chose qualified applicants to refer to potential employers for job placement.
  • Decreased overall correction requests by 16%.
  • Addressed legislation updates.

Summaries

  • Approved payments for eligible unemployment claimants.
  • Achieved a resolution rate of 62%.
  • Costs were consistently reduced while profits were increased.
  • Communicates legislative updates to over 6 claimants.
  • Accomplished Unemployment Claims Specialist.
  • Committed to fraud prevention, having contributed to an initiative that saved $7 in fraudulent claims over a period of 18 months.
  • Closed 32% of contested unemployment claims.
  • Achieved a 65% increase in customer satisfaction.
  • Boosted efficiency of the claims processing department.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Developed a scalable training program for onboarding new claims specialists, reducing their ramp-up time by 18 months.
  • Trained new hires on proper unemployment benefit protocols, improving team processing times by 23% within several months.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Leveraged attention to detail in reviewing claimant files, leading to a 38% increase in error-free unemployment claims processing.
  • Handled complex claimant disputes with professionalism, resolving 50% of conflicts without further escalation.
  • Spearheaded the creation of a system that simplified claimant communication, reducing confusion and increasing correct filings by 76%.
  • Managed approximately 11 claimant inquiries per day, ensuring all were handled within a two years service-level agreement.
  • Investigated and resolved 7 unemployment fraud cases annually, protecting the company from over $2 in false claims.
  • Collaborated with team of 4 in the development of initiative.
  • Streamlined communication between compliance and employer representatives, resulting in a 54% improvement in wage verification accuracy.

Affiliations

  • National Association of Unemployment Advocates (NAUA) — Continuing Education Involvement
  • National Employment Law Project (NELP) Affiliation
  • Membership in the National Association of Welfare Research and Statistics (NAWRS)
  • Society of Human Resource Management
  • International Association of Employee Rights and Responsibilities (IAERR)
  • Member of Electronic Claim Filing System (ECFS) Upgrade Task Force
  • Leadership Forum Participation at the International Claim Association (ICA)
  • Project Management Institute
  • National Association of Social Workers
  • Jaycees

Certifications

  • CompTIA A+ Technician
  • Salesforce
  • Certified Government Auditing Professional (CGAP) - Beacon Labs
  • Certified Professional in Disability Management (CPDM)
  • CompTIA Security+
  • Certified Public Manager (CPM) - Colorado
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Benefits Program Specialist Certification - Vantage
  • Employment Law for Human Resources Professionals - Ironclad Systems
  • Project Management Professional (PMP) - Northwind

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