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Skills

  • Digital claim submission system implementation
  • Proficiency in ServiceNow
  • Client-centric interview techniques
  • Appeals and dispute mediation
  • Effective communication of unemployment policies
  • Problem resolution
  • Database management of claimant records
  • Risk assessment and mitigation
  • Documentation and paperwork
  • Regulatory compliance

Work Experiences

  • Collaborated with state agencies.
  • Clarified processes related to unemployment claims.
  • Communicated with people from various cultures and backgrounds during the application process.
  • Adhered to regulatory guidelines.
  • Analyzed data from interviews, educational and medical records, consultations with other professionals, and diagnostic evaluations to determine clients' capabilities, needs, and eligibility for services.
  • Communicated complex unemployment policies effectively to claimants and employers, reducing confusion and clarifying processes.
  • 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.
  • Bridged gaps between unemployment benefits and workforce development programs.
  • Kept up with labor market information and professional developments by visiting training providers, professional bodies, and employers.
  • Identified job seekers who were having difficulty finding work and devised strategies to help them succeed.

Summaries

  • Supportive Eligibility Specialist with a strong commitment to customer service and extensive application engagement.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Eligibility Specialist with a background in assisting people in understanding and obtaining affordable options.
  • Costs were consistently reduced while profits were increased.
  • Achieved a 22% improvement in voluntary compliance.
  • Talented performer who has provided information, direction, and resource material for over 6 years.
  • Professional who is well-organized and has excellent communication and multitasking skills.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Award-winning team leader.
  • Achieved a 35% success rate.

Accomplishments

  • Processed 14 weekly emergency and pandemic-related unemployment benefit requests, ensuring timely provision of financial aid during crisis periods.
  • Collaborated with team of 7 in the development of metric.
  • Identified fraud indicators in 19% of cases, preventing the disbursement of over $17 in fraudulent benefits within 18 months.
  • Effectively processed benefits for a caseload of 3 claimants per week while maintaining excellent service levels under high-pressure, high-volume periods.
  • Coordinated with external state agencies to ensure the proper handling of claims across 4 states, ensuring compliance with jurisdictional policies.
  • Prevented $8 in fraudulent claims payouts by leveraging advanced fraud detection techniques and monitoring claim submission patterns.
  • Processed an average of 11 unemployment claims per week with a 78% accuracy rate, ensuring compliance with both state and federal unemployment laws.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed and delivered presentations on unemployment benefits policy updates to ensure team compliance with state mandates issued in 2016.
  • Collaborated with team leaders to update internal claims processing protocols, meeting new regulatory demands implemented in 2019.

Affiliations

  • Toastmasters
  • Certified in Workforce Development Policy through procedure
  • Affiliated with Regional Customer Service Excellence Networks
  • National Association of Legal Investigators (NALI) Member
  • State Workforce Collaboration & Claims Processing Evaluation Board
  • American Society of Safety Professionals
  • Member of the United States Ombudsman Association (USOA)
  • Association of Information Technology Professionals
  • Organizer for Training Conferences for Unemployment Claims Professionals
  • Rotary International

Certifications

  • Compliance and Legal Liability Certification from Vantage
  • Data Entry Certificate of Competency (DEC) - process
  • Apple Certified Associate (ACA)
  • Certified Administrative Professional (CAP)
  • Salesforce
  • Certified Workforce Development Professional (CWDP)
  • Social Services Designee Certification (SSDC)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Unemployment Compensation Specialist (CUCS)
  • Certified Public Manager (CPM)

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