Stephanie Martinez
New York City Metropolitan Area
Summary
Results-oriented leader with over 5 years of experience in unemployment insurance operations, claims management, and team development. Demonstrated expertise in optimizing processes, ensuring compliance, managing vendor relations, and fostering cross-functional collaboration. Adept at building and leading high-performing teams, resolving escalations, and driving operational efficiency.
Overview
5
5
years of professional experience
Work History
Manager, Unemployment Insurance Operations
Justworks
12.2023 - Current
- Manage a team of 8 associates, overseeing day-to-day operations, resolving escalated issues, and driving performance excellence
- Oversee workflows for wage garnishments, state verification documents, and unemployment insurance claims, ensuring compliance, accuracy, and timely execution
- Conduct regular team meetings, generate weekly performance metrics, and provide ongoing coaching and performance reviews
- Develop team accountability, initiative, and efficiency to meet organizational goals
Senior Claims Associate
Justworks
09.2019 - 11.2023
- Collaborated with internal teams (PTU, People Operations, and Customer Service) to maintain claim integrity and timeliness with state agencies
- Managed vendor relationships, ensuring SLA adherence and immediate resolution of issues via Gmail and Zoom
- Trained 10 team members on the end-to-end unemployment claims process, PEO reporting requirements, and internal CRM systems
- Acted as a proxy for the Director of Unemployment Claims, managing escalations from multiple stakeholders
Education
Bachelor of Arts - Communication Studies (Public Relations Track)
University of North Carolina At Charlotte
12.2018
Skills
- CRM Systems
- Vendor Relations
- SLA Management
- Workflow Optimization
- Coaching
- Team Leadership
- Stakeholder Collaboration
- Unemployment Benefits
- Compliance
Timeline
Manager, Unemployment Insurance Operations
Justworks
12.2023 - Current
Senior Claims Associate
Justworks
09.2019 - 11.2023
Bachelor of Arts - Communication Studies (Public Relations Track)
University of North Carolina At Charlotte
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