Audria Gale
Denver,CO
Summary
Highly-motivated subject matter expert with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Business-minded professional tackling any job task with gusto and precision. Demonstrates positive attitude and readiness to adapt to different situations.
Overview
18
18
years of professional experience
Work History
UI Claims Operations Manager
Equifax
Denver, CO
01.2022 - 02.2024
- Managed a team of 6-12 employees who specialize in Unemployment claims, appellate hearings, and charges
- This role provided the opportunity to use nearly 18 years’ of industry experience to lead my team to the highest; production numbers, client retentions, favorable rulings, and charge reduction rates
- Researched discrepancies in claims data and worked collaboratively with other departments to resolve them quickly.
- As the most experienced Operations Manager, I coordinated with the training department to create new SOPs and guidelines for processing claims and handling appellate casework, the education of new hires, and the ongoing education of current employees.
- Facilitated training sessions for new hires on the company's claims processing system.
- Developed case management plans for high-risk cases, ensuring timely resolution of disputes or complaints.
- Audited claims processes for accuracy and compliance with regulations.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Structured HR consulting services to support clients during organizational developments and changes.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Conducted performance reviews to evaluate individual and team performance.
- Delegated work to staff, setting priorities and goals.
UI Appellate Hearing Consultant
Equifax
Thornton, CO
11.2021 - 01.2022
- Consulting Client Human resources through the Unemployment hearings process
- Coordinating with employers and state agencies, handling sensitive documentation, and providing guidance to the employer clients through the decision making process.
- Identified needs of customers promptly and efficiently.
- Mentored associate consultants to encourage enthusiasm toward tasks and responsibilities.
Lead UI Specialist
Equifax
Lakewood, CO
03.2020 - 10.2021
- In order to support the employer during the Covid-19 Pandemic, the employer requested all higher-level employees’ step into prior roles to assist with the number of unemployment filings nationwide
- Worked one on one with our Client Human Resource departments through the process of unemployment
- Coordinating evidence and background of separated employees, and guiding Human Resources through the administration of unemployment policies and procedures
- Provided expert level education on the importance of policy administration and best practices through examination of employee files, as a means to aid the employer is successful unemployment claims.
- Coordinated and managed various programs or projects to achieve established objectives.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Defined team directions and provided guidance to members.
- Coordinated with other departments to ensure efficient workflow processes.
- Managed and resolved incidents according to service agreements.
- Participated in ongoing training and compliance activities.
- Exercised versatility in fast-paced, agile work environments.
UI Appellate Hearing Representative
Equifax
Lakewood, CO
01.2017 - 03.2020
- Represent clients during unemployment hearings
- Utilizing extensive knowledge of unemployment regulations and hearing procedures
- Full preparation for hearings, including document preparation, and submission to appeals offices
- Representation of clients during unemployment hearings via phone.
- Examined documents submitted by claimants or representatives as part of evidentiary submissions.
- Maintained accurate record of all proceedings during the hearing.
- Researched and analyzed laws and statutes to assist in making just decisions.
- Prepared pre-hearing documents and exhibits for use in the hearing.
- Maintained updated knowledge through continuing education and advanced training.
Senior UI Specialist and Training Manager
Equifax
Lakewood, CO
08.2013 - 01.2017
- Provided consultation on unemployment claims and the claims process with over hundreds of U.S based clients.
- Managed and resolved incidents according to service agreements.
- Trained New Hire employees in the practices of unemployment claims processing, and consulting processes
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Coordinated with other departments to ensure efficient workflow processes.
- Performed interviews of new hire candidates.
- Evaluated needs of departments and delegated tasks to optimize overall production.
HR Recruiter
Mile High Energy Solutions
Denver, CO
05.2013 - 07.2013
- Recruiting for the Oil/Gas and Transportation Industry
- Utilized previous unemployment and consulting of Human Resources experience to accurately interview and place qualified candidates in a suitable role
- Used a consultative approach to placement of applicants with clients, through full cycle recruiting and new hire onboarding
- Worked with applicants from around the country, in a diverse field of expertise, consults with clients on job orders and aided them in advertising to fill open positions
- Specialized in the recruitment in the transportation sector, recruiting for contracts with distributors in the Denver and surrounding area
- Knowledge of the transportation industry and CDL driver requirements.
Unemployment Insurance State Consultant
Equifax
Westminster, CO
01.2012 - 04.2013
- Worked directly with state representatives by providing evidence submitted by clients
- Provided state deputies, investigators and judges with evidence, statements and testimony of facts submitted by myself and clients, enabling them to render UI decisions and award or not award benefits based on information investigated and provided
- Submitted written protests from interviews with client and provided further information or documentation within 48 hours to provide response or indicate no further information available
- Filed appeals upon employer instruction providing written letter supporting additional documentation and request for hearing with judge.
Unemployment Hearings Consultant
Equifax
Westminster, CO
10.2010 - 01.2012
- Promoted to work directly with state deputies, investigators, and judges based on communication strengths and knowledge of State laws
- Coached employer witnesses for unemployment hearings, reviewing evidence, hearing procedures and States’ criterion and expectations of documents and information.
Unemployment Insurance Consultant
Equifax
Westminster, CO
06.2006 - 10.2010
- Provided consultation of unemployment claims, processing and production protest letters on behalf of clients
- Provided phone consultation of unemployment claims with multi-national corporations.
- Evaluated existing policies and procedures associated with the provision of unemployment insurance benefits.
- Maintained detailed records regarding all activities related to the processing of unemployment insurance applications and appeals.
- Researched eligibility requirements for unemployment insurance benefits in order to provide accurate advice.
Education
Farrier Science, Equine Biology, Blacksmithing -
Colorado School of Trades
Skills
- Leadership
- Operations Management
- Conflict resolution
- Client Retention
- Hiring
- Multi-Tasking
- Communication Skills
- General Office skills
- Email Savvy
- Strong Analytical Skills
- Mentoring
- Coaching
- Deadline Oriented
- Ambitious
- Approachable
- Team Building
- Security Sensitive
- Quality Assurance Standards
- Process Improvement Strategies
- Staff Training and Development
- Team Leadership Abilities
- Department Oversight
- Schedule Management
- Employee Development
- Performance Improvement
- Customer Service Management
- Administrative Management
- Customer Retention
- Goal Setting
- Recruitment
- Employee Reviews
- Policy Development and Enforcement
- Cross-Functional Team Management
- Training Management
Timeline
UI Claims Operations Manager
Equifax
01.2022 - 02.2024
UI Appellate Hearing Consultant
Equifax
11.2021 - 01.2022
Lead UI Specialist
Equifax
03.2020 - 10.2021
UI Appellate Hearing Representative
Equifax
01.2017 - 03.2020
Senior UI Specialist and Training Manager
Equifax
08.2013 - 01.2017
HR Recruiter
Mile High Energy Solutions
05.2013 - 07.2013
Unemployment Insurance State Consultant
Equifax
01.2012 - 04.2013
Unemployment Hearings Consultant
Equifax
10.2010 - 01.2012
Unemployment Insurance Consultant
Equifax
06.2006 - 10.2010
Farrier Science, Equine Biology, Blacksmithing -
Colorado School of Trades