Christy Sasiela

• Exercise judgment in analyzing, computing and implementing Unemployment Insurance claims.
• Review and implement Appeal Tribunal and other court decisions.
• Determine claimant eligibility, prepare and issue determinations, and determine adjustments to benefit entitlements and employer account charging.
• Calculate claimant overpayment/underpayment and determine appropriate employer charging.
• Managed over 80 claims per week throughout multiple stages of claims process.

• Managed accounts and client records of clients, observing confidentiality and extreme discretion.
• Assisted attorneys in collecting information such as employment, medical and other records.
• Entered new cases into company database.
• Screened telephone calls and forwarded to appropriate departments.
• Worked fully remotely for 11 months.
• Trained new legal assistants in policies and procedures.
• Contributed to training documents on file opening, medical records requests, and office tasks.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Demonstrated high attention to detail, organization, and ability to manage multiple tasks simultaneously.
• Resolved over 65 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to appropriate department.

• Answered client calls and responded to inquiries, using open-ended questioning skills to attain applicable information.
• Strictly adhered to privacy laws to avert potential information breaches and protect client data.
• Drafted correspondence and documentation and shared materials to appropriate parties.
• Prepared legal briefs, motions and pleadings.
• Managed approximately 30 cases in various stages of litigation at any given time.

Team Leader of Escalation Team - 5.5 years

• Coached and assisted with training in effective escalations training and strategies to succeed in hitting KPIs.
• Created successful new procedures and shared best practices with other departments.
• Created reports on call trends to give guidance on enhancing customer experience.

Trainer – 3.5 years

• Trained multiple departments in best practices according to corporate defined goals.
• Trained escalation teams and supervisors on de-escalation techniques.
• Reported on KPIs on new hire classes after their first weeks to ensure training materials were effective.

Senior Escalation Team Representative – 3 months

• Repeatedly recognized for top performance and selection for high priority initiatives due to aptitude for teamwork.

Workforce Management Specialist – 1 year

• Managed all call center departments occupancy and advised leadership when goals were not being met.
• Determined when extra labor was needed or when labor could be cut to save costs due to daily changes in call volume.

Customer Service Representative – 1 year

• Consistently enhanced customer experience through exceptional service and hitting all KPIs.