Danette Shepherd
Roseville
Summary
Dynamic Unemployment Claims Specialist with a proven track record at Unemployment, enhancing customer satisfaction and streamlining claims processes. Expert in unemployment law and policy interpretation, coupled with exceptional problem-solving abilities. Achieved a significant improvement in claim resolution efficiency, demonstrating strong analytical thinking and interpersonal skills.
Experienced with managing unemployment claims and navigating complex case resolutions. Utilizes effective communication and problem-solving skills to ensure compliance and customer satisfaction. Track record of delivering quality service and collaborating with team members to achieve results.
Overview
23
23
years of professional experience
Work History
Unemployment Claims Specialist
Unemployment
05.2002 - 12.2024
- Assisted claimants in navigating the unemployment benefits system, addressing concerns, and answering inquiries promptly.
- Enhanced customer satisfaction by resolving complex claim issues in a timely and professional manner.
- Maintained up-to-date knowledge of federal and state regulations governing unemployment insurance programs, ensuring compliance at all times.
- Collaborated with other departments to develop streamlined processes for sharing information related to unemployment claims.
- Maintained strict confidentiality when dealing with sensitive claimant information, adhering to all privacy regulations and guidelines.
- Conducted regular audits of processed claims to identify errors or inconsistencies that may require corrective action or further investigation.
- Handled escalated claimant issues professionally, working towards satisfactory resolutions without compromising company policies or procedures.
- Reviewed appeal requests from denied claimants, making determinations based on legal guidelines and individual case factors.
- Streamlined the unemployment claims process by implementing efficient case management strategies.
- Provided exceptional customer service to both internal and external stakeholders while managing a high volume of incoming calls and emails daily.
- Expedited claim approvals by effectively prioritizing workload and managing deadlines.
- Assisted clients with completion of applications and paperwork.
- Interviewed applicants and explained scope of different available benefits.
- Communicated with people from various cultures and backgrounds on application process.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
Education
MBA - Business Management
Wayne County Community College
Detroit, MI05-1993
Skills
- Claims processing
- Policy interpretation
- Unemployment law expertise
- Confidentiality
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Effective communication skills
- Multitasking
- Reliability
- Critical thinking
- Flexibility
- Active listening
- Decision-making
- Documentation and paperwork
- Interpersonal skills
- Analytical thinking
- Conflict resolution
- Risk assessment
Timeline
Unemployment Claims Specialist
Unemployment
05.2002 - 12.2024
MBA - Business Management
Wayne County Community College
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