Summary
Knowledgeable Customer Service Case worker with proven track record of evaluating programs and processes to ensure quality and compliance. Leveraging expertise in assessment techniques to drive continuous improvement and organizational success. Demonstrated ability to use analytical and critical thinking skills to identify areas for enhancement and implement effective solutions.
Professional evaluator with strong analytical skills and focus on delivering actionable insights. Proven ability to collaborate effectively within teams, adapting to changing requirements while ensuring high standards. Skilled in data analysis, critical thinking, and problem-solving. Known for consistently achieving results and driving impactful decisions.
Overview
23
23
years of professional experience
Work History
Program Services Evaluator III
State of Arizona
04.2011 - Current
- Perform thorough investigations into claimant cases. Interview claimants, employers and other third parties. Issue determinations of eligibility on claimant cases based on a clear understanding of Federal, State and agency statutes, rules and regulations as defined in Arizona Unemployment Laws. Assisting management with daily reports regarding pending issues. Currently working in Base period Department assisting over 60,000 unworked employer notices and correcting last employers that are filed incorrectly. coordinate and analyze data and recommend effective means of improving organization and operating procedures; prioritize work assignments; operate office equipment.
- Conducted comprehensive evaluations, ensuring compliance with state regulations and standards for program delivery.
- Mentored junior evaluators, promoting best practices in assessment methodologies and data interpretation techniques.
- Maintained a high degree of professionalism when dealing with sensitive information or challenging situations during the course of an evaluation.
- Facilitated knowledge sharing among colleagues by presenting key insights from completed evaluations at internal meetings.
- Managed multiple high-priority projects simultaneously while maintaining strict deadlines and attention to detail.
Customer Service Rep
State of Arizona
06.2010 - 03.2011
- Performing full range of client related services (assisting Unemployment Insurance claimants in establishing new claims, entering new claims data, making a determination of the type of claim to be entered, assessing eligibility, and answering claimant questions regarding existing claims).
Marketing and Sales Representative
Mobile Mini
10.2005 - 01.2009
- Selling and consulting to customers about Mobile Mini storage containers and mobile offices in an inbound and outbound capacity. Assisting management with marketing products thru internet, fax and by phone direct contact. Directly meeting with potential customers and current customers explaining new enhancements to products. Also worked in dispatch scheduling deliveries to our customers. Trained new employees on proper procedures and Mobile Mini policies. Also assisted in tracking daily jobs thru out the southwest region of the country.
Receivables Management Services Applications Specialist
Rms Corp
11.2004 - 08.2005
- Collecting debts for the Nextel Finance Corporation in an inbound and outbound capacity. Directly responsible for taking payments over the phone. Assisting management with training new employees on proper procedure and Nextel policies. Recruitment of new employees at job fairs explaining the policies and procedures of Receivables Management Services. Assisting customers with finances for accounts and payment options or arrangements when delinquent on bill.
Job Developer
State Of Arizona
06.2002 - 10.2004
- Duties included organizing client s files and improving overall job performances. Evaluating client s performances with monthly progress reports. Daily contact with client's employers regarding performance at the work site. Assisting clients with financial budgeting of their accounts. Facilitated meetings regarding client s performances. Recruitment of future clients for new state operated jobs opening also did background checks, setup interviews and conducted interviews.
Education
Communication and Marketing
Marketing
Skills
- MS Office (Word/Excel/PowerPoint/Access/Project), Streaming Media, Salesforcecom, HP OpenView, Windows (all)
- Performance assessment
- Performance monitoring
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Team collaboration
Accomplishments
- Collaborated with team of 200 in the development of Pandemic Unemployment and Disaster Related Unemployment.
Timeline
Program Services Evaluator III - State of Arizona
04.2011 - Current
Customer Service Rep - State of Arizona
06.2010 - 03.2011
Marketing and Sales Representative - Mobile Mini
10.2005 - 01.2009
Receivables Management Services Applications Specialist - Rms Corp
11.2004 - 08.2005
Job Developer - State Of Arizona
06.2002 - 10.2004
UNIVERSITY OF ARIZONA - , Marketing
UNIVERSITY OF AKRON - , Communication and Marketing
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