Hailey Mott

Provides technical assistance to diverse populations over the phone or in writing on understanding Paid Leave Oregon laws, rules, and policies.

Handles phone calls with a trauma informed and person centered approach to provide excellent customer service.

Reviews a high volume of customer information through automated entry from systems, reviews records, clarifies additional information from telephone interviews to assist customers in filing claims for Paid Leave Oregon benefits.

Simultaneously enters claim information and documentation into computerized systems for all types of claims.

Communicates professionally and appropriately with customers, partners, and colleagues. Knows and understands the cultural diversity dynamics that exist in the workplace.

Supports team by pitching in to complete special projects.

Evaluated user problems by using scripts, personal expertise, and probing questions.

Telephonically interact with unemployment claimants and their employers using a multi-phone line system.

Professionally de-escalate customer complaints and resolving issues in a timely manner.

Selected for high priority projects

Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.

Processed overpayments for claimants who have been overpaid by reviewing the claim as a whole to determine why there is an overpayment, then write and send letters to the claimants via mail.

Tracked and documented customer interactions in customer relationship management system to maintain accurate records.

Reviewed eligibility for Oregonians who were applying for the Pandemic Unemployment Assistance.

Telephonically assisted claimants with any questions they had regarding their unemployment claim.

Scheduled follow up phone calls between claimants and employment specialists.

Review documents and organize them into the correct files

Selected for high priority projects

Interpret and apply rules and laws for the department

Subject Matter Expert on projects

Assisted clients with daily living needs to maintain self-esteem and general wellness.

Assisted with feeding and monitored intake to help patients achieve nutritional objectives.

Built strong relationships with clients to deliver emotional support and companionship.

Improved client comfort by providing exceptional personal care and maintaining a clean, safe environment.

Adapted quickly to new client situations, building rapport through active listening skills and an empathetic approach towards individual needs.

Recognized and reported abnormalities or changes in patients' health status to case manager.

Ensured timely medication administration, managing accurate records of dosages and schedules for multiple clients.