Jacqueline Ford
ADP Totalsource
Roswell,GA
12
years of professional experience
Experienced HR professional known with excellent problem solving and organizational skills. Over 10 years of experience working with a PEO (Professional Employer Organization) with the proven ability to enhance the client experience through cross functional collaboration and communication. Additional expertise in developing and delivering training for improved team capabilities
Work History
Product Support Specialist
4 Years 10 Months- Served as the unemployment claims subject matter expert
- Developed and implemented UI training curriculum across 4 databases
- Performed monthly audits of unemployment claim responses, determinations and hearings
- Identified audit trends and created additional training and coaching as needed
- Interpreted state unemployment regulations
- Developed training materials and conducted sessions to educate internal partners on the unemployment process
- Collaborated with cross-functional teams to improve the client experience
- Developed training materials and conducted sessions to educate clients on product features and updates
- Equifax Workforce Solutions vendor liaison
- Updated and maintained vendor procedural guide
- Continued review and update of systems and procedures to maintain industry standards
Senior Unemployment Claims Rep
7 Years 2 Months- Requested and gathered documentation to contest unemployment claims
- Submitted written protest to appropriate state agency to contest unemployment claims
- Reviewed determinations and made appeal recommendations
- Attended UI hearings as required
- Collaborated with cross-functional teams to improve the client experience.
- Led client escalation calls
- Trained new staff on claims procedures and best practices, fostering a collaborative work environment.
- Maintained above 80% win rate
Education
Master of Legal Studies - Employment Law
Bachelor of Science - Management
Skills
Problem-solving
Cross-functional collaboration
Team collaboration
Organizational skills
Attention to detail
Time management
Effective communication
Written communication
Building relationships
Problem-solving skills
Interpersonal skills
Analytical thinking
Training development
Data analysis
Timeline
Product Support Specialist
ADP Totalsource
09.2021 - 07.2026Read More
Senior Unemployment Claims Rep
ADP Totalsource
07.2014 - 09.2021Read More
Washington University in St Louis
Master of Legal Studies from Employment Law
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National Louis University
Bachelor of Science from Management
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