JACQUELINE FORD
Duluth,GA
Summary
Product Support Specialist with expertise in analytical problem solving and effective communication solutions. Proven track record as Unemployment Insurance Consultant, administering programs with a strong understanding of state and federal regulations. Demonstrated ability to streamline processes, enhancing efficiency and client satisfaction. Recognized for providing critical advice on complex issues.
Overview
16
16
years of professional experience
Work History
Product Support Specialist
ADP Totalsource
Alpharetta, Georgia
07.2014 - Current
- Conducted thorough monthly audits of UI claims, ensuring accurate determinations and hearings.
- Analyzed audit data to identify trends and recommend process improvements.
- Developed comprehensive UI training curriculum utilizing multiple databases.
- Served as point of contact for escalations, maintaining effective communication channels.
- Reviewed cases meticulously, supporting appeal recommendations with detailed analysis.
- Attended necessary UI hearings, providing testimony to support protest.
- Collaborated with internal partners to resolve client escalations efficiently.
- Acted as liaison for vendor relationships, fostering strong partnerships.
Unemployment Program Representative
Illinois Department of Employment Security
Chicago, Illinois
07.2009 - 01.2013
- Streamlined filing process for new unemployment claims to enhance claimant experience.
- Clarified benefit rights and monetary determinations to improve comprehension.
- Delivered exceptional customer service, effectively addressing inquiries.
- Utilized proactive problem-solving techniques to resolve claimant payment issues.
- Managed adjudication scheduling to maximize operational efficiency.
- Evaluated adjudication matters, focusing on misconduct separations, wage audits, and employer charges.
Education
MLS Employment Law
Washington University in St Louis
St. Louis, MOSkills
- Communication proficiency
- Analytical problem solving
- Decisive decision making
- Team collaboration
- Investigation skills
- Research abilities
- Critical analysis
- Conflict management
- Detail orientation
- Active Listener
Timeline
Product Support Specialist
ADP Totalsource
07.2014 - Current
Unemployment Program Representative
Illinois Department of Employment Security
07.2009 - 01.2013
MLS Employment Law
Washington University in St Louis
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