Jessica Vasquez
Kyle,Tx
Summary
Detail-oriented professional with exceptional communication skills, seeking a role that fosters positive customer interactions.
Overview
17
17
years of professional experience
Work History
Program Specialist IV – Team Lead
Texas Workforce Commission
12.2019 - Current
- Backup to Program Manager
- Implement new procedures through training new and current employees for adherence to approved standard operating procedures.
- Review quality exceptions with staff
- Answer incoming calls and answer questions from claimants, employers, inter office staff and other states as related Unemployment Insurance Special Programs
- Process special programs claims including but not limited to Chargeback, Combined Wage Claims and Mass Claims.
- Audit outgoing quarterly bills for accuracy
- Clear errors and pay incoming quarterly bills received from other states
- Pre-scan documents for accuracy prior to uploading into DMS.
- Assign work to staff members
- Respond to employer inquiries via telephone, email and USPS
- Resolve escalated issues assigned by executive staff
- Collect, organize, analyze and/or prepare materials in response to requests for program information and reports.
- Assist manager in developing and maintaining training material and standard operating procedures for Special Programs.
- Other duties as assigned by manager.
Program Specialist III
Texas Workforce Commission
09.2018 - 12.2019
- Answer incoming calls and answer questions from claimants, employers, inter office staff and other states as related Unemployment Insurance Special Programs
- Process special programs claims including but not limited to Chargeback, Combined Wage Claims and Mass Claims.
- Audit outgoing quarterly bills for accuracy
- Clear errors and pay incoming quarterly bills received from other states
- Pre-scan documents for accuracy prior to uploading into DMS.
- Assign work to staff members
- Respond to employer inquiries via telephone, email and USPS
- Other duties as assigned
Vocational Rehabilitation Specialist
Texas Workforce Commission
01.2018 - 09.2018
- Performs entry level to journey level human services and rehabilitation support to VR counselor.
- Performs routine caseload support services such as creating/maintaining/reviewing technical case management forms/files for accuracy utilizing the electronic case management system.
- Collects inform to complete clients intake profile.
- Maintains appropriate business relationship with providers, customers and office staff.
- Creates Purchase Orders for goods and services.
- Reviews and prepares reports for accuracy on monitored services.
- Provides casework assistance to VR counselor in certifications of eligibility, service delivery tasks and utilizes the electronic case management systems and other agency supported software programs.
- Performs initial screening of individuals applying for VRS services.
- Participates in required Vocational Rehabilitation Services training.
- Furnishes information regarding Texas Workforce Solutions Program, services and requirements to applicants, customers, families and vendors.
- Schedule appointments for customers
- Answer telephones and greets customers at front window.
- Keeps organization of case files
Quality Assurance Specialist
Texas Workforce Commission
11.2015 - 01.2018
- Identifies, pursues, and resolves Benefit Accuracy Measurements (BAM) paid and denied Unemployment Insurance claim issues according to the federal ET395 and 396 Handbooks and Texas BAM unit policies.
- Determines whether claimants have been properly paid or denied Unemployment Benefits and in the proper amounts and reviews for potential fraud.
- Interviews claimants, employers and third parties.
- Verifies claim information and prior determinations in the Benefits System.
- Verifies Base Period Wages in the Tax System.
- Investigates National Directory of New Hire cross-matches.
- Identifies cases for recoupment and restitution.
- Review and analyze claim processing, notes deficiencies and extracts data to be verified.
- Determines compliance with UI service delivery standards, program requirements and policies and procedures.
- Codes BAM paid and denied claim reviews according to federal guidelines.
- Documents case findings.
- Communicates results of quality assurance and compliance activities to appropriate staff.
- Completes BAM paid and denied claims by deadlines assigned.
Customer Service Rep III
Texas Workforce Commission
11.2012 - 11.2015
- Responded to customer inquiries with accuracy and professionalism in a timely manner.
- Processed unemployment applications within a call center environment.
- Resolved customer claim issues and facilitated payment releases.
- Determined eligibility for unemployment payments through thorough claim certifications.
- Executed additional duties as assigned by management and executive staff.
Customer Service Rep II
Texas Workforce Commission
01.2009 - 11.2012
- Responded to customer inquiries with timely and accurate information in a professional manner.
- Processed unemployment claims in English and Spanish, ensuring compliance with regulations.
- Evaluated claim certifications to determine eligibility for unemployment benefits.
- Conducted telephone interviews with applicants, entering data to create issue-specific cases.
- Explained Texas Unemployment Compensation Act and relevant laws to claimants.
- Managed challenging caller interactions, maintaining professionalism throughout.
- Assisted customers in resolving claims and payment release issues efficiently.
- Performed additional duties as directed by management.
Education
High School - undefined
Donna High School
Skills
- Works well with limited or no supervision
- Works well in a group setting or independently
- Excellent customer service skills
- Proficient data entry skills
- Experience working with the public
- Maintain accurate records (including data entry)
- Excellent organizational skills
- Great communication and interpersonal skills including written and oral
- Fluent in English and Spanish
- Follows instructions (oral and written)
- Meets established deadlines
- Detail oriented, flexible, and great time management skills
- Proficiency in Microsoft Excel, Word & Microsoft Outlook
- Maintains confidentiality
Leadership
Successfully lead a team to exceed monthly goals while continuing to strive for outstanding customer service experience.
Timeline
Program Specialist IV – Team Lead
Texas Workforce Commission
12.2019 - Current
Program Specialist III
Texas Workforce Commission
09.2018 - 12.2019
Vocational Rehabilitation Specialist
Texas Workforce Commission
01.2018 - 09.2018
Quality Assurance Specialist
Texas Workforce Commission
11.2015 - 01.2018
Customer Service Rep III
Texas Workforce Commission
11.2012 - 11.2015
Customer Service Rep II
Texas Workforce Commission
01.2009 - 11.2012
High School - undefined
Donna High School
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