Joseph Trabucco
Dorchester,Massachusetts
Summary
Seeking a challenging position to utilize my skills and abilities to help drive forward success within an organization. Eager to work in a fun and challenging environment where I can bring my positive outlook and interpersonal skills to demonstrate success. Highly effective at problem solving, creative and critical thinking, decision making and leadership. Certified Leadership recipient with a proven ability to inspire teams, drive organizational growth, and deliver strategic results.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Claims Analyst
Massachusetts State Lottery Commission
09.2019 - Current
- Research, analyze, and resolve retail agent, customer, and employee inquiries, concerning altered, mutilated, lost, or stolen draw game/instant tickets presented to the Lottery as part of a Claim
- Work with Lottery IT Department to obtain transactional wager and cashing information through the ES OLPM and Player Services system to analyze data and verify whether a Draw Game claim is valid
- Work with Lottery IT Department and Instant Ticket Vendors to obtain necessary reconstruction records and transactional cashing information through the ES system to analyze and verify instant ticket claims are valid
- Refer claims to the Compliance and/or Legal Department for further review as needed
- Authorize and process appropriate payment for claims submitted
- Prepare for and serve as a witness at administrative hearings
- Review claims and coordinate with claimants and third parties in preparation for administrative hearings
- Assist players by explaining rules and policies related to validation requirements and prize payments, preparing correspondence to explain non-payment decisions and/or clarifying game instructions
- Answer inquiries of claimants, customers, retail agent, attorneys, and employees concerning Claim issues
- Perform other functions within the department upon the request of Supervisor of Claims & Validations
- Handle and manage highly sensitive work in strict confidence
- Maintain and secure records and files of claims and payments from all MSLC Regional offices
- Request ticket information from the Manufacturer through their online portals
- Resolve issues in back-office software for MSLC mobile applications
- Monitors and analyzes Freshdesk digital marketing for MSLC Claims Department
Live Drawing Technician
Massachusetts State Lottery Commission
12.2019 - Current
- Weighs and verifies ball sets used for drawings
- Provides support to the Drawing Supervisor in conducting a secure drawing by assisting in the preparation of official drawing documents by performing necessary testing of Lottery drawing equipment
- Supervisor of Drawing- assuring the drawings go efficiently and effectively while overseeing all rules and regulations of MSLC Drawings policy
- Confirm game results with MSLC Computer Operations
- Share and upload drawing results to Facebook, Twitter, YouTube and MSLC website
- Control live shots for drawings from the recording station
- Ensure reliability of backup drawing equipment in the event of failure of the primary drawing equipment
Claims & Validations Clerk
Massachusetts State Lottery Commission
09.2019 - 05.2022
- Open all Claims and Validations mail, timestamp, and distribute
- Record, process, and maintain claims submitted from receipts to completion
- Scan Instant Tickets submitted for payment at the terminal, separating them by status
- Enter claims into the database, verify customer information via social security verification using Experian
- Process checks written for tickets that can be paid through the MPS system
- Research all damaged ticket claims sent in using the Track It, Experian, and Lottery Host System
- Respond daily to phone calls by claimants requesting the status of their claims
- Research previously cashed tickets
- Write correspondence to Claimants notifying them of Lottery Rules and Regulations pertaining to their claim
- Inform claimants of expired tickets that their claim has been denied
- Forward replacement tickets to claimants that have submitted defective tickets, as well as forward to Compliance Department instant tickets that have been identified as lost or stolen tickets
- Forward altered tickets with supportive documentation to the Legal Department
- Request reconstructions for defective or mutilated or misprinted tickets submitted through either In House submission (Track IT request) or Instant ticket manufacturer requests
- Notify claimants of non-readable tickets as well as additional information needed
- Answer Sales Agent inquiries
- Collects claims from six Massachusetts State Lottery regional offices and organizes claims and coordinates with scanning company and archives
- Conduct the Midday and Evening Numbers games, Mass Cash, and Megabucks drawings
- Write scripts for live game drawings
- Uploads all information for drawings to G drive for archive documentation
- Solves issues through Fresh Desk digital marketing program while working with Customer Service
- Maintain and assist in OnBase program for all MSLC claim Archives
Report Analyst
Office of the State of the Treasurer
08.2018 - 04.2019
- Enter claims into the database, verify customer information using social security verification if necessary
- Reconciliation of reports and outstanding money from holder companies using MMARs
- Reviewed and identified all incorrect reports provided by the holder
- Communicated via call, email with holders to research what is found, missing, incorrect or incomplete
- Organized and prioritized Excel spreadsheet for problem reports to be resolved quickly, and efficiently
- Loaded Reports into MA Treasury Unclaimed Property database
- Processed and accepted receipt payments from Holder companies
Customer Service Representative
Office of the State of the Treasurer
08.2018 - 04.2019
- Interacted with the public regarding claims via phone, e-mail, correspondence, and in person
- Followed established procedures for determining rightful owners of unclaimed property
- Communicated independently with holders and potential claimants when researching the status of reported funds
- Provided independent initial approval for all valid claims in a timely fashion
- Responded to mail, phone, fax, and other inquiries from the public regarding unclaimed property as well as researching the status of pending claims
- Assisted with outreach program and tangible property auction as necessary
Co-Owner/Manager
Beantown USA Screen Printing
Boston, Massachusetts
10.2010 - 06.2018
- Managed various customer accounts and payment transactions
- Contributed greatly to the increase in profits from 200k to over one million in revenue
- Supervised staff and was able to delegate work appropriately and efficiently
- Schedules staff schedule
- Reviewed and verified the accuracy of invoices/payments
- Assisted other vendors in the research of payments and products
- Maintained online school websites
- Managed website database/orders
- Maintained and expanded a culture of customer relationships
- Created social media (Facebook, Twitter, Instagram, Snapchat) content for website
- Creative and strategic planner for marketing and sales
- Administered online Marketing through newspaper ads and Constant Contact marketing platform
- Completed various screen-printing duties such as maintaining and operating machines, preparing screen printing designs, and solving technical problems
- Collaborate with multiple departments to better understand their company's products and help guide decisions in a way that resonates with customers, including marketing sales and research development
- Plan and deliver Customer Relationship strategies across the business to retain existing customers, increasing brand loyalty, and expanding the brand's value
- Performed special projects
- Managed timesheet records to facilitate timely paycheck distribution.
- Collaborated with vendors and union Business Agents in the Boston area.
- Ensured customer satisfaction by promptly addressing project-related questions.
- Handled all account inquiries and provided solutions efficiently.
- Managed customer accounts, ensuring successful negotiations for contracts and agreements.
- Managed significant accounts with educational institutions, sports programs, and union representatives.
- Maintained a comprehensive knowledge of industry developments and competitive landscape.
Teacher's Aide
The Squantum School
09.2008 - 05.2009
- Provided support to the teacher to ensure a safe and stimulating educational environment
- Assisted the teacher in planning and preparation for daily activities, aiding instructional efforts of the teacher
- Assisted the teacher in preparing lesson outlines, plans, and curricula in assigned areas
- Planned, prepared, and developed various teaching aids for use in the classroom, including activity sheets, drawings, and similar handouts
Education
University of Massachusetts Amherst -
University of Massachusetts Amherst
true05-2026
High School -
Archbishop Williams High School
Braintree, MA06-2004
Skills
- Effective Verbal Communication
- Proficient Non-Verbal Communication
- Effective problem solving skills
- Effective Time Management
- Adaptable and collaborative
- Proven ability to work simultaneously on multiple projects, while maintaining sharp attention to detail
- Highly autonomous and also a great team player
- Advanced in Excel, ES, Back Office, Fresh desk, Google Documents, and QuickBooks
- Social Media Marketing
- Data Analytics
Email marketing content
Certification
Leadership Development Program Certification, Massachusetts State Treasury Program, 12/01/24
Affiliations
- Dorchester Baseball Head Coach 2010-2020
- Dorchester Hockey Coach 2010-2013
Timeline
Live Drawing Technician
Massachusetts State Lottery Commission
12.2019 - Current
Claims Analyst
Massachusetts State Lottery Commission
09.2019 - Current
Claims & Validations Clerk
Massachusetts State Lottery Commission
09.2019 - 05.2022
Report Analyst
Office of the State of the Treasurer
08.2018 - 04.2019
Customer Service Representative
Office of the State of the Treasurer
08.2018 - 04.2019
Co-Owner/Manager
Beantown USA Screen Printing
10.2010 - 06.2018
Teacher's Aide
The Squantum School
09.2008 - 05.2009
Leadership Development Program Certification, Massachusetts State Treasury Program, 12/01/24
University of Massachusetts Amherst -
University of Massachusetts Amherst
High School -
Archbishop Williams High School
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