Kandice Beason
Laurel,MS
Summary
Dynamic and seasoned Adjudication Supervisor with over 25 years of comprehensive experience in unemployment insurance benefits. Renowned for exceptional leadership in managing high-performance call center teams and streamlining adjudication processes. Demonstrated expertise in implementing operational efficiencies, ensuring compliance with regulations, and enhancing customer service quality. Adept at conflict resolution, decision-making, and fostering a culture of continuous improvement and empathy. Proven track record in driving team development, operational excellence, and client satisfaction in fast-paced environments. Committed to leveraging in-depth industry knowledge and innovative approaches to deliver outstanding results and support organizational goals.
Overview
27
27
years of professional experience
Work History
Call Center Supervisor
Maximus Services LLC- Contracted Supervisor for California EDD
04.2022 - 02.2023
- Supervised and developed 10-19 direct reports remotely, ensuring adherence to quality standards, deadlines, and procedures
- Facilitated communication between upper management and agents, addressing performance concerns and providing feedback
- Managed work schedules, ensuring the accuracy of timecards and attendance reports
- Conducted weekly meetings with direct reports, discussing metrics and identifying improvement opportunities
- Evaluated agents' performance and administered effective performance appraisals, coaching, and progressive discipline
- Implemented innovative recognition techniques to motivate and develop agents, achieving individual and team performance expectations
- Compiled training materials for new employees and tracked skill development
- Supervised 10-19 Unemployment Agents in providing excellent customer service to callers requiring assistance for unemployment insurance and adjudicating unemployment issues.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
- Led daily team meetings to review performance, set targets and motivate staff.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
Quality Assurance Auditor
Corestaff Services- Contracted Quality Auditor through Maximus for California EDD
02.2022 - 04.2022
- Evaluated agent performance, behavior, and adherence to project business rules and policies
- Compiled and verified statistical reports on quality metrics, supporting claims specialists and project staff
- Communicated quality analysis findings to production supervisors and project leadership for process improvement
- Developed and updated procedures and strategies to enhance operational performance
- Led calibration sessions for leadership teams
- Collaborated with clients and internal stakeholders to achieve and maintain quality assurance goals
- Trained and mentored new Quality Analysts and Production Supervisors
- Created and updated staff resource materials, including quick references, charts, workflows, and operational tools
- Provided subject matter expertise to teammates and internal stakeholders
- Scheduled and executed 10-20 weekly case audits.
Adjudicator II
Solid State Operations- Contracted Adjudicator for Hawaii DLIR
07.2021 - 09.2021
- Reviewed and analyzed unemployment insurance claim data from claimants and employers
- Conducted outbound calls to interview stakeholders for information verification
- Documented interactions and actions taken to supplement case notes
- Collaborated with subject matter experts to address unique issues
- Issued eligibility determinations based on code, policy, procedures, and financial evaluation
Adjudication Supervisor
State of Wisconsin Department of Workforce Development- Division of Unemployment Insurance
06.2011 - 07.2021
- Supervised and developed 12-18 direct reports, ensuring adherence to quality standards, deadlines, and procedures
- Facilitated communication between upper management and adjudicators, addressing performance concerns
- Managed work schedules and verified the accuracy of timecards and attendance reports
- Conducted weekly meetings with direct reports to discuss metrics and identify improvement opportunities
- Evaluated adjudicators' performance and administered performance appraisals, coaching, and progressive discipline
- Implemented innovative recognition techniques to motivate and develop adjudicators, achieving individual and team performance expectations
- Compiled training materials and tracked skill development
- Provided technical assistance to adjudicators
- Interpreted and applied complex federal and state unemployment insurance laws and policies
- Awarded Discretionary Merit Compensation Bonus for exemplary service
- Contributed to the hiring process, including evaluating resumes, conducting reference checks, and serving on the interview panel
Adjudicator-Beginner to Lead Worker
Department of Workforce Development-Division of Unemployment Insurance
06.2000 - 06.2011
- Adjudicated complex unemployment issues in a call center.
Employment Claims Specialist
Department of Workforce Development-Division of Unemployment Insurance
03.1996 - 06.2000
- Processed unemployment claims and assisted claimants and employers.
Education
MBA - GENERAL BUSINESS- CONCENTRATION IN HUMAN RESOURCES
Upper Iowa University
Fayette, IA08.2025
Bachelor of Science - Public Administration
Upper Iowa University
Fayette, IA08.2021
Skills
- OPERATIONS MANAGEMENT
- ADJUDICATION PROCESS
- UNEMPLOYMENT INSURANCE KNOWLEDGE
- TEAM LEADERSHIP & DEVELOPMENT
- CONFLICT RESOLUTION & DECISION MAKING
- CUSTOMER SERVICE EXCELLENCE
- PROCESS IMPROVEMENT
- REGULATORY COMPLIANCE
- TECHNOLOGY PROFICIENCY
- STAKEHOLDER COMMUNICATIONS
- CHANGE MANAGEMENT
- DATA ANALYSIS & REPORTING
TECHNOLGY
- Microsoft Office Suite: Word, Excel, Access, PowerPoint, Teams
- Google Suite: Mail, Doc, Sheets, Drive, Forms, Slide, Chat
- Cloud-based platforms: Amazon Workspace, Virtual Call Center, UIB, Tableau, Salesforce
- Sharepoint, Smartsheet, NICE/IEX, Fieldglass, 3270HHSCDSession/DOS based system
Timeline
Call Center Supervisor
Maximus Services LLC- Contracted Supervisor for California EDD
04.2022 - 02.2023
Quality Assurance Auditor
Corestaff Services- Contracted Quality Auditor through Maximus for California EDD
02.2022 - 04.2022
Adjudicator II
Solid State Operations- Contracted Adjudicator for Hawaii DLIR
07.2021 - 09.2021
Adjudication Supervisor
State of Wisconsin Department of Workforce Development- Division of Unemployment Insurance
06.2011 - 07.2021
Adjudicator-Beginner to Lead Worker
Department of Workforce Development-Division of Unemployment Insurance
06.2000 - 06.2011
Employment Claims Specialist
Department of Workforce Development-Division of Unemployment Insurance
03.1996 - 06.2000
MBA - GENERAL BUSINESS- CONCENTRATION IN HUMAN RESOURCES
Upper Iowa University
Bachelor of Science - Public Administration
Upper Iowa University
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