Karen Jackson
Toms River,NJ
Summary
Dynamic Training Coordinator and Supervisor with a proven track record at the State of NJ, skilled in designing impactful training programs, facilitating remote delivery, managing staff and achieving performance goals. Adept at clear communication and effective presentations, I have successfully enhanced staff performance and engagement, driving compliance and quality improvements in best practices and state and federal quality standards.
Overview
33
33
years of professional experience
Work History
Training Coordinator
State of NJ
03.2024 - Current
- Assessed training needs for onboarded staff.
- Designed comprehensive training program to provide essential knowledge and skills for new appeals examiners
- Implemented continuing education for staff.
- Developed engaging instructional materials, including presentations, handouts, and interactive activities.
- Maintained accurate records of employee participation in training events, tracking progress towards learning objectives.
- Collaborated with department managers to design customized training plans aligned with organizational goals.
- Coordinated logistics for training, including scheduling, securing necessary equipment, and managing participant registration.
- Provided ongoing coaching and mentoring support for employees seeking professional growth and development.
- Evaluated the effectiveness of training initiatives, making adjustments as needed to optimize results.
Supervising Appeals Examiner
State of NJ
01.2019 - 06.2023
- Supervised staff to ensure cases met all state and federal quality standards.
- Provided training to staff to ensure compliance with established and newly enacted procedures, policies and statutes.
- Encouraged and ensured consistent communication with staff to promptly problem solve and foster collaboration.
- Provided guidance and mentoring as needed.
- Evaluated job performance of staff and effectively communicated performance expectations.
- Ensured proper staffing ratios to complete all work in a timely manner.
- Provided timely, courteous service to the public and employees.
- Trained and mentored incoming supervising appeals examiners to ensure consistency in the disposition of work and application of policies.
Appeals Examiner
State of NJ
09.2007 - 07.2013
- Conducted appeal hearings and prepared written decisions based on sworn testimony in accordance with applicable laws and regulations.
- Completed work within the required state and federal time and quality standards.
Senior Claims Examiner
State of NJ
02.2003 - 09.2007
- Supervised production of claims examiner unit, ensured timely and accurate determinations were issued.
- Piloted process improvements that resulted in reduced backlog and faster claim resolution
- Conducted thorough fact finding interviews resulting in timely determinations as needed.
- Trained staff on newly enacted statutes, regulations, policies and procedures.
- Created staff schedules to ensure timely workflow and consistent outcomes.
Unemployment Insurance Clerk and Claims Examiner
State of NJ
02.1992 - 04.2003
- Responded to inquiries from claimants seeking information.
- Checked documentation for accuracy and validity on updated systems.
- Carried out administrative tasks by communicating with claimants, distributing mail, processing documentation.
- Processed claims and made eligibility determinations in accordance with established law, regulations, processes and procedures.
Education
Bachelor of Arts - English Literature
Montclair State University
Montclair, NJSkills
- Clear and concise messaging
- Facilitating supportive interactions
- Remote training delivery
- Effective presentation skills
Timeline
Training Coordinator
State of NJ
03.2024 - Current
Supervising Appeals Examiner
State of NJ
01.2019 - 06.2023
Appeals Examiner
State of NJ
09.2007 - 07.2013
Senior Claims Examiner
State of NJ
02.2003 - 09.2007
Unemployment Insurance Clerk and Claims Examiner
State of NJ
02.1992 - 04.2003
Bachelor of Arts - English Literature
Montclair State University
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