Kristen Dufek
Schenectady,NY
Summary
Senior Claims Examiner skilled in managing complex cases, prioritizing high-volume workflows, and delivering compliance-driven resolutions. Highly regarded for strong verbal and written communication, swiftly resolving challenging issues and de-escalating conflicts with clarity and empathy. A natural team lead dedicated to mentoring staff, driving service efficiencies and cultivating a positive, collaborative day-to-day work environment.
Overview
7
7
years of professional experience
Work History
Senior Claims Examiner
NYS Workers' Compensation Board
Schenectady, NY
11.2025 - Current
- Handle complex claims with timely resolution and consistent accuracy
- Apply in-depth knowledge of NYS Workers' Compensation Law, rules, regulations, and Board procedures to support compliant claims handling
- Direct examiner workload and supported claims operations to ensure efficient processing
- Manage work queues in Claims Information System (CIS) and assign items to appropriate processing paths
- Guide complex phone calls and addressed escalated customer and carrier correspondence to enhance communication and service quality
- Prepare new examiners to step into role through targeted training and process coaching
Claims Examiner
NYS Workers' Compensation Board
Schenectady, NY
04.2024 - 11.2025
- Applied knowledge of Workers' Compensation Law, rules, regulations, and claims procedures to ensure compliance and enhance claims management effectiveness
- Identified issues and evaluated, prepared, and referred cases to effective resolution paths, including administrative decisions, proposed decisions, or formal hearings, enhancing case outcomes
- Managed work queues in Claims Information System (CIS) to prioritize claims and streamline workflow processes
- Handled Requests for Further Actions (RFAs) and inquiries via telephone or letter to facilitate timely resolutions
Operations Lead
JP Morgan Chase & Company
Schenectady, NY
12.2019 - 04.2024
- Oversaw daily branch operations including loss control, compliance and audit standards
- Directed branch priorities daily, influencing and educating team and branch partners while enhancing customer connections
- Handled diverse business and personal transactions, resolving complex customer issues from start to finish
- Authorized overrides to ensure compliance with policies
- Assisted bankers in resolving complex transactions and customer interactions in resolving complex transactions/interactions
- Coached employees on performance improvement strategies to enhance individual and team effectiveness
Education
Licensed Practical Nursing
Mildred Elley
Albany, NYEarly Childhood Education
SUNY Cobleskill
Cobleskill, NYSkills
- Claims Management
- Complex Claims Resolution
- Supervision & Guidance
- Organizational Skills
- Skilled Multi-Tasker
- Team Leadership
- Workplace Collaboration
- Attention to Detail
Timeline
Senior Claims Examiner
NYS Workers' Compensation Board
11.2025 - Current
Claims Examiner
NYS Workers' Compensation Board
04.2024 - 11.2025
Operations Lead
JP Morgan Chase & Company
12.2019 - 04.2024
Licensed Practical Nursing
Mildred Elley
Early Childhood Education
SUNY Cobleskill