Professional with a background at Employment Development Department, excelling in claim management and creative problem-solving. Demonstrated expertise in handling escalated customer inquiries with strong communication skills and proficiency in web-based tools. Achieved significant improvements in customer service and claim processing efficiency, showcasing a results-oriented approach and a commitment to excellence.
Filed new claims, determined eligibility using logic and listening skills to determine issues with claim. That may affect eligibility for unemployment benefits. As a claim filer I respond to customer inquiries. Perform claim processing activities in accordance with laws, regulations, policies and decisions.
Responsible for all part time employees HR needs at 113 out of over 400 retail store locations. HR tasks included new hire processing, coaching and counseling managers and employees on staying in compliance, terminations, issuing payroll checks and a variety of other vital HR requests and tasks.
Key Accomplishments
Call Center Operations
Claim management
Application processing
Creative problem-solving, critical thinking, and troubleshooting
Highly organized with attention to detail
Comfortable and experienced in working from home
Proficient in web-based tools and technology (Google Suite, Slack, Asana)
Typing speed: 50 WPM
Strong communication skills
Proficient in handling high volumes of escalated customers via phone and email
Manual QA Engineering
Manual QA Engineering
Scrum Master