Marisa Horning
Waunakee,WI
Summary
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking opportunities to expand skills while facilitating company growth. Flexible, hard worker ready to learn and contribute to team success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Records Program Associate - Advanced
Public Service Commission of Wisconsin
Madison, WI
01.2023 - Current
- Safeguard records and ensure they meet federal and state regulatory requirements.
- Follow agency-specific Record Disposition Authorizations (RDA) and the State General Records Schedules.
- Provide guidance to staff on recordkeeping best practices.
- Liaison for IT staff developing various systems and applications, converying the affects on our records program.
- Review and accept various applications and rate case documents utilizing the Electronic Records Filing System.
- Assign appropriate docket numbers for new applications, such as construction and rate cases.
- Create docket titles following standard title templates.
- Responsible for serving Commission Orders, Notices, and Final Decisions to key stakeholders.
- Assist external filers with navigating the Electronic Records Filing System.
- Assist in providing research on case-docketed materials for Open Records Requests.
- Physically and electronically distribute Commission Meeting Agendas.
- Member of the Onboarding Team responsible for developing and presenting a Records Management Orientation for all new staff.
- Delegate a yearly historical record transfer to the Wisconsin Historical Society.
- Actively participate in team meetings focused on improving current programming efforts.
- Organize and maintain electronic and physical agency records for compliance and accessibility.
- Conduct regular audits of records to ensure data accuracy and integrity.
Records Retention Senior Specialist
American Family Insurance Company, S.I.
Madison, WI
02.2018 - 12.2022
- Performed administrative duties, including answering calls, taking messages, data entry, typing tasks and locating files upon request.
- Retrieved, sorted, copied, and filed all documents and paperwork.
- Tracked and calculated team production metrics for the Administrator's monthly reports.
- Created training documents and standard work for the department.
- Strictly adhered to confidentiality dictations to safeguard information.
- Managed all paperwork and accurately filed each piece in terminal-digit order and according to significance.
- Released information to persons or agencies according to regulations.
- Verified record copies before handing each over to check for and remove unnecessary details.
- Gathered and entered policy data into an electronic data management system for recordkeeping.
Customer Telephone Center Representative
American Family Insurance Company, S.I.
Madison, WI
12.2015 - 10.2021
- Directed callers to correct service areas for first-call resolution
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Reported technical issues to the appropriate IT team when problems occurred.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Strengthened team performance and productivity by training and inspiring team members.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Consulted with customers regarding needs and addressed concerns.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Associate of Arts - Cosmetology
Madison College
Madison, WI08.2014
Skills
- Documentation abilities
- Data review
- Time management
- Training & development
- Problem resolution
- Relationship building
- Excel, Word, Outlook and Adobe
- Organizational skills
- Strong work ethic
- Reliable and trustworthy
- Friendly, positive attitude
Accomplishments
Created various refresher presentations for new staff to better understand the Public Service Commission programs and how our team can assist them in their daily work.
Certification
- Records and Information Management, ARMA International - 2021
Timeline
Records Program Associate - Advanced
Public Service Commission of Wisconsin
01.2023 - Current
Records Retention Senior Specialist
American Family Insurance Company, S.I.
02.2018 - 12.2022
Customer Telephone Center Representative
American Family Insurance Company, S.I.
12.2015 - 10.2021
Associate of Arts - Cosmetology
Madison College