Marsha Humphrey
West Chicago,Illinois
Summary
Experienced with business/office support to maximize overall office efficiency. An investigative thinker who accomplishes many tasks and works well with a team. Strong work ethic with high degree of energy through effective communications. Adept at managing incoming calls and emails, coordinating documents, and explaining benefits in relatable terms. Proficient in checking information, processing applications, and managing enrollments. Good communication, organizational and multitasking abilities.
Overview
10
10
years of professional experience
Work History
Employment Security Program Representative
Illinois Department of Employment Security (IDES)
09.2020 - Current
- Manage 30+ incoming calls daily with professionalism and knowledge services within a call center.
- Perform functions related to receipt, reviews, and resolution of all routine, complex, and unique claims on benefit entitlement programs administered by the Illinois Department of Employment Security (IDES).
- Follow through with claimants' requests to resolve unemployment issues.
- Maintain claimants' satisfaction with forward-thinking.
- Verifies the accuracy of claimants' accounts, updates when necessary, and educates claimants on IDES rules and policy.
- Adjudicates monetary and non-monetary benefits claim issues, providing eligibility determinations for routine, initial, and continued claims.
- Introduce claimants to various programs and services offered by IDES and partner agencies.
- Assist federal and military clients with filing unemployment claims—request wages from the federal government to determine eligibility for unemployment benefits.
- Help employers understand their Benefit Payment Statements and policies and procedures that guide adjudicators' determination for separation issues.
- Optimize communication channels among team members, fostering a collaborative work environment conducive to achieving goals efficiently.
- Provide resources and information to clients who do not qualify for unemployment benefits.
Office Associate
Department of Children and Family Services (DCFS)
06.2017 - 09.2020
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Managed office database, mail, payroll distribution, and the physical setting of the front office
- Responded to inquiries from callers seeking information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Maintained accurate filing systems, reducing document retrieval times and enhancing overall organization.
- Handled sensitive information with discretion, ensuring confidentiality and maintaining trust within the office.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Volunteered to help with special projects of varying degrees of complexity.
- Processed incoming correspondence promptly while maintaining an organized workspace.
- Increased customer service success rates by quickly resolving issues.
- Organized office events to boost morale and foster positive working relationships among colleagues.
Support Service Worker
Madden/Elgin Mental Health Facility
06.2014 - 06.2017
- Collaborated with team members to ensure seamless delivery of support services, improving overall efficiency.
- Planned and prepared night-time nourishment for patients admitted to the hospital units.
- Prepared meals as required to maintain a consistent feeding schedule.
- Set up trays with beverages, meals, desserts, and condiments to meet patients' dietary requirements.
- Conducted regular inventory checks for accurate record-keeping and timely replenishment of supplies to ensure smooth daily operations.
- Reported any malfunctioning machines in the kitchen to the manager.
- Maintained a clean, safe, and well-organized patient environment.
- Enhanced client satisfaction by providing timely and efficient support services.
Education
Master of Arts - Psychology
National University
San Diego, CA10.2021
Bachelor’s Degree - General Studies/Psychology
Columbia University
Columbia, MO08.2017
Skills
- Decision-making capabilities
- Phone and Email Etiquette
- Goal-oriented mindset
- Application processing
- Call Center Operations
- Problem-Solving
Timeline
Employment Security Program Representative
Illinois Department of Employment Security (IDES)
09.2020 - Current
Office Associate
Department of Children and Family Services (DCFS)
06.2017 - 09.2020
Support Service Worker
Madden/Elgin Mental Health Facility
06.2014 - 06.2017
Master of Arts - Psychology
National University
Bachelor’s Degree - General Studies/Psychology
Columbia University
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