Misty Rasnake
Davenport,VA
Summary
Program Admin Specialist
I strive to be goal oriented in what I do. I enjoy learning new skills. I participate in every project I can, to gain more experience and knowledge. I have 10+ years of customer service experience. I have received many compliment calls and certificates. I have been with the agency for 18 years. I have dealt with everything related to filing a unemployment claims and assisting claimants with issues related to unemployment. I have work separation reports for 5 years and assisted with the workload during the pandemic. Currently, I work separation reports.
I have assisted with special projects, such as, the CRM team and escalation calls . Reviewing their claims and addressing any issues to get a decision on the claim.
I have assisted with appeals project. Reviewing appeals decision and implementing the appeal.
Assisted BPC by reviewing and making sure 1099g's were correct before being mailed to the claimant.
I am currently on the escalation team and assist BPC with Bank Rejection issues, and re-issuing payments.
Assist with Lack of Work Project, Wage Correction, and preform any task that is ask of me to get everything completed on the claim
Overview
1
1
Certification
Work History
Program Admin Specialist
Virginia Employment Commission
Vansant, VA
03.2013 - present
- Receive and track workload for legislative response and projects.
- Complete quality checks on outgoing forms.
- Processed incoming/outgoing mail.
- Print outgoing documents from VCC Max Queue
- Scheduled Video calls through VCC Max
- Work Separation Reports
- Assisted on CRM Team (during the pandemic)
- Taking inbound calls from escalated callers
- Reviewing their claims and addressing their issues
- Assisted adjudication with able/available
- Assisted BPC with reviewing and making sure 1099g's were correct before being mailed out.
- Assist BPC on Bank Rejection Issues and re-issuing payments.
- Assist on the Lack of Work escalations, and wage correction
- Assisted in other Special Projects
- Wrote decisions on non-separation issues (such as able/available, school/training).
- Wrote decision on separation issues (such as voluntary quit/to follow spouse, voluntary quit school/training).
- Monitor teams during the absence of the supervisor
- Assist customer service representatives by providing technically correct explanations to customer escalated issues.
- Filing UI Claims
- Taking Inbound/Outbound Calls
- Taking Statements for issues that need to be addressed for a decision to be rendered on a claim.
Education
High School Diploma -
Council High School
Council, VA06-1987
Skills
- Customer Service
- Call Escalation
- Floor Assistance for CSR Support
- Provide Assistance to Supervisors
- Excellent Computer Skills
Certification
- Banking Certificate
Languages
English
Native/ Bilingual
Timeline
Program Admin Specialist
Virginia Employment Commission
03.2013 - present
High School Diploma -
Council High School
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