Ofelia De Leon
McAllen,TX
Summary
Detail-oriented Examiner with 26 years of experience. Strong command of conflict resolution and negotiation combined with excellent reporting and research skills. Thorough understanding of claims process and organize cases up to standard policy for adjudication.
Overview
31
31
years of professional experience
Work History
Claims Examiner
Texas Workforce Commission
04.1996 - 08.2023
- Obtains all necessary information and offers rebuttal opportunities prior to issuing a quality determination.
- Examined photographs and statements.
- Interviewed claimants and witnesses to gather factual information.
- Delivered exceptional customer service to claimants and employers by communicating important information and patiently listening to issues.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Adjudicates nonmonetary issues with quality, courtesy and timeliness.
- Reviews and explains wage credit information, benefit amount, base period, and benefit year and explains conditions of qualifications, re-qualification and appeals.
Customer Service Representative
Texas Employment Commission
08.1992 - 04.1995
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Education
No Degree - Business Administration
University of Texas Pan American
Edinburg, TX08.1996
High School Diploma -
Mcallen High School
Mcallen, TX06.1991
Skills
- Unemployment Claims
- Review Cases
- Data Verification
- Claims Investigations
- Authorize Payments
- Rules of Evidence
Timeline
Claims Examiner
Texas Workforce Commission
04.1996 - 08.2023
Customer Service Representative
Texas Employment Commission
08.1992 - 04.1995
No Degree - Business Administration
University of Texas Pan American
High School Diploma -
Mcallen High School
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