18
years of professional experience
Results-driven Customer Service Manager with over 10 years of experience in process improvement and program management. Skilled in fostering effective solutions in diverse environments through strong communication and collaboration. Committed to enhancing client relations and driving organizational success through continuous improvement initiatives.
Work History
Unemployment Insurance Benefits Manager
1 Year 3 Months- Collaborated with internal and external departments to enhance administration of UI program
- Directed unemployment insurance benefit determinations, ensuring accurate eligibility decisions aligned with state and federal regulations.
- Interpreted policy guidance to maintain consistent adjudication across high-volume benefit cases.
- Reviewed claimant and employer records to resolve complex separation, availability, and earnings issues.
- Coordinated communication with claimants, employers, and internal teams to gather missing documentation and clarify issues.
- Improved workflow efficiency by identifying process gaps and recommending procedural updates.
- Interviewed, onboarded and trained staff on unemployment insurance procedures, quality standards, and regulatory requirements.
- Evaluated data, identified trends and recommended changes in workload management
- Fostered a culture of continuous improvement by regularly reviewing processes and policies surrounding employee benefits management.
Unemployment Insurance Benefits Manager Senior
2 Years 4 Months- Oversaw daily operations and management of UI Inbound Call Center Teams, adjudications, and Pandemic Unemployment Insurance (PUA) programs to ensure timely and accurate service delivery
- Served as regional lead for Unemployment Insurance Interstate Benefits Subcommittee to facilitate collaboration and improve interstate benefit processing
- April 2023-Current
Unemployment Insurance Benefits Manager
9 Months- Collaborated with internal and external departments to enhance administration of UI program
- Managed four UI programs: Adjudications, Pandemic Unemployment Insurance (PUA), Client Advocate, and Special Programs
- Documented case actions, findings, and determinations in benefits systems with precision and timeliness.
- Managed FMLA administration, coordinating leave requests and tracking time off for compliance purposes.
- Interpreted policy guidance to maintain consistent adjudication across high-volume benefit cases.
- Improved workflow efficiency by identifying process gaps and recommending procedural updates.
- Trained staff on unemployment insurance procedures, quality standards, and regulatory requirements.
- Fostered a culture of continuous improvement by regularly reviewing processes and policies surrounding unemployment adjudication
Special Assignment District Program Manager II
11 Months- Promoted to a special assignment, temporary role as the regional program manager for the greater Phoenix area, providing support to UI administrators and program leadership
- Reported and facilitated strategic collaboration for project statuses to ensure timely completion, and to manage roadblocks and bottlenecks
- Coached managers, supervisors, and staff in problem-solving, customer care, and process improvement, enhancing department efficiency
- Developed quality review form for adjudications and specialty programs, fostering continuous improvement and minimizing client complaints
- Facilitated strategic collaboration on project statuses, ensuring timely completion and addressing roadblocks and bottlenecks
- Supervised daily operations to ensure a positive working environment and positive customer experience
- Assisted in content instructional design for microlearning refresher training for adjudication staff
- Served as regional program manager from July 2021 to June 2022.
Unemployment Insurance Benefits Manager
2 Years 2 Months- Promoted from a UI Benefits Supervisor to a UI Benefits Manager
- Managed 10 teams and 100 employees across three Unemployment Insurance (UI) programs: Adjudications, Client Advocate, and Special Programs to ensure effective program delivery.
- Facilitated collaboration to establish a new unemployment office in Phoenix, supporting operational readiness for over 300 employees during the COVID-19 pandemic.
- Developed and executed compliance strategies aligned with Arizona Department of Labor standards, ensuring adherence to regulatory requirements.
- Facilitated the collaboration to establish a new unemployment office in Phoenix with over 300 employees during the COVID-19 pandemic
- Provided information, and assistance to supervisors, colleagues, and staff through a variety of mediums, such as policy clarification, process improvement and metric development
- Screened job applicants to identify qualified candidates for open positions, reviewing resumes, interviewing, and onboarding new employees
- May 2019-July 2021
Unemployment Insurance Benefits Supervisor
2 Years 3 Months- Promoted from a UI Benefits Adjudicator to a UI Benefits Supervisor
- Directed team of 8 employees; trained and mentored on UI policies and procedures to enhance team compliance and efficiency
- Oversaw timekeeping, performance, employee engagement, and development to foster a supportive work environment
- Team leader in the department's project focusing on modernizing the external communication exchange
- Generated and distributed daily and weekly metric reports for internal staff to inform decision-making and drive continuous improvement
- February 2017-May 2019
Unemployment Insurance Benefits Adjudicator
10 Months- Promoted from a UI Benefits Call Center Representative to a UI Benefits Adjudicator
- Examined UI claims, ensuring timely resolutions in accordance with laws, policies, and procedures
- Managed caseload, completing over 1,000 quality UI determinations with attention to detail and compliance
- April 2016-February 2017
Unemployment Insurance Benefits Call Center Representative
8 Months- Gathered information via phone and mail to address customer inquiries effectively
- Prepared reports to track daily work assignments and case completeness, conducting comparisons to inform necessary actions
- Provided exceptional customer service while educating claimants about the UI program and navigating their claims
- August 2015-April 2016
Page
7 Years 8 Months- Checked titles against the catalog for ownership; sorted and filed materials alphabetically; organized shelves and collections.
- Collaborated on the designated literacy team as a co-coordinator for the Blue House Book Project; organized outreach events; assisted with storytelling to public groups (05/11-05/13)
- Coordinated scheduling and distribution of outreach materials and events for all 27 library branches (05/11-05/13)
- May 2009-January 2017
Education
Master of Arts - Executive, Public Service And Administration
- Specialization in: Public Management
- Capstone Project: Navigating Federal Policy Uncertainty: Building Organizational Resilience for Philanthropy Southwest's Member Organization
Graduate Certificate - Nonprofit Management
- Specialization in Fiscal Performance Management
Bachelor of Arts - Political Science, Foreign Affairs Emphasis
- Minor in Spanish
- Magna Cum Laude and Honors
- Honors Thesis: “Changing Dynamics: The Role of Social Media As An Added Dimension Within Conflicts”
- International Journalism Fieldwork Study Abroad: Dubai and Oman
- Participated in a journalism features class for 3.5 weeks in both Dubai and Oman producing original content for online publication
- GPA: 3.8
Skills
Claims management
Operations management
Claims processing
Quality assurance
Claims resolution
Google Project Management Certification (February 2024)
Practical knowledge in Microsoft Office and Google Suite
Critical thinking
Organizational skills
Effective communication
Relationship management
Regulatory compliance
Customer service
Accomplishments
- Published: “Changing Dynamics: The Role of Social Media Within Conflicts”, LAP LAMBERT Academic Publishing, ISBN-10: 3659588938, ISBN-13: 978-3659588938
- Contributed to Published: “Surprise! Infants consider possible bases of generalizations for single input example.”
January 2016
August 2010-March 2011
Timeline
Unemployment Insurance Benefits Manager
Arizona Department of Economic Security
08.2025 - CurrentRead More
Unemployment Insurance Benefits Manager Senior
Arizona Department of Economic Security, Unemployment Insurance Benefits Division
04.2023 - 08.2025Read More
Unemployment Insurance Benefits Manager
Arizona Department of Economic Security, Unemployment Insurance Benefits Division
07.2022 - 04.2023Read More
Special Assignment District Program Manager II
Arizona Department of Economic Security, Unemployment Insurance Benefits Division
07.2021 - 06.2022Read More
Unemployment Insurance Benefits Manager
Arizona Department of Economic Security, Unemployment Insurance Benefits Division
05.2019 - 07.2021Read More
Unemployment Insurance Benefits Supervisor
Arizona Department of Economic Security, Unemployment Insurance Benefits Division
02.2017 - 05.2019Read More
Unemployment Insurance Benefits Adjudicator
Arizona Department of Economic Security, Unemployment Insurance Benefits Division
04.2016 - 02.2017Read More
Unemployment Insurance Benefits Call Center Representative
Arizona Department of Economic Security, Unemployment Insurance Benefits Division
08.2015 - 04.2016Read More
Page
Pima County Public Library
05.2009 - 01.2017Read More
Texas A&M University
Master of Arts from Executive, Public Service And Administration
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Texas A&M University
Graduate Certificate from Nonprofit Management
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University of Arizona
Bachelor of Arts from Political Science, Foreign Affairs Emphasis
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