Susan Wessel
Topeka,KS
Summary
Dynamic professional with a strong background in account management, eligibility assessment, and client service. Expertise in analyzing applications, verifying information, and ensuring compliance with regulations. Recognized for fostering effective teamwork, demonstrating adaptability, and consistently achieving results. Proficient in managing caseloads, solving complex problems, and maintaining confidentiality while prioritizing accuracy and efficiency.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Appellate Court Clerk
State of Kansas
12.2022 - 02.2026
- Processed case filings and maintained accurate court records in compliance with state regulations.
- Assisted judges and attorneys by preparing dockets and managing courtroom schedules efficiently.
- Coordinated communication between various court departments to enhance operational workflow.
- Maintained organized filing systems for easy retrieval of case files and supporting documentation.
- Managed confidential information securely, upholding the integrity of the court system.
- Answered telephone calls, took messages and transferred calls to appropriate colleagues.
- Prepared court orders and judgments for signature.
Court Debt Analyst
Butler & Associates
03.2022 - 10.2022
- Responsible for importing court debt files from the court into the system and maintaining those files.
- Processed files flagged by Kansas State Set Off for payment and researched their availability for collection based on statute of limitations.
- Utilized various programs and applications, including Microsoft Office Excel, Word, and Teams, along with specialized applications for file management and research.
Customer Service Representative
Department of Veteran Affairs
10.2020 - 03.2022
- Assisted veterans over the phone to understand their VA bills, Service-Connected disability coverage, as well as understanding the way VA coverage works with private insurance as well as Medicare coverage.
- Resolved customer inquiries regarding benefits and services, enhancing veteran satisfaction and support.
- Managed high-volume calls, providing timely information to veterans and their families.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Retirement Analyst
State of Kansas
12.2014 - 10.2020
- Oversaw processing of ticket information and conducted audits on prior tickets to manage driver license suspensions and reinstatements.
- Provided assistance on the customer service line.
- Transferred to KPERS in July 2015, starting as an active death benefit analyst in the death/disability department, processing active death claims and surviving spouse benefits.
- Gained knowledge in various departmental functions.
- Promoted to retirement department as a retirement analyst, completing retirement applications and calculations while delivering customer service in the lobby and on the information line.
- Audited Kansas employment records for active and retiring employees to ensure accuracy in pay reporting according to state statutes.
- Assisted in multiple projects, including testing new programs. Processed incoming and outgoing correspondence for retirees, active employees, employers, and financial advisors.
- Utilized various software applications, including Internet Explorer, Microsoft Office, and specialized programs.
- Certified as a notary public.
Eligibility Specialist/Team Leader
Maximus
05.2013 - 12.2014
- Responsible for determining coverage and processing applications for KanCare Medicaidfor the State of Kansas.
- Became a lead in several areas and was able to train new hires as well as current employees on new processes.
- Worked with several different programs like Microsoft Office as well as various other subsystems.
- Was also involved in testing the new system KEES while it was being created and before it was to go live.
- Maintained spreadsheets for several different processes daily.
- Also have experience in creating job aids, completing QA checks, coaching’s and other HR related issues.
Education
Associate of Applied Science - Business/Early Childhood Education
Ozark Technical Community College
Springfield, MO12-2005
High School Diploma -
Bolivar High School
Bolivar, MO05-2003
Skills
- Proficient in Microsoft Office
- Data Entry
- Customer service
- Document review
- Researching skills
- Account management
- Time management
- Attention to detail
- Multitasking
- Excellent communication
- Organizational skills
- Critical thinking
Certification
- CNP - Certified Notary Public
Timeline
Appellate Court Clerk
State of Kansas
12.2022 - 02.2026
Court Debt Analyst
Butler & Associates
03.2022 - 10.2022
Customer Service Representative
Department of Veteran Affairs
10.2020 - 03.2022
Retirement Analyst
State of Kansas
12.2014 - 10.2020
Eligibility Specialist/Team Leader
Maximus
05.2013 - 12.2014
Associate of Applied Science - Business/Early Childhood Education
Ozark Technical Community College
High School Diploma -
Bolivar High School