Shelina Burks

• Analyzing claim information to determine cause of outstanding issues.
• Assessing eligibility requirements based on UI Codes, Policies, and Procedures.
• Evaluating wages and earnings
• Communicating with claimants and employers by phone to obtain missing information
• Adjudicating cases/claims
• Demonstrating the ability to make timeline and logical decisions
• Demonstrating the ability to manage a heavy workload that meets timeliness requirements.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Organized and detail-oriented with a strong work ethic
• Excellent communication skills, both verbal and written
• Ability to use critical thinking to break down problems, evaluate solutions and make decisions

• Handled tenant complaints promptly and appropriately, calling in repairmen and other support services.
• Followed up on delinquent rents and coordinated collection procedures.
• Maintained original leases and renewal documents in digital and hardcopy format for property management office.
• Completed final move-out walk-throughs with tenants to identify required repairs.
• Trained and motivated leasing staff during bi-monthly trainings.
• Maintained sufficient number of units market-ready for lease.
• Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays and schedule changes.
• Verified income, assets and expenses and completed file tracking sheet for each applicant.
• Introduced prospective tenants to types of units available and performed tours of premises.
• Collecting necessary documents to determine program eligibility
• Handled high volume incoming and outgoing calls.
• Maintained assigned caseload of 392 units
• Identified issues, analyzed information and provided solutions to problems
• Passionate about learning and committed to continual improvement
• Demonstrated strong organizational and time management skills while managing multiple projects
• Resolved problems, improved operations and provided exceptional service
• Conducted day-to-day administrative tasks to maintain information files and process paperwork
• Delivered exceptional customer service by communicating important information and patiently listening to issues

• Responsible for quality control test of applicant eligibility determinations based on program requirements.
• Ensured process and policy standards were followed to meet program compliance requirements
• Validated program pathway eligibility in accordance with program policy and procedures
• Identified and discussed issues and proposed solutions with leadership.
• Monitored and maintained applicant electronic files through progression of file lifecycle
• Effectively communicated and identified compliance issues and corrective actions to analysts, elevated training needs as needed
• Applied critical thinking and problem solving to complete applicant files

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• Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
• Educated employees on specific QA standards and confirmed maintenance of standards.
• Analyzed quality and performance data to support operational decision-making.
• Implemented process improvements to increase productivity in quality assurance operations.
• Promoted adherence to quality standards by educating personnel on quality control.
• Managed over 50 calls per day.