Valentin Vakebila
Tacoma,United States
Summary
A motivated administrative professional seeking a position in a challenging environment. Over 8 years of experience successfully providing administrative, Human Resources, Customer Service, Social Service and secretarial support to the operational department. Proficient in a wide range of administrative support. Well-developed customer service skills. Proven ability to efficiently plan and manage multiple assignments to meet tight deadlines. A proactive problem-solver who gets the job done. Detail-oriented administrative driven to resolve claims fairly while representing interests of employer. Conducts thorough and informed investigations, precisely evaluates losses and negotiates settlements that satisfy diverse parties. Builds and maintains professional and productive relationships and works to understand potentially conflicting points of view.
Bilingual Benefits Specialist dedicated to assisting employees with open enrollment for smooth and simple process. Offering more than 4 years of documenting and reporting changes in relation to benefits. Composed, talented and considered effective team player.
Bilingual Benefits Specialist dedicated to assisting employees with open enrollment for smooth and simple process. Offering more than 4 years of documenting and reporting changes in relation to benefits. Composed, talented and considered effective team player.
Collaborative individual with expertise in providing exemplary service regarding benefits support. Multitasking Benefits Specialist knowledgeable in state and federal regulations and maintaining employee confidentiality.
Overview
15
15
years of professional experience
Work History
Benefits Specialist (Remote)
Employment Security Department/ LCD Division
01.2022 - Current
- Provide excellent customer service on a high volume of customer contacts in a timely and accurate manner through various communication channels such as telephony, email, and live chat.
- Resolve routine problems by identifying issues, determining procedural steps necessary for resolution, working closely with program staff to implement the resolution, and communicating results to the customer.
- Collect premiums from employers participating in the Paid Family and Medical Leave program.
- Analyze information to determine accurate benefits and continued PFML program eligibility.
- Implement case closures per compliance with regulations, policies, and changes in clients' eligibility.
- Review initial claims for benefits and determine the need to obtain additional medical documentation or supporting evidence from providers.
- Process and adjudicate routine claims.
- Detect discrepancies and clarify data; re-calculate incorrect payments of benefits and established overpayments.
- Prepare written correspondence to medical and non-medical providers of information and conduct investigative telephonic interviews with providers when necessary.
Unemployment Insurance Specialist (remote)
Employment Security Department / UI Claim Center
04.2021 - 12.2021
- Answering questions on a toll-free line from claimants regarding procedures, laws, and policies with respect to unemployment insurance.
- Investigate, and detect unemployment issues and take action on customer calls.
- Handle complaint calls from claimants and, if necessary, escalate to appropriate level.
- Answer complex questions from employers, claimants, and others, advising those affected, based on UI laws, policies, and procedures.
- Apply complex laws and policies, rules, regulations, and procedures applicable to the unemployment insurance program.
- Review documents for completeness, accuracy and compliance with laws and regulations.
- Identify specific issues relative to eligibility and refer to Adjudication for determination.
- Conduct telephone interviews and review and obtain work history and verify earnings and hours to complete routine and complex claims.
- Communicate reporting requirements, benefits and eligibility rights to claimants, employers, and third parties.
Bilingual Customer Service Representative (Remote)
Nintendo of America
03.2020 - 03.2021
- Answering consumer questions regarding the wireless features of the Nintendo Wii and DSI and setting up and/or using a wireless network.
- Answering consumer questions regarding the Nintendo Wii Game System and Nintendo Wi-Fi Connection.
- Answering incoming and makes outbound calls to provide technical assistance to users experiencing problems with the Nintendo Wi-Fi connection and Virtual Console.
- Questions regarding set up of the Nintendo game systems.
- Answering consumer questions regarding specific Nintendo products and services.
- Documenting and forwarding consumer comments.
- Consumer calls will be received from children and adults.
- Troubleshooting escalated hardware and/or software technical problems in conjunction with Nintendo products.
- Clarifies consumer’s concerns.
- Updating consumer account information.
- Recording consumer feedback.
- Collects, documents, and research technical problems to develop solutions and resources for the department.
Employment Development Specialist
Work Source Pierce
02.2019 - 02.2020
- Greet customers at the front desk and entering the Work Source One Stop Center and set the tone for a valuable and meaningful visit.
- Identified training needs and developed content while evaluating existing programs.
- Obtained, organized and developed training procedure manuals, guides and course materials.
- Provide information in person, virtually, and over the phone about the full range of agency services and programs and refer to appropriate agency and community resources.
- Meet one on one with customers to answer questions about job search strategies, provide Labor Market information, review resumes and cover letters, assist with interviewing techniques, as well as conduct appointments for the Reemployment Services Eligibility Assessment program.
- Answer phone calls and direct to the appropriate team as well as providing timely responses to email and face-to-face interactions.
- Assist customers in the use of resource center services including technology, resumes, applications, and interview skills training to prepare for job openings.
- Facilitate in-person Job Hunter series workshops in the Center.
- Record and maintain case notes in ESD’s customer management database (MIS).
- Represent the workforce partnership, communicate, and work closely with partners and stakeholders; be responsive to requests.
Administrative Assistant (Logistics)
Centers for Disease for Disease Control and Prevention, CDC-Congo-Kinshasa
10.2017 - 12.2018
- Provided Administrative and clerical support operations.
- Build and maintain relationships with our landlord and other key stakeholders.
- Work closely with the hotels, travel agencies and transportation agencies to align travel operations with CDC standards and practices.
- Coordinate office maintenance supplies and equipment to support day-to-day operations.
- Plan and execute internal events and activities to foster a positive and collaborative workplace culture.
- Provide travel support to local and international staff.
- Monitor and manage Travel and Expense transaction data and ensure proper accountability of expenditures on a month-to-month basis.
- Assist employees to ensure that their business travel purchases and expenses are in compliance with CDC policies.
- Plans and coordinates multiple complex customer and executive meetings, visits, events, and exhibit trade shows utilizing substantial working knowledge and foreign government regulations, international cultures and customs, and company policies and procedures to support strategic business objectives.
- Manages meeting/event planning meetings and coordinates communications with internal and external business partners.
- Collaborate with business partners in determining date, location, time, participants/products and budget for events and engagements.
- Organizes and manages a multi-disciplined team (e.g., facilities, Motor Pool/ Travel Unit, RSO, etc.) to create and implement event plans.
- Executes logistics including badging, parking passes, transportation, rental car reservations, hotel reservations, catering, and tours.
- Processing invoices for payment and managed office supplies and provide motor pool support (dispatching driver's trips).
- Implement CDC Timekeeping modules including Time & Attendance, Accruals, Attestation.
- Provides on-site management for meetings, visits, and/or even.
- Hire, schedule, and assign work of team members; train, orientate, and instruct in proper.
- Establish team performance standards, evaluate employee performance, and recommend corrective actions when necessary.
- Process all electronic position and personnel actions for the agency.
- Provide assistance to the Human Resource Management and Consultant teams.
- Assist with conducting and coordinating investigations, fact findings, and assist in representing the agency in grievances.
- Assist Senior Human Resource section with Investigation process and with providing information.
Human Resource Consultant
United Nations Development Program/UNDP, Congo-Kinshasa
02.2015 - 09.2017
- Implement UNDP Timekeeping modules including Time & Attendance, Accruals, Attestation.
- Provide support in the recruitment process, operations and Program department.
- Participate in performance meetings with appointing authorities, to provide consultation and recommendations.
- Investigate employee discrimination complaints, write investigation reports, provide recommendations for action, and maintain records.
- Update the table of mandatory UN courses for all staff ex: Ethics and integrity; Gender Journey, UNDP Legal frame; Prevention of harassment; Basic security in the field; Advanced security and Human rights.
- Provide a minimum consultation, guidance, and advice, and support to designated authorities, managers, supervisors, and employees in areas of performance management, Human Resource personnel investigations, corrective action and discipline, grievance process, meetings, reasonable accommodations, and classification and compensation.
- Manage new employee onboarding process; create, modify, and maintain presentations and materials; conduct onboarding on the first working day of each pay period in conjunction with entry-level professional HR staff, ensuring all necessary hiring and policy paperwork is filed and/or routed appropriately.
- Provide equal opportunity and nondiscrimination technical assistance to ESD managers, supervisors, and staff.
- Independently review and audit appointment letters and schedule changes created by entry-level professional HR staff.
- Independently run routine monthly and ad hoc reports from UNPD HRMS.
- Provide consultation to managers, supervisors, and employees on a variety of HR topics including compensation; classification; policy, rule, and CBA interpretation; date calculations; appointment and employment information; probationary and trial service periods; general inquiries; etc.
- Stay current and maintain a good understanding of nondiscrimination and Human Resources policy and procedures.
- Respond to email, telephone, voicemail, and in-person requests and inquiries through the centralized HR email Inbox, HR main line telephone, and HR office from employees, supervisors, managers, internal and external customers, and the public.
Administrative Manager
Etablissements Mayanama Khodi
01.2013 - 01.2015
- Human Resources tasks.
- Hire, schedule, and assign work of team members; train, orientate, and instruct in proper.
- Establish team performance standards, evaluate employee performance, and recommend corrective actions when necessary.
- Leave, classification, compensation management.
- Administrative Tasks.
- Manage and schedule appointments, filter phone calls and screen visitors; Respond to requests and information questions.
- Office support: (photocopying, writing, receiving, filing and shipping documentation), receiving and directing visitors.
- Management of client information bulletins (nights and rest).
- Fill in the monthly statistics sheets of the clients (nights and rest).
- Transmit the identities of the customers in the official service books of the State.
- For control of the Hotel ex: DGM; ANR; TOURISM; ENVIRONMENT etc.
- Manage all personnel leaves, employee records and archives, establish the time sheet and manage employee's payment and Recruitment of new staff.
Travel Assistant
Comexas Afrique, RD Congo
01.2010 - 12.2012
- Administrative and clerical support operations and travel support operations.
- Schedule, maintain, and update calendar events independently.
- Prepare meetings for the executive or team independently.
- Execute expense management activities independently.
- Assess and advocate for office space needs independently.
- Plan and organize internal and external programs and events and manage event logistics in collaboration with internal partners and external vendors.
- Complete travel coordination tasks independently.
- Monitor and manage Travel and Expense transaction data and ensures proper accountability of expenditures on a month-to-month basis.
- Assist employees to ensure that their business travel purchases and expenses are in compliance with Comexas policies.
Education
Bachelor of Science - Political and Administrative Science
Universite Chretienne Cardinal Malula/UCCM
Congo-Kinshasa09-2017
MBA - Business Administration
Washington State University
Pullman, WA12-2026
Certificate - Paid Family and Medical Leave
Employment Security Department
Olympia, WA01.2022
Certified - Unemployment Insurance
Employment Security Department
Lacey, WA04.2021
Certificate - Customer Service 101
Universal Class
Puyallup, WA03.2019
Certificate - Administrative Assistant 101
Universal Class
Puyallup, WA03.2019
Certificate - ESL
Congo American Language Institute
Congo-Kinshasa 12.2018
High School Diploma -
Institut Technique Sociale De Ngiri-Ngiri
Congo-Kinshasa 07.2002
Skills
- Service Schedule Coordination
- Teamwork and Collaboration
- Collaborative Team Player
- Resolving Problems and Incidents
- Analytical and Methodical
- Defect Analysis and Resolution
- Microsoft Windows and Office
- Verbal and Written Communication
- Customer Service Support
- Service Desk Team Management
- Incoming Call Management
- Customer Communication and Empathy
- Account Administration
- Social Service
- Human Resource general practice
- Online Chat Support
- Friendly and Patient
- Time Management
- Customer Needs Assessment
- Conflict Resolution
- File Management Software
- Creative Issue Resolution
- Tracking and Documentation
- Issue and Resolution Tracking
- Interpersonal Skills
- Attention to Detail
- Help Desk Support
- Error Detection
- Employee benefits laws
- New employee enrollment
- Written and oral communication
- Recruitment support
Accomplishments
- Achieved [Result] by introducing [Software] for [Type] tasks.
Summary - Professional Objective
A motivated administrative professional seeking a position in a challenging environment. Over 8 years of experience successfully providing administrative, Human Resources, Customer Service, Social Service and secretarial support to the operational department. Proficient in a wide range of administrative support. Well-developed customer service skills. Proven ability to efficiently plan and manage multiple assignments to meet tight deadlines. A proactive problem-solver who gets the job done. Detail-oriented administrative driven to resolve claims fairly while representing interests of employer. Conducts thorough and informed investigations, precisely evaluates losses and negotiates settlements that satisfy diverse parties. Builds and maintains professional and productive relationships and works to understand potentially conflicting points of view.
Timeline
Benefits Specialist (Remote)
Employment Security Department/ LCD Division
01.2022 - Current
Unemployment Insurance Specialist (remote)
Employment Security Department / UI Claim Center
04.2021 - 12.2021
Bilingual Customer Service Representative (Remote)
Nintendo of America
03.2020 - 03.2021
Employment Development Specialist
Work Source Pierce
02.2019 - 02.2020
Administrative Assistant (Logistics)
Centers for Disease for Disease Control and Prevention, CDC-Congo-Kinshasa
10.2017 - 12.2018
Human Resource Consultant
United Nations Development Program/UNDP, Congo-Kinshasa
02.2015 - 09.2017
Administrative Manager
Etablissements Mayanama Khodi
01.2013 - 01.2015
Travel Assistant
Comexas Afrique, RD Congo
01.2010 - 12.2012
Bachelor of Science - Political and Administrative Science
Universite Chretienne Cardinal Malula/UCCM
MBA - Business Administration
Washington State University
Certificate - Paid Family and Medical Leave
Employment Security Department
Certified - Unemployment Insurance
Employment Security Department
Certificate - Customer Service 101
Universal Class
Certificate - Administrative Assistant 101
Universal Class
Certificate - ESL
Congo American Language Institute
High School Diploma -
Institut Technique Sociale De Ngiri-Ngiri
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