Wanda Johnson
Collinsville,Illinois
Summary
Dynamic professional with a proven track record at EQUIFAX Workforce Solutions, excelling in compliance reporting and client relationship management. Demonstrated expertise in wage audit processing and problem-solving, achieving a 98.67% average score on UI Integrity audits. Adept at influencing and enhancing customer satisfaction through effective communication.
Overview
33
33
years of professional experience
Work History
Delivery Driver
DoorDash/Uber
St. Louis, MO
04.2021 - Current
- Deliver food and goods to customers and businesses
- Strategize delivery routes using GPS technology to ensure timely delivery of orders
- Adhered to safety driving rules to sustain excellent driving record and minimize accident risk
- Communicated with customers to enhance satisfaction and address inquiries
- Collaborated with Dash Support staff to resolve food order issues and ensure timely service
Team Lead-Wage Audits/ Interim Manager
EQUIFAX Workforce Solutions
St Louis, Missouri
10.1993 - Current
- Led team of 9 employees as Interim Manager
- Manage wage audit processing of state, federal and special agencies
- Monitor metrics to include productivity, audit rating and security
- Collaborate with other team leaders for completion of projects
- Serve as subject matter expert for internal and external clients
- Allocate clients to team members based on wage audit specialist workload
- Maintain Google drive daily and weekly SAS 70 reports to ensure UI (unemployment integrity) compliance
- Develop workarounds for state-specific (LA) wage audit processes
Unemployment Hearings/Claims Consultant
EQUIFAX Workforce Solutions
St. Louis, MO
10.1993 - Current
- Receive, prioritize and process hearing notices, hearing decisions, unemployment claims, and other unemployment related documents
- Participate in unemployment hearings based on case issues
- Interpret and apply case information based on state unemployment law, provisions and regulations for investigative and adjudication purposes
- Compile 2nd Stage Appeal letters for Referee/Board of Review to support client cases effectively
- Respond timely to state agencies according to UI (Unemployment Insurance) Integrity/Compliance
- Adhere to mandated state deadlines based on specific unemployment form type
- Execute specialized procedures for Fortune 500 companies, including United Parcel Services, ensuring compliance of unemployment regulations.
- Collaborate with Corporate and centralized HR personnel to obtain job separation information for unemployment cases
- Verify and analyze client information stored on a PC for processing purposes
- Built rapport with clients and state agency representatives, enhancing customer service experience.
- Discuss strengths and weaknesses of unemployment compensation cases with client witness
- Facilitate implementation of special procedures for clients, contributing to reduced and maintained low unemployment tax rates
- Demonstrate excellent analytic, problem solving and critical thinking skills
- Maintain 98.67% average score on individual UI Integrity audit
Education
Associate - General-Interdisciplinary Studies
Columbia College
Columbia, MO05-2014
Skills
- Customer relationship management
- Problem solving
- Metrics monitoring
- Production monitoring
- Task delegation
- Customer service
- Performance tracking
- Problem resolution
- Compliance reporting
- Unemployment regulations
- Appeals compilation
- Delivery efficiency
- Client allocation
Timeline
Delivery Driver
DoorDash/Uber
04.2021 - Current
Team Lead-Wage Audits/ Interim Manager
EQUIFAX Workforce Solutions
10.1993 - Current
Unemployment Hearings/Claims Consultant
EQUIFAX Workforce Solutions
10.1993 - Current
Associate - General-Interdisciplinary Studies
Columbia College