I have worked in the customer service industry for over sixteen years for three different agencies, two were private sector and the current one with the state. I have developed many great qualities over the years that have helped move up the ladder with my current employer. I possess excellent verbal skills both in English and Spanish, excellent phone etiquette, have experience in looking/training a group of people as I have assisted our trainers in multiple occasions with classes in training. I feel that with my vast experience in customer I possess sufficient experience to fulfill agency a position in management with our agency. I have excellent work ethics, I possess the capability to mentor a team and I work welol with others. My positive attitude and positive energy will most definitely help any team I am placed in charge of to succeed. I enjoy sharing my knowledge with others and encourage others to learn more of the unemployment processes.
|
|
As a CSR IV I evaluate others work in processing and investigating unemployment insurance claims. Provide technical and unemployment program assistant to CSR's and claims examiners. Process and investigate non monetary cases for initial unemployment claims , additional claims and reopened claims. Assist with other duties as assigned like assisting in training department and assist management with interviews of new applicants applying for work with the agency, by playing role of a claimant and following a script.
As a CE II, I worked as an investigator. I was assigned Non-Mon cases for ability, availability, renumeration, validity cases and school suppression cases (BW/SW). I was required to review cases and make contact with claimant and employer, interview both parties to obtain necessary facts to reach a decision on the Non-Mon case with quality abiding by TUCA regulations. Working on Non-Mon cases taught me how to review Non-Mon cases for quality and ensure that the case passes DOL regulations. As needed by agency I would assist with intake call volume and MCT call volume. As a CE II, I learned a lot about being multi tasked and working in a fast paced enviornment. I learned that I am self driven and can work with little to no supervision. My cases were worked on timely and efficiently and met all my deadlines on time.
As a CSR III I Provide knowledgeable responses to telephone inquiries in a courteous and professional manner in English and Spanish. Followed established and documented policies and standard operating procedures such as processing claims for Regular UI, Military and Federal Claims, EUC claims, TRA claims, and DUA claims adhering to TUCA rules and regulations and responding to numerous phone inquiries about claimand payment status.Other duties as a CSR III was to adjudicate on Non-Mon cases such as ability and availability cases assigned by myself that were established while assisting claimant during tele-serv transaction. I also performed other related duties as assigned by my supervisor like making outbound calls to concerned claimants that needed additional help as required by state office. I mentored, coached and assisted with development of CSR II representatives that needed further training, I would provide feedback to management regarding elements and behaviors observed and discussed. As well, I would assist in the training lab for new hires, inquiry and tele-serv my duties were to provide complete and correct information to the trainee about the skill being trained and communicate with management of any performance or behavior needs.
As a CSR II I Provide knowledgeable responses to telephone inquiries in a courteous and professional manner in English and Spanish. Followed established and documented policies and standard operating procedures such as processing claims for Regular UI, Military and Federal Claims, EUC claims, TRA claims, and DUA claims adhering to TUCA rules and regulations and responding to numerous phone inquiries about claim and payment status. I also performed other related duties as assigned by my supervisor like placing outbound calls to concerned claimants that needed additional help as required by state office. I mentored, coached and assisted with development of CSR II representatives that needed further training, I would provide feedback to management regarding elements and behaviors observed and discussed. As well, I would assist in the training lab for new hires, inquiry and tele-serv my duties were to provide complete and correct information to the trainee about the skill being trained and communicate with management of any performance or behavior needs.
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
Companies Worked For:
School Attended
Job Titles Held:
Degrees
