Valerie T. Wood662 207th Ave, Somerset, WI 54025

651-303-7324

Objective

Dedicated Specialist 2 demonstrating a solid understanding of the skills and abilities needed to be successful in the industry.

Core Competencies

Time management Strong work ethic Problem solvingTeam player Decision making Analytical skills

Skills

Supervisory experience Customer Service Document managmentAudit Collections Business process developmentPublic Speaking Training ReimbursementUnemployment claims processing Legal Affairs Telephone scoringAdjudication scoring Collaboration Workers’ compensation

Technical Skills

Proficient with Microsoft Office (Word, Excel and Outlook) UI SystemCapture Software Imaging Adobe10-Key (9400 kpm) Typing (90 wpm) Social Security interfaceFileNet

Education & Training

St. Paul College St. Paul, MNLegal Secretary Diploma

First Aid & CPR Certified

Facilitator Certificate

ExperienceMinnesota Department of Employment & Economic Development 2008-2015Customer Service Specialist II 2011-2015Appeal Specialist I 2009-2011Operation Analyst 2008-2009

Act as a font line staff leader by facilitating the administration of the UI ProgramProvide exceptional customer service in high volume call centerResearch fact finding to determine various issues related to unemployment insurance claimsProvide resources to staff to assist in resolving difficult or complex cases for employers and applicantsReview unemployment law decisions to ensure correct processingProvide outside department presentations for dislocated workersImplement lean projects to streamline workflowDesign and implement training lessons and instructional materials Review and update business processesIdentify and conduct training needs for staffTrain staff on company business processesCross train staff on imagining, document coding, indexing, mail processing and capture softwareDelegate workflowMonitor and score productivity and quality of work Oversee and provide assistance to 3 specialist 1’s and 65 staff membersParticipate as a subordinate team member during high peak seasonsCollected over 2.5 million in workers’ compensation settlement repaymentsMaintain knowledge of all relevant federal and state performance standardsInform and assist information technology staff regarding system related issues affecting workflowProvide weekly maintenance on all scanning machines to ensure functionality

JOB DUTIES: Front line staff leader facilitating consistent administration of the UI Program on a statewide basis in accordance with Department goals, objectives and policies so that a high level of integrity is maintained and all employer, applicant and customers receive timely, complete and accurate service. Evaluate and analyze business and/or system processes, planning and implementation of improvements that have a direct impact on the statewide program. Research and devise resolutions of highly complex or unique issues where the correct application of law and policy to the situation is ambiguous or unclear or where no standard business process exists. Design, plan, implement and evaluate training for staff on a cross functional basis to provide understanding of the law, policies and procedures necessary for the processing of Unemployment Insurance. Review, develop and revise all business processes within the UI Program. Develop and maintain detailed working knowledge of all relevant state and federal laws and policies pertaining to the administration of unemployment insurance benefits. Perform additional miscellaneous tasks so accounts and requests for payment processed timely and that UI records accurately reflect the status of the applicant and/or employer account.