Experience

Justworks

• United States
• Human Resources Services
• 700 & Above Employee

• Director of Unemployment Insurance

  • Jun 2022 - Present

  New York, New York, United States



AlphaStaff

• United States
• Human Resources Services
• 100 - 200 Employee

• Unemployment Claims Supervisor

  • Aug 2021 - Jun 2022

  Sunrise, Florida, United States Develop and implement efficient strategies to control and manage cost associated to multi-states unemployments claims (SUTA management). Train, coach and develop unemployment claim specialist(s). Educate leadership on claims processes, compliance requirements and best practices. Work collectively and collaboratively with all departments involved in the claimant’s employment lifecycle and leverage technology to continuously create efficiency. Provide, create content and deliver training to… Show more Develop and implement efficient strategies to control and manage cost associated to multi-states unemployments claims (SUTA management). Train, coach and develop unemployment claim specialist(s). Educate leadership on claims processes, compliance requirements and best practices. Work collectively and collaboratively with all departments involved in the claimant’s employment lifecycle and leverage technology to continuously create efficiency. Provide, create content and deliver training to clients based on trends identified in the unemployment claims management process. Prepare, coordinate, and represent clients during multi-state unemployment hearings. Vendor software management to create more efficiency and cost negotiation.

• Unemployment Claims Specialist

  • Jan 2017 - Jun 2022

  Sunrise, FL Expert liaison between customers and state’s unemployment agencies. Analyze and respond to claim-related documents within pre-determined time limits, preparation and representation in unemployment hearings in all states within the United States. Expert with SIDES for seamless timely claims, determination, earnings verification, appeals, hearing and benefits charge statement management using advance knowledge of PEO and client reporting strategies for each state. Ensure compliance… Show more Expert liaison between customers and state’s unemployment agencies. Analyze and respond to claim-related documents within pre-determined time limits, preparation and representation in unemployment hearings in all states within the United States. Expert with SIDES for seamless timely claims, determination, earnings verification, appeals, hearing and benefits charge statement management using advance knowledge of PEO and client reporting strategies for each state. Ensure compliance with federal and/or state laws, regulations and/or agency rules, standards and guidelines to maintain integrity in the process and maximum effectiveness in tax savings. Solid SUTA management skills. Other areas of management includes detailed audit of all state’s unemployment benefit charge statements for accuracy, Tax Rate Notice evaluation and appeals, New Hire Audits, Wage and Benefit Audit Management, Continued Unemployment Claims Training and Development and Employment and Income Verifications. Link to Indeed profile: https://my.indeed.com/p/kannw-xf17dlw



Sitel Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Coach

  • Dec 2015 - Dec 2017

  pompano beach florida Manage daily call center operations for multiple clients • Advises senior management about call center performance, recommendations for improvements and analysis of all statistics • Manage budget and understand the impact of decisions and actions based on the overall company financial performance • Maintain knowledgeable of industry standards, monitor and review best practices and make changes as necessary • Provide integrated customer care services focused on delivering a return on investment… Show more Manage daily call center operations for multiple clients • Advises senior management about call center performance, recommendations for improvements and analysis of all statistics • Manage budget and understand the impact of decisions and actions based on the overall company financial performance • Maintain knowledgeable of industry standards, monitor and review best practices and make changes as necessary • Provide integrated customer care services focused on delivering a return on investment to clients by reducing service cost, improving customer retention and increasing revenue • Prepared budget reports and tracked call center expenditures • Responsible for site profitability and achieving results by leveraging processes including continuous improvement and Lean Six Sigma with quartile and outlier management • Interpretation of call center data and developed strategies accordingly • Management of any campaign migration or new business implementation • Achieve client and corporate service, quality, inclusive culture and contribution goals, financial, metric and associate satisfaction goals Show less



Convergys

• Call Center Manager

  • Dec 2011 - Nov 2016

  Tamarac Florida Coached and developed agents to effectively resolve customer's issue while maintaining a professional and friendly demeanor. Consistently to meeting client's expectation while building and strengthening relationships. Monitor schedule adherence real time while maintain agent's productivity to positively impact revenue. Meet with clients to calibrate on ideas to improve performance daily. Comply with 4 hours of talk time at a mastery level. Reduce Staff turn over by building professional… Show more Coached and developed agents to effectively resolve customer's issue while maintaining a professional and friendly demeanor. Consistently to meeting client's expectation while building and strengthening relationships. Monitor schedule adherence real time while maintain agent's productivity to positively impact revenue. Meet with clients to calibrate on ideas to improve performance daily. Comply with 4 hours of talk time at a mastery level. Reduce Staff turn over by building professional relationships to increase loyalty of employees. Awarded employee of the month for three consecutive months for my role in driving high customer service satisfaction. Awarded quality contributor each year on my yearly appraisal. Worked on all three lines of business throughout my tenure with the company Provide customers with information imperative to continuing service beyond their 14 day buyer remorse period. Systematic complete transaction that are done through guided instructions. Wireless equipment troubleshooting. Promote willingness to recommend products and services for customer family and friends.Investigate orders offline and follow up on escalations. Show less