Call Center Human Resources
Resume:
ANGELIA JUDKINS
MORENO VALLEY CA. 92557
**********@*******.*** 323-***-****
To obtain a position where my skills and experience can be utilized to help improve overall productivity and manageability.
SKILLS: Computer skills include Microsoft/Word. Excel and Outlook, ACES, PowerPoint, Amazon Workspace, Fieldglass, Smartsheet, Workday, Virtual Contact Center (VCC)
Effectively providing written commutations to employees and management. Time Management Skills – Ability to instruct employee on effective time management and setting priorities.
EXPERIENCE:
Maximus
June 2022-Present -Call Center Supervisor
Introduction and training new remote agents via Teams channel and zoom
Providing zoom meeting with agendas providing day to day directions
Reviewing and approving timesheets in Fieldglass and Deltek for payroll via (VCC) Verizon Contact Center Tracking System.
Familiar Human Resources applications including Workday also iCIMS Applicant. Document in Smartsheet and proficient with Microsoft Office applications
Employee Communication log documenting skill sets attendance and adherence activities
Monitoring and coaching call center agents for growth potential in Workday
Documenting and reviewing productivity and case completion in Amazon Workspace (AWS)
Reviewing and providing resources Salesforce and Teams
Handles situations which may require adaptation of response or extensive research according to customer response.
Assist the California Employment Development Department in auditing claimant certification weeks for potential discrepancies.
and benefit overpayments.
Review and audit a claimant’s potential overpayment status based on complex financial information by evaluating wages and earnings.
Process claims with confirmed eligibility issues for potential adjudication/determination by the Employment Development Department (EDD)
Document findings, along with actions taken to supplement case notes.
Randstad
Maximus Atlanta, Ga
December 2021- June 2022 –Fact Finding Temporary Agent
Review and research claim information and identify information received on unemployment claims
Prepare reports (TPU) Total and partial unemployment documents
Fact finding for late filing, backdating, wages, false statements on claims
Inbound and outbound contact to claimants and employers
Making recommendation on eligibility, disqualification or clarification
Ensuring the program timelines for each claim completion
Attend all training to ensure processing accuracy
Review unemployment insurance claim data provided by claimants and employers
Analyze claim information to determine the cause of outstanding issues and determine next steps to resolve these issues
Recommend eligibility determination based on code, policy, procedures, and complex financial information by evaluating wages
and earnings
Made outbound calls as needed to interview employers, claimants, and/or third-party administrators for information and verification claims.
Document claimant and employer interactions, along with actions taken to supplement case notes
Collaborate with subject matter experts to address unique issues
Exercised confidentiality and professionalism when providing scripts
Handles situations which may require adaptation of response or extensive research according to customer response.
Answernet.com-Remote Riverside, Ca
October 2020-Present –Customer Service Representative/ Call Center Agent
Maintaining a positive, empathetic, and professional attitude toward customers always.
Assist clients with their PEBT card transactions
Responding promptly and accurately to customer inquiries for scheduling a COVID-19 vaccine appointment for the New York State Health Department.
Provide accurate information on claims to customer inquiries for the EDD Unemployment Benefits.
Communicating with customer’s information regarding accounts wit the (EPT) benefit card and transaction history.
Assist clients with the application process for the NYRAP-New York
Rental Assistance Program
Acknowledging and resolving customer complaints.
Processing forms, applications, and requests.
Documenting customer interactions, transactions, comments and complaints.
Providing feedback on the efficiency of the customer service process.
Ensure customer satisfaction and provide professional customer support.
Use of Oracle, VCC, Mattermost, Paycom, Telegram and Xcally Motion
Employment Development Department- California State Disability Insurance Long Beach Ca January 2010– September 2018
Insurance Program Manager 1 / Workers Compensation/Appeals / Overpayment Manager
• Provided excellent customer service to internal and external customers
• Supervised administrative clerical support staff, Workers compensation Representatives, Appeal Representatives
• Interpreted and instruct polices and procedural information to employees.
• Provide direction and communication for upcoming trainings and projects regarding potential
changes in the Workers Compensations s and Appeals unit.
• Processed, reviewed and audited a variety of employee’s claim transactions, documents and records via database. Oversee day to day operations.
• Create documents on Microsoft Word and Outlook for reports and memorandum.
• Supervised, directed and instruct staff in training opportunities, diversity, sex harassment and
EEO policy and regulations
• Approve and evaluate payroll submission while explaining procedures and policy.
•Conduct selection process and interviews.
•Conduct train and perform ergonomic evaluations to staff and management.
•Provides full authority for personnel actions
•Provided Individual Development plan to each staff each year
•Use of SCDB, Chubs, HWDC, Microsoft, Outlook
Employment Development Department- California State Disability
Insurance Long Beach Ca (CONTINUED) May 2002 – December 2010
•Worker Compensation / Appeals Representative/On-the Job Trainer /Claims Representative
•Communicated effectively with public either in person or via phone
•Research pertinent information to present in the Worker Compensation Appeals Court
•Processed reports, memos, and letters.
•Investigate payments and ratings
•Attend and represent State Disability Insurance Department as a hearing Representative before the ALJ (Administrative Law Judge) in Appeals court and Workers Compensation’s hearing
•Create, maintain, and enter information into databases
•Exercised confidentiality and professionalism while providing excellent customer service
EDUCATION
1979 - 1986 1976 - 1978 Los Angeles Southwest College Los Angeles Ca Business - General Education
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