Emily Hurtado Email and Phone Number

As an PUA (Pandemic Unemployment Assistance) Business Analyst, aided customers and provided services to the public in accordance with quality and quantity standards mandated by various laws, rules and Federal regulations. Worked with claimants seeking unemployment to examine claims issues, answer questions and concerns, and make determinations to resolve complex or unusual problems related to eligibility for Unemployment Insurance benefits. Integrated claims using a Mainframe and Intranet database tools. Answered calls using the Verizon InContact Softphone call center manager Developed training and reference documentation Used the VMWare Horizon Client and RSA SecureID to connect to the remote environment and adjudicate claims. Used Slack to communicate between immediate team and larger project team.