As a Small Business Ombudsman, I provide guidance on workers' compensation coverage requirements and help businesses find the right insurance options. I assist businesses in disputes with their insurance providers, guiding them through appeals processes when needed. Additionally, I conduct outreach to educate businesses and their advisers on their rights and responsibilities under workers' compensation laws, empowering them to navigate the system with confidence and ease. My goal is to simplify compliance and support businesses every step of the way.

I educated stakeholders and customers about their rights and benefits under Oregon’s workers' compensation system. I investigated disputes and addressed complaints and inquiries from injured workers, medical providers, attorneys, employers and government agencies regarding the administration of the workers' compensation law. My responses were based on thorough research and investigation, aiming for timely and effective resolutions.

I provided quality customer service to employers, insurers, and vocational counselors, handling requests for conferences, postponements, and dispute resolutions. I created and managed electronic templates using Microsoft Word, process agreements for the Preferred Worker Program, and accurately data-entered worker information. I tracked workers' progress in vocational rehabilitation, issued demand letters to insurers as needed, and effectively resolved issues with incomplete or unclear information through collaboration and problem-solving.

I pursued outreach opportunities, such as job fairs and workshops, and prepared for events by managing promotional items and supplies. I attended these events to educate employers, workers, and partners about the Preferred Worker program. I updated the program's Facebook page with job listings and program information, acted as a primary contact for employers on job listings, and managed the iMatch program by adding and updating posts. I also developed reports and Excel spreadsheets to track program success.

I maintained a thorough understanding of program functions, policies, and procedures and served as the key contact for program contracts, reporting, and data management. I coordinated program operations by implementing and ensuring compliance with policies and procedures. I supported grant preparation by reviewing and processing documents, and performed centralized reporting for city grants quarterly. I generated summary reports from the ClientTrack database, composed and edited documents, and acted as a liaison with other departments and the community. Additionally, I arranged and prepared for meetings, workshops, and training sessions, including material assembly and minute-taking.

I greeted visitors, answered questions about services, and made referrals within the community. I screened clients to determine eligibility and scheduled appointments for those who qualified. I created screening tools that enhanced efficiency and were adopted by all five centers. I kept up-to-date with resource information and shared it with clients and team members. I tracked funding using spreadsheets, ensured data quality with the ClientTrack database, and managed center supplies.

I built and maintained relationships with both casual customers and businesses, leading a team to achieve customer service and sales goals. I consistently exceeded monthly sales targets and led my team to rank in the top 100 sales within Staples. I operated various machines daily, including copiers and faxes, and fostered professional relationships with high-level customers. I used Salesforce to track Business Discount Program customers, conducted weekly follow-ups, and managed departmental budgeting and supplies.

I managed customer issues and complaints, performed Manager on Duty tasks including store opening and closing, and handled cash and register overrides. I operated the money room, conducting nightly till counts and managing deposits. I led a team of cashiers, ensuring high performance in rewards penetration, service plans, and sales, and motivated co-workers to achieve their personal goals through incentives and games.

I processed weekly zero balance counts, maintaining out-of-stock items below 0.08%. I handled Return to Vendor and Return to Warehouse items by submitting RMAs to vendors and managed all returns and damaged items.

I greeted customers with a friendly attitude, promoted the Staples rewards program to meet sign-up goals, and provided high-level customer service, receiving compliments. I sold service plans on electronics and frequently won incentive-based contests.