Mark Costello Email and Phone Number

•Develop all training, procedure, and policy materials for unit•Oversee customer service team and complete employee evaluations and other related reviews•Work collaboratively with the Chief of Staff to assess unit performance and generate weekly revenue and performance reports for Agency Director•Assist all stakeholders referred by Secretary’s office and assign follow up work as necessary•Process all initial unit appeals and determine appeal adequacy•Work with enforcement team to ensure effective enforcement practices and tools are utilized•Collaborate with partners at MassHealth to ensure program efficiency•Create and manage all unit website content

• Provide legal and technical support to adjudicators and managers agency wide• Review adjudication decisions to ensure compliance with federal and state law, and process redeterminations when applicable• Research and respond to all inquiries from attorneys from various law firms representing clients• Write and distribute policy memorandum to management staff• Staff telephone line dedicated to providing assistance to municipalities throughout the Commonwealth in regards to unemployment and benefit charges• Partake in special projects assigned by the Executive Office

•Provide assistance in the implementation of the Unemployment Insurance online system•Provide continuous customer service in a busy call center environment and walk-in center•Assist claimants in filing for unemployment benefits, reopens, and extensions•Exercise judgment in determining eligibility for claimants

• Opened and processed home loan referrals from clients including BOA and RBS Citizens• Supported a team of seven attorneys and prepared them for court• Provided customer service to clients via phone, email and client based software systems• Composed and distributed legal documents filed with the Massachusetts Land Court

• Researched cases of employment discrimination• Analyzed information regarding Complainants, including financial records and insurance documents• Wrote technical case briefs and executive summaries for Complainants and Respondents • Recommended actions to the Commissioner in cases of discrimination• Communicated with defense attorneys to gain information necessary to proceed with cases

Part-time job during school.

• Conducted intake interviews with recently arrested individuals• Assisted with docket entries • Gathered pertinent information at court arraignments

Summer work.

• Analyzed potential partnership opportunities to expand global conservation awareness• Administered contact database and company Facebook Account• Reviewed company expenses and processed reimbursement accounts• Assisted with Watershed to Ocean mapping project

•Ensured accuracy of product packaging•Data entry•Entered billing information into Quickbooks system