Nancy Sinnott Email and Phone Number

Department of Employee Trust FundsBenefit Initiation Section

Customer service skills. Excellent verbal and written communication skills. Abiliity to effectively investigate claimants and employers to determine a satisfactory outcome pertaining to eligibility of employment claims. Knowledge and ability to follow WI unemployment law and guidelines in making determinations on claims. Time management and balancing quality and productivity expectations.

Provide direct leadership of up to 40 front line claims staff and coordination of day to day operational responsibilities.Ensure achievement of quality customer service and provide in depth knowledge of policies and procedures in organization and claims adjudication process. Coach, motivate, educate, mentor, and develop professional claims staff.Provide feedback in relation to performance measures and personal development for staff. Includes quality reviews of claims on regular or as needed basis.Assist internal and external customers with in depth claim issues and understanding policy/certificate language.Respond to attorney correspondence and Office of Commissioner of Insurance complaints/customer complaints.Responsible for projects as required, i.e.: Claims Cares - volunteer project; vendor training and referrals; Volunteerism, Vendor Training, Generalist Project, other AHIP designation follow up; Access report administrator; Black Belt project - generalist; etc. Green Belt and Black Belt projects as assigned.

Supervisor, Customer Service Written (Dispute)Received department "Operations Excellence Award" for outstanding team management.Support/cover management duties for a period of 6 weeks or greater.Coordinate statistical reporting of daily/monthly department activities.Perform monthly progress reports and annual reviews for staff, as well as disciplinary action.Suggest, develop, and initiate programs to increase productivity and timeliness.Coordination and implementation of staffing and projects.Coach/train team member for professional development and daily duties.Act as liaison between staff and upper management.Participate in all meetings pertaining to new processes as well as business review meetings.Interview and hire new staff members and discuss benefit packages and company policy with new and current staff.

Registration of new/supplemental claims.Decision making in claims situations. To include, contacting members, doctors, Credit Unions, and employers for information pertaining to said claim.Respond to Credit Unions and members in resolution of claims and processing.Establish working relationships with Credit Unions.Balance and analyze daily, weekly, and monthly reports.Disburse benefits for claims. Locate and retrieve documents necessary for claim review.Suggest opportunities/changes in practices to overall enhance the department and procedural improvements.

Provide operational support/service on plastic card programs - over 60 Credit Unions, national and major accounts exclusively.Research various issues and correct discovered discrepancies.Suggest new products and marketing services.Maintain positive working relationship with internal and external customers.Earned outstanding customer service awards monthly and rated outstanding on surveys returned by Credit Union customers.Train and mentor all new hires within the department.Back up to the supervisor and manager.

Part of Self Directed work team responsible for maintaining all aspects of the credit and debit card programs. Including, but not limited to: chargebacks, issuance, transmissions, budgeting, lending, maintenance, project management and marketing. Communicate and provide excellent customer service to members, vendors, and internal staff on a daily basis through education, sales, and meeting customer needs.Career began as receptionist, promoted to first call center in CU, and promoted to Visa within first year.

E-5Train and educate new staff in the Radiological Control Field.Provided general administrative support.Electric shop, generators & motors, sound analysis, and electrical repair and maintenance.