Sandra Conners Email & Phone Number

Galveston, Tx, Us

United States

Houston, Texas, United States

Greater Milwaukee Area

Directed claims program activities with the Claims Director for coordination of unemployment services. • Managed and coordinated the work of supervisors and other staff to address incoming claimant and customer calls and ensure proper and timely payments are delivered. • Responsible for management of complex phone systems and of sophisticated and complex industry specific call center tools and programs.• Implemented and managed issue resolution processes, worked on program and policy development and implementation and coordination of state policies and federal laws and regulations, and assisting in program planning, evaluation, program improvement, program budget and all personnel matters from payroll to disciplinary issues. • Worked with other departments, other federal, state and local agencies and any required liaisons with the media, public, professional or special interest groups and governmental groups to provide information on UI Claims programs and the Benefit Operation Bureau. • Responsible for ongoing operation of center/facility related to planning, coordination, operation, safety and security and maintenance through positive working relationships with other departments, vendors, agencies and contractors.

Madison, Wisconsin Area

• Responsible for planning and directing activities to manage the Wisconsin Unemployment Insurance Program Integrity (fraud) unit. • Worked to initiate, recommend and implement law changes for effective functioning of the fraud program. Tasked to interpret legal requirements into methods and procedures, oversee the special investigation and adjudication of complex fraud investigations, initiate prosecutions and develop and enhance the section’s mainframe programs. • Coordinated work within and outside the bureau, as well as with other Wisconsin agencies, other states and with federal agencies to meet identified program integrity goals. • Provided liaison with State, Regional and National offices in designated Benefit Payment Control matters. • Responsible to assign activities/tasks within the section, establish performance standards, monitor performance, provide feedback identify areas needing improvements and make needed adjustments, interview, select and train staff.

Greater Milwaukee Area

• Responsible for supervision of two groups - specialists handling incoming calls for unemployment benefits and specialist processing all incoming documentation relating to the claims we take. • Directed team of specialist and a lead worker in taking accurate and complete unemployment claims, assisting claimants and employers with questions relating to their claims/accounts and our program. • Managed, assigned and monitored staffing and assignments to ensure the timely processing of incoming documentation and balanced workload.• Responsible for annual reviews and associated reward/disciplinary actions for staff.

Greater Milwaukee Area

• Responsible for handling claims from claimants and employers to initiate a claim or assist with questions, provide direction/clarification regarding claims, answer program related questions.• Provided impeccable customer service and assistance for incoming calls and to other departments and divisions as needed. • Performed review and resolution of unemployment issues to determine claimant eligibility for benefits through application of state statutes and administrative code. • Conducted fact-finding interviews with claimants, employers and other relevant parties to gather and clarify facts on decision that need to be made or issue that need further investigation. • Provided customer service to claimants and employers.

Bachelor'S Degree-Double Major, Business Management And Management Of Criminal Justice

Public Administration