Amy Saumur
Ashland
Summary
Dynamic and results-driven professional with extensive experience at the State of Illinois - Dept of Employment Security. Proven track record in training and developing teams, enhancing customer service, and resolving complex issues. Adept at performance tracking and effective communication, ensuring compliance and operational excellence in high-pressure environments.
Overview
22
22
years of professional experience
Work History
Field Office Supervisor
State of Illinois - Dept of Employment Security
05.2022 - Current
- Supervise and coach a team of Customer Service call center representatives.
- Train new staff on all aspects of Unemployment claims and software used by the Agency.
- Enter and verify staff patrol.
- Review and approve staff requests for time off.
- Oversee all aspects of CSC ( Claimant Service Center) operations, ensuring timely completion of projects within budget constraints.
- Ensured compliance with agency policies and required annual certifications and trainings for staff.
- Assist manager with routine Employee Performance Evaluations.
- Subject matter expert of UI Claims. Available to staff for questions and problem solving as issues arise with claimants.
- Escalate matters as required to different departments for resolution.
Employment Security Specialist - I
State of Illinois - Dept of Employment Security
08.2014 - 05.2022
- Answered calls from claimants who are participants in Special Programs offered by IDES.
- Filed , maintained and corrected all types of claims for benefits including Unemployment Claims, Trade Readjustment Allowance (TRA) claims , Combined Wage Claims, Pandemic Unemployment Assistance (PUA claims) , Federal Extension Claims ( EUC), Additional Benefits ( AB) claims.
- Processed & Audited payments for RTAA supplemental pay for those over 55 not enrolled in TRA training.
- All other office duties as required
- Processed minor adjudication issues
- Problem solved missing or voided payments to ensure claimants were paid properly.
- Processed and forwarded Appeals for Benefits to the Appeals department for scheduling.
Employment Security Program Representative
State of Illinois - Dept of Employment Security
04.2012 - 08.2014
- Senior Unemployment Insurance Representative , responsible for training new personnel and assisted with problem solving issues.
- Access claimant needs and determine appropriate services needed.
- Process routine , complex and special claims including Interstate , military , federal and combined wage claims.
- Verify work authorization permits with department of Homeland Security
- Adjudicate issues for claimants receiving Social Security or Pension.
Employment Security Program Representative
State of Illinois - Dept of Employment Secuity
11.2002 - 04.2012
- Process routine , complex and special claims including Interstate , military , federal and combined wage claims.
- Access claimant needs and determine appropriate services needed.
- Provide referral , placements and follow-up services for job orders and training programs.
- Verify work authorization permits with department of Homeland Security
- Adjudicate issues for claimants receiving Social Security or Pension.
- Provided one-on-one communication with clients using sign language.
- Audit Work Opportunity Tax Credit ( WOTC) certifications.
- Provided re-employment services to special populations such as Veterans & the formerly incarcerated.
Education
High School Diploma -
George Steven Academy
Blue Hill, MEAssociate of Science - Business Management
Lewis And Clark Community College
Godfrey, ILBachelor of Arts - Liberal Arts And Sciences
Southern Illinois University, Edwardsville
Edwardsville, ILSkills
- Positive attitude
- Customer service
- Effective communication
- Training and development
- Task delegation
- Multitasking Abilities
- Onboarding and orientation
- Complex Problem-solving
- Performance tracking and evaluation
- Organizational skills
- Team collaboration
Affiliations
- West Central IL Leatherneck Det #1177 USMC League
Languages
American Sign Language
Elementary
Timeline
Field Office Supervisor
State of Illinois - Dept of Employment Security
05.2022 - Current
Employment Security Specialist - I
State of Illinois - Dept of Employment Security
08.2014 - 05.2022
Employment Security Program Representative
State of Illinois - Dept of Employment Security
04.2012 - 08.2014
Employment Security Program Representative
State of Illinois - Dept of Employment Secuity
11.2002 - 04.2012
High School Diploma -
George Steven Academy
Associate of Science - Business Management
Lewis And Clark Community College
Bachelor of Arts - Liberal Arts And Sciences
Southern Illinois University, Edwardsville
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