Ellen Dass

Experience

• 

  Professional Automotive

  Jun 2000 - Nov 2001

  Assistant Manager

  Supervised a team of three including automotive painter, mechanic, and body-technicianCoordinated claims and payments with insurance companies. Prepared customer repair estimates and provided payment options. Provided office communication, interacting with local businesses, customers, insurance companies, and attorneys. • Maintained inventory and managed ongoing vendor relationships• Processed payroll, accounting, and general required business licenses and certifications

• 

  Cingular

  Oct 2005 - Jan 2006

  Customer Service Representative

  Provided customer-centric solutions, responding to questions, concerns, and billing inquiries. Maintained working knowledge of all products, services, and promotions. • Recommended enhanced features to customers including accessories, upgrades, and rate plans• Entered accurate data into operational systems to process purchases, collections, and payments

• 

  Texas Department of Public Safety

  Jan 2006 - Aug 2007

  Senior Clerk

  Managed customer communications regarding driving records. Maintained office compliance with several state statutes governing Driver Record information and Privacy Act.• Processed high-volume driver record requests, resulting in elimination of backlog of requests • Trained seven employees, a supervisor, and a section supervisor on processes and policies

• 

  AAA Texas

  Mar 2008 - Feb 2011

  Senior Member Services Counselor

  Assisted members in trip planning, membership issues, and billing. Booked domestic and international travel: Disney, cruises, railway, car rentals, hotel bookings etc. Processed member, travel, and insurance payments, cross-sold AAA products and services. Provided travel planning, information, resources, assistance, and general guidance. • Increased profits for South Austin and San Antonio North bookstores• Assisted members and non-members with services including cash transactions and benefits Show less

• 

  AAA Texas

  Apr 2014 - Aug 2016

  Branch Administrator

  Led a team of five, consisting of two service counselors and three travel agents. Provided ongoing training and coaching to assigned employees and served as a mentor to colleagues. • Managed bookstore including sales, inventory, and performance resulting in consistently exceeding quotas• Maintained accurate accounting records and administered branch budget

• 

  AAA Oregon/Idaho

  Sept 2016 - Jan 2020

  Greeted and assisted members with cashiering, travel store, membership, billing, reinstatement, and financial services. Communicated products and service benefits, making recommendations based on customer needs. Sold products available to members and non-members, including merchandise, memberships, travel money products, attraction tickets, and financial products.• Managed daily bookkeeping duties including deposits, inventory, and accountability• Assisted with store operations, inventory and month-end accounting procedures Show less

  • Department Team Lead

    Feb 2018 - Jan 2020

  • Member Services Representative

    Sept 2016 - Feb 2018
• 

  CODA, Inc

  Jan 2020 - Sept 2020

  Site Support Specialist

  Provide excellent customer service, facilitating effective connections to other resources and services. Check patients in for scheduled services, ensuring accurate demographic, billing and contact information while coordinating new patient intake and assessments and enter new patient information into health record system. Set agenda, write meeting minutes and run twice weekly team meetings.• Assist with Daily Balance Reports and bank deposits• Manage incoming and general outgoing communications Show less

• 

  Oregon Employment Department

  Sept 2020 - now

  • Launched a large-scale agency response to the COVID-19 Emergency Program by overseeing a team of up to 21 Claims Specialist staff.• Improved employee morale and performance through the integration of weekly 1-on-1 coaching sessions to mentor and develop staff • Collaborate with Executive level decision makers to project agency work while estimating labor force needs• Oversee various agency priorities associated to Pandemic emergency response• Worked with Communications and OED’s translation team to ensure all communication within Zendesk was accessible to multiple languages • Researched various business processes to recommend management actionProjectsZendesk/Contact usOversaw a team of staff that assisted with answering questions on a brand new platform while also developing new processes and procedures for communicating with claimants via message. Improved access to claimants with language barriers, computer illiteracy, and other barriers that prevented them from contacting us via phone. Zendesk Live ChatOversaw live chat within the claims unit that allowed for chat communication for English and non-English speakers while looking to expand to multiple languages. Department of Labor PUA/PEUC claim auditCoordinated cross-departmentally with other units to audit up to 75 claims from 2020 Covid-19 Pandemic to ensure laws, policies, and procedures were properly followed. Helped select staff to audit our unit’s claims, ensured they redacted as needed and provided proper documentation. Show less Lead to a team of 15 and multiple training cohorts as well floater lead for 3 other teams comprising of approximately 30 people each.Performance appraisal, quality control checks for various staff on different teams including all new trainees.Responsible for training new employees Provide additional training to longer term employeesCoaching, advising, and mentoring staff from multiple teamsCo-authored reference guide for wide-spread use amongst approximately 180 employee and new traineesManage escalations brought to me by multiple teams and managersHost meetingsManagement tasks when manager is out of the officeResponsible for my team and multiple training cohortsAdaptableRemote teamworkAbility to keep morale high during remote workMaintain confidentiality in working with extremely sensitive informationMaintain good working relationships with many teams and other departmentsEfficient time managementAbility to adapt to change wellTake responsibility for my mistakes and works to resolve themMaintain a working knowledge of federal and state unemployment lawsManagement judgement and responsibilityWork with others to resolve technical and computer issues.Monitor, supervise, and evaluate staffResponsible for understanding the agency's diversity goals and initiativesDevelopment of long and short range goalsWork closely with managers to maintain consistency within the agencyAssign work to staff to meet operational needsMentor and guide other leadsManage staff resourcesExperience communicating expectations to teams to meet performance standardsExperience addressing issues and providing solutions to complex programmatic inefficienciesCommitment to valuing diversity and promoting inclusionTake direction well Show less Assisted diverse individuals with unemployment and emergency benefits using inclusion and equity. Utilized a variety of equipment and systems to record claimant information, determine claimant eligibility, and process unemployment claims. Skilled to make judgment calls without supervision. Worked with other departments when necessary, remain calm in high-pressure situations, work claims to closure whenever possible, and kept detailed notes. Worked with systems such as Outlook, Mainframe, Excel, Word, OneNote, Adobe Acrobat, Adobe Connect, Skype for business and proprietary systems. Manage incoming and outgoing communications. Worked on special projects such as Contact Us, Weeks in Suspense, additional training as needed for colleagues. Assisted teammates with software, eligibility determination, and statutes related to our work.I’m treated as a co-lead for my team after only being on the job for 4 months. I have been assigned additional duties such as Quality Control for my team. I am able to connect with my team and my claimants without getting emotional. I have an excellent reputation for being a bridge builder. I excel in training new employees. I like to develop good working relationships with not only my team, but members of other departments so that we can share information. I have a passion for efficiency which also translates to analyzing information. I am adaptable to change and I have high standards for quality work. Show less

  • Principal Executive Manager B

    Oct 2021 - now

  • Claims Team Lead

    Apr 2021 - Oct 2021

  • Claims Specialist

    Sept 2020 - Apr 2021