Adia N Finley
Apple Valley
Summary
Over 10 years of experience in customer service and 4 years in Management which includes service coordination, teaching and training in government and non-profit organizations. Strengths include innovative customer program development, strong policy and procedure implementation, clear, analytical decision-making, and a passion to create opportunities for people in the communities in which we live and work.
Overview
19
19
years of professional experience
Work History
Employment Program Manager
Employment Development Department
San Bernardino
05.2021 - 09.2025
- Supervised and coordinated the activities of staff involved in claim filing, determinations, appeals, and adjustments. Operated unit and covering other units according to all appropriate departmental regulations, policy, and procedural updates. Trained staff , evaluated performance, and monitored production levels of staff assigned to the unit by reviewing daily work output informally, maintained daily and monthly productivity records for staff, and conducted regular formal evaluations utilizing the Field Office Basic Evaluation System (FOBES). Lead the daily workload for the entire office which included analyzing and distributing workloads based on staffing levels to Claim Filing Staff. Participated as a workload Liaison for the Unemployment Branch and was appointed to a Disaster point of contact manager lead for Disaster claims. Conducted monthly unit meetings and engaged in frequent informal contacts with staff at which time information is shared, questions answered, and staff given the opportunity to interrelate. Disseminated information to staff via email, TEAMS, or memos. Performed record keeping, de-escalation techniques, and conflict resolution. Also performed disciplinary measures as needed
Employment Program Representative
EDD Workforce Services
Victorville
07.2019 - 05.2021
- Directs customers at the America's Job Centers of California (AJCC) and other partner locations that have Internet access to other service areas, which may include Unemployment Insurance (UI), Disability Insurance (DI), other Employment Development Department (EDD) services and workforce preparation resources.
- Accepts, reviews and routes complaints to appropriate entity in accordance with the Workforce Services Complaint System Manual.
- Provides priority of service to veterans that come into the America’s Job Centers of California (AJCC) as the first point of contact.
- Develops, prepares, delivers, and facilitates lessons on Workforce Service functions, programs and other subject matters using computer, MS Office Suite programs, audio/video equipment, and a range of reading materials.
- Develops an Employment Plan with the client to identify bona fide barrier(s) to employment and develops a course of action to overcome the barrier(s).
- Monitors progress and provides intensive placement services to meet program goals.
- Completes and submits monthly and quarterly reports to coordinator in Central Office.
- Provides assistance in preparing and conducting seminars, workshops, job fairs, conferences and targeted recruitment.
- Contacts event speaker(s), obtains biography and topic information.
- Prepares, reproduces and mails flyers for seminar promotion.
- Maintains the local database of current membership in the Employer Advisory Council, Chamber of Commerce, and other organizations.
Employment Program Representative
EDD Unemployment Insurance
San Bernardino
09.2009 - 07.2019
- Authorized payments or provided information on claim status through (ICC) Informational Call Center telephone system.
- Reviewed, investigated, and determined if an individual is eligible or ineligible to receive (UI) Unemployment Insurance benefits in accordance with Unemployment Insurance laws, rules, regulations, and procedures.
- Informed customers and employers of their rights and responsibilities under the Unemployment Insurance program.
- Assisted customers who are unable to use self-service equipment/programs.
- Acted as liaison to customers with questions pertaining to other Employment Development Department programs.
- Verified Cal-Jobs resumes that were submitted and verified work search guidelines have been met.
Developmental Therapist
Nevada Early Intervention
Las Vegas
08.2006 - 09.2009
- Provided service coordination activities, determined eligibility, participated in the development and implementation of the Individual Family Service Plan (IFSP), facilitated the development of the Transitional Plan to part B services by attending Individual Education Plan (IEP) meetings, coordinated services across agencies.
- Provided individualized special instruction.
- Instructed and managed developmental play groups for clients and community members.
- Managed and completed Child Abuse Prevention and Treatment (CAPTA) referrals/including intake referral interviews to determine Part C eligibility.
- Conducted case management & maintained high caseload.
- Assisted families with government assistance programs & school enrollment, school schedules, resume building, & job referrals & assistance programs.
- Conducted parent education workshops.
Education
Bachelor's Degree - Education
University of Nevada Las Vegas
Las Vegas, NVMaster’s - Counseling
University of Phoenix
Ontario, CASkills
- Project management
- Staff training
- Workflow coordination
- Claims processing
- Report generation
- Customer service
Timeline
Employment Program Manager
Employment Development Department
05.2021 - 09.2025
Employment Program Representative
EDD Workforce Services
07.2019 - 05.2021
Employment Program Representative
EDD Unemployment Insurance
09.2009 - 07.2019
Developmental Therapist
Nevada Early Intervention
08.2006 - 09.2009
Bachelor's Degree - Education
University of Nevada Las Vegas
Master’s - Counseling
University of Phoenix