ELYSE AVILA

• Serve as Informal Supervision (IS) Control Clerk, coordinating staffing schedules and reviewing documents for IS program
• Assist in daily office operations by managing correspondence and scheduling appointments
• Supported team members with document preparation and data entry tasks
• Organized files and maintained electronic records for easy retrieval
• Coordinated office supply inventory, ensuring resources were readily available
• Arrange regional staffing dates/times provided to multiple bureaus and departments
• Maintain and organize electronic filing systems for all IS staffings (accepted, denied, pending referrals)
• Create and refine procedures for IS case transfers; ensure compliance by following up with ER and IS Social Workers
• Support hiring efforts for Office Assistants and On-Call staff
• Train and mentor 4–6 clerical staff (Office Assistant and Senior OA), ensuring smooth onboarding and transitions
• Supervise designated backup staff member

• Managed office supplies inventory, ensuring timely restocking and organization
• Processed incoming correspondence, prioritizing and routing messages effectively
• Maintained filing systems, enhancing document retrieval efficiency and accuracy
• Create, locate, and manage case files; distribute mail and confidential correspondence
• Conduct client research using CMS, CalWIN, and Child Support databases
• Serve as backup Point of Contact for:

1. Bus pass distribution and tracking

2. Vehicle coordination and log updates

3. IS clerk duties (case plan entry, staffing coordination, assignment tracking, IS log updates)

• Enter drug test data into client files and manage records in TabFusion.

• Assisted claimants via phone regarding Unemployment Insurance (UI) applications and inquiries for two years.
• Managed high call volumes from multiple specialized queues.
• Performed key tasks such as:
  1. Lifting disqualifications
  2. Adding wages
  3. Changing claim effective dates
  4. Submitting recomputation requests
  5. Fulfilling document printout requests
• Guided claimants through various EDD program types, interpreting and explaining:

1. Policies

2. Procedures

3. Eligibility determinations

4. Appeal processes

• Documented detailed, accurate case notes after each interaction for continuity and quality assurance.
• Provided empathetic and professional customer service, even in difficult or emotionally charged calls.
• Redirected calls to the appropriate departments or queues as needed for proper resolution.
• Required in-depth knowledge of EDD operations, strong decision-making skills, and a commitment to public service.

• Coordinated and implemented evaluation practices for organizational assessments.
• Prepared and processed forms, reports, and essential documentation.
• Developed and maintained spreadsheets for performance evaluations, ensuring:
  1. Accurate data entry
  2. Data analysis
  3. Graphical representation of results
• Provided full administrative support, including:
  1. Handling incoming calls
  2. Maintaining office organization
  3. Managing filing systems
  4. Faxing critical documents
• Led a team of 3–5 data processors twice annually during large-scale data processing projects.
• Efficiently sorted and organized a high volume of survey forms with accuracy.
• Designed customized pre- and post-training surveys for providers attending company-led workshops and conferences.
• Compiled survey data and generated comprehensive reports for program analysis and evaluation.
• Developed and maintained filing systems, ensuring easy access to key documents.