Education
Master of Science: IT Management, Western Governors University – Salt Lake City, UT — 01/2024

Experience
– Adjudication team lead – State of Washington-Employment Security Department 07/2024 to present
Lead and manage a team of 10 adjudicators, providing guidance, support, and performance feedback, resulting in a 20% increase in case resolution efficiency.
Oversee the implementation of adjudication policies and procedures, maintain quality control, and liaise with stakeholders to address escalated issues, resulting in a 15% improvement in operational efficiency.
1) Adjudicator – State of Washington-Employment Security Department 08/2020 to 03/2022 and, 10/2023 to 07/2024
2)UTAB (Unemployment insurance application) tester
Conducted in-depth analysis and application of laws and statutes to resolve complex unemployment insurance issues, ensuring accurate and just decisions, with a 95% accuracy rate.
Spearheaded the investigation of 50+ questionable claims, enhancing the integrity of payment authorizations by reducing fraudulent claims by 30%.
Leveraged technical acumen to develop and implement process improvements, increasing operational efficiency by 25% and improving customer service response times by 20%.

– Pubic benefits specialist – State of Washington – DSHS — 01/2023-10/2023
Provided critical support and guidance to 100+ clients navigating public benefits, improving access to necessary services and increasing client satisfaction by 25%.
Implemented Data-Driven Decision Making: Analyzed client data to identify trends and patterns, optimizing the allocation of resources and improving the accuracy of benefits distribution by 15%.

– Assistant Manager – Hertz Car Rental, Lynnwood, WA — 05/2019 to 06/2020
Managed cross-border application development projects, enhancing system functionalities and user experience through comprehensive project planning and user testing, resulting in a 25% improvement in system efficiency and user satisfaction.

– Client Performance Associate, Frontline Technology Group – Seattle, WA — 11/2018 to 04/2019
Identified and communicated product development opportunities based on technical support interactions, resulting in a 20% improvement in product features and customer satisfaction.

– Assistant IT Manager , Tehran Municipality — 02/2008 to 01/2014
Managed cross-border application development projects, enhancing system functionalities and user experience, resulting in a 25% improvement in system efficiency and user satisfaction.

– IT Project Manager, Ariooshka Studio — 12/2002 to 10/2005
Designed, engineered, and supported various IT projects, serving as a key technical resource, and successfully delivered projects on time and within budget, enhancing client satisfaction.
Enhanced project delivery processes through strong leadership, ensuring continuous improvement and development, leading to a 30% increase in project delivery efficiency.

Skills
– Technical Skills:
Coding, Agile Methodologies and, Technical Expertise & Product Knowledge
– Management Skills:
Project Management, Financial Management, Cross-Functional Team Collaboration
– Interpersonal Skills:
Customer Success & Relationship Management, Analytical & Communication Skills and, Detail-Oriented with Strong Organizational Abilities

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