Adrian Johnson

• Maintained accurate records of all FMLA leaves taken by employees including filing documents into appropriate folders.
• Monitored changes in state or federal laws governing family medical leave act requirements.
• Drafted letters to inform claimant about their rights or decisions made regarding their claim.
• Communicated regularly with supervisors, managers, HR personnel and other stakeholders to provide updates on status of employee's FMLA leave request.
• Conducted research to obtain information related to FMLA claims processing as required.
• Interpreted state and federal laws regarding employee rights under the Family Medical Leave Act.
• Compiled, reviewed and processed FMLA leave requests to ensure compliance with the Family Medical Leave Act.
• Participated in meetings with management teams to discuss progress on claims processing activities related to FMLA cases.
• Responded promptly to inquiries from claimants concerning their rights under the family medical leave act.
• Delivered exceptional customer service to clients by communicating information and actively listening to concerns.

• Employee Intake process to open FMLA Claims
• Verify Eligibilty for FMLA Claim
• Educate callers on entitlement of FMLA
• Respond to call by providing correct benefit and status information
• Maintain company requirements for handling of calls, including handle time and talk time
• Document the call efficiently with detail into software database
• Identify and research claim errors and appropriately send written adjustments to correct departments

Account management of past due accounts.

Assisted in payments, and setting up payment arrangements to ensure accounts remain active.

Help with new product information, sales and retention.

Answer 30-70 calls daily.

• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Processed payments and applied to customer balances.
• Negotiated to collect balance in full.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Researched accounts and completed due diligence to resolve collection problems.
• Maintained high volume of calls and met demands of busy and productive group.
• Used probing techniques to determine debtors' reasons for delinquency.
• Achieved performance goals on consistent basis.

Responsibilities:

• Took between 30-50 inbound calls daily, answered customer questions regarding product setup, trouble shooting and billing questions

Skills Used:

accessing several systems simultaneously, listening with empathy and problem solving skills

• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Collected customer feedback and made process changes to exceed customer satisfaction goals. Provided accurate and appropriate information in response to customer inquiries.Demonstrated mastery of customer service call script within specified timeframes.
• Addressed customer service inquiries in a timely and accurate fashion.Maintained up-to-date records at all times .
• Built customer loyalty by placing follow-up calls for customers who reported product issues. Properly directed inbound calls in phone queues to improve call flow.

• Operated with safety and skill to avoid accidents and delays.
• Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.

Verified and logged in deadlines for responding to daily inquiries. Updated patient accounts and information on a daily basis..Developed more

efficient filing systems and customer database protocols.

• Properly directed inbound calls in phone queues to improve call flow.
• Built customer loyalty by placing follow-up calls for customers who reported product issues.
• Maintained up-to-date records at all times. Addressed customer service inquiries in a timely and accurate fashion. Demonstrated mastery of customer service call script within specified timeframes. Provided accurate and appropriate information in response to customer inquiries. Made reasonable procedure exceptions to accommodate unusual customer requests. Collected customer feedback and made process changes to exceed customer satisfaction goals.

• Completed a daily pre-trip inspection checklist before first delivery of the day. Selected the most efficient routes in compliance with delivery instructions and fuel policy. Presented customers with bills and receipts and collected payments for goods delivered. Checked vehicle's fluid levels and tire pressure and scheduled any required repairs.
• Established long-term customer relationships through prompt and courteous service. Operated motor vehicles in a safe and efficient manner.
• Verified loads against shipping papers. Operated heavy equipment, including forklifts, stair climbers and pallet jacks. Obtained signatures needed to complete and process all paperwork in a timely manner.
• Answered customer questions regarding shipments. Reported any errors found on delivery documents to supervisor.