Alisa Torrisi

• Evaluate Suffolk’s existing diverse legacy systems to identify workflow, communication, and resource utilization issues
• Conduct thorough reviews of operations to determine improvement strategies
• Identify risks and develop solutions that eliminate conflicts and issues
• Team with disciplinary leaders to outline quality improvements
• Team with all HR staff to outline current operations and gain buy-in for quality improvements
• Responsible for constructing training materials on leave of absence processes for HR Business partners
• Acquired expertise through a self-directed learning approach in various Office 365 Business applications, including SharePoint, Microsoft Lists, Power Automate, PowerApps, Microsoft Forms, and Microsoft Teams
• Tracked and analyzed user data leading to the build and implementation of operational improvements to leave and ADA business processes using Office 365 Business applications
• Developed automated, scheduled, instant, and approval workflows by customizing workflow tasks and process behaviors between applications
• Designed task management system for Corporate HR Officer (CHRO) for use between HR's Learning and Development, Onboarding, Operations, and Recruitment teams
• Working to create and update departmental SOPs to comply with state and federal regulations
• Continuing to track and analyze user data to determine ways to optimize day-to-day HR processes, including benefits, and implement strategic HR plans and technology solutions

• Reviewed internal systems and organized training plans to address areas in need of improvement
• Conducted extensive research to find leave tracking system solutions to the company's leave of absence management concerns
• Used major critical thinking and problem-solving skills to reshape the job responsibilities
• Built content and established leave business processes using MS Office 365 SharePoint Team site channels
• Designed SharePoint List leave of absence tracker and integrated with Microsoft teams, channels, Planner, and Forms
• Developed workflow automation applications by customizing workflow tasks and process behaviors between Teams channels, Lists, Planner, and Forms
• Responsible for constructing training materials on the leave of absence process and Microsoft Teams channels for HR Business partners
• Proved successful working within tight deadlines and a fast-paced atmosphere

• Provided end-to-end case management services, reviewed medical documentation to determine leaves in compliance with the corresponding leave plans, federal and state laws, and benefit plans as defined by Amazon
• Leveraged duration guidelines, best practice tools, and Amazon resources to support oversight of a leave event as appropriate
• Facilitated a smooth return to work plan for employees returning to the workplace
• Responded to employee impacting issues that arose and ensured that proper communication occurred
• Identified and solved problems that arose, occasionally with limited information

• Maintained communications and provided advice to all levels of management with recommendations for handling employee absences
• Managed and administered payroll calculations for all employees on leave while upholding strict payroll processing deadlines
• Oversaw and approved clearances for employees return to work
• Composed reports and correspondence that documented and ensured precise communication between employees, managers, Human Resources, and outside contractors

• Assistant Customer Service Manager serving as the team’s LOA resource
• Answered client specific questions and trained and developed staff
• Functioned as liaison between all parties involved in LOA programs
• Consistently achieved 98% satisfaction rates in customer satisfaction surveys
• Created training modules and trained FMLA Leave Manager's to build strong skills and knowledge of FMLA, state, and company policies, and review documentation for approvals and denials while adhering to legal compliance and confidentiality
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills
• Adjusted equipment to meet different productivity levels.
• Directed and supervised team of 15+ engaged in mentoring and skill development
• Mentored and guided employees to foster proper completion of assigned duties
• Conducted training and mentored team members to promote productivity and commitment to friendly service
• Promoted high standards through personal example to help each member understand expected behaviors and standards
• Reviewed, implemented and updated company records related to team activities for future reference
• Worked with team to identify areas of improvement and devised solutions based on findings
• Trained Customer Service Representatives to set up new incoming disability, FMLA, ADA, or company leave cases, collect data and function as an information resource to callers
• Ensured team members provided exceptional customer service to all incoming calls to the Service Center
• Recommended and implemented a process change that increased training efficiency by 50%
• Upgraded team lead responsibilities and standards
• De-escalated issues between clients, employees, and team members

Leave Manager Float:

• Provided ongoing support to a variety of teams and clients based on business needs
• Continued to perform FMLA Leave Manager duties
• Gained knowledge of multiple clients and their related business practices; became adept at jumping from client to client and providing seamless service to each

Leave Manager:

• Maintained case oversight by acting as the critical communication link for all parties in FMLA client absence programs including employees, client companies, health care providers, and clinical partners
• Developed strong skills and knowledge of FMLA, state, and client company policies
• Ensured legal compliance and confidentiality and reviewed documentation for approvals and denials
• Developed a reputation for having excellent communication skills and understanding the nuances of each client’s specific policies and needs

• Ensured that exceptional customer service was provided to all incoming calls to the Service Center
• Set up new incoming disability cases, collected data and functioned as an information resource to callers
• Came quickly up-to-speed on the company software and disability regulations; became the “go-to” person at the Service Center when others needed assistance in handling disability claims
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Maintained and managed customer files and database
• Offered advice and assistance to customers, paying attention to special needs or wants
• Developed customer service policies and procedures to meet and exceed industry service standards
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management
• Clarified customer issues and determined root cause of problems to resolve product or service complaints
• Utilized customer service software to manage interactions and track customer satisfaction
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
• Handled customer inquiries and suggestions courteously and professionally