Alisa Bledsoe APHR, BSBA
Canton,OH
Summary
I have over 20+ yrs of customer service and call center experience. Successful human resource candidate with expertise in leave of absences. Adept at building and maintaining positive relationships with employees and management. Strong organizational skills, committed to adhering to relevant laws and regulations, and providing excellent service to those I serve.
Overview
11
11
years of professional experience
Work History
HR
Live Support Assciated, Amazon.com
10.2020 - Current
- Employee Resource & DLS - OH - Virtual, Serve as the support contact for Amazon employees with questions about their time away from work due to illness or quarantine
- Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of customer focus
- Build customer trust by empathetic handling of sensitive issues
- Resolve queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate when these cannot be resolved
- Handle customer absence claims end to end and contact customers to inform them of the resolution, when appropriate
- Assess new claims and make accurate classifications about the type of absence required
- Contact employees as needed and keep them updated on the status of their claim
- Ensure all tasks and decisions are rendered within SLA
- Navigate ambiguous claim requests and apply good judgment about how to apply policy and regulations to the case in question
- Being the SME (Subject Matter Expert) for US & CANADA CRC
- SWEEPERS project - auditing and making corrections to incorrect case processing
- CANADA/MEXICO end to end case management
- DML ticketing request of pay for approved leave of absences
- Extension creation when needed
- Lead of escalations for CANADA
- Lead of CANADA's Workman's Compensation project
- Data diving into US COVID Pay issues
- Lead of SOP updates for CANADA
- Lead of CANADA COVID Pay reconciliation task team
- Partner with LS RT team, executive escalation team, and ethical escalation team
- Strong verbal and written communication between myself, employees and stakeholders
- Address and handle all escalations related to pay and leave duration
- Processing of leaves regarding FMLA, medical , personal , and state eligibility.
Customer Service Team Lead
CloudOne
07.2020 - 09.2020
- Monitoring phone calls and coaching on ways to better assist the customer and the agent's overall performance.
- Performing side by sides to help agents develop a better workflow
- Assisted with the hiring of the needed staff
- Assist in determining what shifts were needed to cover business needs amongst agents and team leads
- Performing bi-weekly personal improvement plan sessions, assisting the agents in progressing towards their KPIs
- Coaching agent to company metrics by using progressive improvement plans (PIPs.)
- Developing metric standards be analyzing data to better help the company meet standards/goals.
Verification Supervisor
Advance Financial
12.2019 - 03.2020
- Monitor agent loan approvals
- Monitor agent check cashing approvals
- Weekly audit of agent loans
- Perform bi-weekly side by sides to view agent workflow and help improve where needed
- Perform weekly 1on1 reviews with agents to discuss stats
- Perform monthly team meetings.
Quality Assurance Lead
Advance Financial
10.2014 - 12.2019
- Monitor phone calls to ensure customers are receiving world class service and accurate information about our product
- Auditing loans to ensure the accuracy of loan approval
- Main point of contact when there is a concern/feedback from the management team of all departments
- Main point of contact when there is a concern/question within our team internally
- Address all disputes related to both call and loan audits.
Payment Agent
Advance Financial
03.2012 - 10.2014
- Taking inbound and placing outbound calls
- Assisting customers with taking payments
- Assisting customers with setting payment arrangements when they are unable to make their payments
- Assisting customers with setting up a payment plan when unable to bring the account current with one lump sum payment.
Education
Bachelor's of Science - Business Administration in Human Resource Management
Western Governors University
Salt Lake City, UT07.2023
Associate - Professional Human Resources
Nashville State Community College
Nashville, TN01.2021
Skills
- Quality Assurance
- Salesforce
- Human Resources
- Auditing
- Customer Service
- Call center management
- Administrative experience
- HR Policies
- Employment Law
- Eligibility Requirements
- Document Employee Information
- Claims Reviewing
Timeline
HR
Live Support Assciated, Amazon.com
10.2020 - Current
Customer Service Team Lead
CloudOne
07.2020 - 09.2020
Verification Supervisor
Advance Financial
12.2019 - 03.2020
Quality Assurance Lead
Advance Financial
10.2014 - 12.2019
Payment Agent
Advance Financial
03.2012 - 10.2014
Bachelor's of Science - Business Administration in Human Resource Management
Western Governors University
Associate - Professional Human Resources
Nashville State Community College
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