Brittany Colon
Orlando,FL
Summary
Results-driven professional with progressive experience in customer service and compliance management, dedicated to delivering exceptional service to customers and team members. Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into HR initiatives. Strong communication and interpersonal skills and committed to pursuing best practices related to employee development and retention.
Overview
3
3
years of professional experience
Work History
Leave of Absence Coordinator
Sedgwick CMS
08.2023 - Current
- Company Overview: Results-driven professional with progressive experience in customer service and compliance management, dedicated to delivering exceptional service to customers and team members
- Ensures compliance with federal and state regulations (COBRA, HIPAA, FMLA, ADA, ERISA) while maintaining strict confidentiality of medical information; proficient in benefits administration and disability claims
- Manages a caseload of over 200 cases, leveraging organizational skills to assist colleagues in achieving a 50% reduction in department workload within six months; consistently exceeds expectations with audit and call evaluation scores of 98% or higher
- Promoted to a specialized department responsible for verifying the appropriateness of medical documentation for various leave types, including FMLA, LOA, Paternity, Bonding, Military, Personal, Bereavement, Family Care, and Medical/Disability; well-versed in Department of Labor regulations and state-specific laws
- Skilled in gathering and analyzing information from diverse sources—including employees, medical providers, and regulatory bodies—to make informed decisions; proficient in department-specific applications while adhering to quality and timeliness protocols
- Exhibits strong telephonic communication and customer service skills, adept at soliciting information and conveying decisions clearly and diplomatically; effectively researches and resolves leave-related issues, escalating when necessary
- Results-driven professional with progressive experience in customer service and compliance management, dedicated to delivering exceptional service to customers and team members
SR Service Center Representative
Sedgwick CMS
07.2021 - 08.2023
- Company Overview: Senior Customer Service Representative with extensive experience in oral and written communication, active listening, and analytical problem-solving
- Enhances customer experiences by employing service-oriented behaviors, understanding customer needs, and delivering customized solutions that foster rapport and loyalty
- Communicates professionally with customers via telephone and written correspondence regarding all aspects of the claims process, including required documentation, timelines, payment information, and claim status
- Assigns new claims to appropriate handlers and assists with initial Behavioral/Disability Health contacts to expedite processing
- Promoted from Service Center Representative within the first year, playing a key role in mentoring and training new hires, contributing to their success
- Collaborated on projects that resulted in a 70% reduction in department workload
- Collaborates with cross-functional teams to ensure smooth leave operations and effective communication across all departments
- Documents and faxes appropriate paperwork to associates and healthcare providers, ensuring compliance and timely processing
- Senior Customer Service Representative with extensive experience in oral and written communication, active listening, and analytical problem-solving
Education
Diploma -
Dr. Phillips High School
Orlando, FL05.2010
Skills
- Regulatory Compliance
- COBRA
- HIPAA
- FMLA
- ADA
- ERISA
- MS Office
- Microsoft Office
- Discretion and Confidentiality
- Time Management
- Attention to Detail
- Reliability
- Training and mentoring
Timeline
Leave of Absence Coordinator
Sedgwick CMS
08.2023 - Current
SR Service Center Representative
Sedgwick CMS
07.2021 - 08.2023
Diploma -
Dr. Phillips High School
Similar Profiles
Mark SilverthorneMark Silverthorne
Claims Team Lead at Sedgwick CMSClaims Team Lead at Sedgwick CMS
Amanda CaseAmanda Case
Care Team Representative at Sedgwick CMSCare Team Representative at Sedgwick CMS
Delja P MalangaDelja P Malanga
Claims Consultant at Sedgwick CMSClaims Consultant at Sedgwick CMS
Brittany GregoryBrittany Gregory
Claims Associate at Sedgwick CMSClaims Associate at Sedgwick CMS
Isaiah RenaudIsaiah Renaud
Sales Expert at T-MobileSales Expert at T-Mobile