Dynamic bilingual professional with 10+ years of experience in customer service, claims management, and employee support across corporate, medical and retail environments. Recognized for improving process efficiency, reducing claim resolution times, and delivering exceptional client experiences. Adept at managing complex cases, translating between English and Spanish for diverse teams, and leveraging technology platforms to ensure compliance and accuracy. Proven ability to adapt in fast-paced environments while maintaining a customer-first approach.
• Coordinated associate leave and benefits cases, ensuring timely and compliant processing in accordance with policy and state regulations.
• Provided empathetic support and clear communication to employees regarding benefit eligibility and return-to-work planning.
• Served as bilingual liaison to ensure accurate understanding of care and leave policies among English and Spanish speaking employees.
• Coordinated service scheduling and claim validation, ensuring seamless communication between customers, insurers, and service teams.
• Provided compassionate customer assistance while maintaining accuracy in claim records and compliance documentation.
• Handled high-volume inbound and outbound communications with attention to service quality and timely resolution.