Dorothea Williams

• Establishes FMLA claims; tracks and codes documentation in accordance with internal workflow processes.
• Sending out applicable correspondences regarding the status of employee's leave request.
• Analyzes FMLA claims to determine eligibility and certification in compliance with state and federal regulations.
• Track time off due to all Leave of Absence including but not limited to: Workers Compensation, Parental Leave.
• Process employee separations
• Act as point person for employees with inquires about Leave of Absences and engages in the interactive process with employee if necessary.

• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Filing new Workers Compensation, Short Term Disability and FMLA claims.
• Gathering relevant information to support claim to send to claim examiner.
• Documented all information gathered and uploaded data to company database for efficient processing.
• Report New Absences .
• Checking to see if new claim information has been received.

• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and accurately.
•Assisted customers with iPhone activations
•Assisted customers with troubleshooting their iPhones, iPods, iPads, iMacs , and Apple watches when they were having technical issues

 •Assisted customers with adding AppleCare to their devices.
•Assisted customers with downloading and removing apps and music to their Apple products.
•Discussed account activity with the customer and addressed billing concerns.
•Assisted customers with Password resets for their Apple ID.

•Assisted customers with billing issues on their iTunes store accounts. 

•Processed Refunds. 

•Assisted customers with the purchase of apps and iTunes gift cards.

• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and accurately.
•Assisted customers with iPhone activations
•Assisted customers with troubleshooting their iPhones, iPods, iPads, iMacs , and Apple watches when they were having technical issues. 

•Assisted customers with adding AppleCare to their devices.
•Assisted customers with downloading and removing apps and music to their Apple products.
•Discussed account activity with the customer and addressed billing concerns.
•Assisted customer with Password resets for their Apple ID.

•Access the company databases and provide instructions to customers to determine the root cause of their problem.
•Multi-task and interact with other departments to resolve customer needs.
•Answered customer questions and offered details about products and services while efficiently processing orders and managing account details.
•Discussed billing concerns with customers.
•Processed credit and debit card payments for monthly service.
•Scheduling appointments and service calls.
•Verify customer account information and update necessary information, as needed.

•Built long-term customer relationships and advised customers on purchases and promotions.