Dwayne Taylor

• Facilitated knowledge transfer among team members by leading training sessions on new tools, techniques, or industry best practices relevant to the role of Technical Consultant.
• Enhanced system performance by identifying and resolving technical issues through troubleshooting and root cause analysis.
• Managed multiple projects simultaneously while prioritizing deadlines effectively under pressure through meticulous organization skills and time management.
• Collaborated with cross-functional teams to complete complex projects on time and within budget constraints, meeting or exceeding project requirements.
• Increased client retention rate by building strong relationships through effective communication, understanding their goals, and delivering tailored technology solutions.

The FML Claims Case Manager I is responsible for proactively managing Leave of Absence programs and individual FML cases based on plan provisions, state and federal guidelines, and established protocols. This position interacts and consults with key partners including: Clients, Claimants, Nurse and Disability Case Managers, Risk Management. The FML Claims Case Manager I recognize the importance of compliance and regulatory adherence, customer service, and the financial social and psychosocial implications of leave administration.

• Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
• Documented and communicated timely claims information while supporting accurate outcomes.
• Conducted thorough investigations of complex claims, gathering evidence to support decision-making processes.
• Mentored new hires on company policies/procedures enabling them to quickly become proficient in managing claims.

• Collaborated with FML Team to identify opportunities for process improvement and increased efficiency based on the data provide via system reports.
• Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
• Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
• Implemented predictive analytics techniques that enabled proactive adjustments to business strategies based on emerging trends.

• Set FMLA leave manager's performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.

• Accomplished multiple tasks within established timeframes.
• Enhanced client satisfaction by resolving disputes promptly, maintaining open lines of communication with Leave Managers and Team Leaders, and ensuring high-quality service delivery.
• Developed a strong company reporting system which gave senior management data to drive FML business.
• Mentored Leave Managers for career advancement, fostering a pipeline of future leaders within the organization.
• Oversaw FMLA metrics, optimizing daily task production, and presented monthly metrics to senior management.