Make claim / customer eligibility determinations and manage on-going claims for an assigned caseload of Family Medical Leaves, STD and through capturing medical information, applying appropriate provisions, following legal guidelines, and leveraging expert resources
Communicate with employees, employers, and various medical professionals to gather information regarding the application for, payment of, and ongoing management of Family Medical Leave benefits
Conduct an evaluation of all absences, including a review of all medical information, and determine whether to approve or deny
Maintain Leave and absence information in the system, including comprehensive activity notes, correspondence, and payments.
Priority Fulfillment Services Web INC
Team Lead
09.2015 - 01.2019
Job overview
Supervise day to day operations in a Contact Center Environment
Assist with consumer related issues and handled escalations as needed
Monitor each agent and provide coaching to develop and improve call handling
Calibrate consumer interactions with clients and internal leadership
Evaluated employees' strengths and assigned tasks based upon experience and training
Recruited and hired top performers to add talent and value to department
Applied customer feedback to develop process improvements and support long-term business needs
Accomplished multiple tasks within established timeframes
Maximized performance by monitoring daily activities and mentoring team members.
Priority Fulfillment Services Web INC
Customer Service Representative
05.2012 - 09.2015
Job overview
Answer member requests concerning services, products, billing, equipment, claims, and report problem areas
Utilizes mechanized systems to initiate and complete service orders and handle customer requests
Tracked orders.
Dillard's
Sales Associate
03.2010 - 04.2012
Job overview
Helped customers locate products and checked the store system for merchandise at other sites
Prepared merchandise for the sales floor by pricing or tagging
Engage with customers to build rapport and loyalty
Accurately processed POS transactions, returning coin, currency, payment cards and receipts to customers
Processed product returns and assisted customers with other selections.
Education
Collin County Community College
Plano, TX
Associate Of Business Administration
Skills
Efficient and Detail Oriented Up-selling and Cross Selling