Madison Surratt
Houston,TX
Summary
Results-driven professional with expertise in customer retention strategies and client relationship management. Recognized for delivering impactful solutions that enhance customer loyalty and satisfaction. Collaborates with cross-functional teams to achieve organizational goals and adapt to evolving business needs. Strong focus on conflict resolution and communication skills, ensuring effective problem-solving and maintaining positive relationships.
Overview
5
5
years of professional experience
Work History
Absence Management Specialist
ComPsych
03.2024 - Current
- Conducted initial intake interviews with clients to understand their FMLA eligibility and needs.
- Provided guidance to employees on their rights, responsibilities, benefits and obligations under the FMLA law.
- Reduced absenteeism rates with comprehensive policy enforcement and continuous monitoring.
Case Manager
Lasalle Network-Keller Postman LLC.
01.2023 - 02.2024
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Assisted attorneys with reviewing and organizing reports.
- Interviewed clients to obtain information relevant to cases.
Retention Specialist
DIRECTV
09.2021 - 12.2022
- Utilized CRM software to track customer interactions, record feedback, and monitor progress towards goals.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
Benefits Specialist
Centene
04.2020 - 11.2022
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
Education
High School Diploma -
Spring High School
05-2014
Timeline
Absence Management Specialist
ComPsych
03.2024 - Current
Case Manager
Lasalle Network-Keller Postman LLC.
01.2023 - 02.2024
Retention Specialist
DIRECTV
09.2021 - 12.2022
Benefits Specialist
Centene
04.2020 - 11.2022
High School Diploma -
Spring High School
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