Melina Padilla
Aurora,IL
Summary
Results-driven Claims Professional with expertise in short-term disability claims and customer service. Specializes in information evaluation, employee interviews, and clear communication with customers and claimants. Committed to making accurate, well-supported decisions while delivering exceptional service.
Overview
4
4
years of post-secondary education
7
7
years of professional experience
Work History
Senior Short-Term Disability Case Specialist
MetLife
, Illinois
06.2026 - Current
- Manage short-term disability claims by gathering and reviewing information needed to support accurate claim decisions.
- Evaluate gathered information against applicable claim requirements, policies, and procedures to support final claim determinations.
- Investigate claim information and compare details across available documentation to ensure consistency and completeness.
- Interview employees to obtain relevant details regarding their claim, work status, and supporting information.
- Reviewed case details to ensure adherence to company policies and support accurate claim decisions.
- Document claim activity, findings, and communications accurately while maintaining confidentiality and professional service.
- Facilitated communication between clients and internal teams to streamline claim processes.
- Assessed case outcomes to pinpoint opportunities for process improvements and enhance claim handling.
- Maintained detailed records of all case activities using appropriate software systems.
- Investigated alternative solutions for difficult cases while maintaining confidentiality.
Contact Center Representative
Consumers Credit Union
Aurora, IL
09.2025 - 05.2026
- Serve as the first point of contact for members calling the contact center.
- Answered customer inquiries regarding account services and transactions.
- Answered customer inquiries via phone, email, and chat.
- Assist with account inquiries, transaction questions, and balance information.
- Process transfers, payments, and account updates while ensuring accuracy and compliance.
- Provide clear communication and problem-solving to deliver a positive member experience.
- Resolved issues related to billing and payment processing efficiently.
- Resolved customer complaints in a professional manner.
- Educated customers on credit union products and services benefits.
- Identified opportunities to upsell additional products or services.
- Collaborated with team members to improve service delivery processes.
- Monitored incoming calls, emails and chats for quality assurance purposes.
- Utilized various software tools such as Microsoft Office Suite, Salesforce.
- Performed troubleshooting and problem solving for customer issues.
Plant merchandiser (Contract with Hampshire Farms)
Compass Staffing Solutions
Hampshire, IL
05.2025 - 09.2025
- Provided retail merchandising and support through Compass Staffing placement at Hampshire Farms.
- Supported store presentation, maintained plant care standards, and addressed customer service needs to enhance shopping experience.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Proposed innovative ideas and solutions that improved team collaboration and project outcomes.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked with cross-functional teams to achieve goals.
- Completed day-to-day duties accurately and efficiently.
- Operated equipment and machinery according to safety guidelines.
Short Term Disability Representative
The Hartford
Naperville, IL
08.2024 - 02.2025
- Served as a first point of contact for employees regarding short-term disability claims and policy questions.
- Guided employees in initiating claims, providing status updates, and accessing online portal.
- Navigated state-specific policies and employer procedures to provide accurate, individualized support.
- Resolved customer complaints promptly, fostering positive service experiences.
- Utilized CRM systems to track and document customer interactions accurately.
- Collaborated with team members to improve service processes and workflows.
- Provided technical support to customers on products or services offered by the company.
- Attended regular training sessions on relevant topics to stay updated with industry trends.
- Monitored incoming calls, emails and chats for quality assurance purposes.
- Assisted customers with policy inquiries and claims processes.
- Collaborated with teams to resolve customer issues effectively.
- Educated clients on insurance products and coverage options.
- Documented customer interactions accurately in the database.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
- Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
- Collaborated with colleagues across departments to meet customer needs effectively.
Customer Service Associate
Green Thumb Industries
Naperville, IL
04.2022 - 04.2023
- Assisted customers with product inquiries and order placements.
- Collaborated with team members to enhance service delivery processes.
- Educated customers on product features and benefits to improve satisfaction.
- Utilized point-of-sale systems to process transactions efficiently.
- Welcomed customers upon arrival and assessed their specific needs for assistance.
- Maintained a tidy and organized workspace, ensuring cleanliness and sufficient stock levels.
- Managed cash register transactions with precision during busy periods to ensure smooth service.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Executed supplementary tasks designated by management to support team objectives.
- Followed policies and procedures to meet or exceed established performance requirements.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Educated customers on special pricing opportunities and company offerings.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Maintained knowledge of current sales promotions and new product releases.
- Suggested product solutions based on individual customer needs.
- Handled large amounts of cash and balanced the cash drawer daily within prescribed balancing guidelines.
- Maintained customer privacy and protected company operations by keeping information private and confidential.
- Juggled several tasks concurrently while ensuring high accuracy and meticulous attention to detail.
Customer Service Associate
Verilife
Aurora, IL
02.2020 - 03.2022
- Managed customer interactions to enhance payment processing and loyalty program engagement.
- Resolved customer complaints through effective communication and problem-solving to improve customer satisfaction.
- Assisted customers with product inquiries and order placements, ensuring a seamless shopping experience.
- Educated customers on product features and benefits to improve satisfaction.
- Educated customers on special pricing opportunities and company offerings.
- Maintained cleanliness and organization of work area to ensure efficiency.
- Processed transactions efficiently at cash register during busy periods.
- Utilized point-of-sale systems to process transactions efficiently.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Followed policies and procedures to meet or exceed established performance requirements.
Education
High School Diploma -
West Aurora High School
06.2009 - 08.2013
Skills
- Short-Term Disability Claims
- Claims investigation
- Claim Decision Support
- Policy navigation
- Documentation accuracy
- Policy compliance
- Employee Interviews
- Information gathering
- CRM & Claims Systems
- Microsoft Word & Excel
- Customer service
- Conflict resolution
Timeline
Senior Short-Term Disability Case Specialist
MetLife
06.2026 - Current
Contact Center Representative
Consumers Credit Union
09.2025 - 05.2026
Plant merchandiser (Contract with Hampshire Farms)
Compass Staffing Solutions
05.2025 - 09.2025
Short Term Disability Representative
The Hartford
08.2024 - 02.2025
Customer Service Associate
Green Thumb Industries
04.2022 - 04.2023
Customer Service Associate
Verilife
02.2020 - 03.2022
High School Diploma -
West Aurora High School
06.2009 - 08.2013