Summary
Overview
Work History
Education
Skills
Timeline
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Michael Morales

Lincoln Park

Summary

Dynamic Leave Team Administrator with a proven track record at AAA/Auto Club Group, excelling in FMLA compliance and process improvement. Recognized for strong analytical skills and exceptional communication, I successfully streamlined operations and enhanced efficiency, consistently exceeding performance expectations while fostering collaboration across departments.

Overview

17
17
years of professional experience

Work History

Leave Team Administrator

AAA/Auto Club Group
03.2017 - Current
  • (Job Restructuring/Job Eliminated)
  • Handles a backlog of up to 100 Leave of Absence which includes managing all aspects linked to the internal process of FMLA, short/long term disability, paid parental, military and personal leaves. Including compliance with Federal, State & Company Laws.
  • Coordinates with multiple departments (Payroll, Legal, Benefits, etc.) that are affected during a leave of absence.
  • Facilitates with employees and managers on the return-to-work process or employer terminations.
  • Assisted in the development of office policies and procedures.
  • Implemented tools to streamline administrative operations and enhance efficiency.
  • Selected as representative to facilitate transition from PeopleSoft to Workday, enhancing Leave of Absence processes for ACG employees
  • Exceeded expectations for Annual Performance Reviews
  • Participated in Leave Team Continuous Improvement Process

Casualty Claim Representative

AAA/Auto Club Group
Dearborn
06.2011 - 03.2017
  • Handled intermediate Casualty claims for customers to include coverage analysis, investigation of damages/injuries, identify possible recovery potential, etc.
  • Processed First Party No-Fault Benefits including but not limited to Medical Bills, Wage Loss, Replacement Services, Durable Medical Equipment, Home Modifications, etc.
  • Analyzed Medical Records, determine the need for Independent Medical Exams, corresponding with doctors, attorneys, case managers and employers
  • Utilized strong negotiating skills to resolve claim disputes
  • Maintained compliance with Internal and Regulatory Requirements for Claim Handling Best Practices
  • Attend depositions for lawsuits against ACG on Personal Injury Protection Claims
  • Completed 12-month program to include training of Negligence Law, No-Fault Law, Medical terminology and human anatomy

CIC Customer Advocate

AAA/Auto Club Group
Dearborn
05.2008 - 06.2011
  • Worked in a call center environment and handled 80 to 100 customer calls per day
  • Consistently exceeded sales quotas
  • Maintained the highest scores on metrics for the Membership Team
  • Identify and resolve customer service issues

Education

Associate's - Business Administration

Henry Ford College
Dearborn, MI

High School -

Lincoln Park High School
Lincoln Park

Skills

  • Proficient in the use of Microsoft Office applications (Word, Excel, PowerPoint, Etc)
  • Knowledgeable in FMLA, Military and State Laws
  • Educated in Michigan No-Fault Law and Casualty Regulatory Compliance Laws
  • Strong analytical and problem-solving skills
  • Ability to work independently or in a team environment
  • Excellent communication and organizational skills

Timeline

Leave Team Administrator

AAA/Auto Club Group
03.2017 - Current

Casualty Claim Representative

AAA/Auto Club Group
06.2011 - 03.2017

CIC Customer Advocate

AAA/Auto Club Group
05.2008 - 06.2011

Associate's - Business Administration

Henry Ford College

High School -

Lincoln Park High School

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Michael Morales