Sheania Bacon
Cordova,TN
Summary
Proficient in managing high call volumes, multitasking across multiple systems, and maintaining productivity in a work-from-home setting. Skilled in CRM platforms, data entry, problem resolution, and customer account support while consistently meeting performance metrics and service-level agreements (SLAs). Known for strong communication skills, time management, reliability, and delivering high-quality customer experiences in virtual environments.
Overview
12
12
years of professional experience
Work History
FMLA Claims Representative
Sedgwick CMS
Memphis, TN
10.2021 - Current
- Remotely managed FMLA claims processing to ensure compliance with federal regulations.
- Facilitated clear communication between employees, managers, HR teams, and medical providers during all stages of the claim process.
- Analyzed claim documentation to determine eligibility and entitlement for benefits.
- Enhanced accuracy of FMLA eligibility determinations through thorough research and analysis of employee records.
- Maintained strict confidentiality when dealing with sensitive personal information pertaining to employee health conditions or family circumstances.
- Negotiated return-to-work plans between employees and their managers, ensuring proper accommodations were made for any ongoing medical needs.
Customer Service (Hybrid)
Booking.com
Grand Rapids, MI
01.2017 - 09.2021
- Managed inbound phone calls, ensuring prompt and professional responses.
- Cultivated relationships between company and guests to enhance loyalty.
- Delivered personalized travel recommendations and itineraries aligned with client preferences and budgets.
- Oversaw multiple client accounts, maintaining accuracy in booking details and timely communications.
- Resolved client issues during trips by coordinating with relevant parties for effective solutions.
- Addressed customer inquiries regarding travel plans, changes, or cancellations efficiently.
Retention Supervisor
AT&T
Grand Rapids, MI
10.2013 - 12.2017
- Managed escalated inbound and outbound complaint calls to implement retention strategies.
- Gathered information on complaints to develop effective first call resolutions.
- Responded to customer concerns by providing solutions, incentives, and value education.
- Engaged with customers to understand needs and build trusting relationships for sales success.
- Mentored employees on complex issue resolution to achieve high satisfaction ratings.
- Facilitated proactive one-call resolutions and de-escalation of customer issues.
Skills
Inside sales and account management
Leadership and team development
Telecommunication/Call center operations
Customer relations/Retention strategies
Claims Management
Data collection and analysis
Independent training & remote work
Conflict resolution
Social media strategy
Quality assurance
Documentation review
Time management
Timeline
FMLA Claims Representative
Sedgwick CMS
10.2021 - Current
Customer Service (Hybrid)
Booking.com
01.2017 - 09.2021
Retention Supervisor
AT&T
10.2013 - 12.2017