Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Steven Fernandez

Orlando,Florida

Summary

Absence Management Senior Disability Manager with 6+ years of experience in claims management for FMLA, disability , customer service and analyzing real time trends for the call center. Looking to find a position within an advancing company to grow professionally and personally.

Overview

11
11
years of professional experience

Work History

Absence Management Sr. Disability Representative

Sedgwick
11.2018 - Current
  • Handling of 250+ case load for Absent Management program.
  • Communicated with providers, customers and other third parties to manage disability insurance program needs.
  • Assisted clients with completion of applications and paperwork.
  • Reviews and analyzes complex medical information such as medical tests, office notes, operative reports to determine if the claimant is disabled as defined by the disability plan.
  • Subject matter expert amongst program (3 teams).

Workforce Management Analyst

Sedgwick
03.2016 - 11.2018
  • Handling of call centers performance in real time
  • Long Term planning for Service goals (Including Weather, Holidays, Attrition etc.)
  • Restructuring of sites to accommodate cross skilling and more efficient call handling to meet service level goals outlined by the client.
  • Implementation of Sedgwick’s new skilling network using Avaya CMS supervisor.
  • Worked with operations to develop strategic and tactical plans to meet different requirements.

Service Center Representative

Sedgwick
01.2015 - 03.2016
  • Answered constant flow of customer calls with minimal wait times.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.

Sr. Teller

Bank of America
03.2013 - 12.2014
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Answered phone and email inquiries on banking products.
  • Identified potential needs through observation, questioning, and listening.
  • Mentored and trained new tellers on bank procedures and customer service standards.

Education

High School Diploma -

William T. McFatter Technical College
Fort Lauderdale, FL

Skills

  • Claims Preparation
  • Problem solving
  • Communication
  • Regulatory Compliance Adherence
  • Microsoft Office
  • Customer Experience
  • Professional Development
  • Disability Processing

Additional Information

References upon request.

Timeline

Absence Management Sr. Disability Representative

Sedgwick
11.2018 - Current

Workforce Management Analyst

Sedgwick
03.2016 - 11.2018

Service Center Representative

Sedgwick
01.2015 - 03.2016

Sr. Teller

Bank of America
03.2013 - 12.2014

High School Diploma -

William T. McFatter Technical College

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Steven Fernandez