Victoria Phearson
Brentwood,CA
Summary
Professional specialist with focus on leave management, ensuring compliance and effective communication. Adept at handling complex cases and providing support to employees, fostering team collaboration and adapting to changing needs. Strong skills in policy interpretation, documentation, and conflict resolution, coupled with results-driven mindset and reliability.
Overview
10
10
years of professional experience
Work History
Leave of Absence Specialist
Fullscope RMS
Portland, ME
08.2024 - Current
- Managed leave of absence requests ensuring compliance with company policies and federal regulations.
- Collaborated with HR and management to facilitate employee transitions during leave periods.
- Implemented a tracking system to monitor employee leaves, enhancing accuracy and accountability.
- Provided guidance to employees regarding their rights and responsibilities under various leave programs.
- Managed return-to-work coordination efforts, successfully reintegrating employees back into the workplace after extended absences.
Contact Center Representative
Fullscope RMS
Portland, ME
11.2022 - 08.2024
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
Daycare Owner/Operator
Owner
Brentwood, CA
07.2018 - 08.2022
- Organized fun-filled events and activities for children that promoted learning in an engaging manner.
- Enhanced parent satisfaction by maintaining open communication channels and addressing concerns promptly.
- Managed financial aspects of the daycare business, including budgeting, expense tracking, and revenue generation.
- Ensured a safe and nurturing environment for children through regular maintenance, staff training, and adherence to safety protocols.
Dental Receptionist
Porteous Dentist, Oak Grove Dental
Concord, CA
06.2015 - 05.2017
- Scheduled, rescheduled, and cancelled appointments for dental patients.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Provided excellent customer service by promptly addressing patient inquiries via phone, email, or in-person interactions.
- Provided excellent customer service to create positive experiences and build patient trust.
- Communicated with insurance companies to dispute unpaid claims and verify patient coverages.
Education
Associate of Science - Dental Assisting
Diablo Valley College
Pleasant Hill, CA06.2015
Skills
- Complaint resolution
- Workload Management
- Customer Service
- Leave management
- Compliance regulations
- Employee transitions
- Tracking systems
- Customer service excellence
- Team collaboration
- Communication skills
Timeline
Leave of Absence Specialist
Fullscope RMS
08.2024 - Current
Contact Center Representative
Fullscope RMS
11.2022 - 08.2024
Daycare Owner/Operator
Owner
07.2018 - 08.2022
Dental Receptionist
Porteous Dentist, Oak Grove Dental
06.2015 - 05.2017
Associate of Science - Dental Assisting
Diablo Valley College