Zhikeria Green
Florida
Summary
Leave of Absence Coordinator/Customer Service representative with a strong customer focus and exceptional communication skills. Proven ability to manage complex situations and tasks while ensuring compliance with regulations.
Overview
4
4
years of professional experience
Work History
Membership Rep I
ELEVANCE Health
Remote
10.2025 - 01.2026
- Respond to incoming calls and initiate outgoing calls to provide customer service to plan members, providers, and employer groups
- Verify enrollment status and make changes to records as necessary
- Research and resolve enrollment system rejections and address various enrollment questions received by phone or mail
- Manage billing and delinquency processes for assigned groups, ensuring accuracy and timeliness
- Maintain the enrollment database and order identification cards as needed
- Determine eligibility and apply contract language for assigned cases
- Notify clients of premium discrepancies through payment adjustment notices and detailed audits
Leave of Absence Coordinator
Sedgwick
Remote
04.2023 - 09.2025
- Manage leave requests and accommodations requiring specialized attention, particularly those arising under the Family and Medical Leave Act (FMLA),(ADA), state and local leave laws, and short-term or long-term disability plan.
- Served as a subject matter expert with intricate knowledge of all applicable leave and accommodation laws and governing regulations, including FMLA, ADA, FLSA, HIPAA, and State leave programs
- Communicates with employees regarding their needs for leave and/or modified work schedules
- Approve/Deny Leave Of Absence Claim
- Handles the FMLA leave process from the employee's initial notice of the need for leave to the return to work
- Coordinate, track, and manage requests for accommodations under ADA
Banking Customer Service Representative
Chase
Remote
08.2021 - 02.2023
- Answer inbound calls and assist customers with banking queries in a professional, empathetic, and efficient manner
- Provide support on account balances, deposits, withdrawals, loan payments, transaction issues, and online/mobile banking
- Handle customer concerns related to card disputes, fraud alerts, and security measures with accuracy and care
- Guide users through digital self-service tools and troubleshoot common mobile banking issues
- Follow standard procedures for verification and secure handling of customer data
- Document customer interactions thoroughly in the CRM system
- Escalate complex cases to the appropriate internal departments when necessary
Education
Western Governors University
Salt Lake City, UT04.2027
High School Diploma -
Edgewater High School
Orlando FL05.2019
Skills
- Demonstrate a strong customer focus rooted in empathy
- Exercise good judgment and independent decision-making skills
- Demonstrate exceptional listening, questioning, call control, and de-escalation techniques
- Experience with cloud based Call Center ACD/CRM software
- Adaptability and flexibility
- Basic proficiency with Internet Explorer, Microsoft Excel and Word, Outlook email, and Adobe Acrobat
- Excellent data entry and typing skills
- Superior listening, verbal, and written communication skills
Timeline
Membership Rep I
ELEVANCE Health
10.2025 - 01.2026
Leave of Absence Coordinator
Sedgwick
04.2023 - 09.2025
Banking Customer Service Representative
Chase
08.2021 - 02.2023
Western Governors University
High School Diploma -
Edgewater High School