•Administered the systems and processes in place to coordinate the management of various federal, state and company-own leave types running concurrently with disability programs•Reviewed medical leave of absence documents to ensure compliance with federal regulations

•Contributed to projects and initiatives with key stakeholders outside of my department to ensure new programs are built to be compatible with current billing systems•Supported and trained other member services roles both in the home and local offices by creating development materials and monitoring their communication with our member base•Reviewed and evaluated call center agent calls for quality assurance and training in a collaborative weekly meeting

•Member of a team of three who specialized in resolving escalated billing issues according to Zipcar policies for the entire North American member base•Maintained 90% first contact resolution rate to ensure a high level of member satisfaction and loyalty •Created a model for member viability to increase efficiency and consistency during the delinquent account review process

•Part of inaugural team of four to take inbound billing calls at the Home Office•Averaged 60 to 70 inbound calls daily with a 95% first contact resolution rate of member issues •Responsible for recognizing trends in member issues in order to improve the member experience•Mentored new team members in navigating the Zipcar administrative platform and policies