Interacted via telephone and email with Amazon employees, answering questions and providing education about COVID 19 leave of absence and vaccine benefits, claim payments, State Specific Covid 19 benefits, and other Amazon HR policies.Managed difficult and sensitive situations with compassion and empathy, using high judgement each time, placing heavy emphasis on advocating for the employee.Designated by Management to assist in Team chat as a Subject Matter Expert to provide guidance, mentoring, new agent training, and education for a team of 40+ people.Maintained an average score of 95% – 99% on Quality Assurance Audits for 11 consecutive months. Nominated for “Most Promising Agent” on Team by Quality Auditor – October 2021. Compiled relative information to create and present Termination Reviews on behalf of employees who suffered job loss due to errors in attendance calculations while on leave. Employment reinstated in 90% of cases.Expertly created, navigated, managed, and closed all facets of multiple COVID related absence claims and tasks from start to finish, staying within Service Level Agreement timelines.

Answered inbound calls from Law Enforcement and third-party trackers regarding stolen assets and LoJack Tracking Devices.Assisted in multiple stolen vehicle recovery operations for commercial vehicles.Gathered and conveyed necessary information to assist Medical Personnel in locating vehicles involved in a collision.Created cases in Salesforce, NetSuite, and LoJack systems for technical issues.Monitored the health of LoJack Communication Towers and responded to alarms, outages, and notifications.Analyzed problem areas and documented processes used for corrective action.Aided in the creation and distribution of updated Standard Operating Procedure manuals for the department.Assisted with the facilitation of training new agents.

Served as an answering service operator for several medical practices, hospitals and various other businesses, providing individualized services based on client protocols.Utilized client internet-based systems to set appointments, maintain schedules, and input patient and insurance data.Routed emergency calls to appropriate parties and paged on call medical personnel when applicable.Certified in HIPAA laws and practices.

Answered inbound calls from plan participants regarding employer sponsored Health and Welfare benefit elections.Explained all aspects of Employee Benefit packages and options in a clear and concise manner.Resolved issues with current claim submissions and ongoing appeals.Organized and prioritized work to complete assignments in a timely, efficient manner.

Provided fast and effective solutions for Sprint VoIP Cable partners to resolve technical issues with new and existing telephone and fiber-optic installations and products.Operated with a willingness to embrace change and adopt strategies quickly.

Educated employees about their Healthcare and Flexible Spending Account Benefit options via inbound calls and email.Explained eligibility requirements and processes, covered services, qualifying events and conditions, and associated costs for each type of plan offered.Regularly placed by Management into the call escalation queue to help calm upset participants and resolve their claim issues.Received 13 “ Raving Fan Awards” over the course of 18 months for excellent customer service.

Coordinated and executed right hand support for Sales and Collection teams in a fast paced B2B collection agency.Compiled status reports, ran credit risk reports and updated status of monies collected for clients.Acted as a liaison between clients and collection team by obtaining legal documents, debtor contracts, or other documentation needed for successful collection of monies owed.