• Initiate and respond to inquiries about leave and disability events, benefits, and options available to employees• Serve as a point of contact for assigned employees to provide holistic case management services, including reviewing medical documentation to adjudicate leaves in compliance with the corresponding leave plans, federal and state laws and benefit plans as defined by Amazon• Leverage duration guidelines, best practice tools and Amazon resources to support oversight of a leave event as appropriate• Critically assess and adjust the case management plan to an employee’s changing needs• Address and respond to sensitive situations• Troubleshoot issues and seek to remove barriers before, during, or after a leave event• Respond to employee impacting issues that may arise during the leave event and ensure the right communication occurs• Identify and solve problems that may arise, sometimes with limited information• Facilitate a smooth return to work and ramp-back plan for employees returning to the workplace• Educate managers and business partners on employee concerns and needs prior to being off or returning back to work• Communicate regular updates to employees and stakeholders both verbally and in writing• Ensure compliance with standard work, federal/state regulations, and company policy• Maintain system records to ensure accurate and timely information/documentation• Consult, coordinate and partner with our third party administrator, HR, Safety, Legal, Payroll, Benefits, team members and other departments/systems as appropriate

 Handled a team of 25 customer service agents handling international phones for Amazon ME (middle east). Message US and email. Be an escalation point for customer’s requests. Acting as a bridge between CS and a variety of other groups within the company and takes responsibility and ownership for coordinating efforts to agree a solution. Facilitating communication between CS Associates (CSA) and the management team via the ticketing process. Handling all concession related escalations and ensuring that necessary authorizations are confirmed. Assists team with performance improvement efforts Ensuring the queuing system is regularly monitored ensuring customer experience is upheld. Proactively aiding teammates with difficult customer contacts for both phone, chat and e-mail (as applicable). Demonstrating effective communication and cooperation with Customer Service Managers and peers in an effort to manage team work load and moral. Skills: Customer Satisfaction · Customer Retention · Customer Experience · Customer Support · Customer Insight · Customer Engagement · Customer Acquisition · Customer Service · Leadership

 Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer’s understanding of information and answer. Records customer inquiries by documenting inquiry and response in customers’ accounts. Improves quality service by recommending improved processes; identifying new product and service applications. Updates job knowledge by participating in educational opportunities. Accomplishes customer service and organization mission by completing related results as needed. Skills: Customer Satisfaction · Customer Retention · Customer Experience · Customer Support · Customer Insight · Customer Engagement · Customer Acquisition · Customer Service · Leadership