Supported the daily operations of the business unit; performs independent review of problem situations; recommends solutions and implemented actions to resolve problems and ensure customer satisfaction.Monitored overall workflow of the business unit and ensured that workflow processes facilitate effective and efficient use of corporate resources to enhance customer satisfactionAssists in supporting strategic and tactical operational plans to ensure achievement of company and departmental goals.Analyzed daily reports to achieve department goalsExecuted training efforts and ensured that necessary education tools were provided to employees; encourages employee development through mentoring and participates in incentive initiatives.Interacted with internal/external customers, in a professional, productive, and positive manner.Provided real time call support for Customer Center Representatives; assisted Customer Center Representatives on complex inquiries and escalated situations and assumed ownership as appropriate.

Handled inquiries involving absence and State Paid Leaves including claim details and benefits status.Handled first notices of loss for State Paid Leave claims via telephone and email.Interacted with internal/external business partners, including and claimants, in a professional, productive, and positive manner.Meet established departmental quality, service, phone metric, and productivity objectives.Prepared documents, communications and other materials via phone, email, or through they system.Resolved standard and complex inquiries and problems,Provided feedback and recommendations to the team to improve the quality of customer care.Assisted co-workers with knowledge, support, and retraining.