Served as the support contact for employees with questions about their leave of absence from work due to illness.Performed leave of absence reviews to ensure compliance and to support employee requests for leave of absences in safe and productive assignments.Served as a subject matter expert on a particular leave of absence process, as well as, certain federal and state disability laws.Navigated ambiguous claim requests and apply good judgement about how to apply policy and regulations to the case in question.Reviewed various employee submitted documentation to determine and finalize leave of absence approval/denials.Adhered to internal Service Level Agreements (SLAs) and quality standards.Took ownership of complex issues and employee contacts ensuring that each contact was accepted and resolved with a high degree of customer focus.Participated in other activities and projects within the Disability Leave Services program and was awarded various accolades due to performance.Implemented techniques that helped meet and exceed monthly company metrics.Built customer trust by empathetically handling sensitive issues.Received continue extensive training in payroll and various employee leaves.