Overview: Hired to educate employees on state benefits and to simplify complex short-term disability benefits. Leverage medical knowledge to assess medical records received on a claim to make appropriate decisions on approval or denial. Manage and work independently finish large caseload while demonstrating the ability to multi-task or run various activities concurrently. Assigned to ensure confidentiality of all candidates submitting claims and to provide real answers to concerns brought. Notable Achievements:▪ Played an instrumental role in examining medical records received on a claim while making pivotal decisions on whether to approve the claim or require additional medical records.▪ Championed the calculation of partial payments for claims, the calculation of state benefits for claims, and scheduled payments for claims.▪ Masterminded and led efforts to create a new hire cheat sheet binder with quick-hit answers for common questions such as all customer profiles on the team, internal numbers for various departments, and updated stats leave charts to be updated and accurate to reflect new laws.▪ Earned the privilege of receiving multiple awards and appraisals from the management for excellent dedication to customer mergers, helping others, and ensuring smooth execution with FMLA and short-term disability claims in the system.

Overview: Designated to review FMLA forms to cross-examine alignment with federal guidelines and decide whether to approve or deny any entries. Collaborated and ensured proper communications both verbally and in writing to different HR contact of accounts, employees, and doctors' offices regarding the status of forms and leave. Displayed outstanding knowledge of FMLA leaves and FMLA guidelines.Notable Achievements:▪ Mounted strategies to accurately complete the review of all FMLA forms, sent back to the doctors for corrections and ascertained that all FMLA time reported was within the certified frequency and applying time.▪ Accelerated growth by exceeding targets set forth for monthly metrics on all short-term disability claims and FMLA leave claims.

Overview: Selected among multiple qualified candidates to manage all incoming and outgoing correspondence for John Hancock Annuities Call Center. Oversaw metrics for all team members for the month-end reports. Tasked with creating documentation for employees and processing return mail while providing progress reports for upper management. Notable Achievement:▪ Launched new initiative by creating the FAQ databases from phone reps to develop a data-driven encyclopedia as the LEAD program's art for existing and prospecting clients.

Overview: Progressed through ranks of increased responsibilities to monitor AWD 10 queue for returned Mail. Assessed and cross-examined each work item daily to ensure attached images match up with AWD 10. Verified addresses in Vantage/Parts Plus to ascertain the participant's status while adopting time management measures.

Overview: Employed to assist with y-cording and serve as Subject Matter Expert (SME) to new hires. Spearheaded 2016 participants and assisted with department process improvements. Generated a knowledge-based almanac for CSR's to confirm product information. Gathered data from department group chats to help identify CSR training opportunities. Solicited to assist with call trend data collection to help identify how to reduce call volumes for upper management and improve performance standards. Notable Achievement:▪ Recognized by upper management for outstanding performance and received an invitation to be a part of a 6-month intense program called Lead to help sharpen customer service skills and leadership experience.

Delivered trusted, professional, and reliable service to John Hancock clients and built customer satisfaction and loyaltyStrong customer service skills and ability to show empathy towards grieving beneficiaries while assisting with claims process

Used effective communication skills to help explain complex information regarding annuities and living benefit ridersProcessed financial transactions for both contract owners and agentsFacilitated relationships across business units in writing and via telephoneProvided feedback for process improvements for the department

Developed highly empathetic client relationshipsIdentified cross sell opportunities to enhance customers overall relationshipFollowed up on customers to maintain high retention level to make sure all financial needs were metSupervised tellers when Store Manager was out of the officeCoached tellers to be able to uncover customer needs by showing and explaining sales techniques Opened personal and business accounts as well as established loans

Acted as a direct support to Financial Advisors by prepping files for upcoming meetings with clients a week out in advance Input all financial statements, transactions, and prospectus into system for accurate trackingDirect and indirect interaction with clients, Estate Attorneys, CPA by; phone, email, and greeting them as walk ins.