Tawanda Moore Email and Phone Number

I am dedicated to assisting employee questions via phone and processing web cases about time away from work due to COVID-19. In this role, as a team member, I interact directly with employees in a way that builds trust and displays empathy by providing accurate information and resolving issues. I must be able to listen actively to employees' concerns and questions, and provide complete and accurate information about HR policy, time off policy, pay impacts, benefits information, and other HR items. As a COVID Resource Center Coordinator, I am responsible to serve as the support contact for employees with questions about their time away from work due to illness, take ownership of employee contracts ensuring that each contract is accepted and resolved with a high degree of customer focus, build customer trust by empathetic handling of sensitive issues, Resolve queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate when these cannot be resolved, Receive queries via phone or web case and log contacts into the shared service case management system, Handle customer absence claims end to end and contact customers to inform them of resolution, When appropriate, Assess new claims and make accurate classifications about the type of absence required Contact employees as needed and keep them updated on the status of their claim, Ensure all tasks and decisions are rendered within SLA, Navigate ambiguous claim requests and apply good judgement about how to apply policy and regulations to the case in question.