Dedicated, service-focused professional, highly motivated individual looking to grow within Liberty Mutual.
*Reliable employee with the ability to quickly learn new concepts and skills. Fantastic at multitasking, very thorough, and detail oriented person who works well under pressure.
*Backed by a solid work history, reputation as a team player and passion for helping others. I possess leadership skills and qualities as proven with my mentoring.
*Background includes experience in LMB focusing on the STD and FMLA products. I am proficient with my computer skills and have excellent customer service and intrapersonal skills. I have a strong background in building customer relationships as well as finding work process efficiencies.
MS Power Point
12/2014 to Current
Integrated Disability Case Manager IILiberty Mutual － Dover, NH
Currently working on the high profile Tier 1 Support Team for Adobe, handling both STD and FMLA products.
Mentoring new hires and being a wealth of knowledge with the integrated product.
Redeveloped the FMLA correspondence for Adobe to be more effective for the customer, received a BRAVO for my work.
Redesigned the FMLA customer profile for Adobe to be more user-friendly and accurate.
Assisted the Phoenix FMLA office to help with the Toyota transition, I assisted with general FMLA work as well as working directly with Toyota HR to alleviate concerns regarding the transition.
For this I received a BRAVO.
Traveled to Adobe for a customer visit and to gain a knowledge base around their Tier 1 benefits to offer a brand new level of customer service.
Participates in weekly calls with the Adobe and consistently building a partnership with members of their HR as well as the providing the best possible experience for the employees.
Regularly runs reports as needed and consistently provides assistance within our team and for other teams to meet performance guarantees.
In addition to being on the ROADS committee, I have worked on multiple projects while in this role, some include:
-Integrated Correspondence Project: Developing cohesive correspondence for STD and FMLA products, this project will not only have huge cost savings, it will really benefit the customer experience for both employee and employer.
For this I received a BRAVO.
FMLA Manual Update: Working with a team of Leave Specialists and the Trainer to redevelop the current manual.
When this is complete, the manual will be easier to use and learn from for new hires, making training faster!
-Adobe Newsletter: I have been working on the Adobe Newsletter, "Adobe News Flash", this is a quarterly newsletter that will be released to the STD department as well as Adobe.
04/2013 to 12/2014
Leave SpecialistLiberty Mutual － Dover, NH
Makes FMLA only, other and coordinated leave determinations in accordance with established leave management protocols/procedures, DOL regulations, State-Specific regulations, and customer defined LOA policies.
Always willing to assist team members and other coworkers in the department with their workload while still maintaining an excellent quality audit.
Received a BRAVO in February for excellent customer service.
Worked on the project team to design the LMLS huddle boards with LMS.
Completed STD and Medical Underwriting ROADS program.
Provided mentoring to new hires.
10/2011 to 04/2013
Customer Service Representative/Assistant ManagerTrue Blue/Labor Ready － Dover, NH
Received CSR of the 3rd quarter.
As well as branch of the 3rd quarter.
TUNE safety team partner 2012 and 2013 for the North East Region.
Handled all Workman's Compensation claims and investigations for upper New England area.
Handles the office duties with ease, as well as doing sales, and site visits.
Hiring new employees, running background checks and I-9's.
Keeping tax forms updated for 1000+ employee's.
Trained and supervised all new Branch Hires, went over monthly 1 on 1's, performance plans, and ways to develop towards their future.
Generates lots of new business through various sale techniques or up selling current customers.
Excellent multitasker, with great attention to detail.
Very committed to any job that I do to finish it to the best of my ability.
I am a team player with a drive to succeed.
08/2008 to 09/2011
LNARochester Manor － Rochester, NH
Received "exemplary" and "exceeds expectations" ratings on performance reviews.
Cited for excellence in interpersonal communications, teamwork, customer service, flexibility and reliability.
Demonstrated the ability to interact with customers from diverse cultures and backgrounds.
Transformed "difficult" patients into loyal, repeat guests by leveraging strengths in premium service delivery and ability to find win-win resolutions.
Employed on a rehabilitation/hospice unit testing knowledge, flexibility, and critical thinking on a daily basis.
Commended for multitasking abilities, customer service, reliability, and the drive to succeed in any situation given.
Helped patients with all aspects of daily care, including bathing, feeding, and dressing while making sure the patient feels as comfortable and dignified as possible.
High School DiplomaSpaulding High School
OSHA 10/40 Certified
Adobe, attention to detail, benefits, interpersonal communications, critical thinking, Excellent customer service, customer service, delivery, Flash, forms, Hiring, hospice, HR, Mentoring, MS Excel, office, MS Power Point, win, MS Word, multitasking, Newsletter, bathing, performance reviews, policies, protocols, quality, rehabilitation, safety, selling, sales, tax, teamwork, team player, Trainer, Underwriting
NH/ME DOT Certified Flagging Instructor
LNA License - LNA Health Careers - Derry, NH