Customer Service Management
Resume:
Brendan Isaak ************@****.***
**** ***** ***** ******, ***. 1W Chicago, IL 60625 (847)-361-
0347
Summary of Qualifications
. Self-motivated with proven experience in directing HR projects and
optimizing employee capabilities.
. Acknowledged as a "Subject Matter Expert" in FMLA, plans compliant
with ERISA. Increased company efficiency via leadership and
experience. Reduced call volume and increased call quality.
. Recognized as versatile and hard-working professional with over 7
years of diverse experience in areas of office administration (HR) and
customer service with progressive experience working in the areas of
staffing, diversity and inclusion, retention, compensation, employee
relations, and policy development.
. Excellent time management and organizational skills to work
effectively as a sole contributor or as a successful team member in
fast-paced environments while prioritizing responsibilities to meet
deadlines.
. Diplomatic and tactful professional with excellent communication and
project management skills, plus strong and creative problem resolution
skills to ensure positive internal and external customer relations.
. Experience in providing quality customer relations and establishing a
rapport with clients to build client loyalty and provide exceptional
customer service - consistent with the highest quality standards.
Professional Experience
Compsych Chicago, IL
Leave of Absence Coordinator 2011 - 2013
ComPsych Corporation is the world's largest provider of employee assistance
programs and is the pioneer and worldwide leader of fully integrated EAP,
behavioral health, employee wellness, work-life, and absence management
services.
. Ensured compliance with FMLA and State laws, which was accomplished by
opening and processing FMLA leaves and answering any questions that
might arise as a result of a FMLA case being opened.
. Solved problems, which resulted from adjusting claims opened
incorrectly and preventing escalations.
. Served as a HR resource and liaison for human resource issues (FMLA,
disability, compensation, and benefits management, and safety
procedures). Handled a wide array of employee questions on benefits.
. Consistently administered all health, disability and family leave
packets for employees, which included guidance for employees and
interfacing with vendors to improve service and reduce costs.
. Worked with management teams to meet departmental staffing needs, and
assisted in resolving conflicts.
Aon Hewitt Lincolnshire, IL
Benefits Consultant 2006 - 2011
Leading global provider of risk management services, insurance and
reinsurance brokerage, and HR consulting and outsourcing.
. As a benefits consultant, was a part of large multi-client teams,
which serviced over 100,000 employees.
. Led in providing administration of health and welfare benefits as well
as pension and 401k during first 4 years; more recently transitioned
to pension and 401k administration - addressing employee concerns by
answering questions relating to benefits and processing distributions
for departing employees moving on.
. Provided employee training and emphasized the importance of addressing
issues prior to escalation.
. Worked closely with health care vendors to process timely updates of
all health and welfare benefits to prevent any escalations. Created a
customer satisfaction survey, which drastically reduced potential
issues.
. Recommended new changes to HR programs. Provided administration of
benefit and retirement plans.
Education
Western Illinois University Macomb, IL
Bachelor of Arts in Communications 2002
Computer Skills
Microsoft Office (Word, Excel, PowerPoint, and MS Outlook) and HRIS systems
References
Rennie Torres
4222 North Pleasant Trail Court
Arlington Heights, IL 60004
Jose Rojas
1051 North Midlothian Road
Mundelein, IL 60060
Leah Kahoun
2028 North Rand Road, Unit 103
Palatine, IL 60074
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