Customer Service Business Operations

Patty F. Hall

Willis, Texas

********@*****.***

Accomplished initiative-taking, positive, energetic, and detailed oriented team player, well organized, able to multi-task and identify priorities in a fast-paced environment, business professional with over 48 years’ experience business operations consistently exceeding goals including but not limited to payroll, AP/AR systems, and 43 years Customer Service Relations Specialist. 10+ Years’ advanced knowledge regarding Short-Term/Long-Term Disability, Appeals, Q/A Specialist, FMLA, ADA, ERISA, Military, Personal, Company leaves and benefits practices, Senior Leader, problem solving, and personnel manager. Serves as a Subject Matter Expert on Leave of Absence programs and supports the team with expert knowledge of client specific details. Works effectively across cultures to drive ROI, reduce cost, and increase organizational efficiency.

Professional Experience

REEDGROUP LTD/ Now Alight 11/15/2014 to 08/2024

Leave of Absence Specialist: Working Virtual as of 5/1/2018. Benefits Administration and Operations Management Professional and diverse experience 3rd Party in office/virtual last 10+ years. Management of Association and Employer Underwriting processes. Payroll, AP/AR, Insured/Self-Insured Disability Plans, Medicaid Plans, Operations, Client Services, Short/Long- Term Disability, Q/A specialist, FMLA, Military, State Leaves, Appeals, Claims Examination, and exposure to both occupational and non-occupational businesses. In-depth knowledge of ERISA Guidelines/Compliance as well as MDG guidelines. Ensures accurate and timely claim processing/payroll, including state and worker’s compensation offsets, while keeping with client specifics and customer expectations of disability plan provisions/procedures, client performance guarantees for total quality as well as state/federal guidelines and regulations. Obtained and reviewed objective/supportive medical documentation per eligibility guidelines to make final decisions to overturn or uphold STD/LTD/Appeal case manager decisions. New Client/Resource Management/Transition Team implementation by creating Standard Operating Procedures (SOP) and PowerPoint for training/coaching for business and process needs for improvement including risk management, customer Service management/customer relationship management (CRM) for leave of absence Short/Long Term Disability new clients. Skills

• Advanced knowledge of Microsoft Office Products including / but not limited to MS Word, Windows 2000, PowerPoint, Excel, Outlook, and multiline telephonic processing software and the internet / Benefits/Policy/Procedure Administration / Project and Program Execution / On- Boarding, People Management

• 10+ years’ experience working with FMLA, STD, LTD, ADA, Military, State Leaves, Company Disability Leaves services or similar; knowledge of governing regulations and medical terminology/ MDA Guidelines.

• Exceptional customer service delivery to both internal and external customers/clients.

• Excellent written, verbal, listening and interpersonal skills.

• Ability to interact professionally with diverse groups (executives, managers, legal, and subject matter experts). Recruiting/Training/ Quality/Customer Service Management.

• Ability to prioritize work continually and produce a significant volume of work efficiently within performance standards while managing multiple projects simultaneously. Last 6+ years Virtual

• Ability to work well independently or in a team / Performance Management, Culture Building

• Ability to provide coaching and feedback in a mentor or training situation including orientation.

• Ability to learn quickly and progress through various learning and training environments / HIPPA Compliance/HR Service Delivery

• Case Management/Disability Management/Analytical Skills Education

High School Diploma, Licensed as NY Independent Adjustor for Accident & Health, and TX Licensed General Lines Agent: Life, Accident, Health and HMO