Dana Adams
MENIFEE
Summary
Experienced Customer Service Professional with a background in call center operations and account management. Proficient in identifying and addressing customer needs with empathy and care. Demonstrated ability to handle tasks efficiently and resolve issues while maintaining ethical standards. Skilled at managing multiple responsibilities and approaching new challenges with enthusiasm, resourcefulness, and innovation. Proficient in Microsoft Office Suite, PeopleSoft, Salesforce, and CPDM Certified. Committed to delivering exceptional customer service with integrity and transparency.
Overview
25
25
years of professional experience
Work History
Benefits Analyst II
UCPath
12.2016 - Current
- Responsible for the administration, analysis/testing and implementation of new/revised organizational benefit programs and policies, including the technical component of these processes.
- Provides assistance to the extended HR team with respect to benefit, absence management, and leave administration inquiries and issues.
- Processes benefits for employees on leave of absence and workers' compensation.
- Calculates workers' compensation T/D coordination payments and coordinates with location HR and UCOP staff.
- Responsible for the implementation and operation of benefits, absence management, and leave administrative practices and procedures for complying with federal and state legislation.
- Current OPSA Member- Assembly activities provide forums where staff at all levels can discuss university issues of mutual concern, and offer opinions and recommendations to the Office of the President administration or others on policies, processes and programs.
LOA PAY COORDINATOR
St. Joseph's Health
11.2015 - 12.2016
- Monitor LOA activity at multiple locations via reporting from the LOA administrator, HCM system and Kronos Timekeeping system.
- Calculate coordinated pay for various leave types based on policy, bargaining agreement and state law requirements.
- Enter all pay coordination hours into the Kronos Timekeeping system.
- Create and maintain training materials as needed associated with LOA pay coordination.
- Provide ongoing training to managers and timekeepers at multiple locations as processes change or when new staff is added to the timekeeper or manager roles.
Disability Representative
Sedgwick CMS
01.2015 - 11.2015
- Makes claim determinations to approve non-complex disability claims or makes a recommendation to team lead to deny claims based on the disability plan.
- Determines benefits due, makes timely claims payments and adjustments for worker’s compensation, Social Security Disability Income (SSDI), and other disability offsets.
- Informs claimants of documentation required to process claims, required time frames, payment information and claims status either by phone, written correspondence and/or claims system.
LOA Representative
Sedgwick CMS
01.2012 - 01.2015
- Responsibilities include but are not limited to: Establishes FMLA claims through TAMS 2; tracks and codes documentation in accordance with internal workflow processes.
- 2009 I received the MVP Award (Most Valued Performer); train new-hires; assist others with additional projects.
- Collaborated with the supervisor in the creation of the Claims Assistant Handbook.
- Analyze FMLA claims to determine eligibility and certification in compliance with state and federal regulations.
- Analyzed reported claims to determine benefits due and make timely payments and adjustments; manage Paid Family Leave claims.
- Identifies action plan; determines benefits due; makes timely case decisions based on service expectations as established by the client.
FMLA Specialist I
Sedgwick CMS
02.2010 - 01.2012
- Analyzed FMLA claims to determine eligibility and certification in compliance with state and federal regulations.
- Identified action plan; determine benefits due; made timely case decisions based on service expectations as established by the client.
Claims Assistant
Sedgwick CMS
07.2008 - 02.2010
- Set up and enter claims for the examiners.
- Input and review notes/ diaries in Juris.
- Reviews, prepares, creates, and/or sends letters, reports, and forms.
Service Contract Specialist
Beckman Coulter Inc.
04.2007 - 07.2008
- Company Overview: Adecco Temporary Service
- Set up Service Agreements for Customers, Sales Reps or Field Engineers.
- Accepting Purchase Orders.
- Light Filing.
- Receptionist duties.
- Adecco Temporary Service
Admissions Clerk
Pitzer College
10.2006 - 03.2007
- Company Overview: Volt Temporary Service
- Provided excellent customer service to the Office of Admissions.
- Maintained Student File.
- Verify Student Records.
- Perform Data Entry.
- Volt Temporary Service
Claims Support Representative
Liberty Mutual Insurance
05.2005 - 02.2006
- Served as Claims Support Representative for a leading Fortune 500 global multi-line insurance company, whose largest line of business is private passenger auto, based on 2004 net written premium.
- Contributed to adjusting claims and preparing case files.
- Typed correspondence and filed sensitive documents.
- Instrumental in reducing workload of department claims adjusters.
- Operated multi-line telephone.
Communications Representative
SBC-Pacific Bell
07.2000 - 12.2004
- Provided directory assistance to 200 inbound callers per/hour.
- Communicated FCC regulatory policies and procedures to internal/external customers.
- Demonstrated excellent customer service while maintaining performance metrics.
- Achieved perfect score on all phone monitors throughout tenure.
- Troubleshoot irregular inquiries in a tactful manner.
Education
Bachelor of Science - Psychology, Christian Counseling
Liberty University
Master of Social Work - Social Work
Capella University
Minneapolis, MN06-2026
Skills
- Benefits administration
- Microsoft Excel
- Employee relations
- New employee enrollment
Qualifications Summary
- Highly personable Customer Service Professional with over 13 years of call center and account management.
- Demonstrated ability to interpret customer needs, and provide compassionate and nurturing service.
- Expertise in expediting job duties and issues utilizing ethical standards.
- Multi-tasking abilities and willingness to take on new challenges with enthusiasm, resourcefulness and creativity.
- Provide excellent customer service while acting with integrity and clarity.
- Proficient with Microsoft Office System (including Microsoft Word and Microsoft PowerPoint); Peoplesoft, and Salesforce.
- CPDM Certified
Timeline
Benefits Analyst II
UCPath
12.2016 - Current
LOA PAY COORDINATOR
St. Joseph's Health
11.2015 - 12.2016
Disability Representative
Sedgwick CMS
01.2015 - 11.2015
LOA Representative
Sedgwick CMS
01.2012 - 01.2015
FMLA Specialist I
Sedgwick CMS
02.2010 - 01.2012
Claims Assistant
Sedgwick CMS
07.2008 - 02.2010
Service Contract Specialist
Beckman Coulter Inc.
04.2007 - 07.2008
Admissions Clerk
Pitzer College
10.2006 - 03.2007
Claims Support Representative
Liberty Mutual Insurance
05.2005 - 02.2006
Communications Representative
SBC-Pacific Bell
07.2000 - 12.2004
Bachelor of Science - Psychology, Christian Counseling
Liberty University
Master of Social Work - Social Work
Capella University
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