Laura M

• Process high volume leave of absence cases and efficiently audit documentation from nationwide medical providers to ensure appropriate information is accurate to process cases successfully. • Provide first point of contact customer service for the Amazon COVID-19 Resource Center, communicating effectively with Amazon employees and leadership regarding potential exposure and leave cases. • Demonstrate strong adaptability and empathy with a variety of internal associates by recognizing unique situations and providing appropriate solutions per Amazon policies and procedures.

• Provide injured employees, medical vendors, and legal professionals with efficient and accurate customer service to ensure proper understanding of company’s workers compensation processes and policies. • Partner with internal claims representatives and adjusters to process investigative orders, denials, payments and medical appointments while adhering to all federal and state laws and company regulations. • Assist with internal communications as part of workers’ compensation Cast Activities & Wellness Team, including leading efforts for Mental Health Awareness and participation in Disney VoluntEARS events. Assisted with vendors and providers coming onsite for meetings and events. • Partner with cross-functional teams to ensure all employees are working in appropriate conditions and accommodations are being met, as well as ensuring all proper safety precautions are taken. • Provide accurate and timely data to the state of Florida, Worker’s Compensation Division regarding benefits and amounts cast members are receiving.

• Assisting Claims Representatives and Leadership in daily operations of Workers’ Compensation. • Working with vendors and Cast Members on a daily basis, complying with Company and State Laws and regulations. • Providing customer service to injured Cast Members and making sure all questions and concerns are addressed properly. • Working with deadlines and completing projects in a timely manner.

• Provide exceptional support to over 200,000 employees worldwide by efficiently responding to high volume call inquiries and inbound emails regarding pay, benefits, retirement, employment status, etc. • Assist the Walt Disney World Resort recruitment team with in-person onboarding, transfer/promotional eligibility requirements, and inbound phone calls regarding application status. • Manage highly sensitive employee data when processing reissues for pay stubs, W-2s, and other legal documents by demonstrating proficient knowledge of HRIS such as ServiceNow and SAP. • Process and update leave of absence, restrictions, and personal accommodations by demonstrating extensive knowledge of company union contracts, FMLA procedures, and local government policies. • Verify all internal documentation is completed appropriately and efficiently by partnering with cross-functional support teams such as internal heath services, ability management, and workers’ compensation.

• Lead training efforts by efficiently organizing operations and staffing to ensure trainees receive the best onboarding experience while also proactively ensuring all business and customer needs are fulfilled. • Support a team of over 300 employees by performing additional administrative tasks such as arranging team meetings, receiving inbound phone calls, and responding to customer emails. • Showcase strong customer service professionalism and enthusiasm when interacting with guests while escorting them to tables and bowling alley lanes.