Lakeisha Mickwy

Processes and manages Family and Medical Leave Act (FMLA) requests, ensuring compliance with federal and state regulations. Provides guidance to employees and management regarding FMLA eligibility and leave entitlements. Collaborates with HR and legal teams to ensure seamless coordination of benefits and return-to-work processes.

Provided real-time technical support via chat for Verizon mobile devices, ensuring efficient troubleshooting and issue resolution. Assisted customers with device setup and software updates, optimizing performance and educating on security measures.

Retained 75% of customers seeking to cancel their Extended Warranty Plan through strategic negotiation. Assisted customers in submitting claims and negotiated tailored solutions to improve satisfaction and retention.

Processed phone claims for damaged or lost devices, guiding customers through complex data transfer procedures and ensuring swift resolutions. Managed intricate claim processes and effectively upsold protection plans.

Enrolled members diagnosed with cancer and cardiac issues into the Navigate4Me Program, coordinating comprehensive care plans. Acted as a patient advocate, ensuring smooth communication between all parties involved.

Delivered exceptional member satisfaction by providing personalized support and addressing healthcare-related concerns. Assisted with benefits inquiries and claims issue resolution, ensuring members understood their coverage.

Completed an Associate of Science in Computer Science, gaining foundational knowledge in programming, systems analysis, and computer applications, which supports a career in technology and administrative roles.