Monica Santillano
@monicasantillano
Leave of absence and accommodation leader with deep FMLA/ADA compliance and operations experience.
United StatesWhat I'm looking for
I am a seasoned leave of absence and accommodation specialist with over a decade of experience administering complex leave programs across the US and Canada. I serve as a subject-matter expert on FMLA, ADA/ADAAA and related federal, state and local laws, partnering with HR, Payroll, Benefits, Risk and Legal to ensure compliance and smooth employee transitions.
I have led escalation efforts, developed and streamlined processes, created and delivered training materials, and analyzed leave data to inform policy and operational improvements. I manage high case volumes while maintaining confidentiality and timely communications with employees, managers and third-party vendors.
Earlier in my career I progressed through call center roles into operations management, gaining strengths in team leadership, performance analysis, staffing, and customer service. I combine strong interpersonal and communication skills with practical proficiency in Microsoft Office, CRM systems, Kronos and leave-management tools.
Experience
Work history, roles, and key accomplishments
Leave of Absence Lead
Foundever
Jul 2023 - Present (2 years 6 months)
Oversee administration and compliance of US/CA leave programs (FMLA/ADA/etc.), serve as subject-matter expert and escalation point, and partner with HR, Payroll, Benefits, Risk and Legal to resolve pay/benefit issues and streamline processes.
Leave of Absence Support Specialist
SYKES/Foundever
May 2014 - Jul 2023 (9 years 2 months)
Administer complex leave and accommodation requests under FMLA/ADA and state/local laws, manage high case volumes end-to-end, maintain confidential documentation, and communicate with employees and supervisors to ensure compliance and smooth returns to work.
Call Center Operations Manager
Clinica Family Health Services
Jan 2013 - May 2014 (1 year 4 months)
Managed daily call center operations, hiring and onboarding, performance evaluation, scheduling and reporting to improve efficiency and customer satisfaction across clinic sites.
Call Center Lead
Clinica Family Health Services
Jan 2012 - Jan 2013 (1 year)
Answered high-volume inbound calls, managed appointments and insurance verifications, trained new hires, and acted in manager capacity during absences to maintain operations.
Call Center Attendant
Clinica Family Health Services
Dec 2010 - Jan 2012 (1 year 1 month)
Handled inbound calls to schedule and manage appointments, verify insurance, and provide empathetic customer service in a fast-paced healthcare environment.
Sales Associate
Gordmans
Jan 2006 - Dec 2010 (4 years 11 months)
Assisted customers with product inquiries and checkout, maintained product displays, handled incoming calls, and supported store departments to drive sales and service.
Education
Degrees, certifications, and relevant coursework
Adams City High School
High School Diploma, General Education
High School Diploma awarded in 2005 from Adams City High School.
Availability
Location
United StatesAuthorized to work in
Job categories
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