Sofia Leandro

I’m a Customer & HR Operations Specialist with a background in HR operations, case management, and customer support, focused on handling complex cases and delivering high-quality service in fast-paced environments.

At Concentrix (CIGNA), I delivered customer support for insurance members by managing complex claims and eligibility issues, coordinating with billing and internal departments to resolve policy and claim discrepancies, and providing real-time floor support to new agents during live customer interactions.

At Amazon, I served as an HR Specialist / Disability Case Manager, managing employee medical leaves and short-term disability claims end-to-end. I interpreted medical documentation to ensure compliance with policy requirements, collaborated with employees and healthcare providers to verify claim information, and processed payroll adjustments including off-cycle payments and corrections while maintaining accurate case tracking systems.

Currently at Panda Dynasty, I coach and support customer service agents, help workforce operations run more efficiently, and contribute to performance outcomes by monitoring metrics and guiding agents toward targets. I’m energized by cross-functional coordination, documentation accuracy, and continuous improvement, and I’m bringing that same structured, high-touch mindset to HR operations and customer experience.