Peer Mazhar Ahmed

Hr Assistant - Disability & Leave services (UK) (Nov 2021- Feb 2023)

• Assist customers via call, case, and chat that are transferred to them by Front-line associates, or directly received.
• Adhere to defined processes and ensure delivery in accordance with set quality standards. Take ownership of complex and escalated cases.
• Conduct extensive research and use subject matter expertise to drive the right solution, advocate for customers, and own the solution until it is resolved.
• Team members gain DLS knowledge in system operation and policy application to appropriately address concerns and questions.
• Ability to navigate in the DALI system.
• Recommend changes to policies, SOPs, FAQs, scripts, and training to assist the Employee Response in the resolution of contacts.
• Work closely with partner teams to keep up-to-date on process changes, partner for quick resolution of cross-functional issues, and consult to improve processes.
• Document each contact, including reason for contact, root cause, information provided, and resolution. Promote customer use of self-service options whenever they are available.
• Escalate high impact/mass issues to leadership.

Hr Assistant - Disability & Leave services (USA) (Feb 2023- Continuous)

• Assist customers via call, case, and chat that are transferred to them by Front-line associates, or directly received.
• Approving the leave of absence if the Employee meets the Eligibility Criteria.
• Ability to navigate in the DALI system.
• Coordinate daily benefits processing, including enrolments, terminations, and claims.
• Advise Inform employees of the details of the company's benefit programs while they are on leave of Absence