Amera Osei Kuffour
Houston
Summary
With over three years of dedicated experience, I am an HR expert specializing in Leave and Absence Management, STD, ADA, & PFML Claims analysis and People Operations. Adept at navigating the intricacies of employee leave policies, I brings a strong foundation in people operations coordination and administrative support. My skills include precise record-keeping, streamlined leave and claims processes, detail oriented, effective communication and fostering positive employee experiences. Ready to contribute expertise in creating efficient HR systems and supporting organizational success. Focused on building fantastic customer/client relationships, working to identify their needs, providing resolutions, making sure business needs are met and contributing to process guidelines for organizational growth.
Overview
5
5
years of professional experience
Work History
PFML Claims Analyst
Principal Financial Group
09.2023 - Current
- Process and analyze Paid Family and Medical Leave claims in a timely and accurate manner.
- Review and interpret insurance policies to determine eligibility and coverage for claims.
- Utilize strong analytical skills to assess and evaluate medical information and determine appropriate claim decisions.
- Conducted thorough investigations into each claim, gathering relevant data and documentation to support decision-making processes.
- Maintained compliance with industry regulations and company policies while managing sensitive client information and claims records.
- Provided exceptional customer service by promptly addressing inquiries from policyholders, agents, and other stakeholders regarding the status of their claims.
- Contributed to continuous improvement efforts by providing suggestions and feedback to enhance claim processing efficiency and customer satisfaction.
- Participated in ongoing training programs to stay current on industry developments and maintain a strong understanding of relevant laws and regulations affecting the claims process.
Leave and Benefit Administrator
Sparrow
10.2022 - 11.2023
- Manage employee leave requests and ensure compliance with company policies.
- Advise employees interaction of leave laws with paid time off, worker's compensation, and short-term and long-term disability benefits.
- Ensure HRIS and other system data is current; partner with HRIS and Payroll teams to create reports and update leave types and related information.
- Keep abreast of applicable federal, state, and local leave and related laws including FMLA, ADA, and paid sick leave.
- Handles FMLA leave administration process from the employee's initial notice of the need for leave to return to work.
- Provide accurate and appropriate leave information to employees, employers, sales offices and other interested parties; resolve issues through effective oral and written communication. Analyze, research and respond to questions and issues, involving the appropriate people within or outside the department or company.
- Track all complexities of certified and reported leaves, including federal and statutory Family Medical Leave Act (FMLA), state company specific and other leaves
- Address average of 60 client leave tickets each week.
HR Assistant | Disability Claims Call Center
Amazon
08.2021 - 07.2022
- Interacted directly with Amazon employees in a way that builds trust and displays empathy by providing accurate information and resolving issues.
- Investigate, secure and analyze information pertaining to employees’ eligibility status, medical condition, occupational or employer requirements, and statutory regulations to accurately determine eligibility for and entitlement to leaves.
- Responsible for actively listening to employees concerns and questions, and providing information about HR policy, time off policy, pay impacts, benefits information and other HR items.
- Took ownership of call flows and ownership of employee contacts by de-escalating difficult conversations and ensuring that each contact is accepted and resolved with a high degree of customer focus.
- Assessed and processed queries received via phone or web case and log contacts into the shared service case management system.
- Identify file/fact discrepancies and outstanding issues and secure additional documentation as needed while administering or tracking leaves within prescribed timeframes and service expectations.
- Demonstrated solid relationship management skills with internal and external clients.
- Carried out duties in compliance with all company, state, and federal regulations and guidelines while maintaining confidentiality.
Recruiting Coordinator
One Source Staffing Agency
07.2020 - 03.2021
- Consult with leaders, hiring managers and HR team on position descriptions, requisition creation, compensation and sourcing strategies
- Strong understanding of staffing principles, laws, and procedures and a solid working knowledge of recruitment programs
- Recruit and perform talent acquisition activities such as resume & phone screens, candidate interviews, recommend final selection of applicants and close qualified candidates
- Operated and maintained applicant tracking and candidate management systems.
- Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
- Scheduled and conducted 15-20 interviews each week.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
- Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials, and conducting initial interviews and pre-screening assessments.
- Compiled and produced qualified candidates' information for hiring manager review and liaised between parties to coordinate formal, management interviews.
- Streamlined the recruitment process by implementing an Applicant Tracking System, improving efficiency and reducing time to hire.
- Managed job postings on various platforms, increasing visibility and attracting top talent for open positions.
Executive Assistant
Prairie View A&M University
05.2019 - 05.2020
- Provided real-time scheduling support for Executive Director of Procurement and Disbursement Services department .
- Managed and coordinated projects and processes in support of effective business operations.
- Accurately maintaining detailed records, coordinating meetings, and multitasking within fast- paced atmospheres
- Liaised with executive and senior administrative assistants to handle requests and queries from senior managers.
- Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team productivity.
- Organized envelopes, postage and mail correspondence for staff and management, maintaining postage meter and coordinating with delivery and courier services.
- Updated executives on changing business needs by thoroughly documenting internal and client meetings.
- Developed and maintained automated alert system for upcoming deadlines on incoming requests and events.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
- Volunteered to help with special projects of varying degrees of complexity.
- Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.
Education
BBA - Human Resources Management
Texas A&M University - Central Texas
true05-2025
Skills
- Startup
- Mastery of Microsoft Office (Outlook,Word, Excel, PowerPoint), Google Suite (Sharepoint, Workspace, Slides, Calendar ), and Slack
- Skilled in Project Management software as Asana, ClickUp, Monday
- Experienced using Zendesk, Salesforce, Hubspot, FINEOS, Paycom, Paylocity, ClearCo, Checkr and JIRA
- Excellent communication skills with focus on team-building and customer/Stakeholders’ Relations
- Benefits consultation
- Mass Recruiting
- Claims analysis
- Outstanding organizational, multitasking, and problem-solving abilities
- Proficient in creating SOP’s, optimizing and automating client and employee onboarding systems and processes
Additional Information
- Outstanding Customer Service Award – Vanguard March 2021. Recognized for outstanding service to clients and dedication to fellow employees. Received one of two awards given in a corporation of 1000+ employees.
References
References available upon request.
Timeline
PFML Claims Analyst
Principal Financial Group
09.2023 - Current
Leave and Benefit Administrator
Sparrow
10.2022 - 11.2023
HR Assistant | Disability Claims Call Center
Amazon
08.2021 - 07.2022
Recruiting Coordinator
One Source Staffing Agency
07.2020 - 03.2021
Executive Assistant
Prairie View A&M University
05.2019 - 05.2020
BBA - Human Resources Management
Texas A&M University - Central Texas
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