Af-Asia Rouse
Atlanta
Summary
Investigative and employee relations professional with extensive experience in case management, workplace conflict resolution, and policy compliance. Proven ability to conduct thorough investigations, analyze complex cases, and provide fair and impartial resolutions. Adept at handling sensitive issues, including discrimination, harassment, retaliation, and workplace disputes, while maintaining confidentiality and fostering a positive employee experience. Skilled in collaborating with legal, HR, and leadership teams to ensure alignment with company policies and employment laws.
Overview
11
11
years of professional experience
Work History
Senior Disability Case Manager
Lincoln Financial Group
11.2022 - Current
- Conduct complex case investigations, analyzing medical documentation, employee statements, and policy guidelines to make informed decisions
- Manage sensitive cases involving workplace accommodations, ensuring compliance with federal and state regulations while maintaining a fair employee experience
- Advise leadership on case trends, providing insights to improve workplace policies and reduce risk
- Draft detailed case reports and documentation, ensuring accuracy and adherence to compliance standards
- Collaborate with HR, legal teams, and external consultants to resolve escalated employee concerns and disputes
Senior Ability Analyst
The Hartford
08.2021 - 11.2022
- Investigated and resolved high-complexity cases involving employee disputes, disability claims, and regulatory compliance issues
- Assessed workplace policies and recommended solutions to address potential risks, including workplace discrimination and unfair treatment
- Conducted interviews with employees, managers, and third parties to collect facts and determine fair resolutions
- Prepared formal investigative reports, presenting findings and recommended actions to leadership teams
- Provided training to HR teams and managers on best practices for handling workplace concerns and improving employee relations
Call Center Supervisor
MAXIMUS FEDERAL
04.2021 - 07.2021
- Led a team of 20+ employees, managing performance, training, and conflict resolution in a high-stakes customer service environment
- Investigated employee concerns, misconduct, and escalations, ensuring fair and unbiased resolutions
- Developed training programs to improve compliance with company policies and customer service standards
- Provided coaching and feedback to improve employee engagement and workplace culture
Other Party Liability Representative
Blue Cross Blue Shield of WNY
01.2020 - 05.2021
- Conducted thorough investigations of liability cases, working with employees, legal teams, and third parties to determine accountability
- Analyzed case reports, gathered witness statements, and reviewed policy guidelines to provide accurate resolutions
- Worked cross-functionally with HR and leadership to assess risk and implement workplace policies that promote fairness and compliance
Licensed Insurance Agent
GEICO
05.2014 - 10.2019
- Handled sensitive client interactions, providing solutions that balanced company policies with customer needs
- Investigated coverage disputes and escalated claims, ensuring compliance with industry regulations
- Developed negotiation skills through resolving complex customer concerns and contract discrepancies
Education
Bachelor of Arts - Communications
SUNY Buffalo State College
Buffalo, NY05.2015
Skills
- Workplace Investigations
- Conflict Resolution
- Employee Relations
- Case Management
- Discrimination Investigations
- Harassment Investigations
- Policy Compliance
- Regulatory Adherence
- Risk Mitigation
- Decision-Making
- Mediation
- Restorative Solutions
- Interviewing
- Fact-Finding
- Documentation
- Report Writing
- Leadership
- Stakeholder Collaboration
- Training
- Workplace Culture Enhancement
Leadership Affiliations
Sigma Gamma Rho Sorority, Inc., Buffalo, NY, Held multiple leadership roles, including Vice President, Secretary, Historian, and Financial Secretary., Organized and led community initiatives, promoting equity, inclusion, and professional development., Managed financial records, contracts, and compliance documentation, ensuring transparency and accountability.
Timeline
Senior Disability Case Manager
Lincoln Financial Group
11.2022 - Current
Senior Ability Analyst
The Hartford
08.2021 - 11.2022
Call Center Supervisor
MAXIMUS FEDERAL
04.2021 - 07.2021
Other Party Liability Representative
Blue Cross Blue Shield of WNY
01.2020 - 05.2021
Licensed Insurance Agent
GEICO
05.2014 - 10.2019
Bachelor of Arts - Communications
SUNY Buffalo State College
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