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Customer Care Professional Resume Example

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CUSTOMER CARE PROFESSIONAL
Summary

Certified Human Resources Professional with extensive employee benefits and compensation experience in a full range of functions, as well as success in simultaneously managing multiple projects.

Skill Highlights
  • Benefit plan design, implementation and administration
  • Human Resources Information Systems
  • Employee relations
  • Employment law
  • Forecasting
  • Compensation plan development, implementation and administration
  • Performance management
  • Business and requirements analysis
  • Cost reduction
Accomplishments
  • Earned Senior Human Resources Professional certification, June 2009.
  • Designed, developed, and implemented a comprehensive market based compensation plan
  • Conducted mass wage/salary review for over 1,000 employees; 97% of population received an increase with less than 5% gross impact to total payroll.
  • Achieved 6% cost savings to self-funded medical plan
  • Implemented new HRIS system
Experience
Customer Care Professional
October 2014 to Current Alorica - Tulsa, OK
  • Demonstrated mastery of customer service call script within specified time frames.
  • Provided accurate and appropriate information in response to customer inquiries.Maintained up-to-date records at all times.
  • Addressed customer service inquiries in a timely and accurate fashion.
  • Ran reports and supplied data to fulfill customer report requirements.
  • Ensuring that calls are processed in strict adherence to established policies, procedures, and quality standards, as well as any federal laws and regulations
Owner/Consultant
July 2013 to July 2015 DHI Human Resources Consulting - Tulsa, OK
  • HR and management consulting for small to mid-sized companies that recognize the need and value of having a solid foundation on which to build and grow their business.
  • Specializing in Compensation, Benefits, Performance Management, and Employee Development.
HR Generalist
May 2011 to July 2013 Paychex, Inc - Tulsa, OK
  • Provided proactive Human Resources management development planning to facilitate long-term client retention.
  • Consulted with clients on Human Resources related issues and served as the primary POC for client needs.
Human Resources Manager - Compensation & Benefits
August 2006 to November 2009 River Spirit Casino (formerly Creek Nation Casino - Tulsa) - Tulsa, OK
  • Managed benefits and compensation programs to attract, retain, and motivate employees of the casino.
  • Analyzed and evaluated services, coverage and options available to determine programs best matching requirements of the organization.
  • Developed and maintained relationships with management, staff, vendors, and consultants.
  • Developed and maintained department budget.
  • Provided guidance, counsel, instruction, and support to management and staff relating to all matters of human capital including salary/wage budget, performance metrics and processes.
  • Performed investigations and dispute resolution actions.
HR Specialist - Compensation & Benefits
December 2004 to August 2006 Creek Nation Casino - Tulsa - Tulsa, OK
  • Coordinated, installed and administered employee benefit programs.
  • Provided special guidance or assistance in implementation, application or of benefit programs, policies or procedures.
  • Conducted surveys, analyzed and maintained information on benefit programs in the marketplace.
  • Employee liaison with insurance companies, brokers or other agencies.
  • Conducted enrollment meetings and advised personnel on eligibility, application and conditions of benefit programs.
Benefits Administrator
October 2001 to December 2004 Berendsen Fluid Power - Tulsa, OK
  • Administered Medical, Dental, STDP, LTD, Life, COBRA, Worker's Compensation, 401(k), and FMLA benefits/plans.
  • Monitored and analyzed costs for self-insured medical and dental plans.
  • Evaluated, developed, implemented and updated plans and procedures.
  • Maintained accuracy of coverage participation and eligibility data.
  • Researched and resolved issues; reconciled vendor reports; processed monthly billings; conducted research of new benefits/providers; prepared monthly department activities report
  • Published Quarterly Benefits Newsletter.
Education
BS : Business Management, April 2002 University of Phoenix - Tulsa, OK

Business Management
Human Resources Tulsa Community College - Tulsa, OK

Human Resources
Certifications

Senior Professional of Human Resources (SPHR) 

Human Resources Certification Institute

June 2009 to September 2015 (Recertification pending)


Senior Certified Professional (SHRM-SCP) 

Society for Human Resources Management

August 2015 to September 2018

Skills
  • Excellent verbal and written communication and interpersonal skills
  • Experience working closely with all levels of management and employees
  • Extensive experience with Microsoft Office products, including Access
  • Experience with MS Project, MS Outlook and Microsoft Works
  • Annual open enrollment
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Resume Overview

Companies Worked For:

  • Alorica
  • DHI Human Resources Consulting
  • Paychex, Inc
  • River Spirit Casino (formerly Creek Nation Casino - Tulsa)
  • Creek Nation Casino - Tulsa
  • Berendsen Fluid Power

School Attended

  • University of Phoenix
  • Tulsa Community College

Job Titles Held:

  • Customer Care Professional
  • Owner/Consultant
  • HR Generalist
  • Human Resources Manager - Compensation & Benefits
  • HR Specialist - Compensation & Benefits
  • Benefits Administrator

Degrees

  • BS : Business Management , April 2002
    Human Resources

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