hr analyst workforce admin lead resume example with 16+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -

Versatile, reliable and efficient with 7+ years experience supporting clients, managers and executives in high paced environments. Diversified experience includes client support, human resources, data entry, training, quality assurance, and administrative support. Excellent people skills, problem-solving, organization skills and ability to perform well in a team.

  • Extensive Customer Service and People Skills
  • Salesforce, MS Word, Power Point, Excel, Outlook, Windows Vista, E-Fax
  • Ultipro, ADP, SAP SuccessFactors, ServiceNow, Fuze, Microsoft Teams
  • Training and Coaching
  • Customer Relations
  • Strong Problem Solver
  • Meticulous Attention to Detail
11/2017 to Current
HR Analyst-Workforce Admin Lead Sage Intacct San Francisco, CA,
  • Provides high quality service and support to HR Business Partners regarding complex, confidential inquiries/requests related to employee data management via ServiceNow and email
  • Monitor and manage case resolution in ServiceNow to ensure performance and processing standards are exceeded.
  • SME for SAP Successfactors workflow transaction related questions
  • Final approver for workflow transactions for all US and International employee data changes
  • Created and maintains training material relating to workflow transaction types-new hire, promotions, off cycle adjustments, demotions and lateral data changes
  • Identifies training gaps and deliver training sessions to new hire and existing employees
  • Update and maintain requisitions, job descriptions, job codes in SAP Successfactors
  • Ensures Step Level Wage Rates are administered to HR Business Partners globally
  • Generates position data reports and analyze data to ensure accuracy related to org reporting structures, workflows, incentives and/or step pay data
  • Performs data entry in multiple records systems while looking for discrepancies in data for correction
  • Participated in several projects and department initiatives to implement process improvements
  • Organizes and maintains filing and document management systems related to foundation table data in SuccessFactors
  • Collaborates with other HR teams to identify, research and correct problems and implement fixes
10/2013 to 11/2017
Training & Quality Assurance Supervisor Act-On Software Portland, OR,
  • Collect and compile statistical quality data, complete weekly Key Performance Indicator (KPIs) & Quality
  • Assurance excel reports to effectively measure performance and service levels
  • Conducts weekly analysis of monitoring results and provides feedback and recommendations to call center director and analysts
  • Assesses individual CSAT results and identifies training/coaching opportunities
  • Responsible for supervising and coaching a team of analysts in providing quality customer service & support to healthcare providers and vendor suppliers
  • Responsible for training new hires, management, cross training existing analysts, identifying training gaps and organize training sessions
  • Designs, develops and updates the training materials including new products and processes
  • Delivers global training through a variety of approaches including webinars, classroom style, one-on-one mentoring and on-the-job training
  • Sets a positive tone for the training, including setting expectations, encouraging participation, and using positive reinforcement techniques
  • Partners with management to identify specific opportunities and skills requiring employee improvement, such as, better understanding of policies, procedures, regulations, and customer relations.
03/2011 to 10/2013
Support Analyst Vendormate City, STATE,
  • Assists healthcare providers and vendor suppliers via phone, web and chat regarding compliance status, onboarding & credentialing requirements
  • Advise vendor suppliers of options to complete onboarding by satisfying Drug Screens, Criminal Background Checks, Immunizations and Training Certifications
  • Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
  • Educate and train healthcare providers and vendor suppliers by leading virtual training webinars on Credential Manager, Medzo and Vendormate Mobile App products
  • Utilize knowledge of to create reports and resolve the most complex support cases
  • Consistently maintained highest CSAT and productivity on Support Team
  • Assign and manage a ticket queue in Salesforce
  • Point of contact for all escalations
  • Responded to phone and email questions and concerns, resolving over 50 issues daily.
Education and Training
Expected in 05/2005 to to
Bachelor of Arts: Sociology
Voorhees College - ,

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Resume Overview

School Attended

  • Voorhees College

Job Titles Held:

  • HR Analyst-Workforce Admin Lead
  • Training & Quality Assurance Supervisor
  • Support Analyst


  • Bachelor of Arts

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