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hr operations manager contract resume example with 8+ years of experience

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

Communicative HR Operations Manager with 7+ years of experience in customer support, call centers and virtual chat. Goal-oriented leader, highly familiar with customer relations systems (CRM), CMS, conflict resolution, case management, escalations and negotiations. Excited to bring my proven skills to the Customer Service Rep HCB-Ops position.

Core Competencies
  • 3 Years leadership in contact center
  • Proficiency with Microsoft Excel
  • WFM
  • High volume call center
  • Analytical negotiations
  • Billing support
  • Build customer relations
  • Bachelors degree GPA 3.5
Experience
09/2020 to 11/2022
HR Operations Manager (Contract) H&M Pottstown, PA,
  • Managed full-cycle human resource operational activities to hire 20 certified financial advisors while meeting established hiring deadlines
  • Worked in collaborative team environment with hire level management to exceed KPI hiring goals
  • Demonstrated high degree of ability to analyze data, prepare flow charts and use excel to summarize job analysis and compensation analysis
  • Handled all schedule-related requests, including PTO, shift swaps and overtime in Kronos
  • Processed FMLA, State leaves, Disability, compensations and benefits
    Avaya and CMS
09/2019 to 07/2020
Customer Service/Problem Solve Lead/FC1 Amazon And Its Affiliates City, STATE,
  • Decreased cost by 16% while supervising a team of 14 employees in locating missing/damaged packages
  • Handled large inbound call volumes in fast-paced environment, through phone, email and chat while maintaining empathy in offering additional replacement products
  • Increased quality control 10%, by coaching staff on methods to identify and effectively resolve escalated calls
  • Handle inbound and outbound calls with an emphasis on excellent customer service in a call center environment.
  • Take responsibility for addressing member issues, questions, concerns, and see them through to resolution.
  • Respond to members and providers in a polite and courteous manner, with patience, empathy, care, compassion, and sincerity in voice tone and pace.
  • Assist members with medical and pharmacy benefits, medical plan overview, behavioral health inquiries, claims, provider search and prior authorization.
  • Provide member education on HSA, FSA, HRA, and other financial accounts.
  • Serve as a Health Care Advisor, going above and beyond for consumers, creating a memorable consumer experience, and providing expert, proactive service to members by:
  • Finding creative ways to do more than what the member expects
  • Delighting each member by meeting their unexpressed needs
  • Leaving each person feeling confident and cared for
  • Provide services such as:
  • Education to help simplify the healthcare system and validate members understanding of next best actions
  • Advise members in choosing healthcare providers that meet and exceed consumer needs
  • Educate members on clinical and wellness resources they can take advantage of to manage a health condition/disease or reach a wellness goal
  • Provide education to members to assist in understanding benefits, terminology, claim resolution and Explanation of Benefit interpretation
  • Serve as an advocate by responding to, resolving, and escalating complex claim issues with internal and external resources
  • Initiate telephone calls to internal sources, membership, providers, and other claim payers to gather data and determine resolution to claim issues
  • Refer qualified members into Wellness and clinical programs
  • Solve problems systematically, using sound business judgment, and following through on commitments
  • Consistently meet established productivity, schedule adherence, meeting metric expectations, and quality audit standards
  • Work with cross carries to ensure member follow up and resolution (cross carrier functions)
  • Work with providers and plans to help ensure critical info is being relayed timely between the plan and the provider.
  • Support multiple clients and their individual expectations.
  • Help establish patient appointments for the first time visit to the PCP.
  • Provide community resources once internal resources have been exhausted (e.g., Financial assistant programs, Medical assistant program resources)
  • Work with Network management to ensure panel request are up to date and when providers are not confirming to the contract (e.g., balance billing)

03/2016 to 08/2019
Operations Customer Service Rep (Lead) Alorica/United Health Care City, STATE,
  • Led 25 new hires in techniques to maintained strong call control exceeding company goals by achieving 98% (CSI) Customer Satisfaction Index
  • Resolved customer in a courteous manner, with patience, empathy, and compassion, regarding issues with filing claims, determine liability, billing, accrued charges and fees, processing payments all while annotating notes in company systems
  • 1+ years of experience with United Healthcare Insurance campaign assisting members with medical, pharmacy benefits, medical plan overview, behavioral health inquiries and claims.
  • Helped team in navigating systems to provide members education on HSA, FSA, HRA, and other financial accounts
09/2013 to 01/2016
Store Operations Manager Sally Beauty Supply City, STATE,
  • Oversaw store operations for staff of 2 assistant managers and 20 employees to exceed store sales goals by 21%
  • Performed HR task such as processing payroll, recruiting, onboarding, scheduling and approving PTO
  • Ability to multi-task and handle complex stressful interactions
Education and Training
Expected in to to
Master of Arts: Business Administration
University of Maryland University College - Baltimore, MD
GPA:
Expected in to to
BA: Business Administration
College of New Rochelle - New Rochelle, NY
GPA:
  • Currently enrolled in SHRM certification course
Computer Skills

BambooHR, iCSM, ADP Workforce Now, PeopleSoft, Linux, Microsoft Office 365, Excel Powerpoint, Outlook, Access, Google Calendar and Zoom CieTrade, Windows Operating Systems, multiple web browsers, data base searching, and instant messenger tools

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Resume Overview

School Attended

  • University of Maryland University College
  • College of New Rochelle

Job Titles Held:

  • HR Operations Manager (Contract)
  • Customer Service/Problem Solve Lead/FC1
  • Operations Customer Service Rep (Lead)
  • Store Operations Manager

Degrees

  • Master of Arts
  • BA

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