Detail- oriented Human Resources Analyst with 25 years experience in Human Resources software, systems, laws, policies and procedures, employee benefits, payroll, payroll tax, training, operations, problem solving and customer service. Provides outstanding detailed and accurate information and resolution to employees, managers and customers. Educate individuals on HR and company policies, procedures and laws. Skilled at resolving complex issues of customers in support of team goals and objectives, training, operations procedures, problem solving and customer service through highly respected knowledge, research and communication. Respected development of relationships with all levels of employees and managers to provide trust and support. Expertise in 401K, ESPP, STD, LTD, employee relations, health, dental, vision, FMLA, HIPAA, Payroll, Payroll taxes, Policies, Procedures, Performance Management, Compensation, HRIS, and Recruitment, Peoplesoft 9.1
Answered employee questions regarding [Topic] and [Topic] and resolved any issues.Advised managers on organizational policy matters and recommend needed changes.Reviewed federal and state laws to confirm and enforce company compliance.Supported [Number] employees at all levels, including executive leadership.Increased customer service satisfaction and first call resolution by 15% within first six months of call center transformation while achieving $2 million in cost savings.
Responded to 75 - 100 calls per day with 90% first call resolution.
Responsible for maintaining high level production through phone answering 85% of calls within one minute.
Lead responsibility for email and online chat response time exceeding expected turn around time.
Provided training of new systems, policies and procedures, self-service systems usage with continued highly recognized performance.
Participated in numerous projects to enhance training communications for mergers and new systems as part of industry's largest payroll conversion.
Lead analyst in resolution of Payroll and Time and Attendance questions and problems for over 55,000 employees.
Increased responsibilities include handling difficult situations as floor supervisor and resolve corporate escalated issues as member of Team Service.
Responded to open enrollment questions Conducted benefits administration for 30,000 benefit-eligible employees.with employees on benefit program updates.
Hospitality Food Service Management
administrative support, analyst, benefits, call center, conversion, customer service, email, Funds, Human Resources, meetings, mergers, Payroll, policies, presenting, rapport, supervisor, phone
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