hr operations service center lead resume example with 17+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,

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

  • Exceptional interpersonal skills
  • Benefits administrator
  • Payroll expertise
  • HRIS applications proficient
02/2003 to 03/2016 HR Operations Service Center Lead Adapt Community Network | Sunnyside, NY,

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.

08/2002 to 02/2003 Case Manager - Contractor Idaho National Laboratory | Idaho Falls, ID,

Responded to open enrollment questions Conducted benefits administration for 30,000 benefit-eligible employees.with employees on benefit program updates.

07/2001 to 04/2002 Case Manager Contractor National City Corporation/ProResource-Contractor | City, STATE,
    Responded to open enrollment questions Conducted benefits administration for 30,000 benefit-eligible employees.with employees on benefit program updates.
05/2016 to 08/2016 Benefits Assistant ICI Paints/Satellite Employment - Contractor | City, STATE,
  • Audited and identified payroll inconsistencies of disability participants.
  • Created system for accurate tracking of STD and LTD disability pay decreasing overpayments by 20%.
  • Provided administrative support to Human Resources and payroll teams.
01/1 to 05/2016 Funds Administrator Associated Third Party Administrators | City, STATE,
  • to Sheet Metal Workers' Union Local #33 Developed automated employee contribution system for seven districts resulting in immediate collection from union contractors.
  • Distributed $4 million of contractor contributions to over forty different funds.
  • Implemented an automated process of Sheet Metal Workers' Benefit Funds increasing productivity 10%.
  • Increased collection of delinquent contractor contributions and assessment fines creating cost savings of 10%.
  • Reviewed, revamped, re-enrolled 700 union members into Health & Welfare benefits.
  • Created and implemented change in calculation of Health & Welfare account balances resulting in increased availability of funds.
  • Participated and attended Boards of Trustee meetings presenting suggestions and ideas for increased member satisfaction.
  • Consulted retirees and processed pension, annuity benefits, and supplemental Health & Welfare benefits.
  • Supervised staff of two.
  • Developed communication and rapport with vendors,.
Expected in 1985 to to Bachelor of Science | Hospitality Food Service Management Kent State University, Kent, OH GPA:

Hospitality Food Service Management

Life member of Mayfield High School Alumni Association Cleveland Society for Human Resource Management (CSHRM) Secretary and founding member of International Food Service Executives Association-Kent State University Junior Branch School of Family & Consumer Studies Coordinating Committee

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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Resume Overview

School Attended

  • Kent State University

Job Titles Held:

  • HR Operations Service Center Lead
  • Case Manager - Contractor
  • Case Manager Contractor
  • Benefits Assistant
  • Funds Administrator


  • Bachelor of Science

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