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JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Summary

Leadership oriented Human Resources Professional acknowledged for a strong work ethic, continual positive attitude, that is highly motivated and strategic. Offers a unique blend of academic achievement, organizational and motivational leadership, creativity, resourcefulness, and flexibility for change.

Highlights
  • Benefits administration
  • Payroll
  • Employee relations
  • Recruiting
  • Exceptional interpersonal skills
  • Deadline-oriented
  • High customer service standards
  • Organized
Experience
03/2015 to Current Human Resource Leave of Absence Consultant Graybar Electric Company, Inc. | Corporate - Bel Ridge, MO,
  • Manage workers compensation and all LOA cases varying types to include but not limited to: intermittent, maternity, short-term disability, long- term disability and unpaid leave for 3,000 employees.
  • Subject matter expert on the LOA process and the primary contact to the employee. Educate, assist and advise employees and managers on leave process and interpret Leaves of Absence policies.
  • Work with third party vendors to manage the leave process. Partner with key stakeholders (legal, disability vendor, benefits, payroll, management, etc.) as necessary to resolve escalated cases.
  • Advise top management on appropriate employee corrective actions.
  • Participate in the long-term resolution of conflicts and other employee relations issues by partnering with management to identify and reduce or eliminate root causes.
  • Formalize "interactive process" with employee to ensure accommodation needs are met upon return to work and increased the percentage of employee's returning to work.
  • Review and updated leave of absence and workers compensation policies to enforce company compliance.
  • Process biweekly payroll for employee's on leave of absence.
08/2013 to 03/2015 Human Resource Benefits Administrator AmeriHealth Caritas | City, STATE,
  • Supported 5,000 employees at all levels, including executive leadership.
  • Provided generalist level support by managing the day to day administration of health & wellness benefits, family medical leave, ADA, workers compensation, and tuition reimbursement.
  • Liaison between management, employees, and vendors by providing counseling, handling questions, interpreting policies, processing enrollments by phone and email, and resolve benefit related inquiries with a customer centric approach.
  • Created and modified job descriptions, job functions, and performance evaluation forms.
  • Guided the startup and management of HRIS testing during annual open enrollment.
  • Led a weekly open enrollment question and answer session with employees on benefit program updates via webinar.
  • Analyzed department training needs and developed new training guides based on the analysis.
  • Drafted department-specific employee announcements.
  • Managed communication regarding employee orientation and open enrollment for benefits.
  • Maintained current knowledge of federal, state and local employment practices and labor laws.
  • Partnered with training and development department to create a streamlined onboarding process for new hires.
  • Assisted with recruitment efforts by screening qualified candidates and scheduling interviews.
02/2012 to 08/2013 Human Resource Benefits Counselor Aramark | City, STATE,
  • Provided life/work event counseling, processed enrollments, and provided resolution of problems for over 250,000 Aramark domestic foods, hospitality and facility services via high volume inbound calls.
  • Maintained strong partnerships with Aramark Human Resources and business management to ensure delivery of customer service in a manner which is perceived by associates to be fair and equitable and ultimately delivers a high level of value-added organizational performance.
  • Ensured customer's calls were answered with minimal wait time and with the highest level of professionalism.
  • Facilitated Benefits Orientation including the assembly of folders/packages for newly eligible associates and explaining benefits materials to groups of 20+.
  • Communicated changes to human resource managers regarding open enrollment through webinar presentations and video conference.
  • Resolved personnel issues regarding human resources matters needing clarification, submissions and corrections.
  • Advised managers on organizational policy matters and recommend needed changes.
  • Provided training to department on as needed basis.
  • Completed Cobra forms for terminated employees.
06/2006 to 03/2012 Senior Customer Service Representative DESTINATION MATERNITY INC | City, STATE,
  • Managed high level of in-bound calls to cater to the service request of customers by placing phone orders and efficiently resolving escalated customer complaints and queries by providing appropriate solution.
  • Developed rapport with customer base by handling difficult issues with professionalism.
  • Provided a high level of product and leadership support to representatives and customers.
  • Achieved customer satisfaction rating of 95% within three months, exceeding department's goal of 80%.
  • Assisted with creating training manual targeted at resolving even the most difficult customer issues.
  • Owned team productivity metrics.
  • Improved service quality and increased sales by developing a strong knowledge of company's products and services.
  • Mentored, evaluated and monitored 10 call center representatives to demonstrate excellent telephone etiquette, one call resolution, and effective ways to service customers to increase ratings.
  • Recommended new approaches, policies, and procedures to maintain efficient and effective services such as creating a standard operating procedure.
  • Presented training information via role playing, simulations and team exercises.
  • Provided detailed monthly departmental reports and updates to senior management.
  • Interviewed, hired and trained new quality customer service representatives.
Education
Expected in 2016 Master of Science | Human Resource Development Drexel University, Philadelphia, Pennsylvania GPA:

Course work in strategic & organizational development.

Expected in 2014 Bachelor of Science | Labor and Employee Relations Penn State University, University Park, Pennsylvania GPA:
Expected in 2008 Associate of Science | Management Community College of Philadelphia, Philadelphia, Pennsylvania GPA:
Accomplishments
  • Revamped the tuition reimbursement process, which was implemented company-wide.
  • Implemented new training guide for HR solutions center.
  • Developed departmental guide that presented criteria on how to navigate HRIS system.
  • Provided assistance in hiring, training and goal path development.

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Resume Overview

School Attended

  • Drexel University
  • Penn State University
  • Community College of Philadelphia

Job Titles Held:

  • Human Resource Leave of Absence Consultant
  • Human Resource Benefits Administrator
  • Human Resource Benefits Counselor
  • Senior Customer Service Representative

Degrees

  • Master of Science
  • Bachelor of Science
  • Associate of Science

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