Microsoft Word, Power Point, Publisher, Excel, Visio, Outlook, SAP, Remedy, Cisco Historical Reports, Cisco Unified Contact Center Express 7.0
Excellent communication and interpersonal skills
Successful in learning and comprehending new systems and methods
Strong organizational, analytical and leadership skills
Skilled in researching, compiling and analyzing data
Information Technologies Department
Human Resources Associate04/2012 - 09/2015Novo Nordisk IncPrinceton, NJ
Senior Business Support Coordinator02/2007 - 04/2012Novo Nordisk IncPrinceton, NJ
Oversee and manage the overall role of Employees Services to ensure outstanding HR customer service to all Novo Nordisk employees Supervise and train all Employee Services Representatives and coordinate backup support Ensure professional, accurate, and timely responses to HR-related questions; including benefits, compensation, relocation, payroll, fleet, personal information, etc.
from employees calling our Employee Services phone line, via email, via face-to-face interaction Research and respond to questions requiring in-depth follow-up; act as back-up for phone support during peak periods Create and implement protocols and procedures for handling Employee Services calls/inquiries Create and execute processes and procedures to ensure clarity on the methods taken to reach various resolutions Identify and put into action process improvement opportunities and root cause analysis to better serve our customers; continuously develop and implement new solutions/resolutions, to streamline processes and eliminate repetitive issues Work first-hand with our internal Informational Technology Department to harness Remedy software and IVR capabilities Work first-hand with external Informational Technology companies to create and implement changes to current Remedy and Cisco Historical Reports systems in order to provide/improve metrics Develop and oversee key metrics to ensure first-class service is provided Maintain an understanding of each HR functional area, policies and relevant laws and regulations, and keep abreast of changes and updates in each area in order to communicate these updates to the team Participated on the 2010-2011 'HR Process Effectiveness Team'; brainstormed and helped implement new methods for housing HR Processes and Procedures Create and execute the Employee Services communication plan Create monthly metric reports, review, and identify trends and implement solutions to eliminate ongoing issues; improve the level of employee communications and customer service Prepare and update other statistical data/metrics related to frequently asked questions, call volume, response time, etc.
Create and continuously update an all-inclusive training plan to ensure that all Employee Services Representatives are well-trained, and can provide immediate answers to employees without seeking the assistance of additional parties Develop and implement ways to simplify and enhance search capabilities and answers located in the Employee Services Remedy Solutions Knowledge Base (SKB) Build the talents of reporting personnel to assume increased levels of responsibility Ensure that reporting personnel understand the priorities of the business, that their work is focused on those priorities, and that they understand their level of accountability for results and the measurement process Manage the application and communication of all Novo Nordisk policies, procedures and fundamentals of various questions fielded by the Employee Services team Facilitate an open and honest communication system within the Employee Services team, leading to complete engagement and commitment within the team.
Administrative/Clerical Team Member12/2006 - 02/2007Target Stores, IncManalapan, NJ
Provide excellent guest service by handling heavy call volume quickly and efficiently Respond to all team member questions promptly and courteously Monitor equipment and ensure equipment is available for team members Receive, sort, and distribute store mail; process outbound mail Create, format, and maintain spreadsheets and department work schedules Data entry and maintenance of confidential office files.
Support Coordinator06/2001 - 04/2005Siemens Business Services, IncNew York, NY
Coordinated service calls between 10 technicians and 100+ users Directed incoming service calls to appropriate parties via telephone and computer systems Coordinated the deployment of equipment received from the Siemens warehouse to the client location Created tickets for technicians to install computer hardware and software Updated trouble tickets with relevant information to keep technicians and users informed of work progress Maintained database of on-site equipmentinventory Maintained and monitored various service call queues Kept management informed of urgent issues and maintained status reports.
Administrative Assistant10/2000 - 04/2001Maimonides Medical CenterBrooklyn, NY
Provided administrative support for the Director of the Orthopedic Department, 8 Attending Physicians, 20 Medical Residents and 4 Interns Prepared weekly expense reports and check requests Established and maintained confidential files Independently drafted, edited and distributed correspondence 2.
1997Bachelor of Science:Stony Brook University - PsychologyStony Brook, NYPsychology