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senior hr customer care consultant supervisor resume example with 19+ 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

Relocated to Atlanta. Well-versed Human Resources leader bringing over 4 years experience in complex administration and employee relations, offering outstanding customer service, engagement and data confidentiality skills. Known for effectively communicating in simple to understand terms, with excellent attention to detail I am skilled in processing daily high risk monetary transactions, managing customer employee escalations and case workflows internal investigations for benefits issues, processes and timelines to successful completion in high-volume customer driven HR benefits call center operations. Reliable and adaptable in HR proficiencies working collaboratively to support teams within legal, compliance, payroll, HRIS operations and training development. I am motivated to continue to excel in customer satisfaction by serving employees well and advocating for positive relationships between employees and employers that contribute to your company success goals.

Skills
  • Quality assurance
  • Escalations and conflict resolution
  • Client and employee relations
  • Proficient in Microsoft Office, Zoom and Team Chat
  • Compliance, federal rules and regulations
  • Data management and analysis
  • Training development
  • HRIS proficient in Workday, PeopleSoft, SAP Concur and Salesforce
Experience
01/2021 to 11/2022
Senior HR Customer Care Consultant Alight Solutions , ,

McKinsey & Company, AIG, UBS Wealth Management, Cummins Inc. and Accenture.

  • Provided customer support functions in human resources call center operations for Fortune Global 500 Companies.
  • Promoted to On The Floor Supervisor supporting 30-35 HR Customer Care Specialists 1 & 2, managed employees, retirees and 3rd party vendors call escalation requests for supervisor and resolved issues. Provided quality assessment review of agents escalations, led training on skill gap, operational inefficiencies, adherence to customer experience interaction per client guidelines and benefits plan rules.
  • Answered as subject matter expert inbound call escalation supervisor requests and complaints from employees, retirees, senior leadership, 3rd party vendors as well as urgent emails from client leadership; spearheaded follow up to 100% resolution for each issue, promptly defused and reduced employee media threats and legal claims requests through exceptional federal regulations and employer plan knowledge, conflict mediation, problem-solving abilities and efficient service.
  • Created escalation cases for employee relation concerns, led independent analysis, audited employee account, researched regulations and plan compliance resolutions, prepared documentation. Coordinated with various company teams offered and implemented successful solutions to customer employee problems.
  • Processed customer employee account changes with proprietary HRIS software. Promptly responded to highly compensated employees, firm partners, senior leadership and financial advisors, delivered consultative guidance on plan, employment changes benefits implications, payroll questions, medical retiree account, administered enrollments, contribution changes, medical and tuition reimbursements, 401K and pension distributions, self-directed brokerage accounts transfers, updated bank details and processed payments, IRA details and rollovers.
  • Led Nonresident Alien Employees through successful completion of US tax treaty with foreign countries process, oversaw collection of required tax documents, ensured accuracy and regulatory compliance approvals met with client banks, operations and legal, processed international wire transfers, payment confirmations and tax receipt.
  • Liaised with senior leadership provided support on special projects, included new hire training, 402G refunds, after tax lump sum window.
08/2018 to 12/2020
HR Customer Care Specialist 1 & 2 Alight Solutions , ,

GE Baker Hughes, Marriott International, University Of Pittsburgh Medical Center, Procter & Gamble and AbbVie.

  • Administered support functions in human resources for Fortune 500 Companies.
  • Answered per shift daily average of 60+ high volume calls and web-based communications, exceeded service level target volume by 20%.
  • Educated employees and retirees on medical and retirement benefits, payroll questions, multi-million dollar retirement plans, federal guidelines and tax implications within the plan. Achieved average 97% rating for excellent customer service.
  • Processed enrollments, payroll contribution changes, disability, medical retiree, 401K and pension payments, institutional rollovers, fund reallocations, and complex distributions involving shares of stock using DTC delivery.
  • Processed HR transactions accurately in timely manner that effect payroll and daily stock market close, implemented federal regulations and plan compliance.
  • Analyzed legal and financial documentation for employees requesting primary residence 401K loans, medical reimbursements, eviction or foreclosure prevention, tuition hardships, and federally declared disaster relief, met federal compliance review standards.
  • Analyzed and troubleshoot benefits website application hardware and software technical issues submitted by active and inactive employees. .
  • Updated and verified confidential employee information and documented correspondence in HRIS systems to track questions, problems and expedite solutions.
Education and Training
Expected in
Bachelor of Science: Business Administration
SUNY At Buffalo - ,
GPA:
  • Majors: Human Resources & Marketing

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Resume Overview

School Attended

  • SUNY At Buffalo

Job Titles Held:

  • Senior HR Customer Care Consultant
  • HR Customer Care Specialist 1 & 2

Degrees

  • Bachelor of Science

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