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senior hr customer care consultant resume example with 4+ 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

Well-versed Human Resources leader bringing 5 years experience in 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
  • HR call center operations
  • Escalations and conflict resolution
  • 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 support functions in human resources for Fortune Global 500 Companies.
  • Promoted to On The Floor Supervisor supporting 30-35 HR Benefits Specialists 1 & 2, managed escalation requests for supervisor and resolved issues; monitored calls via review of recorded call escalations and live call silent monitoring, provided quality assessment review of call center agent escalation, led agent training on skill gap, operational inefficiencies, adherence to customer experience interaction, client policy compliance and federal rules and regulations.
  • Answered as subject matter expert, escalation supervisor requests and complaints, cases and urgent emails from client leadership; spearheaded follow up to 100% resolution for each issue, promptly de-escalated reducing employee media threats and legal claims requests.
  • Created employee escalation cases, led independent analysis, audited employee benefits accounts, researched regulations and clients' plan compliance resolutions, provided documentation for benefits employee relation concern. Coordinated with various teams, implemented successful solutions to clients' employee problems.
  • Processed employee and retiree account changes with proprietary HRIS software. Promptly responded to highly compensated employees, firm partners, senior leadership and financial advisors, delivered consultative guidance on plans, employment changes and forfeitures, 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 transfer, payment confirmation and tax receipt.
  • Liaised with senior leadership provided support on special projects; new hire training, 402G refunds, after tax lump sum window.
08/2018 to 12/2020
HR Specialist 1 & 2 Alight Solutions City, STATE,

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 average of 60+ high volume calls and web-based communications; exceeded client service level target volume by 20%.
  • Educated employees and retirees on medical and retirement benefits, payroll questions, multi-million dollar savings and retirement plans, federal guidelines and tax implications within the plan; achieved average 97% rating for excellent customer service.
  • Processed enrollments, disability, medical retiree, 401K and pension withdrawals, payments, primary residence loan requests, medical reimbursements, rollovers, payments, fund reallocations, and complex distributions involving shares of stock using DTC delivery; met and exceeded productivity standards and volume benchmarks.
  • Analyzed and troubleshoot benefits website application hardware/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.
  • Processed HR transactions accurately and in timely manner that effect payroll and daily stock market close; implemented client policy and procedures, federal regulations and compliance.
Education and Training
Expected in
Master of Science: Business Management
Nazareth College of Rochester - Rochester, NY
GPA:
Expected in
Bachelor of Science: Business Administration
State University Of New York At Buffalo - Buffalo, NY
GPA:
  • Majors: Human Resources & Marketing
Activities and Honors
Work History
01/2021 to 11/2022
Senior HR Customer Care Consultant
Alight Solutions Charlotte, NC

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

  • Provided support functions in human resources for Fortune Global 500 Companies.
  • Promoted to On The Floor Supervisor supporting 30-35 HR Benefits Specialists 1 & 2, managed escalation requests for supervisor and resolved issues; monitored calls via review of recorded call escalations and live call silent monitoring, provided quality assessment review of call center agent escalation, led agent training on skill gap, operational inefficiencies, adherence to customer experience interaction, client policy compliance and federal rules and regulations.
  • Answered as subject matter expert escalation supervisor requests and complaints, cases and 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 customer service skills.
  • Created employee escalation cases, led independent analysis, audited employee account, researched regulations and plan compliance resolutions, provided documentation for benefits employee relation concern. Coordinated with various company teams to offer and implement 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 plans, employment changes and forfeitures, 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 transfer, payment confirmation and tax receipt.
  • Liaised with senior leadership provided support on special projects; new hire training, 402G refunds, after tax lump sum window.
08/2018 to 12/2020
HR Specialist 1 & 2
Alight Solutions Charlotte, NC

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 average of 60+ high volume calls and web-based communications; exceeded client service level target volume by 20%.
  • Educated employees and retirees on medical and retirement benefits, payroll questions, multi-million dollar savings and retirement plans, federal guidelines and tax implications within the plan; achieved average 97% rating for excellent customer service.
  • Processed enrollments, disability, medical retiree, 401K and pension withdrawals, payments, primary residence loan requests, medical reimbursements, rollovers, payments, fund reallocations, and complex distributions involving shares of stock using DTC delivery; met and exceeded productivity standards and volume benchmarks.
  • Analyzed and troubleshoot benefits website application hardware/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.
  • Processed HR transactions accurately and in timely manner that effect payroll and daily stock market close; implemented client policy and procedures, federal regulations and compliance.

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Resume Overview

School Attended

  • Nazareth College of Rochester
  • State University Of New York At Buffalo

Job Titles Held:

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

Degrees

  • Master of Science
  • Bachelor of Science

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