Senior Hr Customer Care Consultant resume example with 19+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:

Relocated back home to Rochester, NY. Well-versed in Pharmaceutical Sales, territory management and formulary access in Upstate New York for 16 years with Eli Lilly. As well as a Human Resources leader bringing over 4 years experience in complex administration and customer relations management, offering outstanding customer service 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 of $500,000 or more, managing customer escalations, case workflow internal investigations for customer requests, concerns and complaints, within both federal regulatory, company guidelines and timelines with successful resolution in high-volume customer driven internal and external environments (to include call center operations as well as field based face-to-face customer support.) Reliable and adaptable in both proficiencies working collaboratively to support teams within legal, compliance, operations and customer training development. I am motivated to continue to excel in customer satisfaction by serving internal and external customers well and advocating for positive relationships that contribute to Syneos territory, division and area success goals.

  • Customer Account Management
  • Excellus BCBS, MVP Payor and P&T Committee Knowledge
  • Launched 6 Pharmaceutical Brands in 5 territories in Rochester NY, Finger Lakes Region and Southern Tier.
  • HIPPA Compliance and PHARMA Guidelines
  • Data management and analysis
  • Pharmaceutical Inventory Management, Storage and Compliance
  • Elderly Caregiver 13 Years
  • Proficient in Salesforce, SAP Concur and MS Office Suite
Education and Training
Master of Science: Business Management, Expected in
Nazareth College of Rochester - Rochester, NY
Bachelor of Science: Business Administration, Expected in
State University Of New York At Buffalo - Buffalo, NY
  • Majors: Human Resources & Marketing
Senior HR Customer Care Consultant, 01/2021 - 11/2022
Alight Solutions City, STATE,

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 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 guidelines and benefits federal compliance.
  • 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 prompt service.
  • Created employee escalation cases, led independent analysis, audited employee benefits account, researched and documented federal regulated and plan compliant resolutions, documented and coordinated with various company teams to offer and implement successful solutions to customer 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 transfers and payment confirmations.
  • Liaised with senior leadership provided support on special projects; new hire training, 402G refunds, after tax lump sum window.
HR Customer Care Specialist 1 & 2, 08/2018 - 12/2020
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.
Senior Specialty Sales Representative, 08/2001 - 04/2017
Eli Lilly Pharmaceuticals City, STATE,

Integrated Health Partners Division - New CEO Division Downsized 2017

  • Grew market share and revenue across 5 territories in New York State for multiple brands and disease states.
  • Actively interfaced with medical decision makers, organized, scheduled and led educational programs and sales calls.
  • Conducted consultative selling approach with customers using visual aids, samples and other key resources.
  • Forecasted and tracked monthly expenses and inventory, planned and managed quarterly budget. Conducted customer and market analysis for account planning, targeting, customer and patient support and coordinated medical education programs.
  • Launched to market 6 brands, averaged 8-10 face to face hard to access decision maker customer visits daily due to longevity In territory, developed customer strategic plans, achieved strong sales growth.
  • Secured long-term accounts and managed sales presentations by providing recommendations to promote brand effectiveness and product benefits.
  • Created Annual Lilly Day Of Service field based volunteer events with Habitat For Humanity and Foodlink of Rochester, NY.

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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 Customer Care Specialist 1 & 2
  • Senior Specialty Sales Representative


  • Master of Science
  • Bachelor of Science

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