KIMBERLY S HENDERSON
**** ****** ******* **** *******, TX 77067
accy07@r.postjobfree.com
Administrative Customer Service Professional
Profile: • More than 7 years’ successful experience in customer service and
support with recognized strengths in account maintenance, problem-
solving and trouble-shooting, sales staff support, and
planning/implementing proactive procedures and systems to avoid
problems in the first place.
• Possess solid computer skills.
• Ability to train, motivates, and supervises customer service employees.
• A team player, acknowledged as “Total Quality Customer Service
Professional.”
• Develop plan, conduct audits and variance analyses, process payroll
and payroll tax reports and filings, and maintain/update accurate
inventories.
Areas of Expertise:
Medicaid and
HR Benefit Specialist Oracle
Medicare
401K Analyst Quality Assurance Analyst
Lotus Notes
Pension Administrator Microsoft Word and Excel
Switchboard operator
CRM Software JD Edwards & People Soft
COBRA, ERISA,
Experience
Avangard Innovative June 2013- February 2014
Administrative Assistant to Sales team and VP of trading
• Enter sales orders upon request for commodities, equipment (balers and densifiers) and
parts using CRM and JDE
• Track all equipment service needs
• Correspond with all sales with updates on parts and advise of cost
• Invoice all customers on services rendered
• Contact all vendors for paperwork for closing out orders
• Train Customer Service team on call center skills and phone etiquette
• Quality assurance coach
• Administrative duties, for example documentation, scheduling meetings and travel,
organizing and maintaining files, receiving and transferring telephone calls
• Documenting and reviewing expenses, financial records
Performance Food Group May 2012- March 2013
Customer Service Representative
• Call Center Rep
• Input orders for customers for next day delivery
• Invoice orders for customers
• Relieve receptionist for breaks
• Handle customer disputes cross reference and handle credits for the delivery
• Expedite next day shipping for missing products
Co-Worx Staffing (Mercer) Oct 2011-Jan 2012
Participants Service Representative
Responsible for the administration of all health and welfare benefits including medical,
•
dental, pharmaceutical, disability, life insurance, flexible spending accounts, 401(k)
and commuter transportation plans
• Assisted the customers and employees on details of the benefit programs.
• Maintained records of all data on the HRIS in a timely manner.
• Verified the billings and other contracts to check for discrepancies.
• Open service request for customer issues that cannot be solved on first call
• Assist with process for COB between carriers
• Maintain record for all calls
• Preparing & distributing Open Enrollment communications & materials.
• Conducting Open Enrollment meetings with employees
Core-staff Staffing Services (University of Houston Main Campus) Feb 2009-April 2010
Executive Assistant to the Dean of Science and Mathematics
Administrative Assistant and Receptionist
• Preformed clerical duties such as scheduling appointment, typing, filing and
photocopying
• Answer high volume calls on switchboard
• Greet all clients and guest
• Assist students with proper forms and prepare for advising
• Self-directed, able to work independently.
• Good organizing & planning skills.
• Good multi-tasking skills.
• Ability to support a large group of professionals.
• Good written & verbal communication skills.
• Good judgment & interpersonal skills.
• Able to manage confidential materials and information.
• Provided direct administrative support to NSM College at UH
• Verified and processed office expenses in Peoplesoft.
Hewitt Associates Woodland, TX May 2007-Jan 2009
Customer Service Representative/Quality Assurance Coach
Quality assurance monitor-listen to calls to check for accuracy and professionalism
•
Respond to customer question via chat and email
•
Maintained client confidentiality
•
Liaise with operational department managers to resolve employee questions around
•
benefit packages.
Coordinated and deliver benefit training sessions to current employees.
•
Managed & communicated benefit information to current and former employees
•
through one-on-one meetings and coordinated group training sessions.
Managed worker compensation claims and reporting.
•
Generate and deliver monthly benefit enrollment, employee contribution, 401k audit,
•
and termination reports.
Partnered with vendors to resolve claim, billing, and enrollment issues.
•
Enlist former employees in COBRA and help them to resolve related issues.
•
Taco Cabana Woodlands, TX Nov 2007-Oct 2011
Shift Manager
• Process high volume of orders for customers as requested.
• Maintain adjustments to schedules according to labor and daily sales
• Retrieve daily reports for processing of data
• Provide inventory analysis for ordering product
• Maintain weekly schedule and provide staffing for daily shifts
• Interact with customer dispute, management and employees on staff to ensure
accuracy of orders
• Communicated company policies and provided recommendations on improving
internal processes
• Coached and trained offsite and field employees on HR processes
• Ensured proper completion and compliance of I-9 documents and other compliance
documentation
• Managed various employee benefit programs including; employee referral program,
tuition reimbursement, and company discount stickers
Education
Texas Southern University
June 1992-May 1994
August 2009-May 2011
Lone Star College
January 2014- present
Paralegal Studies
References Available Upon Request