SERENA THOMPSON

Philadelphia, PA *****

Cell: 215-***-****

acorxk@r.postjobfree.com

SUMMARY

Leadership oriented Human Resources Professional acknowledged for a strong work ethic, continual positive attitude,

that is highly motivated and strategic. Recognized as a strong coach and trainer with the capability to motivate individuals

in a direct and indirect reporting relationship. Offers a unique blend of academic achievement, organizational and

motivational leadership, creativity, resourcefulness, and flexibility for change.

ACCOMPLISHMENTS

Revamped the tuition reimbursement process, which was implemented company -wide.

Introduced the first passive Open Enrollment process.

Implemented new training guide for human resource solutions center.

Developed departmental guide that presented criteria on how to navigate HRIS system.

Provided assistance in hiring, training and goal path development.

H IGHLIGHTS

Benefits administration Exceptional interpersonal skills

Employment law knowledge Deadline -oriented

High customer service standards Human resource policies and procedures knowledge

HIPPA compliance Skilled multi-tasker

Coaching and training Strategic

EXPERIENCE

AMERIHEALTH CARITAS

Philadelphia, P ennsylvania

09/2013 to Current

Human Resource Benefits Administrator

Provide generalist level support by managing the day to day administration of health & wellness benefits, family

medical leave, ADA, workers compensation, and tuition reimbursement.

Liaison between management, employees, payroll, employee relations, and vendors by providing counseling, handling

questions, interpreting policies, processing enrollments by phone and email, and resolv e benefit related inquiries with a

customer centric approach.

Created and modified job descriptions, job functions, and performance evaluation forms.

Guide the startup and management of HRIS testing during annual open enrollment.

Led a weekly open enroll ment question and answer session with employees on benefit program updates via

webinar.

Analyzed department training needs and developed new training guides based on the analysis.

Draft department -specific employee announcements.

Ensure compliance with the company's Human Resources policies, processes and practices by coaching HR business

partners and employees.

Assist in evaluation of reports, decisions and results of department in relation to established goals.

Recommend new approaches, policies, and procedures to effect continual improvements in efficiency of

department and services performed.

Maintain current knowledge of federal, state and local employment practices and labor laws.

Partner with training and development department to create a streamlined onboarding process for new hires.

Assist with recruitment efforts suc h as phone screening candidates and assisting recruiter with scheduling

ARAMARK

Philadelphia, P ennsylvania

03/2012 to 09/2013

Human Resource Benefits Counselor

Provided life/work event counseling, processed enrollments, and provided resolution of problems for over

250,000 Aramark domestic foods, hospitality and facility services via high volume inbound calls.

Maintained strong partnerships with Aramark Human Resources and business management to ensure delivery of

customer service in a manner which is perceived by associates to be fair and equitable and ultimately delivers a

high level of value -added organizational performance.

Explained human resources policies and procedures to all employees.

Ensured customer's calls were answered with minimal wait time and with the highest level of professionalism.

Facilitated Benefits Orientation including the assembly of folders/packages for newly eligible associates and

explaining benefits materials to groups of 20+.

Communicated changes to human resource managers regarding open enrollment through webinar presentations

and video conference.

Resolved personnel issues regarding human resources matters needing clarification, submissions and corrections.

Advised managers on organiza tional policy matters and recommend needed changes.

Provided training to department on as needed basis.

Facilitated benefits orientation.

Cobra administration.

DESTINATION MATERNITY INC

Philadelphia, P ennsylvania

06/2006 to 03/2012

Senior Customer Service Representative

Managed high level of in -bound calls to cater to the service request of customers by placing phone orders and

efficiently resolving escalated customer complaints and queries by providing appropriate solution.

Developed rapport with customer base by handling difficult issues with professionalism.

Provided a high level of product and leadership support to representatives and customers.

Achieved customer satisfaction rating of 95% within three months, exceeding department's goal of 80 %.

Assisted with creating training manual targeted at resolving even the most difficult customer issues.

Owned team productivity metrics.

Improved service quality and increased sales by developing a strong knowledge of company's products and

services.

Mentored, evaluated and monitored 10 call center representatives to demonstrate excellent telephone etiquette,

one call resolution, and effective ways to service customers to increase ratings.

Recommended new approaches, policies, and procedures to mainta in efficient and effective services such as

creating a standard operating procedure.

Presented training information via role playing, simulations and team exercises.

Provided detailed monthly departmental reports and updates to senior management.

Interviewed, hired and trained new quality customer service representatives.

EDUCATION

2016

MASTER OF SCIENCE: HUMAN RESOURCE DEVELOPMENT

Drexel University, Philadelphia, P ennsylvania

Course work in strategic & organizational development.

2014

BACHELOR OF SCIENCE: LABOR AND EMPLOYEE RELATIONS

Penn State University, University Park, P ennsylvania

2008

ASSOCIATE OF SCIENCE: MANAGEMENT

Community College of Philadelphia, Philadelphia, Pennsylvania

HRIS SYSTEMS

People Soft, Share Point Management, Millenium Payroll System, Taleo

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