Customer Service Human Resources
Resume:
Amanda L. Ross
Gahanna OH 43230
*********@*******.***
Objective: A resourceful team player, with a well-rounded background in customer service and Human Resources, seeking a position that will allow me to use my problem solving and interpersonal skills to help people with resolving issues.
Qualifications:
Member of HRACO (Human Resources Association of Central Ohio)
Excellent communication, interpersonal, and public relations skills
Ability to work quickly and accurately with minimum supervision
Skilled at analyzing complex and detailed issues and documentation
Strong project management and process improvement skills
Self-motivated, able to set effective priorities to achieve goals and meet deadlines
Processional Experience:
October 2011 – Present, Momentive Specialty Chemicals, Gahanna, Ohio
HR Customer Service Representative
Resolve issues related to Human Resource policies, practices, eligibility and employee benefits for a complex union and non-union groups
Successfully resolve issues for various populations including plant workers, exempt personnel, surviving spouses, retirees and vendors
Effectively work cross-functionally with subject matter experts to resolve inquiries
Liaison between site leaders and disability plan administrator to manage return to work process, set up physicals, drug testing, and ensure proper benefits application
Process requests for tuition reimbursement based on policy requirements and eligibility
June 2009 – October 2011, Facility Source, Columbus, Ohio
Manager, Human Resources
Identified staff vacancies and determined best recruitment strategies to find the best candidates
Provided staff members with job expectations, company policy, compensation and advancement opportunities
Mediated staff disputes, conveyed and enforced disciplinary actions, and terminated employment if warranted
Represented Facility Source at personnel-related hearings and investigations
Benchmarked Facility Source employee compensation and benefits against industry to ensure competitive standing
Compiled and analyzed employment data understand personnel deficiencies and developed applicable organizational practices and procedures
Investigated and documented work-related accidents and worked directly with insurance carriers to resolve all related issues
April 2008-April 2010, Facility Source, Columbus, Ohio
Training Manager
Developed and executed training materials and programs for all Call Center Customer Service Representatives (CSR's) in the areas of database management, telephone etiquette and job-related processes
Assisted management with interviewing and hiring of CSR's
Developed and implemented continuing education programs for all CSR's
Evaluated training platforms to determine efficiency and potential new solutions
May 2005-April 2008, FLG, LLC, Columbus, Ohio
Front Office/Guest Services Manager, Holiday Inn Hotel and Suites
Managed, hired, trained, and scheduled Front Desk, Night Auditors, Supervisors, and Shuttle Drivers (Total employees 20)
Performed prescreening, background checks and reference checks for 3 FLG properties
Maintained Holiday Inn standards for Front Office operations
Created and maintained rates based on business needs and contractual agreements
Resolved guest concerns and complaints
Balanced room inventory between transient guests; airline and military contracts
July 2000-May 2005, Aetna, Inc., New Albany, Ohio
Customer Service Consultant
Reviewed and adjudicated complex, sensitive, and/or specialized claims in accordance with claim processing guidelines
Answered questions and resolved issues based on phone calls and letters from members, providers, and plan sponsors
Provided claim status information, interpreted benefit coverage, explained eligibility, and processed physician changes
Worked to enhance customer satisfaction and retention, while balancing interests of plan, sponsor and member
Maintained excellent individual productivity and quality standards
Trained, coached and mentored new staff on how to analyze and respond to complex issues
Education:
1996-2000 Muskingum College, New Concord, Ohio
Bachelor of Arts, Early Childhood Education
Chi Alpha Nu Sorority
1992-1996 Episcopal High School, Alexandria, Virginia
System Applications:
Proficient with all Microsoft Office products; ADP, Payforce; Opera and Holidex systems; Experience with multi phone lines/switchboard; First Aid, CPR, AED
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