Customer Service Human Resources

DIAMOND A. JONES

**** ******** **.

Philadelphia PA, 19124

**********@*****.***

Cell: 267-***-****

Objective

Energetic customer service professional with over 10 years experience

seeks opportunities within the Human Resources industries as Human

Resources Specialist, Training and Development Coordinator, and

Recruiting Specialist.

TECHNICAL EXPERTISE

General Application Support:

Microsoft Office (Certified Word, Excel, Power Point), Discover, SBSS,

SATS, D043, GO81, FEDLOG, Nursing central, PELS, and Photoshop.

HRIS Application Support:

SAP, Hire-to-Retire, PeopleInfo, PeopleSoft, ADP, Taleo, LMS, and

Kronos.

PROFESSIONAL EXPERIENCE

Telerx: Merck Pharmaceuticals Human Resource Specialist, Horsham, PA

Mar 10-Present

Certified Trainer; July 2012-Present

. Co-developed and implemented an on-boarding program to increase

efficiency which reduced the length of the on-boarding process over

60%.

. Develop and facilitate program training to new team members.

. Manage system access requests and support course evaluation process to

ensure all evaluations are completed accurately and on time.

Mentor; Mar 2011-Present

. Proposed, initiated, and implemented the Round Table Team which

facilitated a forum which kept all representatives equally informed

about any changes or important information needed to support callers

effectively, which increased client and customer satisfaction.

. Serve as the HRIS and HR policy and procedure Subject Matter Expert to

provide efficient and quick coaching to new and experienced team

members regarding a plethora of program related issues.

. Participate in recruiting events and conduct interviews to assist

management with selecting potential HRSC specialist.

HR Specialist; Mar 2010-Mar 2011

. Support an inbound call center of an average of 50 calls daily while

serving as a main HR support representative to provide guidance and

interpretations of Merck HR policies and procedures to include:

payroll, retirement, and medical benefits to Merck employees while

supporting multiple HR applications excelling particularly in Hire-to-

Retire systems.

. Key member on a specialized organizational management team which

initiates multiple transactions on behalf of Merck managers to

include: leave of absence, creating and maintaining positions,

organization units, transfers, promotions, pay changes, terminations,

etc.

. Devised creative and cost-effective incentive and morale-boosting

programs (including special events and a tiered awards structure) that

increased employee satisfaction and productivity.

DIAMOND A. JONES

Cell: 267-***-****

Page 2

Hotwire Communications: Customer Service Representative, Wynnewood, PA

Sept 08-Mar 10

. Operated in a moderate call center environment with over 40 calls

daily to troubleshoot any issues customers have regarding analog,

digital, phone, and internet service or on line accounts.

. Processed payments over the phone and assisted customers with daily

billing inquiries.

. Corresponded with appropriate departments in order to further assist

the customer.

. Monitored and processed incoming on line service request and live chat

conversations.

Thomas Jefferson Univ, Learning Resources Technician: Philadelphia, PA

Jul 08 - Sep 08

. Provided support for Executive director of the Learning Resources

. Installed PDA application and provided support for the Learning

Resources Service desk

. Maintained daily logistical databases

. Preformed the installation and evaluation of computer software and

hardware

U.S. Air Force, Logistics Service Representative, Altus, OK

Aug 03-Jan 07

. Identified, analyzed and solved equipment accountability issues.

. Accurately researched, corrected, and distributed the Daily Discover

Listings to the appropriate contractors.

. Third party interface with authorized DOD vendors while managing

associated service repair contracts.

. Processed withdrawal and turn-in request with the Defense

Reutilization and Marketing Office.

. Maintained over $20M in training equipment. Responsible for managing

over $23M in vehicle assets.

. Assisted in maintaining unit supply inventory.

. Responsible for accurate and timely processing and inspection of

requisitions of all equipment resources.

. Verified quantity, condition and stock numbers of receipts. Ensured

documentation reflects property received.

EDUCATION

August 2011-Present

Devry University, Technical Management: Major Small Business Management

August 2009-May 2011

Bucks County Community College, Business Administration

Jan 2008-August 2008

Lincoln Technical Institute, PC Support Technician

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