Ellen R. Bernhardt

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

Cary, NC 27519

919-***-****

abgncn@r.postjobfree.com

SUMMARY: Human Resources Professional with 13 years of experience delivering outstanding

customer service and supporting e-business applications. Detail oriented team player with a positive

attitude.

Employment History:

FIDELITY INVESTMENTS

HR Client Management Representative 2008-2011

Provide exceptional customer service for Bank of America, BASF, Visteon, and ABB customers

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Take ownership of customer situations and follow through until resolution

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De-escalate customer situations and ensure appropriate follow up

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Expert in HR programs and e-business web services

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Call Center support for policy and programs, as well as tool and application support, to a diverse

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customer set supporting Payroll, HR and Talent Management

HR Customer Support Specialist 2002-2008

Same responsibilities as below. Fidelity acquired IBM HR division in 2002.

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IBM

HR Customer Support Specialist 1998-2002

Call Center support for policy and global programs, as well as tool and application support, to a

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diverse customer set supporting Staffing/Skills, Benefits/Enrollment, Management Development

Delivered world class customer service in Staffing/Skills, Management Development, Hiring

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Management, Learning Management, Performance Management, Compensation, Expense

Accounts, Tuition Assistance, Corporate Acquisitions, Separations, Leaves of Absence, Survivor

Services, POA

Answered incoming calls, monitored e-mails, provided accurate information, documented case

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notes, did troubleshooting for web programs

Leader for IBM NHRSC and Staffing/ Skills Development global e-mails

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Responded to e-mails from all IBM GEOS to provide assistance with web programs within 24 hrs

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Ensured all Service Level Agreements were met or exceeded

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Subject Matter Expert and facilitator on HR applications

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Tester for new application launch

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Trained new associates on the team

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Customers included Employees, Managers, Executives, HR Professionals, Retirees, external

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applicants

Education:

Duke University, Durham, NC, Bachelor of Arts, Psychology, cum laude

Vanderbilt University, Aix en Provence, France, French, art history

Universidad de Madrid, Madrid, Spain, Spanish, art history

Skills:

Foreign Language: Spanish

Computer: MS Office, Windows, Oracle, SQL, Lotus Notes, Outlook, Hyperion, PeopleSoft, Taleo,

Brio, Saba

Recognition: Monetary awards (Three time Golden Call award winner, Spot awards, IDEAS

awards), recipient of numerous customer commendations

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