Customer Service Management
Resume:
Ellen R. Bernhardt
Cary, NC 27519
********@*********.***
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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