Customer Service Human Resources

Vanessa E. Cervantes

***** ** ***** **, *****, FL 33196

Mobile: 305-***-**** Email: *******@*****.***

LinkedIn:

http://www.linkedin.com/pub/vanessa-cervantes/37/884/136

HUMAN RESOURCES PROFESSIONAL

PROFILE

Highly driven, versatile, self-motivated and result-oriented team player.

Excels at interacting with people of all levels within the organization,

including senior executives, management and support staff. Strong ability

to work in fast-paced workforce, identify problems and deliver sound

solutions. Reputation for integrity, dedication, strong work ethic and

analytical skills. Recognized for completing and exceeding department

goals. Fluent in Spanish and English; some French and German.

CORE COMPETENCIES

Relationship Building . Conflict Resolution . Benefit and Policy

Administration . Attention to Detail . Policy/Procedure Development

.Critical Thinking .Team Building & Motivation . Strategic Planning .

Process Improvement . Organization . Customer Service .Research & Analysis

. Project Management . Verbal & Written Communications . Negotiations

PROFESSIONAL EXPERIENCE

AFLAC Incorporated / Fortune 500 insurance service institution

Columbus, GA

Senior Bilingual Customer Service Associate

July 2003-

March 2009

. Served as a Subject Matter Expert and supported team members on policy,

claims, benefits, payroll, and billing issues

. Trained, mentored and motivated new staff members for a successful

transition from training to the work environment

. Effectively resolved client insurance policies concerns and questions at

all levels

. Coordinated the resolution of complex issues and inquires from customer

and employees within the organization

. Supervised and assisted new and less experienced customer service

specialists, when needed, to promptly identify and resolve a diverse

range of customer service situations in a timely manner and with

exceptional service quality

. Contributed information gathering and analytical skills toward

effectively and diplomatically responding to client issues for timely

resolution and satisfaction with company's delivery of service

US Army, Training Support Center Department

Stuttgart-Germany

Assistant Manager

June 2000-February 2003

. Managed the day to day HR functions included but not limited to: employee

relations, attendance issues, overseeing payroll information, procedures

and standards employment, training and daily operations

. Optimized HR activities by developing and integrating strategies

regarding personnel policies, allocation of resources and scheduling.

. Coordinated and maintained quarterly and annual department progress,

budget and scheduling reports

. Planed and coordinated employee relations activities to promote a healthy

work environment, increased interpersonal communications and motivation

within the training department

. Briefed Standard Operation Procedure updates to the armed forces unit

representatives in the local area

Oscar Trelles Montes, Neurological Science Institute

Lima, Per

Psychology Intern

September 1997 - September 1998

. Evaluated patients through observation, interview and administration of

psychological and neuropsychological tests

. Presented briefings and led discussion groups on themes related to

psychological and neuropsychological advances

EDUCATION

Florida International University, Miami, FL

August, 2011

Master of Science in Human Resource Management- GPA: 3.8

Relevant Coursework: Human Resources Strategies, Employment law,

Reward Systems Management, Talent Acquisition, Performance Management,

Management and Leadership and Labor Relations & Conflict Management

Ricardo Palma University, Lima, Per

September, 1998

Bachelor in Psychology- GPA: 3.5

OTHERS

Languages: Completely fluent in English and Spanish; some German and French

Computer Skills: Proficient in Microsoft Office Suite (Word, Excel,

PowerPoint, Outlook)

Affiliations: Society for Human Resource Management (SHRM)

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