Customer Service Human Resources

Gabriel Quintana

th

***** ** ** **** **** 786-***-****

Cutler Bay, FL, 33189 ******@*****.***

Education Florida International University Miami - FL

Master’s Degree in Human Resources Management, 4.0 GPA Aug 2011

Relevant Coursework: Labor Issues and Conflict Management, International HRM, Performance

Management, HRM Metrics, Rewards Systems Management (Total Rewards & Compensation),

Employment Law, Staffing Organizations (Recruitment and Selection), High Involvement HRM,

HR Strategy, Wellness Management, HR Knowledge Management, Critical Thinking (PHR

Preparation)

Miami Dade Community College Miami, FL

Human Resources Professional Development Certificate Nov 2008

University of Central Florida Orlando, FL

Communications Major – Bachelor of Arts, 3.9 GPA Dec 2003

Arts & Sciences Minor – Theatre & Anthropology

Achievements and Awards:

• Magna Cum Laude

• Lead Scholars Program

• National Society Of Collegiate Scholars

• Dean’s List 10 Semesters

Experience ADP Total Source – PEO Miami, FL

Permanent (Jul 09 – Present)

Temp (Dec 08 – Jul 09)

Positions Held:

COBRA Benefits Processor (Feb 11-Present)

Resolutions Team Member - Tier II (May 10-Jan 11) (department closed-transfer to COBRA)

Employee Service Center Representative - Tier I (Dec 08-May 10) (Promoted to Tier II)

Cobra Benefits Processor

Provides resolution for COBRA participants in regards to eligibility and enrollment issues,

submits emergency enrollments as appropriate, posts payments, processes cobra conversions

and enrollments including COBRA open enrollments, assist with fulfillments of COBRA

notifications, and maintains check logs for accounting purposes.

Resolutions Team Member (department closed due to restructuring/outsourcing)

Provided resolution for escalated calls directly to Work Site Employees after

making and following through on service level agreements and commitments,

researching, and correcting issues that arose with data entry, 401K, payroll, and

benefits eligibility/enrollments (including medical, dental, vision, life, short term

disability, long term disability, health savings accounts, flexible spending

accounts, voluntary benefits, commuter benefits, and COBRA)

Employee Service Center Representative (Call Center)

Provided world class customer service in the Employee Service Center using various

Human Resources Information Systems to answer an average of 40 calls a day dealing with a wide

range of questions regarding data entry, 401K, payroll, and benefits eligibility/enrollments

(including medical, dental, vision, life, short term disability, long term disability, health savings

accounts, flexible spending accounts, voluntary benefits, commuter benefits, and COBRA).

Enrolled active employees in their benefits through the web. Implemented and administered laws

and regulations from the Department of Labor, the IRS, the federal government, and state

governments. Served as a plan administrator and liaison between employers and insurance carriers

and other ADP departments.

Compiled Accomplishments and Projects:

• Lead two IRS COBRA audits and one VEBA COBRA audit which resulted in saving the

company hundreds of thousands of dollars in subsidized business tax credits by organizing

and sending COBRA subsidy applications and supporting documentation to the IRS

• Participated in Cobra Task Force which completed internal audits of Cobra accounts for

accounting compliance due to Cobra Premium Subsidy law, mailed notification and

enrollment materials, and processed payment postings

• Certified all 200+ plans offered to employees in Massachusetts which allowed for credible

coverage letters to be provided to employees

• Served as Open Enrollment Administrator during Open

Enrollment season for over 200,000 active and inactive employees

enrolled in benefits. Lead the processing of web and manual enrollments,

researched and corrected enrollment discrepancies, audited employees’

files, and sent confirmation statements, which ensured a smooth transition

of information and eligibility to our carriers which resulted in the most

efficient open enrollment yet

• Performed backup function for a reports and metrics role in Divisional Benefits

Dept., which allowed an employee to take a 3 week vacation

• Administered EEO1 reporting with Shared Services department and provided

customer service electronically and telephonically for all ADP Total Source Clients to assist

in complying with EEO laws

• Served as Carrier Relations Auditor which consisted of auditing

carrier rates, express summaries, and detailed summaries. Mapped 2009-

2010 plans to the 2010-2011 plan year which helped to expedite the open

enrollment process

• Assisted with the administration, coordination, and compliance with the Medicare

and Medicaid SSN requirement law by serving as project lead

• Created detailed plan elections letters (proof of enrollment letters) for all 700+

plans to provide to employees

• Created 115 page templates document which consisted of pre-fabricated case notes

of all call types for new hire use to document calls accurately and thoroughly

• Created open enrollment deductible quick reference guide (job aide) for the 2010-

2011 plan year which assisted call center reps to better interpret the way deductibles work

with each of our 700+ plans

Awards:

• Achieved highest overall quality scores in the Employee Service Center during the

third quarter of 2009 by achieving consistent scores of 100% for virtually all calls which

were quality scored

• Recognized for service excellence in all positions worked

Flannigan’s Seafood Bar and Grill

Miami, FL

(Part-Time) (Dec 08 – May 10)

(Full-Time) (Jan 06 – Dec 08)

Server/Waiter

2

Processed order taking and order entry with customer’s food orders, functioned as a cashier

and a

customer service representative

Affiliations: Human Resources Business Partner Training Program (April 11 – Present)

Toast Masters – (Public Speaking Club) – Sergeant at Arms (Sept 10 – Present)

SHARG (Southeast Hispanic Associate Resource Group) – Ambassador (Sept 10 – Present)

Languages: Fluent English and Conversational Spanish

Contact this candidate