Customer Service Management

Nancy G. Fairey

**** ******* **** **** ( RALEIGH, NC 27604

919-***-**** ( ************@***.***

Qualifications Summary

A SEASONED HUMAN RESOURCE ANALYST WITH TWENTY YEARS OF EXPERIENCE MANAGING

A FULL SPECTRUM OF HUMAN RESOURCES PROGRAMS, SERVICES AND FUNCTIONS.

SUCCESSFUL IN DELIVERING FIRST-RATE SERVICE TO EMPLOYEES AND MANAGEMENT:

RESOLVING HR/PAYROLL ISSUES, ADDRESSING POLICY QUESTIONS, ENSURING

COMPLIANCE WITH EMPLOYMENT REGULATIONS AND CORPORATE POLICIES.

Core competencies include:

Customer Service & Support Team Leadership & Workload

Allocation

Employee Records Management Orientation & On-boarding

Benefits / Pension HR Policies & Procedures

Administration

Payroll Processing Office Management Phrase

Professional Experience

IBM/Fidelity Investments - Durham, NC 1995 to 2009

PERFORMED HR FUNCTIONS FOR THIS FORTUNE 500 COMPANY; OUTSOURCED FROM IBM TO

FIDELITY FROM 2001 TO 2008.

Human Resource Delivery Analyst (2001 to 2009)

Maintained, monitored and updated employee records to put in human

resource information database for legal compliances. Walked management

through exit interview process to ensure legal documents are maintained to

reducing litigation risk. Performed weekly audits of documents and

processed monthly reconciliation reports to management.

. Serviced internal requests for employee personnel records and managing

retention satisfaction.

. Participated and advised in improving the HR information application to

enhance legal compliance to streamline confidential paperwork for

efficiency.

. Effectively serviced employees and management inquiries on various HR

programs and policies.

Pension Service Specialist / Department Lead (1997 to 2001)

Provided and counseled training to other associates. Facilitate workload

distribution and floor management, coaching skills, training, escalations

and provide feedback to ensure service levels are satisfied.

. Handled complex and sensitive situations and inquiries.

. Performed daily audits, and met monthly distributions to retiree's,

within department guidelines.

. Scheduled cross-department teams to assist with heavy call volumes to

meet target 92% call center satisfaction.

Customer Service Representative - IBM Benefit and Pension 1-800 line (1995

to 1997)

Handled high influx of inbound calls for and call center environment.

Conveyed information on enrollment of benefits plans, wellness plans, new

health plans and retirement plans and processing. Strived for one-call

resolution of customer issues.

. Answered an average of three hundred customer calls in a day through the

call center queue.

. Exercised strong interpersonal communication skills with customers and

department personnel. Handled and resolved complaints. Retained records of

customers' interactions and transactions.

. Accepted assignments with an open cooperative, positive and team-oriented

attitude.

. Surpassed as a high performer and earned "Thank You Awards" from

customers and customer service representatives for clearly conveying

information and assisting in the resolution of complex issues.

State Farm Insurance Company - Cary, NC 1990 to 1995

Office Manager

Performed and managed daily office administrative operation of insurance

policies: property casualty, life insurance, health/welfare and Umbrella

liability and premiums.

. Served as liaison between customers and the insurance company to ensure

appropriate coverage's and needs are meant.

. Prepared product applications, updates, and changes to policies.

Processed claims and handled premium payments.

Rex Hospital - Raleigh, NC 1988 to 1990

Personnel Assistant / Employee Benefits Administrator

Administrated and monitored new hire orientation for completing essential

paperwork. Handled exit interviews and reviewed Cobra coverage's with

employees.

. Counseled and enrolled employees in benefit plans.

. Acted as liaison for employees with the insurance carriers, payroll

issues, and processing payments for monthly vendor billing statements.

Early Experience: Progressed through early roles as an: Accounting Tech III

with NC State University, Senior Payroll Clerk with Chrysler First Corp,

Wages and Compensation Analyst with Anaconda-Ericcson, and Payroll

Specialist roles with GTE Corporation, Kentucky Fried Chicken Corporation,

and Walden Book Company.

Education & Training

Legal Secretary- Certificate, Monroe Business School - Bronx, NY

Medical Billing/Coding-Online- Penn Foster -Philadelphia, P.A

Licensed N.C Notary

Public Professional Training

Human Resource Information System (HRIS)

Technical Proficiencies

Microsoft Word, Excel, PowerPoint & Outlook ( Lotus

ADP Payroll ( SBC Payroll Systems

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