Customer Service Human Resources

Patricia A. Giles

**** ******* ********

Johnsburg, IL 60051

Home Phone: 815-***-****

Cell: 815-***-****

Email: abjlgo@r.postjobfree.com

I am a highly motivated, dependable professional with many years of general

office experience at a Fortune 500 Insurance Company in Information

Technology, HR Accounting and their HR Customer Service Center, many years

of retail and medical office experience in the optical field, and 3 1/2

years of experience as a legal transcriptionist. I am well suited to

working in a team environment and of working independently. I am very

detail oriented, have exceptional time management, organizational,

analytical and computer skills (Office Suite and Internet), and am very

capable of multi-tasking. I have excellent math and typing skills, as well

as customer service, problem resolution and communication skills.

My current position is as a legal transcriptionist in a work from home

position. My prior position was in Allstate Financial Information

Technology as a Quality Control Analyst. Prior to that, I worked as a

Systems/Business Analyst for 3 years in Allstate Financial Information

Technology. The prior 5 years were in Human Resources Accounting as a

Financial Associate, doing accounting work, running payroll for the

corporation, and providing customer service to our internal employees on

benefit/payroll issues. My first 5 years at Allstate were in a Human

Resources Customer Service Center, working as a payroll/benefit specialist,

providing customer service and problem resolution on payroll/benefit issues

to our employees and agents countrywide. Prior to this and over many

years, I have also worked in retail business locations, working as an

optician and office assistant, providing customer assistance and medical

office duties.

EMPLOYMENT HISTORY

Legal Transcriptionist - Law Docs Xpress, Atlanta, Georgia

April 2007 - Present, work from home position

. Legal transcription work preparing and formatting legal documents

containing deposition transcripts, hearing reports, pleadings, and

medical record reviews. I have had much exposure to legal and medical

terminology while preparing these legal documents.

. Excellent typing skills.

QC Analyst (Professional) - Allstate Insurance Company

Agency Distribution Technology, Allstate Financial, Northbrook, IL

August 2008 - September 2009

. Project work-requirements analysis, creating test cases, executing test

cases, identifying defects, documentation preparation.

. Responsible for system testing.

. Working with Business Analysts, Developers and Project Team.

. QC Lead Role working with offshore resources, and providing training to

new QC resources.

. Experience with SQL Developer for running queries

. Creating, executing and tracking defects during testing phase of project.

. Production Support for the systems I worked on.

Systems/Business Analyst - Allstate Insurance Company

Enterprise Workforce Applications, Allstate Financial, Northbrook, IL

August 2005 - August 2008

. Project work- gathering requirements, analysis and testing various new

system programs.

. Responsible for insuring that all unit and integration testing is

completed accurately and on time, per project and test plans.

. Work with business partners to insure accurate results are delivered

based on requirements, and act as liaison between clients and technical

system programmers.

. Participate in design phase of new enhancements to current systems.

. SME on all agent related data in system database, including maintenance

of such data.

. Responsible for monitoring daily interface feed from an outside vendor to

insure accuracy, provide problem resolution and process error correction

in a timely manner.

Senior Bookkeeper/Financial Associate - Allstate Insurance Company

Human Resources Accounting, Northbrook, IL

December 2000 - August 2005

. Responsible for all HR Job and Payroll Calc Scheduling and Payroll

Controls.

. Responsible for payroll processing for 55,000+ employees and agents

countrywide in both HRIS and SAP, with multiple payroll areas and

frequencies.

. Go to person for all scheduling related inquiries, and worked with HR

Systems Team to resolve payroll/benefit issues.

. Monitored and balanced monthly agents compensation.

. Processed monthly agents compensation expenses, error correction and

posting of expenses in SAP.

. Provided employee and agent support and problem resolution for

payroll/benefit issues and HR Master Data records.

. Provided support to HR Information Systems and Human Resource Service

Center to resolve agent and employee payroll/benefit issues.

. Responsible for accuracy of HR Master Data.

. Participated in project work.

. Maintained Access Databases.

. Worked on Annual Agent Bonus payouts.

. Participated in HRIS payroll conversion to SAP System.

. Provided support for problem resolution for SAP Payroll issues.

. Participated in Annual Management Incentive Bonus Program project team.

. Maintained payroll processing and HR Master Data input documentation and

provided training to other team members on payroll/benefit processing and

HR Master Data input.

. Earned my Certified Payroll Professional designation in 2002 from the

American Payroll Association.

HR Customer Service Specialist/Payroll & Benefits - Allstate Insurance

Company

HR Service Center, South Barrington, IL

January 1996 - December 2000

. HR Customer Service Representative to employees and agents countrywide,

servicing payroll/benefit questions or issues.

. Input Processor for employee and agent data in HRIS System.

. Human Resource Service Center Payroll Specialist handling agent and

employee payroll/benefit questions and issues.

. Worked as member of agency support team providing support and problem

resolution to our agents on payroll/benefit issues.

In this position I received our company's highest award for quality

service called The Chairman's Quality Award.

Various Retail Work

Lee Optical/Dr. Peterson & Jannotta, Optometrists/Dr. Stephen Harrison,

Ophthalmologist

1973 - 1995

. General retail office work including filing, bookkeeping, banking,

telephone, cash register, front desk/receptionist, typing, insurance

filing.

. Optician performing Customer assistance/Customer Service.

SKILLS PROFILE

. Excellent organizational and time management skills.

. Excellent analytical skills, detail oriented.

. Knowledge of legal and medical terminology.

. Knowledge of financial and property/casualty products.

. Excellent math and technical skills.

. Skilled in customer service and problem resolution.

. Excellent verbal and written communication skills.

. Abilities to multi-task, work independently and/or as part of a team.

. Proficient in Microsoft Office Suite and Internet use.

. Excellent typing, calculator, and PC skills.

education

John Hersey High School 1971-1975

Arlington Heights, IL

Graduated with Honors

Illinois State University 1975-

1976

Normal, IL

Gen Ed Requirements

Several college courses at DePaul University and University of Phoenix

Online in 2001-2002.

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