Customer Service Management
Resume:
Patricia A. Cunningham
Belton, MO 64012
abjttn@r.postjobfree.com
Highly experienced professional in both administration management and human
resources offering valuable experience and up-to-date comprehensive
knowledge in employee benefit programs, processes and policies. Excellent
skills in communication with all levels of executives, employees, retirees,
and dependents. Expertise in recruiting, screening, and placing high
quality new hires with a proven record of top management.
Expertise in:
Employee Benefits Administration, Administrative Office Management
Problem Solving and Resolution
Recruiting Administrative Development of Applicant Online
Professionals Testing for Microsoft Proficiency
HRIS/PeopleSoft - Report Microsoft Applications (Word,
Development and Generation Excel, and Outlook)
Program/Project Management Mediation between Employees and
Insurance Providers
Sprint, Overland Park, KS
Health & Productivity Benefits Appeals Analyst
Managed, researched, and executed exception rulings to approve or deny
appeals. Responded in written communication to first and second level
appeal requests for the following benefits: Employee Benefits Cafeteria
Plans, Retirement Benefit Plans, COBRA, and Short Term Disability Programs.
Supported employee population of 50,000+ employees.
Health & Productivity Sr. Benefits Coordinator
Coordinated and administered employee and retiree benefits programs through
annual enrollment process, new hire processing, and status changes. Served
as primary contact for identification of problem cause, performed problem
solving analysis, and provided resolution for all Sprint employee benefit
programs and payroll questions directed to the Employee Help Line. Created
benefits training and procedures documentation and delivered information to
Embarq employees during spin-off of local telephone division.
Recruiter
Sourced, recruited, and interviewed candidates for all positions for the
Kansas City Sales/Customer Services centers. Resulted in 40 positions
filled monthly with focus on minimum advertising cost. Developed
recruitment strategies, assisted in determining compensation, staffed
according to EEO/AAP guidelines, advised management on HR policy and
procedures, and consulted on employee relations relating to staffing.
Presented benefits orientation program to new hires on bi-weekly basis.
Patricia A. Cunningham Page Two
HR Program Manager I
Managed and administered HR automation for all staffing processes serving
as point of contact for the Global Markets HR organization. Led monthly
conference calls providing training for process/system changes and
enhancements. Managed and administered the Sprint employee referral
program for the Global Markets organization reducing recruitment cost and
increasing candidate quality. Tracked career fair results and budget
minimizing costs and maximizing effectiveness.
Staffing Representative
Sourced, recruited, and interviewed candidates for admin/clerical positions
for LDD & Corporate center in Kansas City. Resulted in 200 positions
filled annually and within time-to-fill requirement with minimum
advertising cost. Developed and implemented MS Word, Excel, & PowerPoint
testing program (QWIZ) for candidates resulting in higher quality
candidates for hiring managers.
Benefits Specialist
Managed monthly employee termination reports and determined employees in a
deferred vested retiree status. Calculated pensions upon employment record
research completion. Completed approximately 60 calculations monthly and
provided written communications to those retirees.
Payroll Coordinator
Managed day-to-day payroll operations and provided customer service to
approximately 20,000 plus employees ensuring payment accuracy by required
deadlines. Processed and reconciled Federal and State income taxes
according to required laws and company guidelines. Streamlined garnishment
process expediting payment and response timelines.
Jr. Accountant - Employee Stock Purchase Plan
Managed and reconciled all subsidiaries monthly activity reports ensuring
accuracy and delivery of service level to employees' requests.
Collaborated with system programmers to ensure optimal efficiency of the
program. Interacted with financial institutions as required to provide
personalized customer service and issue resolution.
Sr. Secretary to Vice President & Controller
Provided support to VP & Controller and all of the direct reports including
telephone support and client contact. Scheduled meetings and coordinated
all details. Provided word processing training to other departmental
secretaries.
EDUCATION:
MidAmerica Nazarene University, Olathe, KS - 1993
BA-Management Human Relations - Magna cum Laude
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