Customer Service Human Resources
Resume:
TERESA PARDO-PRIETO
Oakland, CA 94603
Cell # 510-***-****
Email: **********@*****.***
________________________________________________________________________
Objective: To obtain a position in Human Resources/Business where my
customer service experience and ability to manage disability plans can be
utilized to the fullest.
HIGHLIGHTS OF QUALIFICATIONS
Excellent interpersonal, verbal and written communication
skills with customer service focus.
Fourteen years of customer service experience.
Nine years/five months of Human Resources experience.
Ability to interpret bargaining agreements and procedures.
Knowledgeable on Medical SDI, FMLA, FTI, Workers' Comp,
Long/Short Term Disabilities, Military Leaves, Military
Make up Pay and other Leave of Absences.
Fluent in both English and Spanish,
Team player, Shows leadership, and eagerness to learn,
Attention to detail, accuracy and quality.
Work independently under limited supervision.
Ability to adopt new work procedures as needed.
Type 40+ wpm and 10 key by touch.
EXPERIENCE
KAISER PERMANENTE -National Human Resources Service Center -Alameda, CA
3/25/02 - 4/8/10
HR Analyst / Leave Specialist - Southern CA Work Absence Management Dept,
Process and perform Case Management on Family Leave applications, Medical
Disability, Worker's Compensations, Long Term/Short Term disabilities.
Assist the call center with high volume phone calls and transactions.
Assist Employees, Managers, Consultants and other HR Representatives
translate information. Interact with Human Resources Consultants/Leaders,
Managers, and employees on a daily basis regarding Leave of Absences. Send
Employment and Benefits Termination Warning letters to employees who have
an expired Leave of Absence. Terminate employment and employee benefits
for those employees that are on an expired Leave of Absence. Conduct
audits of employees sick and vacation accounts. Research and completes
Monthly Reports, Back up for Designing Monthly Reports. Participate in
S.W.A.T. (Southern Work Absence Team) monthly meetings with HR Consultants,
HR Case Manager from Southern California. Assisted with training members
of the department with varies duties that SWAM handles. Train
Representatives on responsibilities and duties of the department.
Participate in teleconferences with National Payroll and employees
regarding overpayments. Identify root cause and conduct analysis. Responds
to escalated employee calls and inquiries referred by HR Representatives.
Resolves ongoing, moderate/complex HR related issues. Collaborates with
Quality Assurance, Training and Team Management to modify transaction
procedures as needed and provide one-on-one training for HR Representatives
and other HR Service Center employees. Consistently supports compliance
and the Principles of Responsibility (Kaiser Permanente's Code of Conduct)
by maintaining the privacy and confidentiality of information, protecting
the assets of the organization
COMMAND CENTER - San Jose Earthquakes - Santa Clara, CA 06/09 - 10/09
Customer Service
Provide assistance for VIP San Jose Earthquakes guests. Translate
information and assistance with ticket taking during events. Provide back
up for Managers and other staff.
KAISER PERMANENTE - National HR Service Center 9/00 through 3/25/02
Temp Human Resources Representative, Southern CA Work Absence Management
Dept
Process and perform case management on family leave applications, medical
disability, worker's compensations and long term disabilities. Assist WAM
with high volume phone calls and transactions. Assist case specialists in
translating information to Spanish speaking employees. Contacting Human
Resources Consultants regarding expired leave of absences and begin the
termination process. In daily
contact with payroll, supervisors and Benefits Specialists from Southern
California. Conduct audits of employees extended sick leave and vacation
accounts.
ARAMARK UNIFORM SERVICES, Hayward, CA
May 2000 - September 2000
Billing Clerk / Customer Service Representative
Provide customer service to Aramark customers. Dispatched calls to Route
Salesmen. Performed data entry duties and translated calls received from
Spanish customers. Billing and printed voicemails, garment verification,
route settlements, company reports and multiple administrative duties.
Daily data entry.
EDUCATION
Computer Business Administration - Heald Business College, Oakland, CA
1996-1998
High School Diploma - Saint Elizabeth High School, Oakland, CA
1996
COMPUTER SKILLS
Microsoft Word, Excel, PowerPoint, People Soft, Authoria/Knowledgebase,
Access, WordPerfect, HRIS, KHRMIT (Kaiser Human Resource Management Imaging
Technology), Tops, Lotus Notes, People Wizard, GenSource (Worker's Comp
system), Riskmaster (W. Comp system), Tobbs online (payroll system),
Internet and AME (bookkeeping system).
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