Manager Customer Service

Helen Armstrong

**** ****** **** *****: 901-***-****

Memphis TN 38125

Email Address: abkv81@r.postjobfree.com

PROFILE

Accomplished human resource professional with extensive experience and

managing a broad range of human resource functional areas. Managing and

executing strategy and change initiatives for continued improvements in

human resource services. I have strong analytical and interpersonal

skills. Strategic and/or tactical experience in the following areas:

HR Policy Staffing & Recruitment

Generalist/Management Development/Implementation

Hiring Processes Project Management Mergers & Acquisitions

HRIS (mainframe, ADP, Compensation & Benefits Process Improvement

Hewitt- People Soft)

PROFESSIONAL EXPERIENCE AND ACCOMPLISHMENTS

Accredo Health Group, Memphis TN (a Medco company) 2005 -

September 2009

A company that provides specialized pharmacy and related services for

patients with certain complex and chronic conditions.

HR Team Leader & HRIS Manager

. Developed, trained and executed HR processes for hiring, employee data

entry, managed employee personnel files, employee counseling,

terminations and delivered new hire orientation.

. Managed vendor services for background checks, drug testing and

administered E-Verify for I-9 verification.

. Complied with company, local, state and federal laws and compliances,

policies and procedures.

. Wrote and ran report and queries for HR Management and Corporate

business leaders.

. Managed and outlined processes for staffing and recruitment systems

and workflow for on-boarding new hires

. Engaged in consultative services and solutions to corporate management

on policies, employee relations, performance management, terminations

and investigations of internal complaints.

. Created and documented standard operating procedures to establish HR

audits that established consistent HR processes across Accredo Corporate

and field HR to ensured favorable Sarbanes-Oxley results.

. Project managed HR new systems and process flow and company mergers and

acquisitions.

. Evaluated HRMS processes and recommends/implements enhancements.

. Served as the resource on matters of automation, and streamlining

procedures within department

. Provided business requirements for HR systems, determine user needs,

develop test scenarios and develop procedures.

. Worked with Payroll Supervisor - Kronos Time Keeping system.

. Ensured HR system are aligned with compensation - salary

administrations, new hires, and requisition paperwork for compliance

with guidelines; reviewed, validated and implemented compensation

initiatives; mid-year and annual performance reviews, merits, bonus

and long term incentives (stock option grants).

. Provided data for employee Benefits program.

. Advised managers on administrative guidelines, determined

alternatives, resolved exceptions to guidelines, and/or obtained

missing/incomplete information.

Federal Express Corporation, Memphis TN 1984 - 2003

Corporate Human Resources Manager/HRIS Manager/Benefits Manager

FedEx Express is the world's largest express shipping company delivering to

every address in the U.S. and over 220 countries and territories with over

100,000 employees worldwide.

Corporate Human Resources Manager (1998 -2003)

. Managed a staff of 6 employees in Corporate HR Client Service Center.

. Managed a staff of 6 employees in Corporate HR Client Service Center.

. Recruited, interviewed candidates for open positions; conducted new

hire orientation, employee and manager's training programs.

. Managed HR processes, unemployment claims administration, new hires,

promotions, and separation notices.

. Project managed business projects.

. Conducted employee issues and complaints.

. Presented recommendation of grievance appeals to Senor Board

Committee.

. Reviewed and administered HR Policies and Procedures, Employee

Relations, EEO/AAP, and Diversity.

. Complied with company policies and maintained compliance to federal,

state and local laws.

. Developed training job aids.

HRIS Manager (1990-1998)

. Managed a staff of 20 plus employees.

. Managed and supported employee performance management, pay

initiatives, benefits, organizational structures and HR transactional

processes (pay changes, internal promotions, demotions, terminations,

new hire processes hiring processes.

. Directed and managed HR systems and security for over 100,000

employees' records and compliance requirements, including four FedEx

sister companies (FedEx Corporate, FedEx Tower, FedEx Trade Network,

and FedEx Services).

. Managed HR data integrity and HR system operating components.

. Managed HR data systems, employee records/files, and employee ID

badges.

. Managed and reported required new hire and employee records/documents

of company, state, local and OFCCP and provided monthly reports to

company Vice Presidents.

. Managed corporate employee audit

. Ensured HR data maintenance, security, employee record retention

including electronic files, I9's, employee applications, salary

related issues, and internal job change processes.

Manager Benefits Customer Service and Support (1985-1990)

. Administered and controlled an annual operating budget of $2.2 million

for over 100,000 employee's medical claim benefit payment, quality

assurance and appeal cases.

. Managed and directed a staff of 14 employees

. Managed health, dental, and disability claims

. Monitored Hospital Audit Award Program

. Coordinated vendor contracts

. Controlled medical and dental payment distribution

. Coordinated activities for the Benefit Services and Correspondence

Center

. Audited processes for quality assurance

. Presented Medical appeal cases to Senior Leadership Board Committee

Blue Cross and Blue Shield, Memphis TN 1982- 1984

BlueCross BlueShield is the oldest and best-known brand name in the U.S.

health care industry. BlueCross BlueShield of Tennessee is one of the most

financially sound plans.

Subscriber & Claims Administrator

. Provider Service Representative and Medical Claims Processor for

clients in TN and health care providers.

. Processed health claims and completed provider service coding

Dreifus Jewelry, Memphis TN 1978 - 1981

Chain of Jewelry stores owned and operated by the Dreifus family.

Account Clerk Coordinator

. Responsible for accounts payable, receivable, store inventory and

weekly payroll for over 250 store employees in 12 locations.

. Coordinated and trained work activities for a workgroup of 15 staff

members.

EDUCATION, SKILLS AND TRAINING

Dowling Institute, New York, NY (campus site - Memphis TN) Senior-completed

108 credited hours

Major - Business Administration with a focus in Leadership

. HR Reports and Queries

. MS Project Management

. MS Word

. MS Excel

. MS Power Point

. Advance Business Laws

. Managing Growth

. High Performance Teams

o Studying for PHR certification

References Upon request

Contact this candidate