Customer Service Human Resources

Wendy D. Carter

** ********** *****, ***. **-I

Hampton, VA 23666

May 22, 2010

Dear HR Department,

I am an HR Professional with over 5-6 years of experience in the areas of

Human Resources and Benefits Administration. I am enclosing my resume for

your consideration concerning the Human Resource Specialist-Benefits

position. My experience and education are based on a combination of superb

customer service skills, Team leadership, and hard work, which has enabled

me to obtain in-depth knowledge of the principles and foundation of Human

Resource Management.

A brief list of my accomplishments and skills include:

* Masters Degree in Human Resources Management

* Experience including both working as an HR Generalist and a Benefits

Administrator

* Knowledgeable of various benefits programs and the regulatory

requirements

* Excellent Presentation Skills

*Strong Communication Skills

*Excellent analytical/problem solving skills

*Experience using E-Verify

*Experience working with the retiree population

*Experience working with union employees

* Excellent Advising and Counseling skills

* I am a licensed life and health insurance agent

These and other accomplishments would make me an outstanding asset to your

organization. I would appreciate the opportunity of a personal interview

at your convenience to further discuss your needs and my abilities.

I look forward to hearing from you.

Sincerely,

Wendy D. Carter

Enclosures

Wendy D. Carter

21 Sacramento Drive ( Hampton, VA 23666 ( 757-***-**** (

***************@*****.***

HR Skills

HR DEPARTMENT FIELD Staff Recruitment & Orientation &

OFFICE Retention On-Boarding

Employment Law Employee Relations Training &

FMLA/ADA/EEO/WC Alternative Dispute Development

Mediation & Advocacy Resolution (ADR) Performance

Benefits Administration Management

HRIS Technologies HR Program/Project Organizational

Management Development

HR Policies &

Procedures

PROFESSIONAL EXPERIENCE

DynCorp International -Yorktown, VA

Provide HR Support for the field office

HR Generalist, 11-14-08 to Present

Key Results:

. Provide administrative support to hr functional areas; recruitment and

staffing, employee or labor relations, compensation, benefits, training

and/or equal opportunity/affirmative action.

. Oversee recruitment for personnel stateside and overseas including

processing requisition and posting positions.

. Work with corporate regarding recruitment efforts for exempt, non-exempt

personnel.

. Conduct new hire orientation for in-processing and out-processing and

update information into PeopleSoft.

. Updating personnel transactions in web based HR/Payroll HRIS system

(PeopleSoft).

. Administer the annual performance evaluation procedure and assist

Management with the employee merit process.

. Maintaining databases and spreadsheets regarding personnel, and prepare

monthly, quarterly and annual reports.

. Update annual (FSA) employment contracts for overseas personnel.

. Respond to unemployment claims.

. Respond to issues regarding domestic and ex-pat population.

. Administer the STD/LTD Disability and Leave Program.

. Strong working knowledge of PeopleSoft, MS Office, (Word, Excel).

. Administer international benefits for employees overseas.

. Contact carrier regarding benefit administration including worker's

compensation claims.

. Conduct annual open enrollment for all benefits for US and International

employees.

. Coordinate and schedule travel for new hires assigned to Muscat,

Thumrait, Bahrain, Seeb, Qatar, and Kuwait.

. Coordinate online training for Annual Open Enrollment of employee in US

and overseas.

. Address payroll issues and updated payroll information.

. Conducting employee benefit sessions to include New Hire Orientation

sessions and Annual Enrollment meetings.

. Complete weekly audit report and resolve all discrepancies.

. Administer Family Medical Leave and Short/Long Term Disability cases and

processed employment and worker's compensation claims.

Norfolk CSB -Norfolk, VA

Provide HR Support for the HR Headquarters

HR Generalist, 03-08 to 09-08

Key Results:

. Responsible for the human resources administration of 350 employees.

. Sourced resumes, scheduled interviews for hiring managers/ maintained

personnel transactions in (PeopleSoft).

. Maintaining databases and spreadsheets regarding personnel, and prepare

weekly and monthly audits.

. Assisted HR Manager with the administration of the Mid-Year and Annual

Performance Management reviews.

. Provided presentation for new hire orientation and provided education

sessions on annual open enrollment.

. Processed personnel status changes, promotions, merit increases,

terminations, personnel data changes.

. Ensured medical staff maintained required current licensures and

certifications.

. Administered Health and Wellness Benefits including ST/LT Disability,

COBRA, and Worker's Compensation.

. Cobra Administration, employee and dependent notification.

. Administer the STD/LTD Disability and Leave Program.

. Assisted employees with resolution of Medical, Dental, FSA, and

Disability claim and payment inquiries.

. Processed semi-monthly payroll exceptions including merit and salary

increases.

. Conducted exit interviews and provided feedback to HR Manager with

recommendations.

. Prepared comparison of compensation plans and participated in

compensation surveys.

. Worked Broker on RFP to add FSA Health/Dependent Care and Group Life

Insurance benefits.

. Coordinated and conducted open enrollment training sessions.

EDS/Rosengroup -Chesapeake, VA

Provide Benefits Administration as Third-Party Administrator (Call Center)

Sr. Benefits Administrator, 04-06 to 04-07

Key Results:

. Administered and maintained company benefits programs for retirement

plans for 60,000 employees.

. Answered inquiries of benefit provisions, eligibility, and enrolling in

or making changes to benefits.

. Assisted employees with resolution of Medical, Dental, FSA, and

Disability payment questions.

. Experience in a lead position involving frequent contact with customers

and taking escalated supervisor calls.

. Provided new hire orientation and education on employee benefits and

coordinated open enrollment.

. Resolved complex claim issues; handled escalated supervisor calls and

generated monthly reports.

. Acting evening supervisor for 5 customer service representatives.

. Managed feedback report, and enrollment statistics along with generating

monthly reports.

. Interfaced with payroll department to resolve issues regarding premium

payment, leave practice.

. Participated on appeals committee and prepared appeal determination

letters.

. Educated and guided new hires on online new hire/benefits enrollment Web

site.

Pearson Government Solutions - Chester, VA

Provide Benefits Administration as Third-Party Administrator

Medicare Call Center Supervisor, 10-05 to 04-06

Key Results:

. Responsible for training and coaching of new customer service reps and

supervised a team of 18 CSR.

. Knowledgeable of Medicare and Medicare benefit plans and worked with 3rd

party providers.

. Answered supervisor and overflow calls when needed.

. Coached and trained reps on handling difficult calls and new product

information.

. Responsible for interviewing and selecting call center staff and crossed

trained Customer Service staff.

. Responsible for the hiring, disciplinary action and termination of

employees.

. Answered enrollees Medicare questions and assisted in enrolling in the

Medicare Part-D Plans.

. Processed weekly employee's payroll, track attendance and generate daily

and monthly reports.

. A case management approach is used to handle the inquiries, which means

that each inquiry is handled from receipt to resolution of the inquiry.

Virginia Power -Richmond, VA

Provided HR Support to Headquarter (Call Center)

HR Representative, 09-04 to 10-05

Key Results:

. Administered benefits program for retiree's and 17,000 active employees

including union represented employees.

. Maintaining and updating personnel transactions in web based HR/Payroll.

. Assisted employees with resolution of Medical, Dental, FSA, and ST/LT

Disability inquiries/claim processing.

. Communicated HR/Benefit claim process to employees and assist in filing

claims.

. Advised HR field staff and Management regarding HR Federal and State

Laws.

. Educated and guided new hires on online new hire/benefits enrollment Web

site.

MCV Hospital -Richmond, VA

Provided Referral Support for Dr.'s Offices and MCV Hospital

Referral Coordinator, 08-03 to 06-04

Key Results:

. Processed referrals/ obtain authorizations for treatment coverage under

HMO insurance and Medicaid products.

. Contacted primary care physicians and/or specialty physicians to gather

data for appropriateness of referral.

. Completed necessary paper and enter referrals once approval has been

obtained.

. Knowledge of medical terminology, third party payer, authorization

guidelines and reimbursement policies.

. Excellent oral, written and interpersonal communication skill w/attention

to detail and knowledgeable of CPT/ICD9 codes.

. Entered insurance data including referrals and insurance information.

VA Workers Compensation Commission -Richmond, VA

Provided Customer Service support for the commission (Call Center)

VWC Representative, 02-02 to 01-03

Key Results:

. Provided assistance to claimants regarding filing a VWC claim.

. Prepared correspondence and court orders and reviewed medical records.

. Communicated COLA adjustments to claimants on an annual basis.

. Explained benefits under the Act, such as TT, TP, PP, and appeal process.

. Processed mail and researched claims to prepare for court, extensive

knowledge of VWC Laws and Regulations.

. Answered inquiries of injured workers, employers, Insurance companies,

medical staff and attorneys.

United Way -Richmond, VA

Provided HR Support to the HR Manager (Contract Position)

HR Specialist, 08-01 to 02-02

Key Results:

. Responsible for day-to-day operation of HR Department and advised

employees on HR policies and procedures.

. Assisted with employee orientation, benefit administration and bill

reconciliation.

. Responsible for reviewing and selecting resumes to be viewed by hiring

manager.

. Prepared recruitment lists, jobs postings, scheduled interviews and

verified employment.

American Red Cross -Falls Church, VA - Call Center

Provided HR Support to Corporate Headquarter (Global Company)

Benefits Administrator, 05-00 to 06-01

Key Results:

. Responsible for H & W benefit administration, addressed payroll issues

and updated payroll.

. Answered inquiries of benefit provisions, eligibility, and enrolling in

or making changes to benefits.

. Significant experience with analysis of multi-state medical plans for

chapters located in multi-states.

. Assisted employees with resolution of medical, dental, FSA, and

disability payment questions or issues.

. Communicated HR/Benefit claim process to employees and assist in filing

claims.

. Coordinated annual open enrollment for the National Head Quarters.

. Conducted weekly new hire orientation for (25-30) employees.

. Administered benefits for employees both in the US and Internationally.

Computer Skills

COMPUTER SKILLS: WORD, EXCEL, POWERPOINT, ACCESS, OUTLOOK, PEOPLE SOFT,

LOTUS NOTES, SAP, SONIC- RECRUITMENT DATA BASE, DELTEK COST POINT,

SHAREPOINT, TPS SOLUTIONS AND A TYPING SPEED OF 60 WPM.

Education

M.S. HUMAN RESOURCES MANAGEMENT - TROY STATE -2001

B.S. Counseling - ODU - 1988

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