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Customer Service Human Resources

Gwynn Oak, Maryland, 21207, United States
May 23, 2010

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Crystal Dennis

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

Baltimore, Maryland 21207



Highly creative and result oriented professional with extensive

Administrative skills/Customer Service skills with over 10 years of

experience with the University of Maryland Baltimore for the State of

Maryland. Proficient in all documentation and/or record maintenance to

ensure accuracy and customer confidentiality. Ability to work well under

pressure and against deadlines well developed communication skills. I have

always been able to establish a positive rapport with all levels of staff.


. Problem Resolution

. Organizing/Coordinating

. Verbal and Written Communication

. MS Word, Excel, Power Point and Word Perfect

. Staff training and development /Orientation

. Excellent open-minded team player


PHR- Human Resources Univ. of Md. College Park


Data Entry Certificate Watterson Skill Center, Baltimore,

MD July1986

High School Diploma Northwestern, Baltimore, MD

May 1982


MABS, MIDUS, Tax Contribution Application, Disputed Claims Application, ADC, Windows XP, Windows 2000, PeopleSoft (HRIS), PeopleSoft (Eagle

Links), Microsoft Office Suite 2000, Asset 3.2.1 Bar-coding, Scanning,

Excel, Kronos

Power Point, Beginner Access, PHR (HRIS), A/S 400, FAS Master Card

(Payroll Software)



. Review and research Disputed Claims for the Wage Assistance

Unit by using the Tax Contributions Application system and

the MABBS system.

. Print a Wage Assistance Status Report every day.

. Determine what quarters are being disputed by


. Receive and make necessary telephone calls to either the

claimant or the employer to determine what proof is needed

to add wages.

. Mail out letters and or forms to the claimant and/or the

employer requesting proof of disputed quarter.

. Create a file folder for each claimant.

. Create a Z-14 note to send to the claim center notifying

them that something has been done to the claim. .

. Determine if a claimant was paid by a W-2 or a 1099.

. Using others systems such as the SIDI, IBIQ, and AEFX-ER

to determine other issues pertaining to the disputed claim.

. Other duties as assigned


. Verify stock against shipping authorizations for agreement as

to quantity, description, sizes and conditions to purchase


. Supervise, manage, and perform a variety of task in ordering,

receiving, storing, accounting for, distributing, shipping and

issuing equipment materials and supplies

. Match invoice documents with receiving reports or packing slips

using calculator, vendor's price list, reports or logs,

contracts to ensure correct amounts and process for payment

. Maintain budget of supply stock

. Open and close of Receiving area (Responsible for all keys to

locked areas)

. Maintained credit card usage

. Searched commonly used vendor catalogs to order and identify

special orders - accurately filling orders and delivering to

designated department/persons within allotted turn around time

. Investigate discrepancies and initiate corrective action with

misplaced or orders not delivered in a timely manner

. Applied store keeping procedures & methods in arranging space

conducting inventory & estimating needs

. Maintained & prepared records and reports as directed

. Verify and sign off on employees timesheet

. After carefully examining incoming merchandise from major

distributors, sign for, and have clerk and driver deliver to

proper destination on campus.

. Perform data entry of confidential information into the HRIS

system including but not limited to new hires, terminations,

and other personnel changes; maintain associated records and

logs (review documents for completeness and communicate with

the department representatives to obtain necessary information

prior to making any entries).

. Conduct system audits to ensure data integrity as well as

provide input on how data capture and flow can be improved for

quality and efficiency.

. Provide assistance with the processing of employment

verifications and unemployment claim information.

. Participate in providing training and support to department

representatives regarding the use of the HRIS system; assist

with documentation of processes and procedures.

. Generate and distribute standard reports and statistical

summaries to support organizational needs.

. Constant filing of new and current employee files using the

Kardex filing system and the Microfiche scanner.


. General principles, procedures, terminology and practices used

in financial and statistical clerical record keeping including

posting, computing total, reconciling accounts, and reviewing

balance sheets.

. Performed various office functions including answering

telephones, maintaining calendars, collect and distribute mail,

and maintain supplies.

. General accounting including basic understanding of debits and


. Maintained electronic filing system.

. General computer applications including spreadsheets, databases

and word processing.

. Respond to inquiries by explaining information on policies and

procedures of the University.

. Other duties as assigned

*Key Accomplishments

> Minimized the amount of turn over time for processing New Hire

paperwork to ensure new employees were paid on time.

> Created a "Drop Box" and a continuance Excel Spreadsheet for

the Human Resource Service Center resulting in a more accurate

tracking of incoming paperwork.

> Received "Kudos Award" from the Associate VP of Human Resources

for my attendance and staffing assistance during inclement


> Initiated a tracking mechanism for incoming merchandise for

Receiving department - reduced packages being misplaced and

expedited delivery time.



Supervisor/Storekeeper, Coppin St.Univ. Balto, MD 12/08-04/09

HR Assoc., Univ. of MD Balto. HR Serv. Ctr. Balto, MD 10/02-12/08

Account Clerk III, Univ. of MD Balto. Payroll dept. 09/01-10/02

Blue Cross Blue Shield, Owings Mills, MD Temporary Data Entry

position 01/98 to 01/99.

Office Clerk II, Workers Compensation Commission, 03/92-06/97

Assessment Record Aide, Assessment & Taxation, 01/90-01/91

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