Human Resources Customer Service

Grethel Fernandez

*** ******* ***** **. ( Mount Juliet, TN 37122 (

****************@*****.*** 305-***-****

Qualifications Summary

Highly personable Human Resources Generalist with excellent Human Resources

and Payroll background with a verifiable record of accomplishment spanning

five years. Goal-oriented individual with strong leadership capabilities,

bilingual, recognized as a results-oriented and solution-focused person.

Productive and efficient work habits without supervision. Self-motivator

with high energy. Expert communicator - able to resolve conflicts and

negotiate win - win outcomes.

o Payroll processing experience including recruiting and employee

benefits.

o Proven ability managing trainings and employee orientation programs.

o Expertise in resolving escalated employees or customers issues.

o Talent for identifying people needs and presenting appropriate

company product and service offerings.

o Demonstrated ability to handle currency accurately and provide

exceptional follow-up.

o Secured numerous company achievement awards for delivery of

exceptional customer service and strong organizational skills.

o Proficient with Microsoft Office System (including Microsoft Word,

Microsoft Excel, Microsoft PowerPoint , Microsoft Access, and

Microsoft Outlook ). People Soft, ADP Time Saver, PayForce and other

specialized payroll systems.

Professional Experience

MILLENNIUM MAXWELL HOUSE - Nashville, TN 2007 to

Present

Human Resources Coordinator/Benefits Administrator

Serve as Human Resources Coordinator/Benefits Administrator for a hotel

with over 185 employees.

Provide high level administrative support to HR office playing a key role

in recruitment. Process payroll and oversee employee benefits. Manage

monthly billing, office supplies, expense accounts and safety meetings.

Manage leave-of-absence programs, develop orientations and personnel

records.

. Instrumental in improving employee-satisfaction ratings through

suggestion, development, and implementation of new Employee Relations

programs.

. Increased service levels to hourly and salary employees during the new

hire process.

. Dramatically reduced worker's compensation injuries by implementing

safety basis.

. Received outstanding positive comments from team members on employee

reviews, as well as exceptional feedback from senior management.

RITZ CARLTON COCONUT GROVE - Miami, FL 2002

to 2007

Paymaster/Human Resources Coordinator (2006 to 2007)

Promoted to process payroll for over 240 employees. Managed employee

commissions, deductions and benefits. Monitored the distribution of

paychecks as well as direct deposit program. Assisted in all HR duties

including employee relations and trainings.

. Received numerous accolades from senior management for consistently

providing excellent service and tactfully resolving sensitive employee

issues.

. Played key role in reducing labor costs by recommending staff

scheduling changes.

. Selected to assist in the reopening of the Ritz Carlton New Orleans

(After hurricane Katrina).

General Cashier (2005 to 2006)

Managed the daily deposits to the bank and successfully oversaw monthly

audits to the cashiers. Reconciled bank balances and recorded general

ledger entries. Handled house bank of $30,000.00 and managed billing

inquiries. Resolved customer billing complains in collaboration with

respective agency and other departments.

. Dramatically enhanced guests-satisfaction ratings by expediting all

claims and ensuring a high degree of accuracy.

. Received Customer Service Award for outstanding track record of

positive customer feedback.

Housekeeping Supervisor (2002 to 2005)

Supervised the daily operations of the Department. Leaded 40 employees and

provided them with the tools to maintain and increase service levels to the

guests.

. Achieved perfect score on Guest Satisfaction Surveys.

Education and Training

Bachelor of Science in Civil Engineering GPA=3.30 ( University of Havana

- La Havana, Cuba

Enrolled in MBA Program in Human Resources - Walden University

Certifications/nominations

Staff Interview Analyst (FL, 2006), Peer Review Panelist (FL, 2006),

Service for Success (TN, 2008)

CE Credits SHRM (Nashville TN, 2009)

Five Star Employee - The Ritz Carlton, Miami FL / Millennium Maxwell House,

Nashville TN

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