Customer Service Human Resources

Robert Avina

**** *** ***** ******** 216-***-****

Chesterland, OH 44026 Email: ********@*****.***

OBJECTIVE

To obtain a position that will utilize and grow my proven experience in

Customer Service support that concentrated in Human Resources-specializing

in company policies, Health and Group benefits along with program delivery.

SUMMARY OF QUALIFICATIONS

Professional with a Bachelor of Arts in Communications supported with a

certificate in Human Resources that interpreted complex policies, handled

benefits for more than 4 years and 2 years experience in recruiting.

EMPLOYMENT HISTORY

Human Resource Analyst 05/08-Present -Towers Watson, OH

- Developed and built the Associate Services Center to a successful

department.

- Answered benefit/company information inquiries via ticket and phone

systems.

- Assisted in annual enrollment and prepared manual enrollment forms as

needed.

- Followed-up on responses and inquiries needing investigation.

- Escalated inquiries to Subject matter experts when appropriate.

- Investigated difficult inquiries to provide an accurate and thorough

response.

- Accurately answered inquiries with appropriate wording and grammar.

- Triggered Life events in system to allow associates to make benefit

changes.

- Interpreted and explained complex policies to associate

- Conducted Benefit Orientation presentation via phone and web.

- Drafted Offer letters for new candidates.

- Assisted in Implementation of HR Call Center.

Supply Chain Coordinator- 12/07-04/08 -Garick Corporation, OH

- Always provided customers with timely, courteous service.

- Built and maintained positive relationships with customers and key

accounts contacts.

- Increased sales by suggesting new products and increase order

amounts.

- Monitor status of orders to make sure they are processed and

delivered in a timely manner.

- Successfully negotiated the best trucking rates for all shipments.

- Entered and reviewed customer orders.

- Communicated with truck companies and customers regarding deliveries.

- Optimize all trucking moves using best management practices and

continuous improvement.

- Processed credits to vendors for returned product.

- Produced mailings to customers and key accounts for upcoming season

products.

- Ensured proper billing information was entered and/or accurate.

Call Center Representative-04/06-11/07-Fleet Response, OH

- Answered Phones and entered accident claim information in computer

system.

- Assigned body shops for vehicle repairs when appropriate along with

scheduling of alternative transportation needs for client.

- Ensured all billing for rentals were set up correctly.

Manager Trainee - 06/05 - 04/06-Hertz Local Edition, OH

- Prepared vehicles for rental customers and entered rental information

in system.

- Conducted inspection of vehicles upon exit and return of vehicle from

rental customer.

- Handled customer disputes with rental agreement.

- Prepared daily deposits of revenue and expenses when assigned.

- Sold additional products and services to increase revenue on rentals.

- Developed and Maintained relationships with key account providers.

Human Resources Aide/World Leader - 10/04 - 05/05-Toys "R" US, OH

- Organized all scheduling of interviews, orientations and starting

dates.

- Conducted new hire orientation and completed appropriate paperwork.

- Handled all aspects of new hire process to include all necessary

paperwork and training.

- Hired 50 people within a 3 week period resulting in a 30% reduction

in payroll hours.

- Handled all HRIS data entry for approximately 150 people for multiple

sites.

- Executed multi-site timekeeping reporting of all hours worked.

- Facilitated all payroll corrections/resolved payroll issues for 4th

quarter- 2004.

Unit Manager - 01/02 - 10/04-Sears/Citigroup (Call Center), ID & OH

- Managed a team of 15 Customer Service Representatives.

- Conducted ongoing employee reviews (monthly and annual).

- Trained all employees on policies, procedures and company philosophy.

- Created training documents for Credit Bureau reporting for training

department.

- Participated on project teams to help improve company practices and

efficiency.

- Project Team Member with the goal of a total of improved interviewing

and Training programs.

- Assisted in company recruiting events both for exempt and non-exempt

positions.

- Participated in corporate and college recruiting events.

- Served as a Project Team Member Trainer of Job Function at multiple

sites.

SKILLS SUMMARY

- Windows, Microsoft Office (Word, Power Point, Excel and Outlook).

- Tsys, On Base, Inotes and Lotus Notes, Oracle, Peoplesoft and Element

K

EDUCATION

Human Resource Certificate-2009 Lakeland Community College-Kirtland, OH

B.A., Communications, Minor: Psychology - 2001-Purdue University, West

Lafayette, IN

Director of Student Union Board-All Campus Activity Organization-Purdue

University

Team Leader-Boiler Gold Rush-Freshman Orientation Program-Purdue University

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