Human Resources Customer Service

Doug James

Email: abo3rh@r.postjobfree.com

Address:

City: Granite City

State: IL

Zip: 62040

Country: USA

Phone: 618-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Organized Human Resources Professional possessing strong interpersonal skills, attention to detail, and excellent analytical skills. Creates business partnerships and builds trust with managers and employees to create a positive work environment.

Educational Background:

High School Dipolma from Fontbonne University, Clayton MO 1/2001 to 12/1999 (Business Administration)

High School Dipolma from Southwestern Illinois College, Clayton MO 1/2001 to 10/2012

Job History / Details:

Summary

Organized Human Resources Professional possessing strong interpersonal skills, attention to detail, and excellent analytical skills. Creates business partnerships and builds trust with managers and employees to create a positive work environment.

Experience

February 2011 to Current

AT&T - Finance St Louis, MO

Sr Cost Accountant

Provide core processing support for the Common Services team in the Finance Operations organization. Assist in ensuring that transactions are flowing through the financial system properly. Assist in design and development of procedures and documentation to support users of the Corporate Financial Application Suite (CFAS). Identify and help resolve inconsistencies and issues with transactions and the CFAS system. Utilize Microsoft Access and Business Objects to execute weekly user surveys, then organize and manage the feedback from those surveys. Utilize Microsoft Access to assist with maintaining audit compliance for multiple levels of controls. The audit controls include Sarbanes Oxley (SOX), external auditing such as Ernst and Young (EY), and internal audit requirements. Utilize query tools such as TOAD to organize data for troubleshooting issues and reporting purposes. I successfully implemented the use of the AT&T One Ticketing System (AOTS) as the Common Services tool for managing issues for our clients. I successfully implemented the use of the Universal Self Help reporting tool as the front end for client trouble reporting. I successfully implemented the use of KANA-KnowIt as the solution and information repository for the Common Services team.

April 2008 to February 2011

AT&T - ITO Service Desk St Louis, MO

Operations Manager

Operations Manager for the St Louis Service Desk. Provide tier 2 investigation and support for legacy Human Resource, payroll, learning, and sales applications. Also provide support for hardware and network issues. Educate and train Service Desk agents and clients on processes and utilization of support tools. Asset Management for managing PC and monitors for the group, including lease rolls and equipment purchases. Conduct quality audits for agent performance. Promote teamwork to help my team perform with efficiency and excellence to best meet client needs.

July 2003 to April 2008

AT&T - Toolbar Support Team St Louis, MO

Sr Communications Specialist

Provide support for DSL sales systems. Use interpersonal skills to educate clients on password resets and systems access. Invoke problem solving skills to investigate and resolve system errors to allow completion of DSL sales. Serve as Major Problem Coordinator (MPC) during on call rotations. Help educate sales staff on the DSL systems cycle and flow of data. Install ITO Toolkit on client machines to allow use of password reset tools and electronic trouble ticket submission. Emphasis placed on Teamwork to focus on corporate goals first, then personal goals.

January 2003 to July 2003

AT&T - Employee Services St Louis, MO

Sr Communications Specialist

Provide Tier 2 support for Employee Services Helpdesk (ESH) staff on ESH supported applications. Developed process improvements to escalation procedures utilizing Vantive (as part of a team). Developed and documented Tier 2 process flow. Developed and distributed training program for ESH staff to learn the JOBS application. Developed and documented SME roles for ESH applications. Investigated the need for new Service Level Agreements (SLA) for applications currently supported without a SLA. Served as Major Problem Coordinator (MPC) on a rotation basis.

May 2001 to January 2003

AT&T - Enterprise Web Support St Louis, MO

Communications Specialist

Provide Tier I support for Enterprise Web Support legacy applications including: LMC, Webphone, Webnotify, Ebuy, Eprint, PMR, RTS, TIW, and Train Net. Support includes password resets, addition of user IDs to applications, troubleshooting browsers, and navigational instruction. Developed training syllabus for cross training with eLink. Assisted with delivering Customer Service Training to Employee Services Helpdesk staff.

August 1999 to October 2000

American Steel Foundries Granite City, IL

Payroll Processor

Processed payroll for 200 union employees. Research and resolve pay discrepancies, calculated incentive pay, and tracked labor costs. Created and compiled internal customer reports and performed capital equipment inventories. Implemented a system of prorating labor hours against multiple charges, resulting in a 66 percentage reduction in time required to complete the task. Selected to fill striking steel chipper position to maintain required production for existing orders, resulting in quality castings delivered to customers on time. Received offer for full time steel chipper as a result of the quality work performed.

November 1997 to July 1999

Philip Services Corporation Columbia, IL

Human Resources Assistant

Updated Ceridian relational human resources databases, and created and compiled internal and external customer reports. Processed employment verifications and wage garnishments, responded to unemployment claims, and assisted in recruiting and employee orientations. Developed and formatted external customer reports for auditing hours charged against state-funded environmental projects, resulting in a 33 percentage reduction in time required for task completion. Participated as a team member to restore 3 months of lost financial / accounting / payroll data 25 percentage ahead of schedule. Updated HR/PR systems on a weekly basis within time constraints to ensure 100 percentage payroll / benefit accuracy.

October 1988 to August 1997

McDonnell Douglas (Boeing) St Louis, MO

Branch Administrator

Input labor and attendance records, and reconciled labor and attendance accounts. Provided labor and attendance systems training and proposed and implemented system improvements. Received the Teammate Of Distinction award for training over 50 foreman individually on the new labor and attendance system one week ahead of schedule allowing implementation to begin ahead of schedule. Maintained relational databases required for payroll / benefit processing. Assisted in recruiting mechanics for maintenance projects. Research and resolve pay discrepancies. Conducted labor / attendance audits (billable hours) resulting in the recovery of over $15,000 from overpayment and unaccounted hours. Developed and maintained a tracking system for Aircraft Mechanic FAA licensing, resulting in the elimination of $1,000 fine per incident from FAA for improper proof of training.

Education

1999 Fontbonne University Clayton, MO

BBA Business Administration

Southwestern Illinois College Granite City, IL

Associate of Applied Science CIS

54 hours completed toward CIS degree

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