Human Resources Customer Service
Resume:
. Analytical and detail-oriented, with experience in: MS Word, Excel,
Access, Cognos Reporting, and LOA Database and Reporting Systems, Labor
Updates 2007, People Soft 8.9, VZWise, People Soft, Oracle, Enwisen,
Internal Investigations, and Employee Relations, and Human Resources
certified.
. A dedicated team player, committed to providing high-quality support and
excellent problem-solving skills to all organizational levels. Strong
Communication Abilities; Extremely Reliable and Punctual; Self-Motivated;
Excellent Customer Service and Public Relation Skills; Wide Range of
Managerial and Support Skills.
2 Experience
Advantage Sales & Marketing
Anaheim, CA
Human Resources - Leave Administration Supervisor
August 2010 to Present
Administer Leave of Absence (LOA) processes
. Ensure legal compliance regarding all company Leave of Absence issues
including but not limited to: Corporate sponsored Disability Policies,
Federal FMLA, State Sponsored FLA, HIPPA, USERRA, ADA, company Drug
Testing policies and other Leave of Absence related legislation and
policies
. Ensure all medical and family leave standards and protocols are followed
under legal, regulatory and company policy
. Monitor eligibility, develop and maintain accurate reports
. Partner with the benefits team for ongoing program updates, reporting,
and periodic review of overall plan administration
. Serves as liaison between Company, the associate, divisional and
department managers, and relevant third party carriers for LOA
. Create and maintain confidential electronic leave records and track
information using Microsoft office applications, HRIS applications, and
other vendor systems ensuring accuracy and completeness of all records
. Collaborates with the benefits, human resource, talent acquisition &
legal teams regarding escalated cases, and/or cases possibly involving
ADA accommodations
. Produce written documents, such as letters, memos, and reports, in order
to send and receive information regarding claim status, leaves of absence
under the Family Medical Leave Act, and any other relevant state or
federal leave laws, including the Americans with Disabilities Act
. Comprehends and makes inferences from written material such as letters
and reports from doctors in order to make determinations regarding
ability to return to work or perform essential functions of the job
. Participates in special projects and cross functional teams as required
Verizon Wireless Irvine,
CA
Human Resources - Leave of Absence Coordinator/Acting ER Consultant
September 2003 to August 2010
. Manage the Leave of Absence processes and reporting
. Tracked and managed the Federal, State and Company Leave of Absence
process; worked closely with adjusters and investigators to resolve
workers compensation claims quickly and accurately
. Full knowledge of the Leave of Absence Guideline and Process including
Worker's Compensation, Subject Matter Expert and liaison in LOA
procedures for other departments, employees, supervisors, and leave
vendors/carriers
. West Area Subject Matter Expert regarding state, federal and company
leave of absence process as well as At-Work Accommodations; worked
closely with adjuster to resolve workers compensations claims quickly and
accurately; investigated and responded to employees benefits disputes;
participated in standard and positive annual enrollment for Irvine Call
Center
. Extensive knowledge of Cognos Reporting, Leave of Absence Reporting, and
LOA Database and Reporting Systems
. Assisted Manager in compiling data/report via COGNOS
. Review and update the Leave of Absence Guideline and Presentation
Materials
. Facilitated mandatory LOA sessions for all of Irvine Call Center
supervisors and provided leadership team ways to maximize the effective
use of Disability Dashboard and Conducted Team Meetings
. Acting ER Consultant for Financial Services and AOC
. Conducted HR investigations and Reviewed and resolved employee grievances
. Proficient use of PeopleSoft HR Management Software. Completed
termination request and process
. Reviewed and delivered Final Written Warnings
. Reviewed resumes and applications; performed phone screens and job
offers; processed new hire paperwork and facilitated new hire orientation
. Completed projects such as Count Me In Award, Here To Win Recognition,
Rideshare Program, and Benefit Fair
Verizon Wireless
October 2001 to September 2003
Financial Services Resolution Team - Supervisor
Major/Corporate Team and Financial Services - Supervisor
. Hire staff and create metrics for new West Area Financial Services
Resolution Team
. Analyze call patterns to effectively schedule staffing to avoid call
coverage gaps
. Produce performance score cards that reflect Key Performance Initiatives
. Provide point of contact coverage for Associate Director in her absence
. Developed and shared a computerized tracking systems for complaints and
correspondence
. Developed the Metric Builder coaching tool to streamline statistical
information being produced by Representatives and maintain the focus on
metrics and coaching to improve performance
. Prepared timely and accurate monthly Representative Performance Agreement
Reports
. Set record highs for dollars collected in Major/Corporate Accounts
. Career Progression Champion - Coordinate promotions in Financial
Services and Credit departments
Money Control
Riverside, CA
Office Manager January
1991 to October 2001
. Hired, trained, and managed a medical billing department with a staff of
10
. Created and prepared financial reports for clients such as Verizon, SBC,
Ameritech Communications, and Loma Linda University Medical Center
. Acted as a liaison to 40 accounts receivable clients in the utility,
medical, and retail sectors
1 Education
University of Phoenix - Bachelor of Science in Business Management/Human
Resource concentration BSBM June 2011
John F. Kennedy High School - High School Diploma
June 1984
Human Resources Certified
April 2006
FMLA, ADA, Worker's Compensation Certified
April 2006
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