Customer Service Manager

AlexanderR Yacobellis

Email: *********@********.***

Address: **** **** *** *

City: Saint Petersburg

State: FL

Zip: 33713

Country: USA

Phone: 813-***-****

Skill Level: Experienced

Salary Range: 58

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

iAlexander R. Yacobellis

*********@********.*** i 813-***-****

1911 20th Ave N a St. Petersburg, FL 33713

HR Generalist

Areas of expertise:

Visionary & HR Strategist i Employee Engagement i On-Boarding

Payroll & Benefits Planning i Performance Measurement i Staff Retention i Talent Management & Development

Account Management i Change agent i Leadership & Collaboration i Partnership Development

Policy & Procedure Development i Process Documentation i Project Management

Strategic Planning i Team Collaboration i Training

Professional Experience

Advantec i acquired by Oasis Outsourcing in 2011 i Tampa, FL 2002a Present

Client Relations Account Manager (2009iPresent)

Manage 5 direct reports. Function as HR department, either as a co-employer or for worksite employers across a broad range of industries, from law firms to ship yards. Oversee and consult 350+ clients with 4,000+ employees on all aspects of HR including taxes, legal, payroll, on-boarding, health benefits, and other HR functions. Evaluate human relations and work-related problems, develop solutions to address clientsa needs, and meet with clientsa management teams to remediate issues. Design and conduct training for clients on topics including conflict resolution, interpersonal communication, sexual harassment, workplace diversity, and effective group interaction skills. Partner with clients regarding open enrollment benefit renewals to determine and deliver strategic benefit offerings. Produce and deliver handbook addendums, customized reporting, and form job descriptions for numerous industries including oil and gas, healthcare, recreationacountry clubs, and not-for-profits.

Recognized for timely and informative responses to client inquiriesaa one-stop-shop.

Nominated and awarded for retention effortsaone of the top retention tools in the company.

Awarded employee of the quarter 4 times.

Reduced risk for employers; created strategic plans to ensure compliance with legal requirements for HR issues.

Implementation Account Manager (2008i2009)

Directed client on-boarding process. Supervised 3 employees. Collaborated with sales to understand client expectations. Cultivated new client on-boarding plans and timelines to integrate clients into Advantec systemsaon-boarding new employees, incorporating benefit plans, setting up payroll, and performing client training on systems. Proactively liaisoned between sales, new clients, and the corporate office to identify and resolve potential payroll and benefits issues. Facilitated meetings with internal and external clients to identify action items and establish deployment plans for employers. Conducted extensive benefit training for large employee groups, with up to 200 employees per group.

Achieved highly successful employee retention rate of 95% after 90 days of service for clients located nationally.

Conceived and launched streamlined format for orientation and enrollment meetings used nationally.

Innovated and developed training materials deployed company-wide for internal field associates and clientsa management teams.

Recognized for exceptional Client Retention rate of 99% in 2008 and 2009.

Alexander R. Yacobellis Page 2

*********@********.*** i 813-***-****

Business Analyst i IT (2007i2008)

Collaborated with cross-functional business units to determine functionalities to incorporate into PeopleSoft and communicated enhancement initiatives to IT. Led implementation and development. Liaisoned between IT and business units. Performed testing and documented processes. Constructed software training materials with screenshots for end-users.

Developed dynamic enrollment form; fields auto-populated with employee-specific benefit language; template used for 3 years due to ease of use.

Reduced reporting response time and improved data access; obtained requirements for reporting, authored queries, and designed reports to pull data out of PeopleSoft.

Client Relations Partner (2002i2008)

Cultivated client relationships with assigned accounts. Performed account management. Advised clients on day-to-day operational issues regarding payroll, benefits, billing, custom reporting, and general HR functions. Answered all client calls and inquiriesainternal help desk. Recognized training opportunities, designed manuals and programs, and conducted client training.

Achieved a 98% retention rate for assigned at-risk clientsapotential lost accounts; cultivated deep relationships with clients, focused on managing their day-to-day operations, and providing exceptional customer service.

Honored Employee of the Quarter twice based on client nomination and popularity.

Expedited handling of 50-75 email and phone inquiries daily in a call center environment; interacted with cross-functional departments to resolve issues and analyzed, updated, and maintained the PeopleSoft HRIS database.

Certifications & Professional Training

HR/ADA Compliance Certificate

Certified Payroll Professional

FDA Functional Business Analyst Training Certificate Achievement Award

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