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Management Customer Service

Spring, Texas, 77388, United States
August 29, 2017

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Accomplished, analytical and results-oriented professional with more than 17 years’ experience supporting IT and HR Applications Extensive experience with change, design, build and implementing HR interfaces for global corporation

Additional areas of expertise include:

CBAP Change Management Fiori Success Factors Microsoft Office Skills Data Analysis and Interfaces Sensitive Information Management Human Resource Benefits Process Customer Resource Mgmt (CRM) SAP


lyondell Basell January 2014 - June 2017

Lead IT Business Analyst

Focuses on the IT side of change including changes to business processes, systems and technology while supporting change management strategies and plans that reduce risk.

Conduct business analysis to determine how changing business needs will affect the system or product; clearly articulate the business need and potential solutions with support of insightful analysis and documented evidence.

Works with site leaders to develop and implement communication plans, which actively inform associates on site business plans and performance.

HR Process: Responsible for effective delivery and implementation of HR policies, programs and procedures (e.g. Merit, Performance Development Plans, Bonus, and Recognition Programs).

Translate business requirements into functionality and assess the risks, feasibility, opportunities, and business impacts of various solution options.

Responsible for monthly reports, site liaison and field service partnerships to increase the

awareness of HR and IT activity and capabilities

Advocate for customer to solve non-routine issues, identifying trends and general incident reduction by engaging various IT functions. Identifies training needs and develop Change Management training.

Responsible for monthly reports, site liaison and field service partnerships to increase the

awareness of HR and IT activity and capabilities.

Collaborate with the Customer Business Solutions group to achieve sustained growth. Seek out and refine organizational readiness activities.

Work closely with business users and management to utilize IT systems and tools to drive operational excellence.

Researches, plans, and implements company-wide benefits programs, policies, and procedures.

Responsible for ensuring programs meet employee needs, comply with legal requirements, and are cost effective.

Closely work with business users and management to utilize IT systems and tools to drive operational excellence.

Create clear and concise documentation for various phases of the project implementation life cycle; design and develop dashboards.

Kellogg Brown and Root (KBR) august 2008 – December 2013

Team Lead- HR

Investigate, promote and facilitate business change agreement for new implementation

Prepared weekly reports and audited it regularly to streamline the benefit data in order to remove any errors

Maintained employee personnel files, recruitment files and hourly time records

Assess the readiness for change for impacted business group / community

Identify measures and create and manage measurement systems to track changes via SDLC methodology

Administers compensation, benefits and performance management systems, and HSSE safety programs

Identify staff vacancies and recruit, interview and select applicants

Provide current and prospective employees with information about policies, job duties, working conditions, wages, and opportunities for promotion and employee benefits

Staffing duties, allocating resources, refereeing disputes, terminating employees, and administering disciplinary procedures

Facilitate project planning task between the business, vendor and IT

Develop and coordinate the implementation of process changes and compliance with established standard operating procedures

US Oncology June 2007 - July 2008

Human Resources Information System Analyst

Analyzed benefit related issues and coordinated problem resolution strategies across multi-departmental groups (Benefits, Compensation and Research)

Provides training and support for the employee self-service application

Communicated with third party vendors to ensure information across systems is current

Participated in the design and implementation of issue tracking system

Identify and document functional design specifications

Analyzes & evaluates employee benefits packages; functions as company focal point directs workflow for appropriate department analysts, provided follow-up resolution options with subject-matter analysts

Effectively managed fast-paced, high-volume workload within corporate deadline-intensive environment; consistently exceeded performance objectives by resolving with greater accuracy, speed and volume

Ensured all customer challenges were in compliance with Call Flow Processes and Standard Operating Procedures

AON-Hewitt Associates January 2000 - May 2007

Business Analyst- HR

Maintained the HRIS database and ensure accurate information is available on a timely basis

Analyzed requirements to develop and execute thorough test plans

Performed ongoing system administration activities and provided recommendations for process changes

Assisted in identifying any process improvements impact cost, delivery, and quality.

Created standard operating procedures for off shore associates

Documented process training to all off shore associate on benefit applications

Coached Customer Service Associates on Annual Enrollment improvements and new provisions Responsible for information management processes and office management initiatives; results ensured accurate and confidential handling of customer medical records and personal data

Managed customer interaction and transaction records, detailed inquiries, complaints and feedback evaluations


Master Science Management (MSM/PM) - Project Management – Colorado Technical University

Certifications: Project Management, Change Management

Project Management, Business Change

Bachelor of Science (BSM) - Business Management- University of Phoenix

International Institute of Business Analysis (CBAP 2016)

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