Customer Service Management
Resume:
Jeanne C. Clarke
********@*****.***
Professional Profile
Experienced Human Resources Professional with broad knowledge of Benefits Administration, Compensation, Training and Recruitment. Self-motivated and focused on providing exceptional service to both internal and external customers. Focused on creating and fostering lasting working relationships with employees, clients, as well as vendors. Possess maturity and professional acumen to work directly with senior and executive level management. Core competencies include:
Broad knowledge of Benefits Administration FMLA letter creation, distribution and time management
Development and policy implementation Managed personnel and payroll system to meet management
Benefit plan design and implementation and employee requirements
Candidate sourcing and selection Advanced organization Affirmation Action Plans
Solid financial and analytical skills Extensive knowledge of Workers Compensation Claims process
New hire orientations and document collection Job description creation and maintenance
Office Skills and Software
Proficient in People Soft, HRIS, Crystal Reports, VISIO
Proficient in Microsoft Word, Excel, PowerPoint, Access, Outlook and SharePoint
Proficient in Deltek Time Collection
Professional Experience
EUCREA Office Clerk (Contract Worker) October 2012 to December 2012
Dept. Of Labor, Licensing & Regulation/Office of Workforce Development
Performed data entry, customer service and clerical duties related to the maintenance, support and reporting on the Emergency Unemployment Compensation Reemployment Eligibility Assessment Program (EUCREA). Other duties include:
Utilizes Word and Excel to create, manage, track and edit reports
Researched and assisted with EUCREA Program Customer Files
Scheduled and rescheduled customers for EUCREA Orientation Workshops
Answered questions from the Unemployment Insurance staff regarding customer participation
Opened, stamped, sorted incoming mail and prepared materials for outgoing mass mailings
Type correspondence, filing, photocopy and faxing
Traveled to and assisted with the Check-in process at the EUCEA Workshops
Provided assistance during the Audit of the EUCREA Files
Troubleshoot and locate the dates of attendance at workshops for customers
Information Specialist (Volunteer)
Prince George’s County Economic Development Corporation May 2012 to December 2012
Warmly greet customers, answer, screen and transfer incoming telephone calls. Direct customers, employers and government officials to specific workshops, recruitment events and office staff meetings. Provide guidance to customers to the appropriate resources available such as fax, phone and computers. Other duties include:
Assist new customers with the Maryland Workforce Exchange (MWE) registration process
Provide customer service and assist customers troubleshoot computer system issues
Provide overview of MWE system’s functionality and available resources
Assist returning customers with password resetting, updating personal profiles and resumes
Maintain orderly flow of customers
Manage informational materials for customer distribution
Benefits Administrator III 1998 to 2009
BAE Systems
Responsible for the administration and budget management for the corporate benefits program. Evaluated healthcare trends and worked with senior management to ensure the benefits program changes met the needs of the organization as well as the needs of the employee population. Other duties include:
Providing consultation and guidance to employees regarding their eligibility for various benefits
Gathered, verified and created detailed reports based on the cost of benefits and benefits usage to management
Processed and maintained benefit implementation documents policies and procedures
Created and updated employee benefit brochures, articles, company newsletters and company-wide e-mail communications
Conducted new hires, transfers, and open enrollment orientations as well as completion of exit interviews for terminating employees
Assisted employees troubleshoot outstanding and denied medical, dental and vision claims
Coordinated and managed health fairs, employee incentive program as well as wellness programs
Processed workers compensation claims, represented the company at hearings and maintained OSHA logs
Managed Metro’s Smartrip Program as well as the College Savings Fund Programs for MD, VA and DC employees
Created, conducted and analyzed benefit surveys used to determine employee satisfaction levels with company sponsored benefits
Benefits Administrator II & II 1985 to 1998
Tracor/Marconi/BAE Systems
Provided detailed explanation of company benefit, policies and procedures. Responsible for researching and analyzing basic benefit cost to determine alternative and /or necessary plan changes to lower cost while providing quality coverage and benefits. While striving to remain competitive as a government contractor. Other duties include:
Processed and maintained employee records and benefit elections
Submitted electronic eligibility reports to insurance companies utilizing People Soft Software
Created and maintained benefits brochures and other benefits related employee communication
Assisted with the open enrollment planning and meetings
Verified accuracy of insurance and other benefit relating billing to avoid unnecessary expenditures
Traveled to satellite offices within the Mid-Atlantic region to conduct benefits information sessions; assess, resolve ad report employee concerns
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