Human Resources Representative

CHARYSE R. EVELYN

**** ********* ***. **********, **. 22304 *******.********@*****.*** Cell: 405-***-****

PROFESSIONAL SUMMARY

Human Resources Representative with management experience and exceptional problem solving and time management skills. Versed in Microsoft Office Suite and SharePoint. Desires a challenging role to fully utilize my experience and knowledge of federal regulatory practices to contribute to leadership and team goals.

U.S. Citizen

Obtained Public Trust

SKILLS

Active listening skills

Meticulous attention to detail

Courteous demeanor

Energetic work attitude

Inquiry resolution specialist

Critical Thinker

Report development

Microsoft Office Suite

Type 45 WPM, 10-Key

Adaptive team player

WORK HISTORY

Human Resources Representative – 05/2014 to Present

USPTO / Prairie Quest, Inc. (CONTRACTOR), Alexandria, VA.

First point of contact for external/internal customers by providing assistance with general Human Resources inquiries and tasks through in-office interaction, e-mail, or phone call inquiry.

Gather statistical data, create reports, and schedule monthly meetings with PM and USPTO management to provide reporting.

Review existing workload inventories and report to management with suggestions for best practices.

Advise management to guarantee all contract requirements and obligations are in accordance with office SOP’s.

Administer training to ensure that proposed processes and systems are in compliance with USPTO policies and organization policies.

Conduct employment verification including extensive wage and salary breakdown.

Perform analysis of personnel actions and payroll and benefits processing using internal systems such as National Finance Center “NFC”, NFC Reporting Center, and PALM.

Review job descriptions to assist with customer job posting inquiries such as job requirements, qualifications, and navigation of websites such as USAJOBS, Monster, Indeed, and other recruiting services.

Perform quality control for incoming career detail applications, benefits election forms, personnel documents, and payroll forms that are received in-office, by mail or by fax.

Provide navigational assistance to promote the use of employee self-service options to internal and external USPTO employees such as Employee Personnel Page “MyEPP”, HR Connect, Electronic Official Personnel Folder “eOPF”, and USPTO Intranet.

Send and receive mailings and package deliveries, maintain incoming mail logs, deliver mail to office members.

Customer Service Representative – 08/2011 to 04/2013

VHA, INC., Oklahoma City, OK.

Maintained up-to-date knowledge of Oklahoma Medicaid policies.

Demonstrated mastery of customer service call script within specified timeframes.

Developed highly empathetic client relationships and earned reputation for exceeding daily call quota goals.

Cross-trained and provided back-up for other customer service representatives when needed.

Employee of the Quarter (2012)

Properly directed inbound calls in phone queues to improve call flow.

Customer Service / Sales Representative – 09/2010 to 09/2011

Premier Locations / US Cellular, Midwest City, OK.

Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.

Worked as a team member performing cashier duties, product assistance and cleaning.

Generated sales and inventory reports in Excel with data from a variety of sources, maintaining a 100% accuracy rate.

Resolved product issues and shared benefits of new technology.

Prevented store losses using awareness, attention to detail and integrity.

EXPERIENCE & ACCOMPLISHMENTS

Customer Service

Researched, calmed and rapidly resolved client conflicts on a consistent basis to maintain positive customer experience.

Quickly analyzed the nature of inquiries to determine if it must be referred to a different department or escalated to a specialist.

Documentation

Created and edited documents to keep staff informed on policies and procedures.

Prepared clear, concise reports to include graphs, charts, and statistics to describe data collection techniques, processes used, and recommendations.

Management

Worked with upper management in the development of current procedures, work instructions and training manuals and recommended processes.

Collaborated with Information Technology (IT) Department on webmaster duties for development of company department webpage.

Successfully assessed organizational training needs and developed plans to improve new employee on boarding process.

Gather statistical data by utilizing an automated system (Enterprise Call Center “ECC”) and Excel spreadsheets and provide reports to management during staff meetings.

Professional Recognition

Named "Employee of the Quarter" (2017; 2015; 2012)

On The Spot Award for demonstrating outstanding examples of teamwork and flexibility. (2016)

Received continuous praise and recognition from upper management for consistent effective customer service.

EDUCATION

Langston University, Langston, OK. 2002-2004

Coursework in Business Administration and Organizational Development

Star Spencer, Spencer, OK. 1998 to 2002

High School Diploma

Contact this candidate