Customer Service Representative

Kristi Seabourne

Spring, Texas ***** ac6wey@r.postjobfree.com Cell: 281-***-****

Objective: Professional with experience in work force administration and payroll processes seeking full time position

Career Summary

Energetic professional with over 12 years of experience in fast paced office environment providing human resource, work force administration, and payroll solutions to global clients. Proven ability to use problem solving skills to identify patterns and perform root cause analysis. Experience in preparing and delivering training and updating standard operating procedures to ensure consistency in all processes. Multi-tasker with excellent verbal and written communication skills.

Computer Skills

SAP, AQT, Microsoft Word, Microsoft Excel, Aspen LMS, Siebel MCS, Siebel ERM, Lotus Notes, PeopleSoft, Kronos, BOUI and WLM Reporting.

Professional Work Experience

AON HEWITT, The Woodlands, Texas 2005 to 2017

Data Integration Delivery Analyst (2016 – 2017)

Work with third-party providers (both AON Hewitt partners and client partners) to ensure seamless process delivery.

Identify and resolve escalations to complex issues with strong emphasis on identifying associated patterns or trends and performing root cause analysis.

Check BOUI (internal AON system) to ensure all errors are worked. Load BOUI to provide refunds to client once reconciliation

Work Force Administrator – Payroll Domain (2013 – 2016)

Responsible for work force administration / payroll operations supporting a global client.

Siebel queue manager, managed three of the payroll Siebel queues by working service requests or reassigning them to correct domain. Managed the daily Service Request report. Sent notices to the domains reminding them of overdue service requests and communicated with managers when repeated issues occurred.

Monitored and updated standard operating procedures on a continual basis to ensure compliance and improved process efficiencies to coincide with senior leadership vision plan.

Responsible for monitoring and identifying escalations / trends and providing root cause analysis. Provided feedback / coaching opportunities in responding to employee inquiries with goals on reducing escalations overall. Worked with other business units to develop action plans to resolve issues when necessary.

Trained Mumbai on Work Force Administrator / Payroll processes. Lead training sessions with screen shares to ensure process were completed correctly. Conducted QA and provided feedback as necessary.

Provided daily reporting via Cognos or the ReTICL tool for either client or internal business requirements. Ran daily queries/reporting from PeopleSoft. Performed updates, including job and compensation changes when necessary.

Managed BOUI, including checking for items that went to error status, troubleshooting the errors and updating PeopleSoft manually if necessary.

Conduct onboarding research for items that did not follow normal process and went to error status. Problem solve using BOUI, PeopleSoft and the Service Request. Worked closely with IT to develop alternative interim solutions until the root issue could be resolved.

Complied with Service Request SLA’s to ensure the two day turnaround time was achieved.

Committee participant for the Woodlands Leadership Engagement Committee. Group focused on finding ways to promote work engagement. Hosted the monthly events and all other large events. Worked hand in hand with leadership of Aon Hewitt to make work environment better each day.

Customer Service Representative (2009 – 2013)

Handle incoming calls from our clients’ employees, answering questions and resolving issues relating to healthcare benefits, 401k savings, life benefits, retirement plans, leave of absence, payroll, W4 tax elections and other human resource related services.

Supervised and processed the returned mail for client, including FMLA, pay slips and notice of unclaimed forms. Processed all W2 reprints requested by the client, including creating and maintaining a spreadsheet on a weekly basis to send to ADP for processing.

Worked heavily in Seibel to assign daily service requests and activities to the appropriate domain. Follow up to ensure requests were successfully completed and communicated to the employee.

Contributed on various administrative projects, including benefit calculations, data management, transaction workflow call backs and process improvements.

Learning Administration and Sourcing Specialist (2005 – 2009)

Worked to determine best solutions for processes and escalations from the client as well as on/offshore team members.

Researched supplier options and consult with suppliers to reach agreements and establish guidelines for a working relationship. Foster and sustain positive working relationship.

Ensured compliance with contractual obligations and vendor performance for training suppliers.

Prepared sourcing rebill for client and Hewitt Finance ensuring all closed out learning events have been charged to client accurately. Acted as a direct point of contact for the client for any questions with the sourcing rebill.

Delivered training to other associates on onsite / offsite invoice processing, RSLs and contractual obligations with suppliers and clients.

Reconciled and received supplier invoices against Hewitt purchase orders.

Sweetwater Christian School, Houston, Texas 2001 – 2005

Kindergarten Teacher/Lead Teacher

Lead teacher for elementary

Supervised preschool program

Daily lesson planning

Coordinated special school programs

Trained student teachers

First Bank of Texas & Woodforest National Bank 1998 - 2001

Personal Banker

Switchboard/Operations

Customer Service

Research Department

Open and Close Accounts

Loans

Vault Supervisor

Organized special events

Education

Sweetwater Christian School, graduated 1992

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