Customer Service Life Insurance

Yvette A. Perez

Address: *** ********** ***** ** ********, GA 30060

Cell: 770-***-****

Email(s): *********@*****.*** and ********@*******.***

PROFESSIONAL OBJECTIVE

Goal-oriented Bi-Lingual Human Resource Professional, with organizational processes experience. Seeking a human resource position to apply excellent multitasking and creative leadership skills to achieve business objects. Excelling at relationship building and knowledgeable of providing friendly, thorough customer service and conflict resolution. Strong interpersonal skills to network with internal and external customers creating successful partnerships.

PROFESSIONAL EXPERIENCE

The Home Depot, Atlanta, GA January 2013- Present

BCPO Background Check Program Office Manager September 2018 - Present

Reviewing decisional backgrounds for the entire company

Making an individualized assessment to evaluate a candidate’s criminal background

Partnering with the field (RHRD, TARM’s and DHRM) for internal associate’s criminal convictions

Ensuring to partner with legal for all suppressed locations throughout the United States paying careful attention to all labor laws and EEO compliance regulations

Partnering with field leaders to ensure candidates backgrounds are assessed and scored in a timely manner to ensure the best candidate experience

Creating and preparing suppression letters for states that prohibit “Ban the Box” regulations

Ensuring all candidates are scored and assessed fairly following the company’s core value system

Associate Advice and Counsel Manager February 2016 - September 2018

Supporting DHRM’s in the field to address associate related concerns in a timely manner

Managing investigations

Interpretation of policies/procedures supporting retail stores, as well as DC’s

Applying policies following all EEO compliance and Labor Law requirements while meeting the needs of the business

Training and development of peers

Conducting Investigations and Interview of Store Managers, District Managers, and Management Leaders in the field (salaried associates)

Bilingual support for associates and partners in the United States and Puerto Rico

Reviewing cases of peers to ensure the policy/procedures are executed appropriately

Case Management

Associate Advice and Counsel Advisor July 2014 - February 2016

Advising field partners on organizational policy interpretation and recommend needed changes

Conducting Investigations and Interviews of field staff (store associates, hourly associates)

Case Management

SOP Interpretations

Serving as a link between management and associates by fostering a positive work

environment while mitigating risks for the company

Training and development of peers

Bilingual support for associates and field partners in the continental United States and

Puerto Rico

Retail Staffing Coordinator June 2013 to July 2014

Conducting phone screens for retail stores in partnership with field managers

Bilingual support for candidates

Assigned specialty projects to help ease overall work flow

Training and development of peers

Associate Relations promoting a positive work environment - S.T.A.R Committee

Retail Staffing Coordinator (Contingent) January 2013 to June 2013

Conducting phone screens for retail stores in partnership with field managers

Bilingual support for candidates

Assigned specialty projects to help ease overall work flow

Training and development of peers

AME Benefits, Marietta, GA March 2008 – December 2012

Call Center Account Manager February 2011 to December 2012

Managing a team of 15 call center representative

Identifiying accounts where revenues may be shrinking and strategies to gain profitability

Actively involved in developing relationships with clients

Supervises product marketing team analyzing client feedback and implementing changes

Coordinate sales team and marketing to retain clients

Meeting clients’ needs, strategizing by reviewing accounts, service needs and usage trending

Forecasting demands and preparing annual sales budgets

Monitoring performance, conducting rate reviews and matching and beating competitors pricing

Managing internal staff relations

Maintaing a safe and secure working environment

Monitor all calls to ensure that due procedures and quality standards are strictly adhered to

Facilitate and organize training session for all agents and participate in recruitment of new call center agents

Conduct regular review of all call center agents’ performance and organize training sessions for under performers

Submit regular reports to management and seek new ideas and strategies to improve performance at the center

Keep up with trends and happenings in the industry and ensuring adherence to industry standards

Call Center Representative March 2008 to December 2011

Facilitated training and provided leadership and information to CSRs

Functioned as a point of contact on escalated client issues to ensure customer satisfaction

Served as the primary point of contact and only representative with exceptional skills in high-end products

Monitored and coordinated invoicing and shipping functions

Coordinated multiple plant production schedules, inventories, and delivery schedules in order to expedite complex client orders

Prepared monthly and weekly reports; tracked and monitored data for trend analysis and review

EDUCATION

Criminal Justice B.A. South University, GA 2017

Customer Service Webinar 4EverActive, GA 2010

Life Insurance Underwriter Certificate Suny Purchase Univ., NY 1997

Customer Service Seminar Metropolitan Life Insurance, NY 1997

Contact this candidate