Human Resources
Resume:
FRANCINE GRAY
********@*****.***
Long Beach, CA
PROFESSIONAL SUMMARY
I have vast experience in human resources with over 11 years of management experience including experience in employee recruitment and retention, staff development, performance management, mediation, and conflict resolution. I am seeking a HR position with a successful company who embraces diversity, is team oriented and results driven.
ACCOMPLISHMENTS
Developed strategies for hiring qualified candidates.
Administered and executed performance management programs to drive customer satisfaction results.
Developed analysis for capacity planning, budgeting, and bench-marked performance reports
Developed and provided technical and product training.
Lead projects to evaluate the effectiveness of processes that impact customer service, employee engagement, and goal achievement.
Conducted need assessments to determine training needs
Planned events to promote employee engagement
Managed a team of 5 managers and 25 non exempt employees located in multiple locations
SKILLS
Mediation & Advocacy
Staff Recruitment & Retention
Employee Relations
Benefits Administration
Project Management
Orientation & Onboarding
Training & Development
Performance Management
Organizational Development
PROFESSIONAL EXPERIENCE
AFLAC 09/2017-current
Ontario,CA
Benefits Specialist
Conducted needs assessment to determine the appropriate benefits for customers and their families
Assisted customers with ongoing questions regarding their benefits
Conducted benefit training for businesses under 10 employees
Transamerica Retirement Solutions 01/2005-04/2016
Los Angeles, CA
Manager/Customer Service
Increased Customer Satisfaction consistently by 2-3% each year achieving Best in Class Service (85% of clients rating 6 or 7 on a 7-point scale)
Pioneered a web based knowledge resource center and remodeled training to effectively manage information and continued education for customer service representatives
Executed Live Chat as an additional venue for service for clients
Increased efficiency year after year with limited staffing resources by implementing and improving internal and external communication, effective recruitment and hiring, quality control, escalation management, performance management and training.
Instituted a cost effective Kudos employee recognition program that effectively increased employee morale and increase employee engagement
Analyzed and projects trends in call volume, call length and reason codes to determine coverage and capacity levels
Fidelity Investments 01/1999-12/2004
Westlake, TX
Compliance Manager
Ensured consistency in quality planning, quality control, quality assurance and quality improvement
Conducted performance and process management for teams
EDUCATION/LICENCES
University Of Phoenix 01/2012-12/2014
Masters of Ed.: Adult Learning
UCLA 7/1987-12/1992
Bachelors of Science: Applied Mathematics
Series 7(CRD#6702041):General Securities 12/14/2016
SIE Security Industry Essentials 09/15/2017
Series 66 State Securities 01/20/2017
Accident/Life and Health(0L35731) Exp 11/30/2020
COMMUNITY SERVICE TRAININGS
Financial Literacy courses
Math Tutor
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