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Human Resources

Location:
Carson, California, United States
Posted:
May 07, 2019

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Resume:

FRANCINE GRAY

310-***-****

ac9bk0@r.postjobfree.com

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



Contact this candidate