Customer Service Employee Relations

KAREN PIERCE

*** ********* *****, ******** ******, IL 60096

Email: *****-*******@*******.***

Cell Phone 224-***-****

PROFESSIONAL SUMMARY

Human Resources Specialist, with expertise in sourcing, testing, and processing of new hire documentation. Excellent customer service and employee relations skills. Enjoy delivering new hire orientation and technical training. Supervisory strengths; enjoy coaching and mentoring to increase individual performance and recognize positive results. Energetic self-starter and team player; excited by opportunities for professional growth and increased responsibility.

PROFESSIONAL EXPERIENCE

ALIGHT SOLUTIONS Lincolnshire, IL 5/2018 – 4/2019

Customer Care Representative

Handling a high volume of inbound calls from our clients’ employees as well as conduct outbound calls for follow up as required.

Greeting the employee, answering concerns and questions, educating them and solving complex issues relating to their health care benefits, life benefits, leave of absence, payroll and/or human resource related services.

Processing transactions such as, but not limited to health care enrollments, tax updates, and direct deposit updates.

Utilizing interpersonal skills to provide professional, knowledgeable, and courteous customer service.

Creating and updating employee files in the database as authorized.

Staying current on client's programs and provisions through on-going training and self-study.

DERINGER-NEY INC. Vernon Hills, IL 2/2013 – 1/2018

Human Resources Assistant

Administer and maintain time and attendance system.

Process weekly time and attendance for payroll.

Create and maintain all employee records and documentation.

Process employment verifications.

Create, prepare and maintain automated reports.

Participate in new hire reporting program in multiple states.

Provide administrative support by assisting in creating presentations, proofreading, copying and mailings.

Undertake and complete special projects as requested by the management team.

Participate in open enrollment process.

AMERICAN GIRL Wilmot, WI 2012 & 2013

Seasonal Phone Order Processor

Process phone orders offering premiere service to American Girl and Fisher Price customers.

Make sales suggestions to customers to further complement their purchase.

Perform computer system searches to locate items requested by the customer.

Work with American Girl supervisors to enhance customer satisfaction.

HEWITT ASSOCIATES Lincolnshire, IL/Virtual 10/2005 – 5/2010

Recruiting Operations Specialist, HR Outsourcing

Created and initiated a tracking file in Taleo system; this new tracking file achieved 100% completion of background checks.

Process background checks through HireRight, and ensure that background and pre-employment checks are documented.

Coordinate candidate correspondence and follow-up; track candidate information and maintain up-to-date candidate status information.

Process imaging of relevant documents to personnel records.

Schedule applicant interviews and pre-screens for the recruiter. Ensure confidentiality with all sensitive matters.

Work with the hiring manager to process and hire new Hewitt temporaries.

Create hire letters and coordinate hire packets for new employees.

Create and post requisitions for new positions.

Assist in organizing job fairs and open house recruiting events.

BRIDGE PERSONNEL Gurnee, IL 5/2005 – 10/2005

Recruiting Processor at Hewitt Associates

Processed background checks; worked with confidential files, audit files, and projects as needed.

KELLY SERVICES, INC. Waukegan, IL 1994 - 2003

On-site Coordinator for Allegiance/Baxter Healthcare

Supervised temporary staff of up to 25; conducted performance and quality checks.

Coached individuals for performance improvement and assumed responsibility for decisions to remove poor performers from the job.

Consulted with Baxter customers to fill temporary and temp-to-hire positions.

Sourced and recruited candidates for long term and temp-to-perm positions.

Coordinated testing, training and submitting of resumes for administrative positions.

Conducted quality control processes, coached and terminated employment.

Facilitated new employee orientation and ensured completion of new hire training using Baxter systems and software.

Developed incentive and recognition programs for temps to increase retention and productivity.

Conducted drug testing and criminal background checks.

Processed unemployment and worker's compensation.

Posted positions to the Internet and attended job fairs for sourcing and recruiting new applicants.

Placed classified advertising; created and posted recruiting flyers in the community, and increased the pool of qualified applicants by 30-35%.

Worked with community organizations to source and recruit new applicants; attended job fairs.

KELLY BRANCH OFFICE Bedford, NH 1992 - 1994

Account Coordinator/Supervisor

Maintained customer accounts by insuring satisfaction with quality employees and dedicated service.

Evaluated, interviewed, assigned, counseled, trained and terminated temporary employees.

Processed unemployment and worker’s compensation claims.

SOFTWARE SKILLS

MS Office 2000 (Word, Excel, PowerPoint), Outlook, Lotus Notes (database/email), PeopleSoft (searches), Taleo (Recruiting software), E-recruit (Recruiting software), ABRA, Paychex (payroll functions).

EDUCATION

Secretarial Science Program, Milwaukee Technical College, Milwaukee, WI

Secretarial Science Program, Delta College, Bay City, MI

AWARDS

Service Person of the Year award for Kelly Services Chicago metro region 1999

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