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Customer Service Employee Relations

Livonia, MI
June 27, 2019

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Tracie Parham

Phone: 817-***-**** Email:


Human Resource professional with (7+) years of progressive experience managing employee benefits & compliance, employee hiring & onboarding, leave administration, and HR records. Dependable and organized team player with the ability to communicate effectively and efficiently. An experienced professional in business process, Human Resources, analysis, reporting, system support, project coordination. Provides the highest level of customer service to meet strategic goals while simultaneously building relationships with all levels of personnel. A result oriented, self-starter and effective problem solver with demonstrated verbal and written communication skills. A dedicated team player that works well under pressure with minimal supervision and the ability to learn new tasks quickly. Skilled at building relationships with employees across all levels of an organization. Proficient with HRIS, applicant tracking and benefits management.


Success Factor

*Applicant Tracking*


Database Software

*Oracle, Access*

Ticketing Systems

*Neo Case, *Vivantio*

Vendor Management

*Met Life* *TRS* *ERS*


People Soft




FMLA Tracking System


Customer Service


People Admin


On Boarding

New Hire Orientation

Annual Open Enrollment


Special events/Projects

Policies and Procedures

File Feeds/Error Reports


Lehigh Hanson · Human Resource Coordinator/Analyst 2016 – 2018

Organized & implemented successful open enrollments for more than 2,100 Canadian employees using SharePoint/JDE.

Served as a liaison between employees, and insurance providers; resolved benefit related issues and ensured effective utilization of plans and positive employee relations.

Reconciled billing invoices relating to benefit programs such as EAP, basic AD&D, and Basic Life & MSPBC invoices by utilizing excel for checks and balance purposes.

Managed various leave request for over 2,100 employees by utilizing JDE and Neo Case.

Performed a wide variety of payroll process activities, including signing off on bi-weekly, weekly, semi, & Quebec payrolls in the Ceridian system to ensure timely pay.

Manage weekly, monthly and other periodic programming reports

Managed employee benefits enrollment, revision and termination in JDE & Sun Life. Ensured all benefit information on HRIS database was current and accurate by cross reference checks using excel.

Heavily involved with testing JDE & Sun Life systems for the new benefit plan year annually to ensure employees were able to make benefit elections during open enrollment.

Involved in Benefit Fairs on an annual basis to ensure employees were aware of revisions in the benefit plans for the year.

BNSF Railway · Human Resource Coordinator 2014 –2016

Managed FMLA cases companywide by utilizing FTS (FMLA Tracking System). Reviewed cases to decide approval or denial according to Federal guidelines and monitored cases for the duration of the FMLA leave.

Managed short disability programs by utilizing the Met Life Vendor system. Initiated and tracked claims and was the point of contact with the insurance carrier. Coordinated extended absences and return-to-duty issues with employees and work sites. Created internal tracking system for disability claims.

Interacted directly with employees, vendors and physicians to ensure all necessary documentation required to approve and extend short term disability cases were received in a timely manner.

Met with the case managers at Met Life on a weekly basis to ensure all any pending items were addressed and resolved.

Managed and processed the adoption benefit program for eligible employees.

Tarrant County Community College · Human Resource Benefits and Compensation specialist 2013-2014

Processed all benefit enrollments, qualifying life events, employee changes submitted by employees that were employed at both the NE/SE campuses in the ERS system.

Planned, organized activities and events, including special holiday programs

Processed Evidence of Insurability (EOI) forms in accordance with the college’s policies and procedures.

Worked closely with benefits providers to resolve eligibility errors in ERS/TRS systems.

Managed & coordinated the return to work for employees that were out on STD or FMLA within the Colleague system

Entered and maintained employee data for both NE and SE campuses in all HRIS platforms

Handled all inquiries from active and retired employees regarding plan eligibility/enrollment.

Managed on boarding process for all NE/SE employees including recruitment, background and reference checks, and other preconditions of employment.

Conducted weekly new hire orientation for adjunct faculty.

Filed and monitored payment processing on Death and Accidental Death and Dismemberment claims.

Processed and approved monthly stipends in Colleague to ensure teaching staff and administrators were paid timely/accurately.

Bell Helicopter HR Specialist/Analyst 2010-2012

Assisted and lead training sessions for all departmental point of contacts companywide to ensure users of the new WebTop system were fully trained to ensure productivity of the policies and procedures approval process.

Provide support in functional areas of a human resources department, which may include employee compensation management, benefits administration and training.

Managed & reviewed the approval matrix for proper signatures for new and revised HR Policies and company Procedures documents.

Serving as the point of contact for employee assistance and addressing employee concerns about human resources policies or procedures including benefits, payroll, new hires, and drug testing, as well as referring issues to specialists

Managed the change control process between Policies and Procedures and BSM (Business System Modernization)

Back-up to the Data Forms Specialist to ensure team coverage by timely processing new form request, publishing revised documents, and submitting new forms.

Performed audits to ensure compliance with Enterprise Management system, and documented HR Policies company procedures to achieve world class excellence.

Analyzed and made recommendations relating to business process improvements.

Heavily involved with the implementation of the Web Top/Documentum system that allowed users to manage, revise and create policies and procedures electronically.


Keller Graduate School of Management - Master of Human Resource Management

Davenport University- Bachelor Business Management

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