Customer Service Human Resources

Anthony Dorsey, MPA

Experienced Human Resource Professional

aca4ms@r.postjobfree.com

Summary

A detail-oriented multi-tasking individual, with exemplary organizational and project management skills.

Committed team player with a proven ability to meet and exceed goals and deadlines. Proficient in dealing with

confidential information and can engage with all levels of management. Possess strong communication,

presentation and interpersonal skills. Creative problem solver with strong leadership skills.

Experience

Human Resource Generalist at DeKalb Community Service Board

May 2012 - Present (1 year 7 months)

•Administer and explain state health and flexible benefits to employees, oversee the open enrollment process

while serving as point of contact between employee(s) and the insurance company

•Administer core human resources functions including recruiting, employee relations, compensation, benefits,

FMLA and workers compensation

• Input new hires into Quantum, CMHC, Powertime, Peoplesoft, and Georgia New Hire Database accurately

and efficiently

•Responsible for the processing of payroll and updating of all personnel actions; including pay changes, leave

status, terminations, position changes, new hires, promotions, demotions, transfers, job codes, salary reports

•Conduct background checks (E-Verify), reference checks, prepare ID badges, and determine FLSA status for

all new employees and make sure all new hire paperwork is in compliance

•Responsible for the maintenance of all HR equipment and ordering of supplies for the department

•Work closely with HR Manager and HR Director on the interpretation and administration of human

resources policies, programs, and procedures

•Responsible for trouble shooting of employees issues(i.e. passwords, time sheet management)

•Responsible for disciplinary actions,separation notices, and Talx entry of all employees leaving the agency

•Maintain the calendar for different training sessions and reservation of rooms; coordinate with the

procurement department for the pickup of old employee files to be moved to the warehouse

•Assist training coordinator with the data entry of all changes, updates, and trainings into the absorb learning

management system

•Teach training class on aggressive management behavior from the Crisis Prevention Institute twice a month

•Administrator and coordinator for the NPI/NPPES, PECOS(Medicare), and Medicaid application process of

all clinicians

•Collaborates with the hiring manager and Talent Acquisition Specialist to screen applicants and resumes to

execute the hiring process for potential candidates

2 recommendations available upon request

HR/ Payroll Coordinator at Air Serv Corporation

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September 2011 - May 2012 (9 months)

•Assisted employees with all payroll related questions and discrepancies, leave balances including FMLA and

workers compensation, and oversaw open enrollment for benefits

•General office support; filing, faxing, data entry, copying, and answering a multi-line phone system

•Responsible for ensuring accurate benefit deductions, direct deposit information, and state and federal tax

forms

•Maintained and updated payroll system in Vision Labor Management by entering new hires, terminations,

scheduling and all personnel changes

•Processed and calculated multi-state payroll for over 2000 employees, transmitted data, sorted and

distributed checks, and analyzed payroll reports

•Completed verifications of employment, address changes and employee scheduling

Operations Manager at Payless Car Rental System, Inc.

January 2010 - December 2010 (1 year)

•Responsible for achievement of location sales and margin goals

•Ensuring a positive customer experience, providing the best customer service striving to make Payless #1 in

car rental company experience

•Received and responded to all inbound calls from customers, vendors, and tow truck companies; coordinated

the delivery of new vehicles and impounded vehicles that was returned to the car rental facility

•Oversaw the recruitment process: interviewing, hiring, on-boarding, training, and performance management

•Responsible for progressive discipline of employees and managed payroll and time sheets of all employees

•Supervised up to 8 employees on a daily basis and was responsible auditing contracts and communicating

customer service issues with employees and management staff

Operations Manager at Dollar Thrifty Automotive Group

October 2007 - October 2009 (2 years 1 month)

•Lead management meetings addressing specific operational issues and developed recommendations and

action plans toward their resolution

•Developed, recommended and implemented various policies and procedures and handled all employee

relation issues

•Reviewed, recommended, and resolved complex customer related issues concerning their car rental

experience or bill

•Maintained professionalism in fast paced customer service environment dealing with 400 to 500 reservations

daily while training on customer service, sales techniques, and overcoming objectives

•Responsible for the on-boarding process, training, payroll, and termination of employees

•Supervised 40-50 employees and was responsible for scheduling of all departments including breaks;

coordinating the vehicle fleet and reservation expectancy to ensure customer’s reservation

•Responsible for sale quotas of employees to help them reach their goals through coaching, training,

succession planning and performance reviews

Human Resources Assistant at Dollar Thrifty Automotive Group

September 2005 - August 2007 (2 years)

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• Supported in recruitment process of selecting new talent, employment drug testing, background screenings,

and new hire paperwork

•Served as point of contact to managers and employees on all human resource related matters

•Maintained and updated personnel files and entered data into the company’s HRIS system, along with filing

and scanning

•Worked side by side with General Manager to handle all administrative duties, schedule interviews, and

generated daily operational reports

•Handled all accounts payable/receivable processes for all purchase orders and invoices

Staffing Coordinator/HR Assistant(Internship) at USA Staffing

January 2005 - September 2005 (9 months)

• Completed payroll and support of recruitment, selection, employment testing, background screenings, job

placement, job postings, employment tracking

• Administrative support for the processing of all personnel actions, consultant engagement process, new hire

information and policy file maintenance

• Coordinated candidate activities, including interview schedules with Director of the agency

• Responsible for documenting, tracking, and maintaining applicant records and status via computer

Document Review Analyst(Loan Processor) at PHH Mortgage

April 2004 - January 2005 (10 months)

• Processed and prepared closing for retail mortgage loans (conventional and government, purchase and

refinance) under various loan programs in accordance with policies & procedures

• Checked alternative documentation for accuracy and potential problems, order title insurance, flood and tax

certificates and surveys, reviewing for problems upon receipt

• Registered loans on the origination system and maintained system accuracy, issue proper disclosures as

required by federal regulatory compliance

• Reviewed all documents thoroughly before submission to underwriting, obtained and reviewed documents

for acceptability against loan conditions, with the loan officer, coordinate with buyers, sellers, title

companies, escrow agents, surveyors and real estate agents to obtain additional documentation

Administrative Assistant Intern at Parks and Crump Attorneys at Law

August 2001 - April 2004 (2 years 9 months)

• Updated client profiles on the legal case management software and organized legal files

• Received and responded to incoming call from prospective clients, paralegals, and attorneys

• Maintained calendar for department heads and ensured appropriate preparation for daily activities

• Prepared mail-outs of client intake forms, contracts, mail merges, and prepared clients for mediations

• Provided day-to-day administrative assistance to paralegals, research staff, and attorneys

Senior Retention Consultant/Team Lead Coach/Customer Service Rep at AOL

October 1996 - October 1999 (3 years 1 month)

• Received inbound calls from members wanting to cancel their services

• Educated members on the features and benefits of their membership

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• Resolved soft technical issue influencing members to cancel

• Conducted team meetings explaining different retention techniques

• Monitored calls for quality assurance and ensured quality and productions was achieved by all consultants

• Managed teams of up to ten consultants

• Maintained service level accordingly

Education

Florida Agricultural and Mechanical University

Masters of Applied Social Science, Public Administration, 2005 - 2006

Grade: Magna cum laude, M.A.S.S., 2006

Florida Agricultural and Mechanical University

B.S. Public Management w/ minor in Business Administration, Business Management, 1999 - 2004

Organizations

SHRM-Atlanta

Active Member

May 2013 to Present

Society for Human Resources Managment

Active Member

September 2012 to Present

Skills & Expertise

Payroll

Process Scheduler

Management

Teamwork

Human Resources

Benefits Administration

Employee Relations

Recruiting

Customer Service

Outlook

PeopleSoft

Microsoft Office

Kronos

Training

Valiant Labor Management

Quantum

CMHC

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Onboarding

Personnel Skills

Supervisory Skills

Employee Benefits

HRIS

Personnel Management

Performance Management

Leadership

Succession Planning

Hiring

FMLA

Coaching

Policy

Temporary Placement

Employee Training

New Hire Orientations

Time Management

Software Documentation

Job Descriptions

Organizational Development

HR Policies

Workforce Planning

Data Entry

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Anthony Dorsey, MPA

Experienced Human Resource Professional

aca4ms@r.postjobfree.com

2 people have recommended Anthony

"I have known and worked closely with Anthony Dorsey for the past year. During this year, Mr. Dorsey is

enthusiastic in hid assigned job responsibilities and a great strength to the DeKalb Community Service Board.

He is willing to go the extra mile to achieve present and future goals of growth. Leadership is one of Mr.

Dorsey strongest qualities. He has displayed an attitude of change, change for a better way of achieving those

goals of the agency. He displays great analytical abilities and problem solving skills. Displaying an attitude of

“we can” get the job done, along with great problem solving and decision-making abilities. In his position as

Human Resource Generalist, he is responsible for managing the day-to-day internal and external operations of

the Human Resource area. Analyzes Payroll data and assist with data logging. Mr. Dorsey demonstrated a

thorough knowledge federal, state and agency policies, procedures and regulations as they apply to Human

Resource (HR) and Payroll guidelines. He demonstrated excellent skills in scheduling meetings and telephone

interviews with other agencies. He also ensures that those interviews are scheduled at appropriate times and

most convenient place. He represented the agency as the official spokesperson, answering questions

concerning HR and payroll general questions."

L. Michael McKibbens, Director, Financial Services, DeKalb Community Service Board, worked with

Anthony at DeKalb Community Service Board

"I cannot say enough about Anthony's professionalism and his character. From the day he interviewed, his

integrity, his honesty and his intellect shone through. He jumped right in and joined our team with a keen

desire to help out wherever he could. He received a promotion in less than 6 months. He volunteered to come

in on Saturdays to facilitate training, he helped out with Staff Advisory Committee activities, he obtained

certification to teach Crisis Prevention techniques to serve as back-up when needed, and he can often be

found assisting the director of Financial Services. I would recommend Anthony for any position in HR or

management WITHOUT reservation. He is more than competent, has proved his supervisory skills, he is a

team player, and most of all he cares about people. He brings a practical skill level and a high degree of

competence and a sense of fairness that will serve him and his organization in any role he seeks to fill."

Connie Spruill, Director of Human Resources, DeKalb Community Service Board, managed Anthony at

DeKalb Community Service Board

Contact Anthony on LinkedIn

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