KIMBERLY S HENDERSON

**** ****** ******* **** *******, TX 77067

832-***-****

accy07@r.postjobfree.com

Administrative Customer Service Professional

Profile: • More than 7 years’ successful experience in customer service and

support with recognized strengths in account maintenance, problem-

solving and trouble-shooting, sales staff support, and

planning/implementing proactive procedures and systems to avoid

problems in the first place.

• Possess solid computer skills.

• Ability to train, motivates, and supervises customer service employees.

• A team player, acknowledged as “Total Quality Customer Service

Professional.”

• Develop plan, conduct audits and variance analyses, process payroll

and payroll tax reports and filings, and maintain/update accurate

inventories.

Areas of Expertise:

Medicaid and

HR Benefit Specialist Oracle

Medicare

401K Analyst Quality Assurance Analyst

Lotus Notes

Pension Administrator Microsoft Word and Excel

Switchboard operator

CRM Software JD Edwards & People Soft

COBRA, ERISA,

Experience

Avangard Innovative June 2013- February 2014

Administrative Assistant to Sales team and VP of trading

• Enter sales orders upon request for commodities, equipment (balers and densifiers) and

parts using CRM and JDE

• Track all equipment service needs

• Correspond with all sales with updates on parts and advise of cost

• Invoice all customers on services rendered

• Contact all vendors for paperwork for closing out orders

• Train Customer Service team on call center skills and phone etiquette

• Quality assurance coach

• Administrative duties, for example documentation, scheduling meetings and travel,

organizing and maintaining files, receiving and transferring telephone calls

• Documenting and reviewing expenses, financial records

Performance Food Group May 2012- March 2013

Customer Service Representative

• Call Center Rep

• Input orders for customers for next day delivery

• Invoice orders for customers

• Relieve receptionist for breaks

• Handle customer disputes cross reference and handle credits for the delivery

• Expedite next day shipping for missing products

Co-Worx Staffing (Mercer) Oct 2011-Jan 2012

Participants Service Representative

Responsible for the administration of all health and welfare benefits including medical,

•

dental, pharmaceutical, disability, life insurance, flexible spending accounts, 401(k)

and commuter transportation plans

• Assisted the customers and employees on details of the benefit programs.

• Maintained records of all data on the HRIS in a timely manner.

• Verified the billings and other contracts to check for discrepancies.

• Open service request for customer issues that cannot be solved on first call

• Assist with process for COB between carriers

• Maintain record for all calls

• Preparing & distributing Open Enrollment communications & materials.

• Conducting Open Enrollment meetings with employees

Core-staff Staffing Services (University of Houston Main Campus) Feb 2009-April 2010

Executive Assistant to the Dean of Science and Mathematics

Administrative Assistant and Receptionist

• Preformed clerical duties such as scheduling appointment, typing, filing and

photocopying

• Answer high volume calls on switchboard

• Greet all clients and guest

• Assist students with proper forms and prepare for advising

• Self-directed, able to work independently.

• Good organizing & planning skills.

• Good multi-tasking skills.

• Ability to support a large group of professionals.

• Good written & verbal communication skills.

• Good judgment & interpersonal skills.

• Able to manage confidential materials and information.

• Provided direct administrative support to NSM College at UH

• Verified and processed office expenses in Peoplesoft.

Hewitt Associates Woodland, TX May 2007-Jan 2009

Customer Service Representative/Quality Assurance Coach

Quality assurance monitor-listen to calls to check for accuracy and professionalism

•

Respond to customer question via chat and email

•

Maintained client confidentiality

•

Liaise with operational department managers to resolve employee questions around

•

benefit packages.

Coordinated and deliver benefit training sessions to current employees.

•

Managed & communicated benefit information to current and former employees

•

through one-on-one meetings and coordinated group training sessions.

Managed worker compensation claims and reporting.

•

Generate and deliver monthly benefit enrollment, employee contribution, 401k audit,

•

and termination reports.

Partnered with vendors to resolve claim, billing, and enrollment issues.

•

Enlist former employees in COBRA and help them to resolve related issues.

•

Taco Cabana Woodlands, TX Nov 2007-Oct 2011

Shift Manager

• Process high volume of orders for customers as requested.

• Maintain adjustments to schedules according to labor and daily sales

• Retrieve daily reports for processing of data

• Provide inventory analysis for ordering product

• Maintain weekly schedule and provide staffing for daily shifts

• Interact with customer dispute, management and employees on staff to ensure

accuracy of orders

• Communicated company policies and provided recommendations on improving

internal processes

• Coached and trained offsite and field employees on HR processes

• Ensured proper completion and compliance of I-9 documents and other compliance

documentation

• Managed various employee benefit programs including; employee referral program,

tuition reimbursement, and company discount stickers

Education

Texas Southern University

June 1992-May 1994

August 2009-May 2011

Lone Star College

January 2014- present

Paralegal Studies

References Available Upon Request

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