Customer Service Human Resources
Resume:
Helen C. Lytch
**** ******** ***** (Home) 919-***-**** (Mobile)
Raleigh, North Carolina 27610 919-***-****
*******@**.**.***
Human Resource Professional experienced in benefits and salary
administration, EEO, HIPAA Privacy Rule, COBRA, FMLA, LOA and ERISA. A
professional that is highly trustworthy, ethical, discreet, and committed
to superior customer service. Confident and poised in interactions at all
levels. Detail oriented and resourceful in completing projects, and is able
to multitask effectively.
SKILLS SUMMARY
* Excellent oral and written communication skills *
Excellent analytical and evaluating skills
* Well developed follow through and administrative practices *
Build and Maintain Successful Working Relationships (all levels)
* Exceptional leadership and management skills * Training and
Supervisor skills
* Outstanding problem-solving capabilities * Strong
Skills in Microsoft Applications
* Excellent customer service and organizational skills *
Six Sigma
EDUCATION
Capella University, Minneapolis, Minnesota (December 2014)
Ph.D Human Resource Management
Pfeiffer University, Misenheimer, North Carolina
Master of Business Administration/Human Resource Management
South Carolina State University, Orangeburg, South Carolina
Bachelor of Science, Business Management: Concentration in
Human Resource
PROFESSIONAL EXPERIENCE
Saint Augustine's University - Raleigh, North Carolina August 2013
to Present
Director of Human Resource
Responsible for the development of Human Resources policies and programs
for all staff and faculty employment in all areas of organizational
planning, development, employment, indoctrination and training, employee
relation compensation and benefits; assist and advise senior
administrators on Human Relation issues; conduct continuing studies of all
Human Resources policies, programs and practices to keep the University
abreast with current practices and informed of new developments; review
and recommend appropriate studies and/or consultants to establish/maintain
wage and salary structure, pay policies, performance appraisal programs,
employee benefit programs and services; coordinate and/or conduct in house
management training programs that address company needs across division
lines (e.g. performance appraisal, hiring and firing, labor law related
issues); protect interests of employees and the University in accordance
with the institution's Human Resources policies and government laws and
regulations; review and submit recommendations for terminations; review
employee appeals through compliant procedure. Act as first point of
contact with labor counsel and outside government agencies; serves as plan
administrator for the 403 B Plan/John Hancock; develop and recommend
budgets, authorize and approve expenditures in accordance with budget,
develop short and long-range operating objectives, organizational
structure and staffing requirements; keep VP of Human Resources informed
of significant problems that jeopardize the achievement of objectives and
those which are not being addressed adequately at the line management
level
Key Achievements:
o Established and maintain standard recruiting and placement practices
and procedures for the University
o Instrumental in implementation of new policy and procedures in
University's Employee Handbook.
o Developed User Procedure Documents Manuals/New hire training
materials/New hire orientation.
o Maintain confidentiality working with Protected Health Information in
compliance with HIPPA.
o Develop short and long-range operating objectives.
o Maintains professionalism in cases where life insurance claims are
involved, speak directly with surviving spouses and children
o Escalate exceptions and complex requests to ensure accurate, timely
and consistent resolutions.
o Continuous compliance with all local and federal laws throughout the
University
Saint Augustine's University - Raleigh, North Carolina August 2013
to Present
Adjunct Professor School of Business (Human Resource Management)
Develop and manage syllabus materials for human resource management class;
coordinate courseware and curriculum with academic department chair;
facilitate class instruction; evaluate student performance; adhere to
protocol guidelines; student evaluations and grade determinations.
Xerox HR Solutions, LLC - Cary, North Carolina August 2011 to August
2013
Human Resource Participant Analyst (Benefits Administration, Claims and
Appeals, Defined Benefits)
Responsible for thorough knowledge of employee (active/retiree) health and
welfare, pension plans, COBRA, FMLA, laws, and regulations ensuring that
employees are properly enrolled in various benefits including 401(k)
pension plans, serve as liaison for employees between clients/vendors
regarding benefits questions via phone, written communication and/or in-
person visits; respond to employees questions and concerns regarding all
health and welfare benefit plans; time reporting, flexible spending
accounts, short and long term disability, benefit enrollments for retirees
and new employees, death benefit processing, developed and coordinated
new hire training schedule.
Act as first point of contact for participants and the client to assist
with claims and appeals as well as other escalations such as life
insurance and Evidence of Insurability (EOI) inquiries and updates,
work directly with national insurance carrier account managers
and executives using employer group policies Summary Plan Descriptions
(SPD's) and the insurance carriers policies
Exclusions and Appeals. Liaise and maintain consistently open lines of
communication with cross-functional departments and
internal business partners to ensure high service levels are met, provide
customer service, responding to payroll and client inquiries
through phone and e-mail. Responsible for submitting Level I and Level II
appeals to various insurance carriers on behalf of the
participants/clients.
Key Achievements:
o Maintain active and retiree benefits programs
o Instrumental in implementation of new clients into Xerox Human
Resource Solutions, LLC.
o Developed User Procedure Documents Manuals/New hire training
materials/New hire orientation.
o Maintain confidentiality working with Protected Health Information in
compliance with HIPPA.
o Facilitate resolution of grievances and claims appeals between
participants/vendors, medical providers and health insurance carriers
o Maintains professionalism in cases where life insurance claims are
involved, speak directly with surviving spouses and children
o Escalate exceptions and complex requests to ensure accurate, timely
and consistent case resolution.
o Utilize case management system activities and case queues to ensure
timely replies and processing of case
Fidelity Investments- Research Triangle Park, North Carolina
November 2004 to May 2011
Human Resource Operations Specialist (Benefits Administration, Payroll,
Defined Benefits)
Responsible for thorough knowledge of employee health and welfare, pension
plans, COBRA, FMLA, laws, and regulations ensuring that employees are
properly enrolled in various benefits including 401(k) pension plans,
serve as liaison for employees between clients/vendors regarding benefits
questions via phone, written communication and/or in-person visits;
respond to employees questions and concerns regarding all health and
welfare benefit plans; time reporting, flexible spending accounts, short
and long term disability, benefit enrollments for retirees and new
employees, death benefit processing, developed and coordinated new hire
training schedule.
Participate in departmental Quality Control reviews, following closely and
updating QC checklists; Document and track status of employee-issue
resolutions and maintain filing system of confidential employee records,
Oracle, E-workplace and Human Resources Management databases.
Conduct research and analysis to ensure accuracy of all HR and payroll
data for domestic and international employees. Act as first point of
contact for overpayment HR/payroll issues. Examine employee paychecks for
accuracy, proper payment date and over-/under-payments. Quickly and
accurately process payroll, human resources, benefits and compensation
transactions using HRMS (Human Resources Management System). Liaise and
maintain consistently open lines of communication with cross-functional
departments and internal business partners to ensure high service levels
are met. Provide customer service, responding to payroll and client
inquiries through phone and e-mail.
Key Achievements:
o Instrumental in implementation of new clients into Fidelity
Investments Human Resource Systems.
o Developed User Procedure Documents Manuals/New hire training
materials/New hire orientation.
o Pursued and successfully completed Six Sigma Yellow Belt
certification.
o Successful training of new associates
o Subject Matter Expert (SME) health and welfare often taking on the
roll of Team Lead
o Escalated exceptions and complex requests to ensure accurate, timely
and consistent case resolution.
o Utilized case management system activities and case queues to ensure
timely replies and processing of case
Intermark Management Company -Durham, North Carolina April 2001 to
June 2004
Human Resource Administrator
Responsible for management reviews/audits for all employees, maintained a
budget, supervised staff of sixteen, new hire orientation, employee
training and development, benefit/compensation administration, time-
keeping/reporting, created job descriptions, developed, maintained and
administered procedural documentation for company's HR policies and
procedures, 401-K plans, workers compensation, evaluated employee's job
performances, track employee grievances, recruitment for vacant positions,
public communicating, interviewing, strong confidential matters,
background checks(criminal & credit), responsible for ensuring that
appropriate procedures are followed for both involuntary and voluntary
terminations; ensured proper legal administration and compliance for all
leaves of absence; experience in summarizing and analyzing EEO, HIPAA
Privacy Rule, and COBRA, FMLA, A/P, A/R, conduct audits ensuring ERISA
compliance, labor relations, payroll, and traveling.
Key Achievements:
o Developed User Procedure Documents Manuals/New hire training materials
o Designed new benefit plans for employees ensuring compliance with the
company's policies.
o Created job descriptions and a recruitment process.
o Developed and managed process for performance appraisals including a
periodic review of team member anniversary dates to be sure that all
employees are reviewed on a timely and accurate basis
o Managed all benefit programs ensuring timely enrollments, including
employees on leave, issuance of benefits booklets and identification
cards.
Raleigh Housing authority - Raleigh, North Carolina
October 1999- April 2001
Assistant Director of Leased Housing
Responsible for ensuring that departmental programs comply with rules and
regulations of the housing authority and the U.S. Department of HUD; plan,
direct, coordinate, supervise and monitor the daily activities for a staff
of twenty-nine; plan and monitor Section 8 program workflow to ensure that
goals and objectives are met; help maintain "A" on SEMAP; assisted
director with grant writing; prepare monthly reports, monitor waiting
list, perform quality control inspections; evaluate employee's job
performances, ensure that employees receive new hire orientation and
training required for assigned positions, interviewing and screening
applicants, recruitment for vacant positions, develop budget proposals,
developed and maintained a tracking system to ensure accurate and timely
completion of assigned projects; responsible for ensuring that
appropriate procedures are followed for both involuntary and voluntary
terminations; ensured proper legal administration and compliance for all
leaves of absence
Key Achievements:
o Pursued and successfully completed Occupancy Specialist Certification.
o Developed and administered a new color coded filing system.
o Effectively facilitated information flow and ensure compliance with
quality standards, assisting colleagues in special projects and
initiatives.
o Developed a new hire orientation and training system.
o Developed a database applicants listed on a waiting list.
SOFTWARE EXPERIENCE
Microsoft Office Suite 2000, XP, 2003, 2007 and 2010 (Access, Word,
Excel, PowerPoint, Outlook, and FrontPage) Lotus (Notes, Organizer, 123),
HRIS, HRMS, ADP, HOBS, PASS, SPSS, Oracle, SQL Navigator 4 & PL SQL
Developer, XTRAC, Workbrain, Lotus Notes, Kintana, Hinet, eWorkplace,
Taleo, Peachtree
References Available Upon Request
Contact this candidate