Customer Service Human Resource

Summary

Human Resource professional, experienced in the management of daily

operations including payroll, benefit administration, recruiting, training,

employee relations, safety and unemployment insurance. Strong interpersonal

skills with the ability to communicate highly sensitive information to all

levels of employees. Organized, with the ability to quickly learn policies

and procedures and adapt to corporate culture.

Professional ExperiencE

Cigna Health and Life Insurance Company (CHLIC)

2009 - 2014

Family Medical Leave Manager

Responsible for managing assigned caseload of Family Medical Leave claims

within appropriate service metrics. Evaluate claimant eligibility; develop

a plan to address disability obstacles and plans with claimants, attending

physician and employer; monitor medical condition of claimant; identify

when additional information is required to make a decision on an absence

request and gather the information while adhering to all legal/compliance

requirements; respond to all customer inquiries within time standards and

provide all necessary communication to all parties including employees,

policyholders, health care providers and other internal team members;

discusses return to work with employer; integrates individual rehab/return

to work plans into ongoing medical treatment; monitors social security

decisions and other disability income benefits; decides payment period,

follows up and monitors payment accuracy and timeliness; follows plan to

closure.

Dallas County - Community Supervision & Corrections Department (CSCD) -

Adult Probation 2008 - 2009

Human Resource Generalist

Responsible for administering CSCD benefit programs, including health,

dental, vision, life, retirement, FMLA, and workers compensation.

Responsible for payroll administration, including new hire setup, paid time

off entries & accruals, and verifications of employment. Responsible for

the daily operations including but not limited to clerk level staff

recruiting, employee relations, policy interpretation, coordination and

conducting of new hire/benefit orientation and staff training.

Citigroup, Inc. 2004 -

2008

HR/Disability Advisor for HR & Payroll Services

Provides expert inquiry and problem resolution support to Citigroup Human

Resource Professionals, employees, managers and others, for Systems,

complex Human Resources, Leave Management, and Payroll issues. Work closely

with the Management and other staff members to identify and resolve issues,

via inbound and outbound call processes, escalated Problem Resolution

tickets, email, mail, fax, and other sources. Assist managers, employees,

newly hired employees and/or their representatives, execute the appropriate

problem resolution tracking records, conduct customer call-backs, provide

quality customer service using established guidelines and tools,

participate in projects to assimilate and test new customer populations and

improved workflow processes, participate in all offered training, assist in

the training and development of new employees, works as needed in other

departments' projects or work efforts. Performs queue management, quality

assurance and PeopleSoft correction mode processes.

OM5 Dallas, a division of Management Recruiters International, Inc.,

Dallas, TX 2000-2004

HR Manager/EA to President/Owners - June 2003 - March 2004

Responsible for assisting the President/Owners in overseeing the daily

operations of office. Performs all Human Resource functions that include:

recruiting, benefits administration, training, new hire orientation and

employee relations.

Human Resource Project Manager - August 2002 - March 2003

Office Administrator (Temporary/Contract Position) April 2002 - August 2002

Electronic Recruiting Coordinator (part-time) - April 2000 - February 2001

Constructors & Associates Inc., Dallas, TX

2001-2001

Human Resource Specialist

Responsible for administering the company benefit programs, including

Health, Dental, Vision, Life, 401k, and workers compensation. Responsible

for payroll administration, including new hire setup, change of address,

paid time off entries & accruals, and verifications of employment for all

locations. Responsible for internal and external reporting including

staffing, census and EEO-1. Responsible for the coordination and

conducting of new hire orientation and employee training.

1. Effectively managed the consolidation of duties of three employees to

the duties of the Human Resource Specialist.

2. Developed New Hire Orientation Program.

3. Developed training & trained branch office administrative assistants.

Bristol Hotels & Resorts, Addison, TX

1998-2001

Human Resources Coordinator (Entry-Level Generalist)

Managed the daily operations of the corporate office employees including

recruiting, payroll, and benefit administration, employee relations,

training, employment verifications and unemployment insurance.

4. Conducted exit interviews, new hire orientation, and benefit

enrollments. Maintained paid time-off information and coordinated the

transition and downsizing of corporate office employees.

5. Coordinated employee recognition program and employee appreciation

activities.

6. Streamlined hiring process including implementing e-recruiting system.

7. Audited paid time off records for over 300 employees.

8. Established and managed payroll processes and procedures.

Education

BBA, Minor: Organizational Behavior/Human Resources, University of

North Texas, Denton, TX

MS Office PeopleSoft

Workbrain Lawson

Remedy AbraCadabra

WordPerfect Windows XP

Outlook AS 400/CAS System

GroupWise Benefit Builder

Acclaim Iam (Interactive

Absence Manager)

TECHNICAL SKILLS

Affiliations

Society for Human Resource Management - UNT Chapter (1994-1996) - President

(1995-1996)

Society for Human Resource Management (1994-1997, 2001-2002)

Dallas HR Association (2001-2002)

UNT Council of Business Students- President (1995-1996)

University of North Texas Alumni Association (1996-Present)

Alpha Kappa Alpha Sorority, Incorporated (1999- 2011) - Tau Rho Omega

Chapter - Parliamentarian (2005) - Assistant Graduate Advisor to

Undergraduate Chapter Kappa Nu (2008), Member of Omicron Mu Omega Chapter

(2010-2011)

Iota Phi Lambda Sorority, Incorporated - Psi Chapter (1997 - 2003)

Recording Secretary (2001-2003)

Iota Phi Lambda Sorority, Incorporated - Charter Member - Epsilon Omicron

Chapter (2005) - Charter President (2005 - 2008 & 2009- 2010), Financial

Secretary (2008 - 2009) Vice President (2010-present) Journalist (2010-2012

& 2013-2014)

National Pan-Hellenic Council - Dallas Chapter (2002-2009), Recording

Secretary (2002-2003), Financial Secretary (2003 - 2004)

Remembering Mom - The Barbara Franklin Cancer Foundation - Scholarship

Committee (2006-2009), Scholarship Chair (2008), Historian (2008) Chair of

Scholarship & Programs/Board Member-2009

Toastmasters International ~ Charter Member of Cigna Pointe Toastmasters

Club (2011) - Charter Secretary (2011) Club Member (2011-2013)

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