Customer Service Human Resources

Edwell T. Henry, II

**** **** **** ****** ****, PA 19079 Telephone: 267-***-**** E-mail:

******.*****@*******.***

EDUCATION

Master of Public Administration - Human Resources Management 2011

City University of NY -John Jay College of Criminal Justice

New

York, NY

B.S. Business Management 2001

Delaware State University

Dover, DE

Dean's List 2000-2001

Relevant EXPERIENCE

Human Capital Data Analyst 2013-Present

Amtrak (National Railroad Passenger Corporation)

Wilmington, DE

. S.M.A.R.T Headquarters Trained Observer/Steering Committee Member, Safe-2-

Safer Program.

. Responsible for creating, updating and maintaining employee related data

in the SAP/ HRIS system while fielding phone calls from managers,

employees and others on Human Capital issues, concerns and related

queries.

. Provide analytical skills in evaluating data for quality and consistency,

identification of business trends, and opportunities for process

improvements.

. Analyze and process transactions such as transfers, salary adjustments,

and Add-Non Employee (Contractor) requests received through the EIM

portal and the HC service center mailbox.

. Audit transactions for accuracy and data quality.

. Build and maintain effective working relations with managers, delegates

and internal/external customers.

. Support corporate policies and compliance for all transactions and data

entry.

. Cross train other team members on HC supporting technologies.

. Develop and maintain documentation of processes insuring all procedures

are current.

Human Capital Specialist - Recruitment 2011-2013

Amtrak (National Railroad Passenger Corporation)

Wilmington, DE

. Primary Human Capital Specialist for the processing of all recruitment

activities, on-boarding of both Agreement and Non-Agreement new hires.

. Primary support specialist for scheduling of pre-employment/HOS

physicals and background checks.

. Primary for all Agreement and Non-Agreement promotion and transfer

related activities.

. Assisted managers with queries relating to changes of position

attributes and reporting relationships.

. Produced, manipulated and disseminated new hire reports via SAP/HRIS and

Microsoft Excel software.

. Liaise with The Talent Acquisition Department for the purposes of a

high quality on-boarding process.

. Partnered with Talent Acquisition Advisors, traveling to various

stations as a representative of Human Capital to promote Health & Safety,

and assist with various employee engagement initiatives.

. Facilitated pre-employment skills testing in partnership with the Talent

Acquisition Field Offices.

. Lead post-hire audits and document verifications. (I9, Background Checks,

etc.).

. Input new hires, prepared and disseminated ad hoc reports via SAP/HRIS

recruitment module.

Human Resource Specialist - Customer Support/Employee Engagement 2010-

2011

Amtrak (National Railroad Passenger Corporation)

Wilmington, DE

. Assisted hiring managers/delegates/employees with navigation of the

employee information portal.

. Processed escalations submitted via the EIC and Human Capital mailboxes.

. Cross-trained team on Railroad Retirement, 401K, Benefits, daily

administration of employee queries.

. Processed employment verifications and records administration requests in

coordination with Record Management Team.

. Assisted employees and external candidates with submitting employment

applications via the Amtrak Employee Information Portal.

. Fielded various queries from external customers, vendors, State &

Federal, and Host Railroads.

. Coordinated/ liaised with Labor Relations, Employee Relations, and

Payroll Operations departments to ensure effective delivery of human

capital services to both internal and external customers.

Human Resources Specialist 2008-10

Amtrak (National Railroad Passenger Corporation)

Philadelphia, PA

. Collaborated with the HR manager and Corporate HR Specialists/managers to

revamp the new employee orientation program for the Philadelphia Regional

Office.

. Facilitated new employee orientations for non-agreement new hires within

the assigned territory.

. Interviewed applicants and sourced resumes for agreement covered

positions.

. Represented Amtrak at job fairs, fielding questions and promoting Amtrak

as a premier employer.

. Facilitated pre-employment skills testing, orientation, and on-boarding

of new-hires.

. Primary contact for posting of advertisements on internal/external

web based job-boards.

. Input new hires, prepare and disseminate ad hoc reports via SAP/HRIS

recruitment module.

. Coordinated/ liaised with Labor Relations, Employee Relations, EAP,

Payroll, Health & Safety departments to ensure effective delivery of HR

services to internal and external customers.

. Produced, manipulated and disseminated reports via SAP/HRIS and Microsoft

Excel software.

. Assisted employees with benefit and payroll queries and directed them to

the appropriate departments/specialists.

. Scheduled/reviewed results of pre-employment physicals, drug screens and

background checks.

. Coordinated and processed employee milestone and President's Safety &

Service Award Program.

. Reviewed and processed time management data (LOA, STD, Separations,

Transfers, Progressions.

. Coordinated the retirement recognition program for regional offices.

. Assisted Benefit Specialist with data changes, separation dates, and

Railroad Retirement queries.

Human Resources Coordinator - Recruitment 2007-08

US Airways, Inc Philadelphia PA

. Interviewed applicants for front-line customer service, baggage, and

administrative positions.

. Sourced applications and resumes via Oracle I-Recruitment, use of

PeopleSoft to enter/track data.

. Fingerprinted, scheduled and reviewed selected new hires pre-employment

physicals results.

. Review criminal background checks, drug screens, and driving records for

DOT compliance.

. Facilitated orientations in various stations in an assigned territory

(Maine to Baltimore, MD).

. Assisted with post-hire audits and document verification/finger print

results.

. Represented US Airways at job fairs, fielding questions and promoting

US Air as a premier employer.

. Prepared new hire onboarding documentation for the corporate benefits

team for initial enrollments.

. Assisted Corporate Compensation Team with salary reviews and initial

offer submissions for management employees.

EMPLOYMENT SCREENING SUPERVISOR

2005-07

Concorde, Inc Philadelphia PA

. Supervised, coached, & provided quality assurance feedback to a team of

six employment screening specialists.

. Oversaw the day-to-day operations and administrative functions of the

employment screening services department. Implemented a scoring system

to provide measurable feedback to each specialist.

. Analyzed, redacted, & reviewed criminal records, MVRs, and education

verifications for DOT compliance.

. Administrate Q/A process for employment screening applications.

. Assisted MRO staff with random on-site testing program as needed.

Graduate Student

2004-05

University of Illinois at Chicago Chicago, IL

Dispute Representative/Customer Service Lead

2002-04

Trans Union, LLC Crumme Lynne, PA

. Initiate dispute claims with regards to trade lines on consumer

reports.

. Administrate product distribution roll-outs and cross training of

associates using the products.

. Assisted staff with on-site testing program as needed.

. Assist vendors and consumers with various inquiries relating to trade-

line documentation and bureau reports.

. Train new hires and contract employees on multiple customer

experience enhancement products and services.

. Ensure high quality delivery of customer service for both internal and

externals customers.

Team Lead 1999-02

Bank of America Dover, DE

. Coached, supervised, and provided training to an average team of twenty

customer service representatives and personal banker associates.

. Oversaw day-to-day operations and administrative functions of the card

services department.

. Assisted team and unit manager with the implementation of various call

metrics.

. Acted as a liaison between the corporate and field office to facilitate

team building exercises.

. Maintained the team budget used for various off-site team activities.

. Acting Manager in the absence of Team and Unit Manager.

. Pre-screened, interviewed and trained newly hired associates.

Skills/Certifications

SHRM Member*MS Office Suite *Target Select Certified*Behavioral Based

Interviewing*Diversity Training

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