Customer Service Assistant

Alicia Paul

**** ********* *****

Murfreesboro, TN 37128

615-***-**** **********@*****.***

Qualification Summary

Looking for a career with a stable company where I can utilize & advance my

current skill set and educational experience by blending work experience,

in order to start a transition into a new area of business; Preferably

within a hospital, Healthcare facility, or Non-Profit Organization.

Education

Masters - Health Administration Concentration-Ethics 2013

St. Joseph's University, Philadelphia, PA

3.7 GPA

Bachelors- Business Administration 2009

Strayer University, Nashville, TN

3.5 GPA

Associates Degree- Medical Assistant Sciences 2001

Berks Technical Institute, Wyomissing, PA

3.8 GPA

Professional Experience

guardian healthcare providers Inc., Nashville, TN

May 2011-Present

HR Generalist

. Developed and implemented new hire processes for all regional office

hires

. Interpreted and communicated new or revised policies to staff

management

. Achieved high staff morale and retention through effective

communication, prompt problem resolution, proactive supervisory

practices and facilitating a proactive work environment.

. Advised employees on issues with co-workers, managers or clients; and

reviewed and enforced proper chain of command when necessary.

. Initiated counseling discussions between managers and staff, with

additional follow up and guidance as needed.

. Routinely reviewed policies/procedures to report and develop any new

ideas which improved the overall function of individual departments.

. Routinely collaborated with department managers on critical HR

activity including but not limited to: Worker's Compensation injuries,

client complaints including related investigations.

. Facilitated all new-hire orientations for 380 staffing employees

across the Southeast

. Administer and maintain leaves of absences. Advise employees regarding

LOA eligibility regarding sick leave bank, FMLA, STD/LTD.

. Advise and counsel employees on benefit related information, this

includes medical, dental, vision, life, flexible spending, disability

plans, retirement, time away from work.

. Conducted employment screening for new hires to include state OIG and

Abuse registry verifications and background check investigations

. Identifying and solving employee problems, conflicts and concerns,

while ensuring proper communication between employees and management.

. Updated key human resource metrics, including turnover and

terminations

. Guided and trained all new employees on company systems

. Primary contact for any issues related to self-service system and

responsible for related resolutions

. Managed human resource paperwork process for completeness by

verifying, collecting and correcting additional data; responsible for

final audit and approval

Consolidated Medical Staffing, Nashville, TN 2010- 2011

Staffing/ HR/Client Relations Representative

. Supervised employees from engagement to project end.

. Attended to client needs, maintained all nursing files to ensure

compliance with state guidelines and regulations for professional

standards of care.

. Developed and implemented recruitment strategies which brought in a

higher quality of clinical staff. Client satisfaction rose from 60-

90%. Recognized by immediate supervisor for these improvements to

quality of staff recruitments.

. Proven capacity for improving customer satisfaction through enhanced

professionalism, mandated change in protocol and quickly improved

client satisfaction by 50% in one month's time.

. Recognized by immediate supervisor for developing initiatives that

significantly streamlined and improved office efficiency. Developed

organizational system for EE files, client files and. additionally,

developed policies for handling employee discipline issues.

. Enhanced loyalty and maintained positive morale by proactively dealing

with employee issues Maintained a professional environment based in

strictest confidentiality while alleviating the issues in a timely

manner.

O'Charley's Restaurant, Hermitage, TN (in School) 2009-2010

Assistant Dining Room Manager/Corporate Function Server/ Bartender

. Operated at top performance, by serving as an assistant / fill in

manager; supervised up to 30 employees per shift.

. Consistently recognized for outstanding work ethic and

professionalism, positive reinforcement to motivate other employees on

a daily basis. Consistently maintained team morale and goal

achievement while assisting, or delegating other members, in times of

need. Recognized for being in top three of sales for two consecutive

quarters.

. Led training sessions to demonstrate successful scenarios to manage

stressful situations and achieve positive outcomes. Served as a voice

for service staff as a team to suggest ideas and modifications to

store specific policies and employee concerns.

. Selected from among ~ 40 eligibles as Employee of the Month, February

& March 2010. Exceeded minimum functions of position, and demonstrated

exemplary customer service and leadership skills.

Strayer University, Nashville, TN (In School) 2008 -2009

Admissions Officer/ Administrative Assistant/Customer Service

. Advised new prospects through the admissions process by suggesting

programs of interest, supporting decision for admission; minimized and

alleviated stressors from the process. Guided student, step-by-step,

through admissions process from registration to start.

. Maintained contact with all students while enrolled, assisting with

any needs, confirming or changing schedules, and/or speaking with

professors or dean about concerns. Developed strong working

relationships with students.

Medical Staffing Network, Nashville, TN 2006- 2008

Staffing, Payroll & Hr. Coordinator

. Managed employee's engagement to project end.

. Coordinated up to a months' worth of schedules.

. Talent acquisition, for all clinical roles needed for LTC

facilities.

. Excelled in handling employee concerns and client issues as they

arose. Coordinated and conducted interviews and processed all pre-

employment paperwork. Performed background checks, verified

references, conducted interviews.

. Processed branch payroll for over 200 employees. Managed payroll

records and reports processed garnishments, benefits and bonuses

according to designated guidelines.

The Reading Hospital, Reading, PA

2000- 2002

Medical Assistant

Attended to patient's clinical needs and managed administrative

documentation of treatment.

. Assisted physicians with patient care including minor surgery.

. Reported and followed up with all Workmen's Compensations

claims.

Community Leadership and Affiliation

Nashville Humane Society; New Leash on Life

Alpha Sigma Lambda Honor Society, Strayer University Chapter

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