Customer Service Management

TAMBRA BECTON

***** **** ***. **

STANWOOD, WA **292

PHONE 360-***-****;

email: **************@*****.***

OBJECTIVE

To obtain a rewarding position and become part of a team to lead the implementation of a lean environment where team

pride and customer satisfaction create a successful atmosphere.

EDUCATION

University of Minnesota, Minneapolis, MN. Major Business Administration/Finance.

AWARDS RECEIVED

3M Quality/Innovative Award for development and implementation of a successful new budgeting process.

SUMMARY OF QUALIFICATIONS

25yrs. of Management experience in both finance and human resources in the private and public sectors.

Ability to interface with management and staff in the development and implementation of an effective Sales, Human

Resource and Fiscal management system. Experienced with grant coordinating, writing, managing and tracking,

management of financial, sales, human resource and budget accounts.

Ability to utilize critical thinking, using inductive and deductive reasoning and ability complete multiple tasks in a high

pressure, rapidly changing environment.

Excellent decision making, organizational, research and analytical skills to carry out responsibilities independently.

Excellent oral and written communication as well as listening and presentation skills. Clarifies purpose and importance;

stresses major points; follows a logical sequence. Usually keeps the audience engaged through use of techniques such as

analogies, illustrations, humor, an appealing style, body language, and voice inflection. Frames the message in line with

audience experience, background, and expectations; uses terms, examples, and analogies that are meaningful to the audience.

Seek input from audience; check understanding; present message in different way to enhance understanding. Use syntax,

pace, volume, diction, and mechanics appropriate to the media being used. Accurately interprets messages from others and

respond appropriately.

Motivated self starter who demonstrates teaming qualities, being discreet and maintaining confidentiality at all times.

Advanced level experience using Microsoft Office: Excel, Word, Access, Power Point, Project, Outlook, & FrontPage; as

well as People Soft and MUNIS both financial and HRIS (e.g., self service systems, automated request tools) including how

to write queries and comply with process documentation requirements and errorless data entry skills.

Provide excellent customer service skills with the ability to interact effectively and tactfully with the public, co workers,

managers and elected officials, thus making customers and their needs a primary focus of action. Consider customers and

their needs when performing and/or working with others on routine tasks; support others and becomes directly involved in

developing and sustaining customer relationships; assists more experienced employees in seeking information to understand

customers' circumstances, problems, expectations, and needs; responds quickly to help others address customer needs and

resolve problems. I usually place higher priority on team or departmental goals than on own goals. Seek agreement from

work group members, direct supervisor, and occasionally members of others work groups to support ideas or take

partnership oriented action; explain value of actions. Generally establishes good interpersonal relationships by helping

people feel valued, appreciated, and included in discussions.

Proficiency developing HR initiatives and solutions as well as policy and procedures to advance organizational objectives.

Proficiency with HR practices and processes such as Benefits, EEO, bargaining agreements, staffing, compensation,

Alternate Dispute Resolutions, and employee relations principles, practices, methods, programs and collective bargaining

agreements.

I have the knowledge and ability to develop queries and generate standard reports. Ability to use HR information in

customized reports in order to address HR issues.

Strong knowledge of the Affordable Care Act, ERISA, HIPPA, COBRA, ADA, FMLA, GAAP, GAAS, BARS, GASB, LAG

Manuel, GSA practices and principles Grant management and Auditing.

EMPLOYMENT EXPERIENCE

Employee Benefits Coordinator – Tulalip Tribes of Washington 12/2011 – Present

Administered benefits to employees for the Tulalip Tribes of Washington through a fully self insured plan. Developed and

facilitated groups of new hires through the NEO program, as well as the yearly open enrollment process and assistance with

enrolling into 401K plans. Provided operational system knowledge and functional support for Tulalip’s Payroll, Benefits, HR

related function and Retirement production modules. Communicate closely with Payroll staff in support of Payroll

production. Work closely with team members on understanding the benefits function and provide assistance in problem

solving. Document, review, revise and recommend new business processes, policies and procedures. Working closely with

the Legal department assisting with policy developments and completing necessary reporting such as: PECORI fees, the

measurement period (for ACA), SAR 5500 form etc... Working with auditors, the fiduciary company and TPA on the SAS

70, testing for the 401k audit items and working directly with Tulalip Tribes various Broker’s on new benefits plan for

upcoming years. Maintaining and ensuring the plan is in compliance with the affordable care act, staying abreast on all

upcoming and changing laws, developing more cost efficient approaches to rising health care cost and working with the

Tulalip Tribe Board of Directors for approval. Demonstrate commitment to and understanding of best practices in quality

customer service, understanding of urgency in completion of tasks and demonstrated ability to handle multiple priorities

effectively and efficiently to meet deadlines. Established and maintained plan administration manuals. Working with QMLA

(FMLA) benefits for employees and dependents. Function as liaison between vendors and staff. Provide guidance and

communication to personnel to ensure proper processes and procedures are being followed. Assist with establishing

standard concepts, practices and procedures as well as policies in regards to FMLA, ERISA, COBRA, HIPPA as well as

standard Human Resource policies and procedures. Initiated and managed an RFP process for the organization to select new

Broker’s as well as possibly a new TPA provider. Also administered the Tribe’s 401K plan and the LME plan for tax exempt

employees.

Capital Projects Technician City of Shoreline 05/2007 – 12/2011.

Research, prepare and provide financial analyses and reports to Public Works management staff. Report budget trends and

assist with strategies to stay within budget. Compile, monitor, develop, verify and reconcile financial data including

information related to grants and public works trust fund loans in the City’s Capital Improvement Program (CIP). Apply

accurate fiscal management policies, procedures, and internal controls for Capital Projects. Complete complex resource and

revenue balancing for inclusion in the CIP. Develop and maintain standard operating procedures to accurately centralize

processing procedures for financial records for all local, state and federal agencies. Meet with auditors to review compliance

with grant and other financial requirements. Assist with development, implementation and input of the department budget.

Manage, track, monitor and reimburse all federal, state and local grants awarded to the City as well as prepare grant

applications, quarterly progress reports and any other reporting due. Develop and negotiate contracts and agreements with

consultants and contractors. Knowledge of statistical analysis concepts such as normal distribution, standard deviations,

mean, probability, and confidence levels.

Confidential Secretary King County Department of Executive Services; Human Resources Division; Office of the

Director. September 2005 May 2007.

I performed executive assistant support for the Human Resources Division Director, Deputy Division Director and Directors

Office staff. I maintained the calendar for the Division Director and Deputy Director. This included scheduling meetings

with high level County Managers, Directors, and Officials. I provided Division Triage. I provided direction and monitored

assignments given to Human Resource Division Staff by the Director. I created, edited, formatted, and proofread

correspondence, policies, and reports submitted from and on the behalf of the Division Director, Deputy Director, King

County Administrative Officer, and King County Executive. I assisted with multiple human resource functions and

programs for the department which included: labor relation issues, performance management and improvement,

classification and compensation, payroll, benefits, training and development; also assisted with management of labor

relations issues and negotiations on behalf of the department/divisions.

Vice President Kirkland Chrysler Jeep, Kirkland, WA. 10/2001 to 05/2007.

Duties and responsibilities encompass providing management oversight and coordination to a staff of 75 employees engaged

in the automotive industry. I provided the skill and implementation of lean initiatives to improve business efficiency and

financial management which included: preparing financial statements and reports, reconciliation of department ledgers,

budget planning, forecasting and development, revenue analysis and forecasting. I performed A/P, A/R, Licensing/Titling,

Car Billing/Flooring, Deposits, Payroll processing and all HR functions. I have conducted internal investigations, written

investigative reports, and recommended appropriate disciplinary and corrective actions to managers and/or supervisors to

resolve complaints, provided mediation and conflict resolution services to managers and employees. I ensured timely and

accurate administration of all the benefit plans. I administered the FMLA program regarding benefit tracking and

communication to all employees. Managed all benefit records, systems and procedures as well as preparation, review and

reconciliation of payroll deductions for health insurance, 401K, pension, loans and optional insurance. Established and

transition a new benefits plan for this organization. I have a general knowledge of financial concepts, such as, time value of

money, present value, future value, internal rate of return, annuity and amortization table development.

Child Support Officer WA County Community Services Dept.., Stillwater, MN. 07/2000 10/2001.

I was responsible for administering and enforcing the child support program for the county. Work involved obtaining and

enforcing court orders for child support, day care, spousal maintenance, and medical support. Enforced court orders by

assessing, selecting, commencing, and managing appropriate legal and administrative remedies that included wage

withholding, contempt referrals, modification requests, inter and intra state actions, license revocation, tax intercepts, cost of

living adjustments etc. Negotiated and communicated with all parties, i.e. obligor, oblige, attorneys, other jurisdictions,

employers, and other interested parties to obtain information, develop repayment stipulations, clarify orders, interpret

regulations and resolve problems. I prepared affidavits, complex financial reviews and other essential evidence. Maintained

the ability to work under pressure, meet deadlines, multi task and stay organized and prioritize my workload.

Grants Office/Accounting Liaison Minnesota State Arts Board, St. Paul, MN. 03/1994 07/2000.

Processed payroll for the department and assisted with all HR functions. Determine priorities, meet deadlines and maintain a

steady workflow independently, with a high degree of accuracy and attention to detail. Revise and refine MIS software and

databases for the recording of grants and artists data. Maintain the MIS database system, Lotus, FoxPro, Access, Excel and

Microsoft Office for various research projects and record keeping functions. Processed and reviewed grant applications for

eligibility requirements in accordance with the federal and state statue and departmental policies. Analyzed and reported on

revenue, expenditure and cash trends for all of the departmental grants; recommended budget changes as necessary.

Developed yearly budgets for the individual grant recipients. Participated in panel board meetings and facilitated weekly staff

meetings. Developed grant processes, policy and procedures and guidelines according to federal and state statue.

Payroll Coordinator Maricopa County, Phoenix, AZ. 01/1992 03/1994.

I was the Project Manager responsible for development and implementation of an automated payroll processing system.

Processing payroll for approximately 5,500 county employees hired as attendant care staff for the attendant care program.

Produced payroll warrants, direct deposit advices and W 2 statements. Administered payroll deductions/garnishments and

update the County’s financial system. Developed and administered a program that could interface with the County’s system.

Vice President of Administration Liberation of Ex Offenders through Employment Opportunities (LEEO),

Washington, DC. 11/1989 01/1992.

Provide primary administrative and management oversight. I maintained program ledgers as well as preparation and

classification of revenue, fixed asset accounting and transaction entries. Submitted grant applications for obtaining GSA

status. I established production operating agreements between suppliers and final assembly. I performed all procurement

procedures including contract negotiations, processing service request and other various purchasing responsibilities. I trained

on lean manufacturing principles and change management to manufacturing and support crews. Recruited and hired

prospective candidates for position openings within an organization engaged in manufacturing, sales, service and repair.

Coordinated and maintained a staff of 50 employees that facilitated and taught ex offenders a variety of skills to help them

gain employment.

Branch Manager Labor Force of MID Florida, Orlando, FL. 06/1987 11/89.

Supervision to a staff of ten people who were responsible for daily job placement of 100 to 150 employees in various types

of day labor work primarily in the construction and clerical services area. Managed projects responsible for aligning

improvement opportunities and establish projected cost savings. Further duties entailed daily pay for these employees as well

as financial management, management of accounts payable and receivables, preparation of daily, weekly and monthly reports

to the corporate office, advertising, marketing and promotions. I have the ability to analyze and apply legal contractual

requirements as well as accounting and auditing requirements.

Contact this candidate