Human Resources

Emanuel Bennett

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

Charlotte, NC ***06

Phone 336-***-****

Education

Master of Science - Human Resource Management - Walden University - 2013

Master of Business Administration - HR Management - Strayer University -

2006

Bachelor of Arts - Mass Communications - Winston Salem State University -

2002

Skills

MS Office XP: Word, Excel, and PowerPoint

WebEx: interactive online conferencing tool

Blackboard: e-Education program

SharePoint: e-Learning collaborative communications

Work Experience

Aon Hewitt

Charlotte, NC 9/2012 - present

Benefits Specialist

Process Health and Group Benefit elections for eligible participants.

Process Medicare and Pre-Medicare elections for qualified participants.

Explain and clarify Health and Welfare Benefits and Medicare and Pre-

Medicare options.

Process Qualified Status Changes for qualified participants and dependents.

Resolve complex employee benefits issues.

Complete and process group coverage verification forms.

Convergys

Charlotte, NC 7/2009 - 7/2011

Associate Trainer

Improved graduation rate by 10% in less than 10 months.

Exceeded 30/60/90 day agent proficiency for 12 consecutive months.

Interviewed, hired and trained team of four Program Ready Trainers,

increasing department productivity by 25%.

Prepared training manuals, feedback survey forms, and support materials.

Participated in the design and development of instructor-led and e-Learning

for adult learners.

Assigned the task of selecting, interviewing, and hiring training support

staff.

Completed and maintained industry specific Instructor certifications.

Spherion

Charlotte, NC 9/2008 - 6/2009

Benefits Specialist

Processed Health and Group Benefit elections for eligible participants.

Processed Medicare and Pre-Medicare elections for qualified participants.

Explained and clarified Health and Welfare Benefits and Medicare and Pre-

Medicare options.

Processed Qualified Status Changes for qualified participants and

dependents.

Reviewed required documentation for Dependent Audits, Status Changes, and

Appeals.

Enrolled and processed transactions for participants of Defined

Contribution Plans.

Connextions

Concord, NC 4/2008 - 9/2008

Customer Service Supervisor

Improved team customer satisfaction ratings by 25% in 3 months.

Reduced team absenteeism by nearly 40% in 30 days.

Coached and developed customer service representatives to performance

goals.

Maintained attendance, monitored performance, and provided feedback and

disciplinary action.

Responsible for interviewing and hiring customer service agents.

Convergys

Charlotte, NC 6/2003 - 4/2008

Associate Trainer

Exceeded goal for maintaining Time Keeping System and Work Management

System records in 2007.

Exceeded attrition goal for new hire employees in 2006 and 2007.

Achieved recognition as a champion of company values in 2005, 2006, and

2007.

Achieved certification to train and develop new hire employees in 2005.

Achieved certification to cross-train sales advisors in 2004.

Responsible for certification and continuing education of Training Staff.

Implemented new system for maintaining client billing records.

Supervised, trained, coached, and developed newly hired and tenured

representatives.

Contributed to the assessment, analysis, planning, and design, of training

initiatives.

Maintained attendance, monitored performance, and provided feedback and

disciplinary action.

Promoted to In-Team Trainer in 2004.

Recruited to sales team for consistently exceeding quality and compliance

metrics.

Resolved inbound customer service and technical support inquiries as a call

center representative.

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