Customer Service Human Resources

Brian Titus

Reading, PA ***** 215-***-****

www.linkedin.com/brian-titus ********@***.***

Dedicated, Practical HR Coordinator

Recognized for meeting or exceeding expectations by effectively resolving

HR-related issues and ensuring consistency and accuracy in all employment-

related policies.

Comprehensive background working closely with HR Managers and providing

support to over 250 employees, including recruiting, posting jobs,

scheduling interviews, checking references, and handling Preferred Client

(Shred and Records Management) accounts. Known as an effective communicator

who is dependable and honest. Proficient in Microsoft Word, Excel, Outlook

and PowerPoint.

Areas of Expertise:

Staffing Recruiting On-boarding Benefits Program HR Administration

Interviewing Succession Planning Terminations Disciplinary Action

Education

Master's in Human Resource Management, DeVry University, Fort Washington,

PA, 2010

Bachelor of Science, Marketing, Cabrini College, Radnor, PA, 1997

Professional Experience

Iron Mountain, Collegeville, PA 2011 - 2014

Service Associate

Worked with customers on Preferred Accounts team. Performed proactive

customer interaction, support, and analysis for both internal and external

requests.

Provided support through system tools, meeting or exceeding customer needs

while ensuring customer orders and requests were handled in accordance with

service level agreements and performance metrics.

Assisted in team achieving Gold Star accuracy for Quality, Productivity and

Customer Care from 2011 - 2014.

Built and maintained internal and external relationships through all

customer interactions by successfully troubleshooting issues and consistent

follow through on all customer commitments.

Ensured exceptional customer service by educating customers on all Iron

Mountain products and services across all service lines.

Followed-up with proactive calls and emails on accounts, developing and /

or recommending service resolution plans and recognizing potential

opportunities for improvement.

Assisted in positioning company's relationship with customers for further

growth and retention by supporting and maintaining excellent customer

service with all IM programs.

Unitrin Direct Insurance, Plymouth Meeting, PA 2006 - 2009

Human Resources Coordinator 2008 - 2009

Worked in Human Resources, supporting Human Resources Manager for over 250

employees. Handled new hire orientations, Employee Benefits, and Company

policies and procedures.

Brian Titus ********@***.*** Page Two

UNITRIN DIRECT INSURANCE (Continued)

Processed data entry for new hire paperwork, certain payroll documentation,

and updating all employee personnel files. Coordinated recruiting

opportunities, including: contacting staffing agencies, Career Link and

other staffing resources, facilitating management feedback, coordinated

personnel requisition forms, advertising, internal job postings, scheduling

interviews, checking references. Fielded payroll, benefit, time sheet, and

HR policy-related questions.

Ensured effective interviews by providing testing and coordinating

interviewing materials.

Resolved HR-related issues by assisting with employee complaint

investigations and making recommendations.

Ensured consistency, accuracy, and fairness in HR Administration of all

employment-related policies.

Facilitated Diversity, Harassment and other applicable training sessions

for employees.

Provided Administrative assistance by documenting meeting notes for

personnel file.

Supported Facilities Manager with security and building maintenance issues.

Claims Adjuster 2006 - 2007

Processed personal lines Auto and Bodily Injury claims.

Communicated with customers, repair facilities, attorneys, and medical

providers, reaching timely and accurate claim resolutions.

Obtained and analyzed loss details and developed comprehensive strategies,

efficiently and accurately reaching resolution on all assigned claims work.

Examined insurance policy provisions, endorsements, state statutory

provisions, and other records, verifying applicable coverage.

Awarded "Claim Representative of year 2007", recognizing highest overall

Key Measures results.

Liberty Mutual Insurance, Blue Bell, PA 2002 - 2005

Senior Claims Adjuster

Supervised accounts relating property damage for personal lines Automobile

claims.

Conducted analyses of property damage claims presented for repair and

replacement, using consistent and thorough estimate review process.

Interviewed all parties and gathered necessary data, determining liability,

negotiating settlements, and providing payments within prescribed limits.

Recognized for exceptional performance by being promoted, within 1 year, to

Senior Level Claims Adjuster.

Contributed to "Office of the Year 2004" for highest customer service

rating by JD Powers Associates.

Awarded certificate for "Excellent Customer Service 2004 and 2005."

Computer Skills

Abra, Lawson and TPA HRIS Software Kronos Timekeeping Software E-Time

HR Connect - Scout Success Factors Performance Management

Microsoft Office (Word, Excel, PowerPoint)

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