Customer Service Human Resources

Annie J. Fourman

*** ******** *****, **********, ** 17112 717-***-**** ************@*******.***

Motivated and performance-driven individual with robust organizational, customer service, and

communication skills. Multi-faceted background in Human Resources and Administration with an

emphasis in leave administration, written correspondence, and regulation research, interpretation, and

application.

Education

Master’s of public administration in progress American Public University, Manassas, va

Concentration in Human Resource Management

Cumulative GPA 3.83/4.0

Bachelor of Science June 2011 Drexel university, Philadelphia, PA

Major: Elementary Education

Cumulative GPA 3.17/4.0

SCHOLASTIC ACHIEVEMENTS

Dean’s List Academic Years: 2007 – 2011

Phi Beta Kappa Honor Society Member

Leadership

Family Readiness Group, Eastern Army National Guard Aviation Training Site, President, 2013

Experience

clerk typist, GS-4 (temporary) lebanon veterans administration january 2014-MAY 2014

Performed administrative and clerical processes using a computer to associate documents with related files/records

Researched unfamiliar medical terminology to correctly disposition electronic files

customer relations specialist sitel october 2013-March 2014

Part-time position worked from my in-home office

Responded via email to customer inquiries

Researched historical data via multiple databases and web-based programs to provide solutions to customer disputes

Interpreted internal policy and procedure to identify eligibility of compensation

customer relations specialist independent contractor january 2007 - october 2013

Provided customer service in the role of an Independent Contractor from my in-home office

Consulted with clients regularly vi telephone and computer

Administrative Assistant/Human Resources (E-6) PA Army National Guard July 1996 – July 2007

11 years of experience in the field of Human Resources; over 5 years of experience in HR as an E-6

Managed leave administration program for the entire unit

Provided excellent customer service and demonstrated strong communication skills with diverse clientele

Shared knowledge and experience, training subordinates on new tasks; authored training materials used in training new

soldiers

Worked closely with senior leadership, providing advice and guidance with regard practices in HR, based on current

policy, regulations, and guidelines

Expressed a genuine concern for customers and coworkers through both words and actions

Responsible for the HR support of 120 personnel

Managed, processed, reviewed, and coordinated HR tasks pertaining to personnel accountability, evaluations, awards,

and promotions

Maintained individual electronic files and intranet site; implemented a new office filing system in accordance with new

Army policy

Drafted unit job announcements based on the individual position’s duty description, for publication

Developed and presented instructional HR activities in support of the unit mission

Assisted Service Members in the resolution of pay/financial issues and entitlements

Reviewed and interpreted current policy, regulations, and guidelines

Prepared formal and informal PowerPoint presentations and correspondence; designed and edited newsletters,

invitations, and pamphlets

Responsible for updating the section’s intranet site

Monitored and notified unit members about mandatory training requirements

Created reports and spreadsheets for presentation to other entities

Assessed and reevaluated current procedures to ensure tasks were being complete in the most efficient and effective

manner

Researched, gathered, and prepared statistical and historical data for presentation to the unit commander

Attended briefings and staff meetings in the absence of supervisor; prepared boardroom for visiting dignitaries

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Awards: Meritorious Service Medal, Army Commendation Medal (2), Army Achievement Medal (3), and PA Army National

Guard Soldier of the Year (1999).

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