Customer Service Human Resources
Resume:
SERENA THOMPSON
Philadelphia, PA *****
Cell: 215-***-****
***************@*******.***
SUMMARY
Leadership oriented Human Resources Professional acknowledged for a strong work ethic, continual positive attitude,
that is highly motivated and strategic. Recognized as a strong coach and trainer with the capability to motivate individuals
in a direct and indirect reporting relationship. Offers a unique blend of academic achievement, organizational and
motivational leadership, creativity, resourcefulness, and flexibility for change.
ACCOMPLISHMENTS
Revamped the tuition reimbursement process, which was implemented company -wide.
Introduced the first passive Open Enrollment process.
Implemented new training guide for human resource solutions center.
Developed departmental guide that presented criteria on how to navigate HRIS system.
Provided assistance in hiring, training and goal path development.
H IGHLIGHTS
Benefits administration Exceptional interpersonal skills
Employment law knowledge Deadline -oriented
High customer service standards Human resource policies and procedures knowledge
HIPPA compliance Skilled multi-tasker
Coaching and training Strategic
EXPERIENCE
AMERIHEALTH CARITAS
Philadelphia, P ennsylvania
09/2013 to Current
Human Resource Benefits Administrator
Provide generalist level support by managing the day to day administration of health & wellness benefits, family
medical leave, ADA, workers compensation, and tuition reimbursement.
Liaison between management, employees, payroll, employee relations, and vendors by providing counseling, handling
questions, interpreting policies, processing enrollments by phone and email, and resolv e benefit related inquiries with a
customer centric approach.
Created and modified job descriptions, job functions, and performance evaluation forms.
Guide the startup and management of HRIS testing during annual open enrollment.
Led a weekly open enroll ment question and answer session with employees on benefit program updates via
webinar.
Analyzed department training needs and developed new training guides based on the analysis.
Draft department -specific employee announcements.
Ensure compliance with the company's Human Resources policies, processes and practices by coaching HR business
partners and employees.
Assist in evaluation of reports, decisions and results of department in relation to established goals.
Recommend new approaches, policies, and procedures to effect continual improvements in efficiency of
department and services performed.
Maintain current knowledge of federal, state and local employment practices and labor laws.
Partner with training and development department to create a streamlined onboarding process for new hires.
Assist with recruitment efforts suc h as phone screening candidates and assisting recruiter with scheduling
ARAMARK
Philadelphia, P ennsylvania
03/2012 to 09/2013
Human Resource Benefits Counselor
Provided life/work event counseling, processed enrollments, and provided resolution of problems for over
250,000 Aramark domestic foods, hospitality and facility services via high volume inbound calls.
Maintained strong partnerships with Aramark Human Resources and business management to ensure delivery of
customer service in a manner which is perceived by associates to be fair and equitable and ultimately delivers a
high level of value -added organizational performance.
Explained human resources policies and procedures to all employees.
Ensured customer's calls were answered with minimal wait time and with the highest level of professionalism.
Facilitated Benefits Orientation including the assembly of folders/packages for newly eligible associates and
explaining benefits materials to groups of 20+.
Communicated changes to human resource managers regarding open enrollment through webinar presentations
and video conference.
Resolved personnel issues regarding human resources matters needing clarification, submissions and corrections.
Advised managers on organiza tional policy matters and recommend needed changes.
Provided training to department on as needed basis.
Facilitated benefits orientation.
Cobra administration.
DESTINATION MATERNITY INC
Philadelphia, P ennsylvania
06/2006 to 03/2012
Senior Customer Service Representative
Managed high level of in -bound calls to cater to the service request of customers by placing phone orders and
efficiently resolving escalated customer complaints and queries by providing appropriate solution.
Developed rapport with customer base by handling difficult issues with professionalism.
Provided a high level of product and leadership support to representatives and customers.
Achieved customer satisfaction rating of 95% within three months, exceeding department's goal of 80 %.
Assisted with creating training manual targeted at resolving even the most difficult customer issues.
Owned team productivity metrics.
Improved service quality and increased sales by developing a strong knowledge of company's products and
services.
Mentored, evaluated and monitored 10 call center representatives to demonstrate excellent telephone etiquette,
one call resolution, and effective ways to service customers to increase ratings.
Recommended new approaches, policies, and procedures to mainta in efficient and effective services such as
creating a standard operating procedure.
Presented training information via role playing, simulations and team exercises.
Provided detailed monthly departmental reports and updates to senior management.
Interviewed, hired and trained new quality customer service representatives.
EDUCATION
2016
MASTER OF SCIENCE: HUMAN RESOURCE DEVELOPMENT
Drexel University, Philadelphia, P ennsylvania
Course work in strategic & organizational development.
2014
BACHELOR OF SCIENCE: LABOR AND EMPLOYEE RELATIONS
Penn State University, University Park, P ennsylvania
2008
ASSOCIATE OF SCIENCE: MANAGEMENT
Community College of Philadelphia, Philadelphia, Pennsylvania
HRIS SYSTEMS
People Soft, Share Point Management, Millenium Payroll System, Taleo
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