Customer Service Manager

Kenneth Carter

Employee Relations Specialist - Horseshoe Casino Cincinnati

Cincinnati, OH

*******.**********@*****.*** - 513-***-****

WORK EXPERIENCE

Employee Relations Specialist

Horseshoe Casino Cincinnati - Cincinnati, OH - April 2014 to Present

Act as the main point of contact for assigned client group in 24/7 Casino operation of 1,100 + employees. Client

group consists of employees of all levels, senior leadership as well as non-exempt, entry-level employees for

issues including but not limited to: investigations, employee complaints, performance management, leaves of

absence, coaching, development, attendance, and other issues.

• Ensure progressive step discipline is followed through review all of documents prior to issuance,

• Oversee the American Disabilities Act (ADA) interactive process for all employees that request and qualify

for such accommodations from start to finish.

• Investigate employee concerns that span from employee to employee interaction to grievances with

department leadership

• Manage the company employee grievance process through dual representation of the company and

employee. This consists of setup of meetings, selection of participants, defense preparation, and outcome

delivery to employee

• Responsible for showing just cause of termination on all unemployment claims and represent the company

in appeal hearings.

• Supports company values through participation in various Human Resources driven events to boost morale

and support throughout Casino property.

Assistant Manager

Walmart - Cincinnati, OH - December 2013 to April 2014

Responsible for assisting in the retail operations of super center store by providing direction, coaching

and leadership to store associates which ensuring daily processes are followed; and operational goals are

attainted.

• Provided supervision and development opportunities for hourly associates in assigned areas through hiring,

training, mentoring, assigning duties, evaluating performance, providing recognition, and ensuring diversity

awareness.

• Drove sales in assigned area by ensuring effective merchandise presentation, including accurate and

competitive pricing, proper, signing, in-stock and inventory levels, budgeting and forecasting sales, and

assessing economic trends and community needs.

• Drove customer experience by ensuring associates provide proper customer service to customers, and

resolves escalated issues by hourly supervision members.

HR Administrator

LanceSoft - Cincinnati, OH - September 2013 to November 2013

Responsible for ensuring assigned client employee’s population is properly enrolled into their benefits during

their pre and post enrollment periods.

• Administers employee benefits programs such as, major medical plans; life insurance, long term, and AD&D

insurance plans.

• Resolves employee issues regarding qualifications and escalates to Client Manager where applicable.

• Collaborate with Call Center via benefit application tool to contact employees to request outstanding

documents.

Compensation Analyst

Robert Half Management - Cincinnati, OH - June 2013 to July 2013

Responsible for completing assigned compensation projects as assigned by Vantiv’s compensation

department.

• Performed job analysis, evaluates newly created & revised positions, and completed compensation surveys.

• Served as compensation consultant to HR Generalists and internal customers by providing pay

recommendations using market data and internal equity guidelines

• Prepared severance packages for employees that were being terminated various reasons

Grievance & Appeals Rep

Aerotek Professional Services - Mason, OH - April 2013 to June 2013

benefits provided by WellPoint within the designated time frames depending on the nature of the case.

• Review member cases to identify cause of denial, and afterwards, confirm if proper benefit forms have been

sent by intake department according to guidelines.

• Contact plan member, provider medical group, physicians or plan medical directors as necessary to obtain

paperwork needed to ensure case can be processed.

• Enter required data/updates to the grievance and/or appeal data into tracking system.

Sr. Compensation Analyst

United States Enrichment Corporation - August 2010 to April 2012

Responsible for providing support to the Compensation Manager in the overhaul of salary structure for a

company division of 600 employees to ensure the division has the ability to attract and retain key employees at

its multiple locations; in addition to, providing enterprise wide support to all USEC divisions. Also responsible

for administering the FMLA, STD & LTD benefit programs for 200 employees at the Piketon, Ohio plant site.

• Partnered with co-worker in the administration of scheduled compensation programs such as:

o Annual salary/bonus administration

o Annual maintenance testing of Success Factor merit tool

o Annual compensation surveys submissions

• Oversaw the successful testing, implementation and administration of new automated bonus program

• Performed job analysis and evaluations for all new & revised positions.

• Performed wage analysis reporting for plant sites with union workforce

• Maintained job descriptions and perform general maintenance to job description database (E-Prism).

• Certified employees for leave according to FMLA guidelines, and USEC's STD/LTD guidelines.

• Obtained recertification documents from physicians and submitted documentation to third party administrators

to ensure proper processing and payment of benefits to employees.

Compensation Analyst II

Axcess Financial Services - 2006 to 2010

Responsible for achieving organization's desired position in market and compensation goals while ensuring

the compensation program enhances the organization's ability to recruit and retain employees.

• Provided analysis on key compensation metrics including management bonus & merit review updates for

purposes of accrual and other periodic ad-hoc reports.

• Served as compensation consultant to HR and internal customers by providing pay recommendations using

market data and internal equity guidelines.

• Administered monthly/quarterly short term incentive pay programs for 2,000 + store associates.

• Participated in annual compensation surveys & perform benchmark studies.

• Managed and administered the annual salary planning process for 3,000 associates.

• Performed job analysis and evaluations for all new & revised positions.

• Partnered with the Director of Compensation & Benefits in the overhaul of compensation practices and in the

development of corporate & store pay structure.

• Ensured proper exempt status for jobs through job analysis and application of FLSA exemption tests.

• Partnered with Benefits Department in the annual open enrollment process.

• Analyzed benefit costs & services, provided recommendations for vendor selection and plan features.

• Tracked and analyzed benefit expenses and ensured timely payment to vendors.

• Performed annual 401k discrimination & mid year testing & 5500 audit.

Financial Analyst I

Axcess Financial Services - 2005 to 2006

Compiled and analyzed financial information to ensure accuracy prior to production; created ad hoc, monthly,

quarterly and annual reports; managed and administer corporate and field bonus programs.

• Collaborated with accounting department to validate month end close results.

• Researched and identified variance or discrepancies of general ledger data in post close stage.

• Managed and administered monthly field bonus program for 2,700 associates.

• Administered annual field management bonus program for 140 associates.

EDUCATION

BS in Business Administration

Morehead State University

MBA

Strayer University

ADDITIONAL INFORMATION

Technical Skills

Proficient in MS office

Advanced Excel User

PeopleSoft

Mercer E-Prism

ADP Payforce Success Factors

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