Human Resource Customer Service

Karen M. Gagne

*** ***** ** • Fitchburg, Ma ***** • 978-***-****

******@*****.***

Experienced contributor to the accomplishment of Human Resources practices and objectives that provide an employee-oriented, high performance culture that emphasizes

empowerment, quality, productivity and standards, goal attainment, and the recruitment and ongoing development of a superior workforce.

CORE COMPETENSIES

Communication and relationship building through effective coaching and training.

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Creative problem-solver with excellent conflict resolution.

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Advanced capabilities in Excel and all Microsoft Office Suite programs.

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Detail-oriented multitasking and time management abilities.

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Proficient user of HRIS payroll systems.

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EMPLOYMENT HISTORY

Human Resource Assistant, LUK, Inc.

7/2013 - Current

Fitchburg, Ma.

• Serve as a link between management and employees by handling questions, interpreting and

administering contracts and helping resolve work-related problems.

• Advise management on organizational policy matters such as equal employment opportunity

and sexual harassment, and recommend needed changes.

• Plan and conduct new employee orientation to foster positive attitude toward organizational

objectives.

• Identify staff vacancies and recruit applicants through attending career fairs.

• Represent organization at personnel-related hearings and investigations as needed.

• Administer compensation, benefits and performance management systems, and safety and

recreation programs.

• Administer and assists with the tracking of performance development plans, programs,

procedures, and guidelines to help align the workforce with the strategic goals of the company.

• Participate in developing department goals, objectives, and systems.

• Maintain the HRIS database and generates scheduled or requested reports to assist

management.

• Keep employee records up-to-date by processing employee status changes in a timely manner.

• Processes enrollments, changes, and terminations of participants in all benefit plans and

programs.

• Reconciling monthly billing statements against payroll deductions.

• Assist employees with any benefit claim issues or concerns.

• Scheduling participants into training sessions.

• Sort and review resumes as they arrive on a daily basis. Manage the flow of paper applications

and the recruiting email box. Provide a first review of resumes. Maintain a filing system that

retains qualified applications for one year.

• Assists in the development and implementation of the employee handbook and new personnel

policies and procedures.

• Assists with the implementation and tracking of company safety and health programs.

• Participates on various committees to provide HR support and to monitor activities and

completion of goals.

• Conduct criminal background, reference checks, and on boarding paperwork.

• Manage agency on call system through scheduling, communication, billing, and equipment

updating and database maintenance.

• Responding to employment verifications.

C.E.O. Executive Assistant, LUK, Inc.

Schedule setting and maintenance.

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Correspondence with internal personnel and external contacts.

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• Creation of new contracts, task writing, preparing tax letters, proof reading and data entry and

system maintenance of a donation database.

• Creation of meeting agendas and accurate recording of meeting minutes.

• Assisting with grant preparation and budget meetings.

• Coordinating executive travel plans and other arrangements as needed.

Board of Directors Assistant, LUK, Inc.

• Detailed recording of meeting minutes.

• Recruitment to the Board and orientation.

• Setting meeting agendas.

• Successfully facilitated Council on Accreditation Governance (COA) review of agency

policies and procedures for re-accreditation in 2014.

Staff Assistant, Montachusett Area Regional Transit Authority 11/2012 - 7/2013

Fitchburg, Ma.

• Financial account management through review and update invoices using ITMS Vendor

billing systems.

• Manage vendor and client relations through scheduling and problem resolution.

Store Manager, Heartland Automotive 7/2009 - 9/2011

Worcester, Ma.

Sourc •

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ed and recruited for a high volume store by effectively maintained staffing levels through

training, coaching, retention, and succession management.

Accu

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rate scheduling, calculation, and invoicing of large corporate accounts.

Provi

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ded high-level administrative support through organizational policies, procedures,

employee benefits and bonuses, and implementing efficient operations based on time and

quality management.

Payr

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oll and benefits administration.

Customer Service Manager, Digital Communication Media 2/2007 - 6/2009

Ocala, Fl.

• Scheduling technicians for cable/Internet installation and IT issues. Strategically •

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processed high volume client requests based on logistic, financial impact, and time

restraints.

• Operated high-volume IT switchboard by facilitating technical support and resolution in a

call center environment. Escalated property management claims, computer software issues,

billing questions, warranty management, and water/waste water emergency and non-

emergency issues to the appropriate resources. Accurately assigned technicians to handle

multi-departmental problems, including scheduling, billing, and contracts.

• Facilitated customer satisfaction through immediate resolution of conflicts for

strengthened client retention and loyalty.

• High-impact communication to effectively present and convey information using direct

and indirect client interfacing with customers, team members, and suppliers.

• Working effectively as part of a tactical team focused on technological updates,

repackaging/pricing products, procedural and operational updates, and creation of a new

client database.

• Creation of corporate policies, training manual, and numerous tools used between

departments and with clients for a cable and Internet company.

EDUCATION AND CERTIFICATIONS

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Master of Science in Human Resource Management, Capella University 10/2013 -

Masters’ Certificate in Human Resource Management, Capella University Current

Bachelor of Science in Human Resource Management, Rasmussen College 8/2014

Bachelor of Arts in Business Administration, Rasmussen College 3/2013

5/2012

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