Customer Service Human Resources

ROSALINDA ORTIZ

SUMMARY OF QUALIFICATIONS

Superior multi-tasking skills without sacrificing quality of work

Ability to prioritize multiple projects

Strong analytical skills

High perseverance to resolve issues

Excellent oral and written communication skills

Work well with a team and independently

Strong attention to detail

Self-motivated and demonstrate dedication in all work tasks including establishing and accomplishing personal goals

PROFESSIONAL EXPERIENCE

February 2000 to September 2015

Kohl’s Corporation – Menomonee Falls, WI

Human Resources Administration Specialist (June 2013 to September 2015)

Maintain HR personnel information in accordance with company policies for internal and external HR partners.

Provide administrative support to external vendor partners

Created and updated process documents for various processes within the department

Set up, record and maintain personnel files as it pertains to Worker’s Compensation files and 401K files for 700+ employees

Supported 700+ employees regarding benefit inquiries via email and/or telephone

Supported Recruiters and Generalists with offer letters, termination entry, new hire entry

Complete daily administrative tasks to support HR processes such as Tuition Reimbursement and Vacation Buy Program

Support internal and external partners through timely transaction execution including payroll & termination data entry

Support company-wide HR initiatives such as Benefits Enrollment and the Annual Performance Review processes

Assisted Corporate and internal associates with open enrollment visiting several store locations and within Corporate

Complete HR related transactions utilizing AON Hewitt, People Soft & Kronos Programs

Provisional Compliance Policy Analyst (July 2011 to June 2013)

Provided support for Analysts and Senior Analysts with accountabilities.

Assisted and took ownership in completing Capital One Requests and internal audits including AML work items

Created audit procedures for Compliance including the Mini Miranda Audit

Identified and implemented process improvements to reduce Associate and systemic errors for the Collection’s Department

Provided Collection Managers with recommendations for process improvements regarding the Settlement Process

Gained knowledge of several systems to efficiently contribute to Compliance

Bilingual Quality Assurance Advisor (November 2009 to June 2013)

Create internal audits for monitored calls and data entry work for Card Services to ensure procedures adhere to Kohl’s guidelines.

Communicate consistently with other departments to ensure regulations are utilized

Collect data and present trends gathered from audits to the Lines of Business Managers for development opportunities

Create several procedures for QA Team including the Fraud Assessment Reporting Procedure for Compliance

Assigned special projects by Manager and Compliance relating to Capital One Regulations including ACH Script Trending Project

Execute several Ad Hoc and CIS reports for the Quality Assurance Team’s Accountability and Incentive Program

Consistently achieved highest level of performance while meeting deadlines for special projects

Retail Payment Solutions Specialist III/Bilingual CSR (February 2000 to November 2009)

Card Support Underwriter: Processed applications pending in system thoroughly and efficiently by reviewing credit bureau information.

Assisted Compliance with developing a new policy and procedure flow chart for pending applications

Identified trends for other departments for resolution

Partnered with Compliance, Risk, and Systems Department to ensure procedures are aligned with regulations

Ability to decision a significant amount of pending applications without sacrificing accuracy

Recognized as top performer in the Department

EDUCATION

Capella University (2014 – Present)

Master’s Degree – Business Administration with a Concentration in Human Resources Management

Capella University (2009 – 2012)

Bachelor's Degree – Business Administration – Dean’s List

References shall be furnished upon request

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