Customer Service Human Resources

OBJECTIVE:

To attain employment within a progressive organization that will utilize both my strengths and knowledge, as well as give me an opportunity for professional and personal growth.

EDUCATION:

High School Diploma - Health Careers High School

College - University of Texas at San Antonio - completed 12 hours; San Antonio College – 15 hours completed

ADP – e-Time, ADP PCP ReportSmith Version 5, and ADP PC/Payroll Version 5 training courses, HRB

SUMMARY OF SKILLS:

Self-starter, Fast Learner, Critical Thinker, Team Player, Detail Oriented, Efficient, Organized, Problem-solver, Multitasker, Excellent Verbal and Written Communication Skills, Ability to Adapt to Changing Environments, MS Windows, Microsoft Office (Outlook, Excel, Word, PowerPoint), Blue Pumpkin, ADP PC/Payroll for Windows, ADP Reportsmith, ADP E-Time and Optima Attendance Controller, ability to Structure and Maintain Complex Spreadsheets in Excel, Ability to create and Maintain Macros in Excel, ADP HRB, Smart Search, HRP, Client Space, Notary Public

EMPLOYMENT EXPERIENCE:

Benefits Specialist

October 2015 – Present eEmployer Solutions, Inc. San Antonio, Texas

• Create and implement employee benefit portals for online enrollments for over 250 clients

• Responsible for communicating enrollment information to key contacts, including owner and C-Level Executives in order to ensure a smooth enrollment for employees

• Create and edit custom materials (forms, handbooks and flyers) using Adobe Illustrator and Adobe Professional

• Responsible for answering employee questions regarding enrollment, plans, cost and portal issues

• Enter employee enrollments into the HRP system; ensuring accuracy and timely enrollments

• Communicate any premium adjustments to the Payroll Department ensuring both the employee, client and our company are billed and/or credited correctly

• Create new benefit, client specific, enrollment plans for each company

• Created and maintained the employee discount program; including reaching out to vendors to get discounts, assisting employees with questions regarding discounts and keeping programs up to date

• Create complex ad hoc reports for external clients and internal clients

• Serve as support for all departments in the company as needed

• Provide outstanding customer service to all clients, both internal and external

Data Administrator – Implementation

January 2011 – October 2015 eEmployer Solutions, Inc. San Antonio, Texas

• Serve as the direct supervisor for the eESI Client and Guest liaison position

• Responsible for implementation of the Human Resources database including creating training materials, maintaining the database and training others on utilization

• Responsible for being one of the first contacts with new clients to ensure their smooth transition to our company

• Create complex ad hoc reports for all departments including using pivot tables, formulas and graphs

• Responsible for helping to maintaining the online Client and Employee portals including trouble shooting problems and ensuring up to date information

• Create and edit custom materials (forms, handbooks and flyers) using Adobe Illustrator and Adobe Professional

• Serve as support for all departments in the company as needed

• Work closely with the CEO on special projects

• Provide outstanding customer service to all clients

Human Resources Administrator

March 2007 – January 2009 TerraHealth, Inc. San Antonio, Texas

• Responsible for implementation of the Human Resources database including collection of initial information, maintaining the database and training others on utilization.

• Create monthly and ad hoc reports for the corporate offices.

• Work closely with Human Resources Director on the Affirmative Action Plan.

• Responsible for the implementation and maintenance of the company drug testing.

• Handle all Workers’ Compensations claims.

• Work closely with the Human Resources Vice President on special projects.

• Provide outstanding customer service to all clients.

Workforce Management Analyst

July 2005 – March 2007 Sato Travel San Antonio, Texas

• Analyze staffing needs on a daily, weekly, monthly, and long-term basis.

• Analyze historical data to forecast daily call patterns.

• Communicate with upper management and clients on daily basis to keep them apprised of client needs.

• Create ad hoc reports.

• Maintain daily, weekly, monthly, and yearly reports in order to track trends for clients.

• Create and maintain macros in order to more efficiently update reports.

• Create weekly call schedules advising management of staffing needs based on 15 minute intervals.

• Provide outstanding customer service to all clients.

Client Services – Major Accounts

January 2005 – July 2005 Automatic Data Processing San Antonio, Texas

• Receive calls from clients with payroll problems or questions.

• Analyze call to find best solution and options to the problem.

• Resolves issues relating to product capability and client product knowledge.

• Ensure that the client is utilizing the appropriate processing procedures.

• Develop and maintain a professional relationship with clients from all companies to ensure rapport is maintained.

• Make necessary adjustments and changes to company set-ups.

• Maintains position targets for quality survey scores, call volume and availability time which are set by region management.

• Develop and maintain a strong relationship with clients to ensure the utmost satisfaction with our company.

Payroll Administrator

October 2003 – January 2005 Golden Feather Realty San Antonio, Texas

• Serve as HR backup, ensuring company philosophy and ethics are the foundation of the decision making process.

• Ensure legal compliance with all state and federal payroll laws; determine accurate net pay and order manual check for terminated employees within the time limits prescribed by the specific state laws.

• Enter and maintain all deductions into ADP including benefit and government ordered deductions.

• Enter hours worked, bonuses, paid non-work time, and other pay into ADP as required to generate company wide biweekly paychecks and ensure accurate and timely pay for every employee.

• Collect and review time sheets from managers and human resource administrators.

• Collect data, audit, and maintain employee files and punches in e-Time.

• Utilize ReportSmith for ad hoc reporting; creating new reports or customizing existing reports.

• Develop and sustain a professional relationship with managers from all sites to ensure open communication between remote sites and Corporate.

• Maintain employee files in ADP and tracking database according to company policy.

• Track all employee attendance for compliance to company policy on a weekly basis.

• Assist and communicate with all employees and HR staff regarding pending personnel issues.

• Organize and distribute paychecks.

• Assist with updates and creation of company policies and instructional manuals.

• Complete and maintain files on all verifications of employment.

• Review insurance bill for accuracy ensuring that all employees that are receiving benefits are listed and all employees not or no longer receiving benefits are removed or not listed.

• File all documents and files and maintain all files and paperwork of current and previous employees.

Regional Scheduling Coordinator

March 2003 – October 2003 Blackmon Mooring Steamatic San Antonio, Texas

• Determine staffing needs for a day based on number of jobs scheduled in a day; analyzing the size of the job to determine estimated length of time to complete the job.

• Data entry of all work orders; enter employees whom worked on a specific job in order to pay commissions for sales and work done; enter length of time each employee worked on a job.

• Responsible for quality control of all information entered into the computer; verify information is complete and correct; verify the correct person is entered on each job; verify number of hours entered is correct in order to ensure paychecks were correct.

• Organize and update all filing for different job classifications (mold, water damage, carpet cleaning/HVAC); developed filing system to make file location easier and more efficient.

Workforce/Planning Analyst

January 1994 – October 2002 West Corporation San Antonio, Texas

• Extensive program management, including the development of innovative and effective workforce management and performance systems.

• Write and edit instructional manuals and training guides for new company programs.

• Client completion plan development and adherence.

• Development and maintenance of inbound staffing and training models.

• Inbound/Outbound calling schedule preparation and detailed inventory analysis.

• Work directly with client and client services to ensure quality performance.

• Hiring and training needs assessment.

• New project set-up and project parameter modification.

• Maintain strong working relationships with multiple departments, ensuring smooth transitions of projects and the resolution of project problems in a timely manner.

References Available Upon Request

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