Selina Zertuche

**** ****** ***** *** *** • San Antonio, TX • 210-***-**** • acvl5d@r.postjobfree.com

SUMMARY

Reliable leader with a combination of over 10 years of experience in management and human resources.

Exceeds in human resources by leveraging my positivity, knowledge, and experience to improve business performance, system resources, and team member development.

Utilize my Health & Life Insurance license to improve benefits for the company.

AREAS OF EXPERTISE/QUALIFICATIONS

HR Consultation

Benefit Programs & ERISA

HR Policies, Procedures, & Reporting

Quality Assurance

Orientation & On-boarding

Workforce Analytics

Behavioral & Panel Interviewing

Performance Management

Team Training & Development

ER Investigations

E-Recruit/TAMS/PeopleSoft/Oracle

Budget and Financial Accountability

Leadership

Project Management

EXPERIENCE

Catto & Catto, LLC, San Antonio, TX 2015-2016

Benefit Account Manager 2015-2016

Manage employee benefits administration, assisting current and new clients with benefit questions, claims, and billing issues to a successful resolution.

Manage and coordinate the pre-renewal and renewal process for health insurance. Act as a liaison between clients and healthcare companies to negotiate and shop around to ensure the client received best insurance coverage for the lowest insurance premium.

Organize and lead client presentations, to include employee open enrollment meetings.

Lead the process for plan enrollment including employee communication, case submission, and plan implementation.

Serve as resource to clients for a current market conditions and ongoing benefit regulation changes.

Assist HR with any HR policy or procedures.

Create and maintain reports to ensure compliance with all HR and benefit laws.

Millennium1 Solutions, San Antonio, TX 2014-2015

HR Generalist/Recruiter 2014-2015

Assist with creating the new US company handbook and ensure all new policies are in line with Texas laws and best practices.

Meet several high volume recruiting mandates by reviewing resumes, prescreening applicants over the phone, conducting face to face interviews, and offering jobs.

Work with clients to ensure I am hiring representatives that will nicely fit their needs.

Create and maintain consistency regarding policies and disciplinary action.

Ensure new hire paperwork is correctly filled out and maintain accurate files for the entire San Antonio site, which consist of 155-200 people at any given time.

Conduct exit interviews to assist with improving policies and processes.

Maintain and analyze reports to ensure all employees in Texas are getting enrolled in benefits once they become eligible.

Investigate and resolve any HR issue regarding inappropriate conduct.

Wells Fargo, San Antonio, TX 2008-2014

HR Service and Delivery Quality Monitor 2013-2014

Audit approximately 130 calls and emails that come into the HR Service Center monthly to ensure all HR Customer Service Representatives.

Provide written coaching and feedback to HR reps in multiple states daily.

Facilitate monthly Quality Assurance calibrations virtually with management.

Facilitate QA calibrations for new hires and new skill training to ensure they understand quality expectations and the whole QA process.

Create and edit HR procedures to assist HR reps in performing at optimal levels.

HR Service and Delivery Team Lead 2012-2013

Supervise 15+ HR customer service reps in their day to day duties.

Manage HR cases, resolve escalated customer service issues; support training and coaching of staff; monitor phone calls/emails and provide feedback.

Partner with a wide range of employees and departments in support of company initiatives including Corp Benefits, HR Advisors, Consultants, Managers, and Recruiters.

HR Customer Service Representative 2008-2012

Provide coaching to my peers to improve customer service and handle times for our whole team.

Interact with employees via telephone and email to answer questions and provide assistance in the completion of human resources transactions in Staff Management and Online Recruiting.

Explain benefits (including insurance coverage) to team members in order to assist them in completing benefits enrollment.

USAA, San Antonio, TX 2001-2008

Lead Claims Adjuster 2005-2008

I provided coaching when necessary, monitored daily activities, work performance, attendance, and conduct issues ensuring the highest level of sales and service.

Assigned claims to our adjusters based on specific workloads and claim amounts to ensure that customer’s issues were resolved in a timely manner.

Performed HR functions such as prescreening applicants, interviewing, hiring, and ensuring team members adhere to company policies increasing productivity of overall call center.

Provided training to new hires or transfer Adjusters.

Total Loss Claims Auto Insurance Adjuster 2003-2005

Became a licensed adjuster in several states.

Sent out, reviewed, and filed title and POA paperwork for totaled vehicles specifically in northeast and southeast regions.

Handled total loss property damage claims up to $50,000.

Auto Insurance Agent 2001-2003

Became an auto and property licensed agent in multi-states which allowed me to make changes to current auto, homeowners, personal article floater policies.

Offered additional services to our members such as credit cards, IRA’s, and financial planning.

Explained policy details and went over legal contracts.

References Available Upon Request

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