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Customer Service Management

Lafayette, California, United States
October 18, 2016

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Elaine Stephanie Pritchard


Exceptional business professional working on efficient team organization successfully managing multiple administrative projects simultaneously with varies HR, on boarding and supporting multiply teams duties. Proven competencies as an office administrator with the ability to empower others and foster cohesive business environments. Consistently leverage organizational capabilities to facilitate well-run and streamlined office operations. Deliver outstanding results leading to increased levels of responsibility and recognition. Well-developed interpersonal communication skills to work effectively with people from diverse professional and cultural backgrounds.

Skills & Qualifications:

Detail Oriented

Scheduling, Training, and implementing company polices

Strong Communication Skills

Vendor Management

Microsoft Office


Payroll Systems

Lotus Notes









Compensation & Benefits

Project Management

Business Policy

Training & Development

Human Resources

Generation, Analyzing, & Reports

Travel, Calendar, Meeting arraignments

Budget Control and Preparing

Benefit Plans and Open enrollment

On Boarding employees

Claims and Benefit issues

Management experience

Recruitment, and handling job postings


Data Analyst

Employer: CVS Health, Concord, CA - FTE

August 2013 –April 2016

Regional HR Executive Administrative Assistant

Assists new hires with new-hire paperwork; reviews for completeness and forwards to corporate HR in a timely manner.

On-boarding new employees, drug and background checks and verifications

I-9 Employment Eligibility Verification, E-verify (if required) and Affirmative Action

Maintaining employee files according to Company policies, state and federal guidelines

Budgeting for executive and district managers

Excel reporting – V-lookups or macros or pivot table

Career and interview fairs enrollment

Working with candidates resumes and on boarding them thru the system

Handle training and recruitment for different positions in our four states for employment

Matching grads and future employees with the correct role and position according to their skills and training

SharePoint experience: updating, creating and using folders, reports and schedules and reporting

Enrollment and benefit issues for employees working with Cobra, FMLA

Expense reports, travel arraignments, calendar maintaining

Utilizing SharePoint for content analysis

Creating memos, calendar events, excel spreadsheets

Provide support for 4 regions and districts thru HR issues and events and career fairs

Working in SAP in multi areas

Working with marketing and public relations in different advertisement programs for recruitments

Working with HR manager and co-partners in recruitment and maintaining the recruitment reqs for four different states

produce and update daily, weekly and monthly reports for executives, and district managers

Coordinate meetings independently, manage travel/calendars, manage key office processes, expense management

Environment: SAP, Excel, Ariba, Oracle, PeopleSoft, SharePoint, Concur, HRIS, Payroll, Citirix

Employer: Pleasanton Counseling Center, Pleasanton, CA

January 2011 – Present

HR Administration & HR Support

Provide wide range of administrative support, from filing and billing, to answering phones.

Taking and gathering information for intakes from future clients and helping to match them up to the right therapist

Treatment studies and case management

Working with clients with mental issues in job searching and interviewing techniques

Working with clients in finding resources in job hunting and living skills

Customer service dealt with in/out bound calls

Environment: MS Office Suite, SAP, HRIS

Employer: JFK Counseling Center, Concord, CA - FTE

January 2008 – January 2012

HR Administrative Support

Provided basic administrative service

Presented intakes of future clients to JFK evaluation group

Provided counseling to individuals and groups in a therapeutic way

Customer service dealt with in/out bound calls

Working with clients in job hunting techniques and skills in interviewing

Interned in Mt. Diablo School District at the Jr. High Schools in the area of therapeutic counseling

Member of the Evaluation Committee of JFK Counseling Center

Environment: MS Office Suite, Excel

Employer: United Healthcare, Concord, CA - FTE

January 2008 – July 2009

Client Service Center Representative

Working in SAP in maintaining records and information bases, reporting and other areas

Performed customer service and administration services in a call center/headset environment while handling multiple phone lines and computer screens

Liaised with numerous HR departments, vendors, providers, and customers in the areas of billing, claims, customer service, policy education, and contracts

Customer service dealt with in/out bound calls

SharePoint experience: updating, creating and using folders, reports and schedules and reporting

Worked with sales department and reached out weekly to various companies on services required changes and updates to contracts and claims

Environment: SAP, MS Office Suite, PeopleSoft, Oracle, Lotus Notes, HRIS, Payroll

September 2007 – January 2008: Seeking employment and school.

Employer: AT&T, San Ramon, CA - FTE

May 1999 – September 2007

HR Supervisor Assistant

Working in SAP in scheduling, building and maintaining records and data bases, payroll, scheduling

Worked in a call center/headset environment handling high call volume from low to high urgencies

Interview and training employees and future employees for ATT

SharePoint experience: updating, creating and using folders, reports and schedules and reporting

Handling on boarding and HR duties for recruitment for department

Customer service dealt with in/out bound calls

Assigned work schedules for numerous departments and dispatching team and building specialist

Responded to union issues for compliance with union rules and guidelines

Worked with numerous data bases and software

Environment: SAP, Oracle, Lotus Notes, MS Office Suite, HRIS, Payroll


MA Psychology John F. Kennedy University, Pleasant Hill, CA 2010

BA Psychology Holy Names University, Oakland, CA 2006


Sheppard’s Gate 2011-Present

Residential Home for Abused and Recovery Women

Residential Facilitate groups and do individual counseling to the women at the recovery shelter.

Setting goals and education women on life skills and day to day activities from job hunting, to budging to applying for general assisting

Working on addiction recovery, anger issues, trauma, and reentry into the work force.

Working with clients recovering from domestic violence.

Anger groups.

Parenting issues and educating.

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