Customer Service Human Resources
Resume:
SPRING TUDICH, PHR
CHENEY WA 99004
*******@***.***
QUALIFICATIONS
Laws and regulations, PHR Certification
Recruiting practices, techniques and sources
Strong skills in facilitating team building and an open work environment
Medical, dental, life, long term disability, deferred compensation programs and various retirement plans
Nondiscrimination testing, 5500’s, L&I
Experience working with Brokers, Benefit Management
401(k) Administrator
Payroll systems, Manual ability to obtain contributions and deduction for payroll, 401(k) ect.
Microsoft Office, Calendar Systems, SAP, ERP and MRP systems
Healthcare Authority Systems and Authorization, Department of Retirement Systems, Combined Fund Drive, FSA, Medical, Dental, STD, LTD, Optional Coverage
Manage program plans, goals, budgets, Manage adjunct contracts and performance standards
Create and manage job procedures, Benchmarking
EMPLOYMENT
SR. PROGRAM SPECIALIST, WASHINGTON HEALTHCARE BENEFIT EXCHANGE
Hire Date: 08/11/2014 – CURRENTLY EMPLOYED
In this role the Senior Program Specialist supports the Exchange and Call Center vendor and perform essential functions to coordinate and facilitate customer issue resolution. Essential functions include identifying and implementing business process improvements, developing and maintaining operating procedures and call center training programs, performing data analysis necessary to formulate call center strategy to improve customer experience and strengthen customer retention, and interfacing with Exchange, Health Care Authority (HCA), Department of Social and Health Services (DSHS), and Office of the Insurance Commissioner (OIC) subject matter experts.
Develop and maintain an advanced working knowledge of the Healthplanfinder system and Exchange ticketing system and related policy and business processes to support accurate customer issue resolution and strengthen customer satisfaction.
Facilitate meetings with vendors, internal staff and external partners to troubleshoot Healthplanfinder system issues and/or other account worker tools, specifically HCA Imaging unit, Customer Service Application and Self Service Utility.
Develop and maintain an understanding of call center metrics and reporting.
Provide technical assistance in developing and maintaining call center operational procedures, including customer service representative scripts, work flows, and desk aids.
Interface with the technical experts and provide direction to the vendor in the development of operational tools.
Provide technical assistance in developing the Customer Service Representative training curriculum. Interface with training and policy subject matter experts and provide direction to the vendor Training Manager in the development of the call center training course and materials.
Provide technical assistance in a developing a quality assurance program for the Exchange call center, including the development of a call monitoring program of the customer service representatives. Provide assistance and direction to the Call Center Quality Manager in the development, implementation and monitoring of the quality program.
Maintain and promote cooperative relationships to maximize team efforts and elicit support for the Exchange and its efforts.
Other duties as assigned.
HR GENERALIST/ RECRUITER, FANEUIL INC
Hire Date: 05/22/2013 – End Date: 08/08/2014
In this role the Human Resources Generalist/Recruiter carries out all of the day-to-day activities including human resources process management, recruitment, selection, compensation, employee relations, benefits, and employee relations.
Provide main point of HR contact for all employees in the call center
Sources, screens, and evaluated candidate applications/resumes for qualifications
Offers position to candidate, prepares offer letters and completes employee on-boarding
Conducts orientation sessions and explains benefits enrollment for new employees
Assists operations management with HR policy adherence, disciplinary actions and documentation
Works to develop requirement profiles with appropriate supervisors/manager
Conducts investigations regarding HR policy violations and appeals
Utilizes HRIS including Applicant Tracking System, Payroll and Time and Attendance software
Ensures up-to-date maintenance of employee records in accordance with legal requirements and corporate policies
Keeps up-to-date with any changes in related legislation
Additional duties and responsibilities as needed
HR SPECIALIST, PEARSON PACKAGING SYSTEMS
Hire Date: 06/27/2012 – End Date: 05/21/2013
In this role the HR Specialist is to administer programs, procedures and plans used in carrying out Human Resource practices; Responsible for the administration of the bi-weekly payroll process, workers compensation and OSHA reporting, benefit enrollment administration, leave management, and entry level recruiting and staffing.
COMPENSATION/ BENEFITS SPECIALIST, PURCELL SYSTEMS, INC
Hire Date: 04/05/2010 - End Date: 06/30/2012
Manage and coordinate all aspects of the Human Resources department including, but not limited to employee relations, benefits administration, total compensation, and legal compliance. Oversee, develop and administer the Company’s benefits plans and programs including, but not limited to qualify and non-qualified deferred compensation; flexible spending; health and welfare plans and; other Company developed plans. Direct and administer the Company’s total compensation and salary programs according to state and federal laws and regulations. Maintain and periodically report to senior management information regarding the Company’s personnel demographics and statistics including FTE data, attrition rates, safety performance, and EEO data. Prepare and distribute the payroll for all US sites in conjunction with third-party payroll administrator ADP. Perform vendor transactions including flexible spending account and 401(k) plan. Function as first point of contact for supervisors and managers for time and attendance and payroll questions and issues. Prepare payroll related journal entries for period-end; prepare reconciliations of expense and withholding accounts.
Participate on Corporate 401(k) Committee; organize quarterly meetings; record and distribute minutes. Ensure follow up on action items from meetings.
Work effectively with health and dental insurance broker in monitoring claim loss and in renewal process to minimize annual premium cost increases.
Review Human Resources policies and procedures including the employee handbook to ensure compliance with regulatory requirements. Notify Executive Management of potential risks or weaknesses in policy and recommend revisions. Ensure the Company’s operations and personnel are trained in compliance with these policies, as required by regulatory, ISO or TL requirements.
Document workflow and work procedures. Provide input on processes, procedures, materials, and services to support innovation and continuous improvement.
Assist in organizing the annual Benefits Fair.
Prepare and distribute benefit program annual notifications to employees as required by regulatory agencies.
Work with auditors to ensure timely completion of 401(k) audit and Form 5500 for all benefits plans.
Prepare year-end payroll audit schedules, including but not limited to monthly, annual and average headcount, accrued salaries, commissions and PTO, reconciliation of payroll related G/L accounts to state and federal annual reports.
PAYROLL/BENEFITS/AP, ALLIANCE MACHINE SYSTEMS INTERNATIONAL
Hire Date 11/19/2008-03/31/2010
Prepare and distribute the payroll for all US sites in conjunction with third-party payroll administrator ADP. Work closely with ADP to ensure accurate and timely administration of the payroll function. Maintain supportive payroll records. Assist human resource Department by performing a variety of HR related functions as directed. Assist accounting controller department with duties to support accounting, accounts receivable, accounts payable, auditing, and all functions as directed.
PROGRAM SPEC, EASTERN WASHINGTON UNIVERSITY
Hire Date 2006-2008-Work Study and Part Time
OFFICE AID II, EASTERN WASHINGTON UNIVERSITY
Hire Date 2006-2008- Work Study and Part Time
ACCOUNTANT, COMMUNITY COLLEGE OF SPOKANE
Hire Date 2004-2006 Work Study and Part Time
SERVICE WRITER, DEALERS AUTO AUCTION (DAA) NORTHWEST
Hire Date 2001-2003
EDUCATION
JUNE 2009 Bachelor of Science, Business –Major Human Resources
Eastern Washington University; Spokane Washington
JUNE 2006 Associate of Arts
Spokane Falls Community College; Spokane Washington
References available upon request
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