Customer Service Human Resources

CHARLENE M. BIFULCO

****-* ***** *** **. Amherst, NY 14228 *******@*****.*** 716-***-****

PROFILE

Results-oriented for improvement, generation/facilitation, work-force management; communicate effectively with all levels of personnel; provide cost effective strategies. Use of Ascentis, PeopleSoft, Kronos and Capterra for HRIS.

Ability to lead and originate policies to provide a performance culture that shows knowledge, training, high standards, and recruitment with ongoing development for business success

Swift, analytical mind, dexterity, ethics and dependability

Skill communication, diplomacy and leadership

Analysis and natural foresight

ACCOMPLISHMENTS

Develop approaches to employee on-boarding and retention ratio

Reduce cost of unemployment claims

Initiate interactive for managers/staff to follow for compliance

Facilitate/present policy changes to increase manager skills, motivate staff and lower turnover, rectify union grievances

Guide multi-state/site associates

Provide staff maintenance

Continue research and study based upon human resources complementing the business cycle

Conduct new hire orientations and exit interviews for employees

Relay and implement practices for Affirmative Action, Hiring Procedures, Union Regulations and Mediation, EEOC, Labor Laws, Employee Relations, Workers’ Comp

EXPERIENCE

Human Resources - Hoover, AL 12/2012– 01/2017

Consultant for Contracted Positions

Results for improved P&L stats with staff and company policies

Analyzing customer service, employee morale, and goals for profit

Reviewing legality and follow-up of practices and procedures

Express Mart - Elma, NY 02/2016– 08/2016

Customer Service Associate

Exceed monthly sales goals

Provide outstanding customer service within a timely fashion

Originate promotion ideas

Fisher Price/Mattel – East Aurora, NY (seasonal) 11/2015– 02/2016

Consumer Relations Associate

Provide national customer service for consumers with Fisher Price, Mattel and Baby Gear products with defects, missing parts, ordering and installation

Assist consumers with payment and sales

Arrange for shipment, returns, product integrity, recalls and tracking

TSCI - Birmingham, AL 7/2010 – 10/2012

Regional Operations Manager

Monitor billing and collection ratios for urgent med care and ambulatory services

Improve and update Human Resources Management for 13 sites

Fiscal procurement of cost ratios, proper staffing levels, payroll and budgets

ITT Technical Institute - Bessemer, AL (contracted position) 10/2009 - 5/2010

Career Services Specialist

Conducted staff and student training for job growth, resume writing, interview techniques

Formulated business contacts to increase occupational placements

Administered Human Resources as per department and employment requirements

Atlas Rehabilitation, LLC - Birmingham, AL (contracted position) 9/2008 - 9/2009

Director of Human Resources

Carried out policies relating to all phases of Human Resources (Management training, Employee Relations for Corporate and foreign staff, personnel and medical records, compensation and benefits, labor law and employee separation)

Facilitated the development and implementation of new policies and procedures

Managed Manpower Planning of Personnel/Administration for medical travel assignments

MDVIP - Birmingham, AL (contracted position) 4/2008 - 8/2008

Human Resource Patient Advocate

Guided and trained Staff and Physicians to transition from a standard medical practice to a concierge type practice

Communicated with over 1800 patients to explain medical conversion and complied continuity of care

Hosted in-office and off-site events to answer patient questions and solicit new enrollments

Tara Cares, LLC - Birmingham, AL 2/2006 - 4/2008

Regional Human Resources Manager

Advised multi-state HR associates and Executives on all aspects of Human Resources with union and non-union long term care facilities

Administered Open Enrollment Compensation and Benefits with each facility director and staff

Presented R&R Task Force to identify recruitment and retention planning within specific markets

Medical Staffing Network (temp position while visiting family) - Buffalo, NY 6/2005 - 1/2006

Branch Manager

Ensure JCAHO compliance for CNA's, therapist's, LPN's, RN's for facility placements of per diem, contract and travel assignments

Work within budget for in-house and field staffing costs, P&L statements, aging invoices

Presentations at job fairs and universities for recruitment and B2B

Halifax Medical Center - Daytona Beach, FL 5/2002 - 5/2005

HR Compliance Admissions Specialist

Inpatient and same day surgery admissions plus acute care transfers with insurance completion and approval with preliminary coding

JCAHO and HIPPA compliance for all patients

Insurance verification and pre-certification for Medicare, Medicaid and private insurance holders

EDUCATION

Bachelor of Science in Health Service Management

CERTIFICATIONS & MEMBERSHIPS

Certification in Employee On-boarding

OSHA - Back Safety Course

Fundamentals of Business Management: Management in Perspective

BSHRM – Birmingham Society of Human Resource Management

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