Human Resources Customer Service

KRYSTAL VELASCO

Mesa, AZ ***** 602-***-**** *******.*********@*****.***

Professional Summary

Highly qualified & well developed team leader with extensive experience in all aspects of customer service. Accomplished leader repeatedly recognized for outstanding performance, exceeding goals and generating revenue. Proven ability to de-escalate customer complaints through critical thinking. Solid leader with special capabilities in group training, strategizing and implementing company policy.

Skills

Proficient in Argus, GCP and RX Look Up

HIPAA Law

Type 40+ words per minute

Proficient in Microsoft Word, Excel, Database and Powerpoint Medical Terminology

Payroll processing for national accounts

Probusiness

Human resources

Work History

Human Resources Generalist and Payroll Specialist 09/2019 - 05/2023 Manny Appliance Repair – Phoenix, AZ

Oversaw and managed hiring process and assisted human resources. Reviewed existing policies and procedures to make recommendations for enhancing work productivity, recruitment, hiring processes and talent management.

Planned and managed recruitment activities for new hires using strategic personnel, staffing and position management practices.

Partnered with senior leadership to establish and develop corporate and HR policies and procedures. Analyzed issues and employed improvement processes. Improved customer service rankings by quickly resolving issues to improve overall satisfaction. Contributed to annual performance appraisals by working with supervisors to achieve consistency and compliance with established procedures.

Provided troubleshooting and technical assistance in use of PeopleAdmin system. Implemented quality control initiatives to reduce downtime and increase revenue. Reviewed and screened applicant resumes to identify qualified candidates. De- escalated customer's escalations. Resolved all escalated matters. Processed weekly payroll, processed terminations, hires, Leave of absence. Quarter end and year end processing. Processed tax adjustments. Human Resources Generalist/ People Services 02/2019 - 08/2019 Facebook (Contingent Worker)

Managed all aspects of leave administration, including employee notifications and vendor management, disability programs and health benefits

Communicated with potential hires to provide clarity on expected tasks, compensation and policies Managed inbound employee inquiries, identify needs, process transactions in Workday, Salesforce and other systems, and escalate issues and re-assign inquiries, as required Maintain a commitment to our service level agreement (SLAs) around responsiveness and employee satisfaction Maintain detailed and accurate documentation for each case Attention to detail

Complete regular date quality reviews and audits

Payroll Specialist 08/2017 - 01/2019

ADP

Prepared and processed semi-monthly, bi-weekly, and daily payroll for over 10,000 employees. Investigated, resolved, and responded to inquiries regarding payroll, benefits, 401k, matters. Designed HRIS system, transitioned from manual process and achieved compliance. Coordinate and process multistate payroll and ensure that all active, leave, new hires and terminated employee wages earnings, tax withholding and benefit are correct.

Verified control totals to ensure all wages were accurate. Quarter end and year end processing Processed tax adjustments Lead production calls. Delivered excellent customer service, resolved service request, client audits.

Process manual checks as needed. Process garnishment requests in compliance with orders. Maintained a high level of confidentiality with sensitive information Resolution Specialist 01/2013 - 01/2017

Humana Pharmacy

Resolved formal written, verbal, and electronic member correspondence in accordance with applicable regulatory requirements, external laws and accreditation standards. Developed and maintained contact with key individuals in research and resolution of complaints to ensure timeliness of resolution of the provider/patient relationship.

Issued benefit payment and medical necessity adverse determinations. Researched and resolved complex customer account disputes and billing related issues. Resolved all escalations with doctor offices and pharmacies for patients. Developed and maintained positive customer relations. Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance

Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from, protecting company reputation and loyal client base Worked with Managers to resolve escalated problems, improve operations and provide exceptional customer service Formulated focused and individualized resolutions aimed to peacefully settle disputes Coached customer service representative on calls

Trained new hires in call center environment following standards and procedures Bilingual Customer Service Representative 12/2011 - 12/2013 Humana Pharmacy

Documented customer inquiries by using established best practices. Empathized and built lasting relationships with customers. Complied with all HIPPA and CMS regulations.

Processed medication refills for members.

Reviewed and confirmed refill order statuses with members. Educated members on insurance benefit package.

Data Technician 08/2010 - 05/2011

Stream Global

Drive sales and profitability by providing personalized guidance to consumers to help identify and qualify the appropriate solution to meet the customer's needs.

Successfully diagnosed smartphone device and followed procedure to ensure issue was resolved. Provided phone service expertise by resolving technical issues. Performed all opening and closing functions, daily balancing and reconciliation process. Education

High School Diploma 2007

Sierra High School - Glendora, CA

Associate of Science

Central Arizona College - Maricopa, AZ

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