Human Resources Customer Service
Resume:
JENNIFER L. DI MAURO
***************@*****.***
Summary
Human Resources experience with 20 years of experience in elevating the value of the HR function with advanced analytical proficiency, and strong business acumen. Effective strategic communicative skills with proven expertise, addressing key stakeholders through informed solutions and insightful consultation. Well organized and detail oriented with demonstrated experience in support of organizational staff and management.
Analytical, proactive, and observant of key objectives and requirements to anticipate needs of a high-level management team.
Work Experience
APS
November 2021 – Present
HR Service Associate
Provide primary phone and email support to leaders, employees, retirees, dependents, and beneficiaries on HR policies, processes, programs, benefits, initiatives, and guidelines
Assist escalated customers on highly sensitive issues or complex situations by appropriately applying company policies, utilizing internal processes, researching information, and interacting effectively with other HR departments. I provide effective customer service to resolve inquiries and issues promptly and courteously
As the SME, I support a variety of HR programs and benefits such as, employee transactions (promotions, transfers, terminations, etc.) within PeopleSoft, annual benefits open enrollment, and retirement. I also provide peer review of work performed by HR Service Center Associates to ensure accuracy and customer service levels are maintained
Serve as mentor for and provide training to less-experienced team members which includes informal daily interactions, scheduled one-on-one or group training sessions, and specialized staff meeting presentations
Update process documentation to ensure clear and concise instruction of important process and procedures
Participate in continuous team improvement projects to increase the efficiency and effectiveness of HR process
Proactively identify and implement process improvement opportunities to gain efficiency and effectiveness of service center
Fund 401k on a monthly basis
Process life insurance claims for active employees, retirees and eligible dependents.
Quality Staffing America (CVS Caremark)
June 2021 to August 2021
Consultant, Licensure and Certification
Responsible for administration of pharmacy survey and re-credentialing process with attention to detail, quality and accuracy
Verified and document status of pharmacy credentials from primary source
Communicated with pharmacy and issue immediate resolution
Performed research as needed
Monitored and respond to high volume email
Bank of America
December 2020 to April 2021
Project Manager
●Delivered COVID-19 event support to managers and employees of Bank of America/Merrill Lynch via telephone and email
●Accountable for executing talent activities across multiple workstreams using PMI best practices, setting the direction while ensuring outcomes are met, and the team delivers with high quality. Plan for dependencies with other groups and functions and identify risks and issues early to mitigate appropriately
●Provided on-going communication of various HR initiatives, projects, and general communication
●Managed multiple cases simultaneously while prioritizing the most urgent needs
●Escalated as appropriate within team leadership structure and processes
●Thoroughly and completely documented cases in case management tool
●Exemplified the Bank of America Core Values in each interaction with team, clients, and stakeholders
Health Choice of Arizona (formerly IASIS and Steward), Phoenix, AZ March 2016 to June 2020
HR Generalist/Project Manager
●Progressive HRIS and Project Management experience, managing, implementing, and supporting HR system and functions within Lawson (HRIS system)
Created new employee record
Processed employee personnel change, employee promotion, demotion, salary changes, etc.
Completed employee termination
Completed record corrections as needed
Manually adjusted leave pay hours
Facilitated employee benefits enrollment, changes, and terminations
Manually adjusted benefits and premiums as needed
●Responsible for oversight of HR Compliance as well as HR services
●Managed several Lawson projects. Including Successfully completing several system and mass employee record updates and preparing system conversion
●Worked with key stakeholders to develop strategic staffing plans that effectively optimize the talent platform and addressed performance gaps
●Managed and resolved complex employee relations issues. Conducted effective, thorough, and objective investigations
●Designed, configured, and tested complex reports
●Maintained data integrity in HRIS system by running queries to validate data
●Routinely verified all licensure credentials within Lawson and to ensure compliance, good standing, and active status with boards
●Routinely audited job descriptions, pay detail, job codes, to ensure accuracy and compliance
●Generated various reports (employee, salary, leaves, trends, etc.) weekly, monthly, and other custom reports as needed
●Audited monthly Terminations for compliance regulation
●Met deliverable deadlines
●Provided employee support
International Genomics Consortium-Phoenix, AZ January 2015 to November 2015
Administrative Assistant/Logistics Coordinator
●Prepared expense reports for executives; coordinated travel arrangements; coordinated and prepared executive level and general office meetings
●Maintained inventory levels of standard office supplies, materials and initiate requests as needed
●Created, merged, and printed accurate patient billing letters and envelopes by the bulk on a weekly basis
●Negotiated pricing with service, office supply vendors and caterers regularly
●Updated database with accurate case specific patient information
●Created numerous Sample Kits and provide QC for various studies
●Accessioned samples for various studies. This includes proper documentation for each case; ensured the safety of specimens are not compromised; accurately stored specimen and documented its location; provided immediate and consistent communication
●Managed Bio-repository client account from inception by organizing the specimen pick up, tracking the transfer and storage, and maintaining detailed and accurate location records
Phoenix Children's Hospital-Phoenix, AZ September 2011 to January 2015
HR Services Specialist
●Responded to inquiries and requests from internal and external customers using and referring to resources as needed
●Answered HR multi-line telephone and assist callers by using and referring to resources as needed
●Assisted in the maintenance of confidential HR files and records to ensure current and accurate documentation
●Assisted employees with Direct Deposit requests and ensured accuracy prior to processing
●Managed on-boarding of new hires and transfers
●Audited Position Manager - including updating all the positions with the current job descriptions (per Success Factors), correct grammar and punctuation and style for consistency
●Coded and tracked requests for AP payments through Workflow ensuring charges are correct
●Entered and maintained employee data and status changes within Lawson (HRIS database)
●Maintained inventory levels of standard office supplies, materials and initiated requests as needed
●Managed Trip Reduction Program mandated by the county for the entire Phoenix Children’s Hospital staff
●Managed HR email inbox and responded to all messages immediately
●Performed front desk/receptionist duties for HR which includes greeting, assisting, and directing employees and visitors
●Provided a variety of diversified administrative support to the HR department in addition to miscellaneous job-related duties as assigned
●Provided exceptional customer service to executive management, employees, visitors/ guests
●Provided VOE for credentialing and draft VOE letters as needed
●Verified all RN/LPN/CNA licensure to ensure compliance and active status
Affiliated Computer Services Inc- Phoenix, AZ May 2005 to August 2011
HR/Payroll Assistant
●Addressed all employee HR and payroll questions and concerns quickly and efficiently and provide a quick resolution by working with various departments within ACS
●Assisted with providing support during open enrollment
●Assisted in development of internal request and reporting tool
●Developed process and procedures to simplify the steps of new hire, terminations, and LOA; and to ensure all policies are followed
●Implemented FEPS to streamline payroll
●Opened FMLA/STD claims for employees as needed
●Performed administrative and other related duties as required and assigned by executive management
●Prepared timesheet and salary wage report for auditors, and attendance report for management
●Processed site payroll through FEPS, make necessary payroll adjustments and issue manual checks as needed
●Provided FEPS training and support to management and employees. In addition, maintained and updated the FEPS user manual for “Hourly Employees” and “Supervisors/Managers”
●Verified I-9 for all new employees and re-verification using E-Verify
EDUCATION
Glendale Community College Glendale, AZ August 1998– April 2000
Major: Global Business
Paradise Valley Community College Paradise Valley, AZ January 2002 – April 2002
Major: Criminal Justice
Estrella Mountain Community College Avondale, AZ January 2003 – April 2004
Major: Criminal Justice
ADDITIONAL SKILLS
Proficient in Microsoft Office, FEPS, Kronos, PeopleSoft, Workflow, Lawson, Position Manager, SharePoint, Success Factors, Type 75+wpm, 10 key-by-touch, extremely detail and data oriented, organized, punctual and customer service focused.
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