Zulma DuBose

502-***-****

addk50@r.postjobfree.com

EXPERIENCE

Humana Louisville, KY

Bilingual HR4U Support 2016– 2019

First point of contact support to incoming calls/emails/requests from employees to answer questions, resolve issues, and respond to inquiries related to HR processes and systems

Track caller inquiries and requests and communicates resolutions and updates using ticket management tools and other tracking tools

Provide accurate, consistent and timely responses to HR process, system and policy requests Perform basic administration processing and verification of required documentation

Educate employees on company practices and tools (e.g., HR4U webpage) to encourage employees to resolve questions on their own and support self-assistance functions

Meets key performance measures such as first call resolution, average answer speed, and call quality and other call center metrics

Report systems problems that may affect departmental standards

Complete testing and implementation of new services and systems as needed

Interact with multiple departments to resolve employee inquiries; Investigate and resolve escalated employee service issues or complaint

SAKS Incorporated Jackson, MS

Bilingual Credit Supervisor 2009 – 2016

Maintain constructive, viable, positive relationships and communications with In-Store associates, customers, and credit and collection agencies

Maintain accurate and current customer account files and related information

Oversee credit department functions and provide supervision / coaching to credit department team; plan and direct credit function activities, scheduling and duties

Understand, implement, maintain and help enforce credit policies and procedures

Assist in establishing and maintaining appropriate customer credit limits and customer credit management policies and procedures

Conduct credit analyses, reviews and investigations on customer accounts; communicate trends and opportunities for general improvements

Communicate with management regarding existing, potential and prospective customer account credit and/or collections issues

Zulma DuBose

502-***-****

addk50@r.postjobfree.com

EDUCATION

Mississippi State University Starkville, MS

B.S., Sociology and Criminal Justice May 2000

Certificate Criminal Justice and Corrections

SKILLS

Ability to multitask with focus on details

Strong verbal and written communication skills in English and Spanish

Effective engagement in teamwork

Proficient in MS Office Programs including Word, Excel, Access and PowerPoint

High quality data entry/ 10 key

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