Customer Service Hr Associate

Jeremy Wright

*** ****** *****

Bartlesville, OK 74003

918-***-**** ***********@*****.***

Profile

Effective and respected team leader; Communicates well with people of all levels and roles; Works well under pressure; Creative problem solver; Adapts quickly to changing environments and new technologies/methodologies

Core competencies encompass: Leadership and Management, Effective Business Communication, Multi-tasking, Training Development, Software Training, Negotiating Skills, Analytics, Technical Writing, Strong Technical Skills and Strong Interpersonal Skills and Empathy

Software proficiencies include: Microsoft Windows, Advanced Level Microsoft Excel, Powerpoint, Access, Peoplesoft, Cognos Reporting, SAP, UPS Worldship, Adobe Photoshop, Quark Express, Pitney Bowes postage software and AutoCad, Advantage Harmony System

Education

Oklahoma State University: Bachelor of Science in Journalism/Broadcasting, emphasis in Advertising and Sales; recipient of Melvin Bouvard Scholarship for Fall 2002/Spring 2003 and the Oklahoma State Regents tuition waiver scholarship; also member of OSU Dean’s Honor Roll Spring 2002 and OSU President’s Honor Roll Summer 2003. OK DHS certified in Case Management, CD Pass and Assisted Living Case Management.

Career Track

Washington County Elder Care (08/14/18 – Present)

Back-Up Case Manager Supervisor

Reviews Harmony System for Care Manager accuracy and ensuring all documents are present for the yearly Advantage audit.

Coaching teammates when errors are found and letting them know ways to ensure they remember that step next time.

Provides input at Team Meetings with correct billing procedures and common activities that don’t get billed for that should, reminding the team if the action helps the member within the constructs of Advantage and related services to ultimately help the member, that it is a billable activity.

Care Manager

Reviews all new member’s and existing member’s current situation and develops a plan at initiation for new members, and yearly for existing members, and ensures all member’s needs are met and that they can safely remain in their homes while maintaining their health.

Reviews each member’s current situation each month and makes addendums to their service plan to meet their current needs.

Coordinates care with all service providers to ensure member’s needs are met.

Able to author plans using clear and concise language to minimize corrections/ updates and simultaneously using language that provides a clear message of why the member needs the service that is being requested.

Point of contact with Care Management Team for technological issues and providing guidance on how to effectively use Harmony.

Kindred Home Health, Healthcare Innovations, Oxford Healthcare (10/2016 to 08/2018)

Care Manager

Reviews all new member’s and existing member’s current situation and develops a plan at initiation for new members, and yearly for existing members, and ensures all member’s needs are met and that they can safely remain in their homes while maintaining their health.

Reviews each member’s current situation each month and makes addendums to their service plan to meet their current needs.

Coordinates care with all service providers to ensure member’s needs are met.

Able to author plans using clear and concise language to minimize conditions and simultaneously using language that provides a clear message of why member needs the service that is being requested.

Point of contact with Case Manager team for technological issues and providing guidance on how to effectively use Excel to maintain clients information in the most effective and efficient way.

Personal Care Assistant: Private Pay/ Girling Home Health (09/2015 – 09/2016)

Provide general care for members including errands, laundry, meal preparation, housekeeping and bathing.

Trained to provide ASR services which include catheter care, colostomy care and use of a hoyer lift.

Provide excellent care and customer service. Learns what the member wants and needs and builds a rapport with the member to foster a positive professional relationship.

Phillips 66 (04/2015-08/2015)

HR Associate

Supported Corporate and Commercial HR Execs and Supervisors by entering and maintaining HR Data.

Processed HR transactions in SAP and provided excellent customer service to my clients by answering questions and ensuring an understanding of HR policies and procedures.

Tank Consultants, Inc. (01/2013-09/2014)

Tech Writer

Supported various industries including: Oil and Gas, and all other industries that used above ground storage tanks including railroad and city municipalities.

Wrote reports from field inspectors that were sent to engineers and corporate executives for companies such as Magellan, Holly Frontier and Marathon.

Wrote reports to API-653 engineering standards. Familiar with storage tank structures and basic pipeline components. Well versed in oil and gas verbiage.

Ran mathematical formulas to determine tank structure suitability and need for repair. Also, ran formulas determining when the tank would need to be inspected at future dates.

Used Autocad to draw tank bottoms, roofs and other structures.

Aon Hewitt

Data Analyst (01/2010 to 03/2012)

Was responsible for pulling data from multiple systems, importing the data into Excel, extracting trends and provided process improvements.

Polled Leadership for report requirements, verified data sets, designed a report upon agreed specifications, and lastly, documented process so report could easily by processed by offshore resources.

Was responsible for creating step-by-step process documentation on a myriad of activities, ranging from report creation to payroll processing, so that the process could be performed by any employee.

Was the liaison between the operations team and IT team, ensuring projects were completed in a timely manner, and that expected performance was implemented in software updates.

Learning Domain Team Lead (04/2006 to 01/2010)

Primary point of contact for HR Executives, providing assistance with general inquiries, technical inquiries, and all other requests.

Provides assistance to call center associates when questions arose and processed escalations when requested.

Provided training to Pepsi and Prudential HR Executives on basic functionality, training activity creation, and report creation on their internal training software systems.

Was responsible for ensuring communication between the HR Executives and their internal IT departments on escalations, system updates, ensuring the IT department understood what the HR Executives needed and ensured the HR executives understood the limitations and priorities of the IT department.

Health Benefits Specialist (11/2004 to 03/2006)

Assisted employees with health benefit related questions regarding allowed changes, rules and regulations, enrollment, and eligibility issues. Also responsible for the processing of requests.

Acquired extensive knowledge in health and group benefits including COBRA regulations and guidelines, Flexible Spending Accounts, Disability, Life Insurance Pension and 401K accounts.

Remained in constant contact with healthcare providers for resolution of eligibility and claim issues.

Processed 401k enrollment and investment changes, payment distributions, rollovers, and general balance inquiries.

Counseled employees on pension-related decisions, types of pension payments and general questions.

Quiktrip Corporation

Credit Card Specialist/Payment Systems Coordinator (08/2002 to 06/2004)

Served as team leader of the credit card department, which was responsible for resolving credit card disputes.

Provided excellent customer service to customers regarding credit card problems and returned checks on both the telephone and Internet.

Maintained databases regarding credit card transactions and charge backs.

Negotiated with banks to help customers resolve credit card issues.

Created monthly expense reports regarding credit card charge backs and inquiries that were distributed company wide.

Saved company thousands of dollars by identifying, researching, and resolving potential payment systems issues that could cause increased credit card disputes.

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