Service Delivery Customer

Asia Coleman

Charlotte, NC ***** • 980-***-**** • ****************@*****.***

Professional Summary of Qualification

Highly accomplished management professional with over 10 years of professional leadership experience in a Benefits Administration, HR. Payroll, and Learning and Development while utilizing systems such as workday, PeopleSoft, Brassring Applicant Tracking System, CSpro, and Siebel Case Management System. I am seeking to expand and transition to an exciting leadership role within a progressive organization. Keen ability to drive operational excellence and provide direction and a support structure, using effective resources to enable the teams to deliver high performance. Proven ability to analyze and resolve problems. Passionate about engaging, coaching, training, and mentoring team members in providing outstanding customer experience while focusing on business and interpersonal associate development.

Professional Experience

Talent Partner Quality Leader Specialist (Contract) March 2021 to Present

Alight Solutions/Randstad

oversee the daily quality deliverables completed by the Team Leads.

Provide training needs assessments working directly with senior management and our clients to determine training needs and delivery methods.

Takes traditional small-scale classroom training and redesigns for large scale remote/online training.

Utilizes appropriate delivery techniques to include 100% remote, onsite classroom, and blended trainings.

Partners with development team to determine the best method and focus in a call-center environment.

Work with senior management to create an exceptional onboarding experience and provide training for all new hires.

Team Leads utilize their coaching prep plans (Seasonal TLs lite version)

Coach the Coach (Ongoing only)

Quality Training provided to Team Leads on the clients being served and the training of the process.

Ensure TL readiness for coaching (e.g., attended full domain & client team training, MIT, & and has appropriate tool access)

Central Talent Acquisition ACC Admin June 2019 to December 2020

Lowe’s Companies Inc.

Review candidates for basic qualifications, posting jobs to the appropriate job mediums

Assist with phone screening - interviews as needed.

Contact candidate to confirm start date/personal information to complete new hire process.

Ensure all candidate experience is a priority and candidates have a touch point within 24 hours of application submission.

Works regular with TA technology including the applicant tracking system, job boards, and candidate relationship management tool

Plans and coordinates activities associated with external candidate interviews including but not limited to travel, catering and scheduling at various meeting locations

Escort candidates to interviews, demonstrating a polished professional presence to ensure a positive experience for everyone participating in the interview process

Reviews, and evaluates candidate background checks in accordance with established policies and guidelines and facilitate follow-up communication with candidates (including pre-employment drug screens).

Coordinates and facilitates offer letter process for new hires.

Assists with new employee orientation.

Source and screen top talent using industry leading recruiting tools and social media

Build relationships with top candidates and establish a pipeline of qualified resources

Conduct personal interviews via phone, video and in-person meetings to qualify candidates for open positions with our clients

Perform thorough reference checks

Alight Solutions (Contract) July 2016-November 2018

Workday Specialist

Help identify the accuracies and completeness of all submitted Short-Term disability Claims in Workday system.

Obtain needed information from MetLife to complete and process compensation through Corporate Payroll.

Research and resolve discrepancies between associates and leave request.

Provide extraordinary customer service to Bank of America Client, MetLife the Vendor, and internal colleagues to ensure timely completion.

Maintain leave of absence documentation, files and data using Siebel, Workday, and SharePoint systems.

Understanding key business activities for impacted employees and analyzing current incentive compensation arrangements

Run report in Workday to keep client updated and informed of any employee’s leave of absence.

American Red Cross December 2013 – July 2016

Human Resource Assistant

Onboarding by assisting with new hires/volunteers to complete new hire HR, payroll and agency paperwork in a timely manner through the access of Workday, CS Pro, and Time Tracking in ADP payroll processing.

Developed core bucket training and conducted training for new hires, provide payroll information by collecting time and attendance records, run I-9/ E-Verify queries on new hires and provide employment verification

Consult with HR Service Delivery to provide resolutions to escalations through case load management and follow up with HR Service Delivery in a timely manner

Developed Standard Operating Procedures (SOP) and processes to standardize workflows, while developing, and promoting collaborative relationships between Human Resource Assistants and the Human Resource Advisors to ensure team members concerns were resolved.

Maintain data accuracy in HRIS System for Unemployment Claims, terminations, Leave of Absence, salary increases, support Human Resource Service Delivery by completing up to 60 employees request a day

Support and maintain the employee engagement programs and initiatives that support the organizations Purpose and Culture to develop Servant Leaders.

Develop and communicate positive employee relations strategies and retention initiatives that foster and promote a culture of excellence

Wells Fargo Corporate

Human Resource CSR II July 2008 – December 2013

Interpret and explain human resource policies, procedures, and standard regulations per HR Advisor Intake.

Used PeopleSoft database extensive to work on queries regarding payroll, benefits, and Staff Management

Supporting Managers and team members with proper application of policy and procedures.

Remained abreast of all applicable company policy and procedures, and federal and state changes

Served as Intake Specialist for Human Resource Advisors, while remaining abreast of all applicable company and department policies and procedures.

Assisted new hires with annual benefits enrollment while serving as a Benefit/ Medical Plan SME/Job Shadowing mentor on multiple skill set such as Qualified Events, Payroll, Benefits, and Performance Management.

Serves as the primary point of contact for all aspects of employee benefits

Manage employee benefit plans (Medical, Dental, Life, AD&D, STD, LTD, FSA)

Demonstrated excellent customer service to team members while providing guidance and consultation in resolving their concerns.

Volunteer Experience

Living Waters, Inc. Recruitment Board Member 07/2008 – 12/2021

Non-Profit Organization

EDUCATION

American Intercontinental University 10/2003 to 02/2005

Master’s in Business Administration

Kaplan University 08/2010 to 10/2012

Master’s in Higher Education

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