Lystra E. Kelly adxzsh@r.postjobfree.com • 203-***-****

LinkedIn URL • Naugatuck, CT

Analytical professional with hands-on experience in customer service, contract administration, and complaints handling. Credited with Master Degree in HR Management; well prepared to excel in challenging role as Lead, Employee Service Support.

QUALIFICATIONS SUMMARY

HR Management

•Knowledge of employment legislation and best practices with ability to perform HR operations, implement recruitment and selection policies and procedures, and provide administrative support.

Team Training & Leadership

•Skilled in conducting effective training and development programs and managing teams to achieve shared visions and goals.

Customer Service

•Excellent interpersonal, negotiation, presentation, customer service, and communication skills along with ability to build and maintain long-term professional relationships with employees and clients.

AREAS OF EXPERTISE

•Record Management Systems

•Data And Report Analysis

•Quality Risk Assessment

•Employee Relations Management

•External & Internal Communications

•Compliance Management

•Accounting Support

•Inventory Systems

•Business Operations Support

•MS Office, SAP, & Service Max

EDUCATION

Master Degree in HR Management

University of Connecticut, Storrs, CT

Bachelor Degree in Organizational Development and Law

Minor(Women Studies)

University of Connecticut, Stamford, CT

Associate of Liberal Arts/Sciences

Norwalk Community College, Norwalk, CT

EXPERIENCE HIGHLIGHTS

PerkinElmer, Shelton, CT 2021 to 2022

Quality Complaints Handling Specialist, 2021 to 2022

Analyzed and entered customer information and incidences into system.

•Achieved departmental matrix for complaints resolution by 60% monthly.

•Administered F1 Complaints system for global and local manufacturing site, resolving complaints backlog of more than 2000.

Enterprise Contracts Specialist, 2019 to 2021

Managed booking/ fulfillment of contractual obligation for account, valued at $12M. Ensured end-to-end processing and uploading of monthly invoices to customer platform. Provided effective support in planning and delivering departmental tracking and special projects on-time and within budget.

•Drove continuous improvements of contracts and services by implementing robust strategies.

•Identified and addressed departmental contractual issues as s SME while delivering contractual agreements as per SLAs.

Customer Account Coordinator, 2012 to 2019

Confirmed efficient processing of requests as per established SLAs by assessing and monitoring main service center email. Examined and recorded all service calls with service reports for next phase of processing while administering purchase orders and requisitions. Evaluated and addressed issues of all vendors and customers, attaining maximum satisfaction and retention. Performed review of invoices while communicating charges in service reports and resolving discrepancies.

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Arranged training/development programs for staff members on business processes and procedures to boost their knowledge and performance.

Analyzed and directed customer instrument/system-based or technical requirements to proper service provider for swift resolution.

•Executed departmental and enterprise procedures and policies with a focus on accomplishing set goals.

Customer Service Associate, 2009 to 2012

Addressed instrument qualification requests using SAP and Lotus Notes while coordinating check runs for clients.

•Delivered effective assistance in the management and delivery of projects for mail center.

•Arranged and reviewed data related to service level agreements and filed purchase orders.

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