Customer Service Human Resources
Resume:
Maria Hines
Dallas, TX
ady2j0@r.postjobfree.com
SUMMARY OF SKILLS:
• Customer/ Sales Training Prep Coaching Staff Development and Training
• Collections/Negotiations Vendor Relations Recruiting
• Credentialing
• Data Entry Advance Incident Reporting and Analysis
• Employee Relations Investigations Remote Project Management
• Account Management Coaching/ Development Class Facilitation
• Diversity Training Vendor Relations Recruiting
• Administrative Duties Customer Service Accounts Payables/Receivables
• Procedure Development Management and Supervision Quickbooks, ADP
• Payroll Marketing Employee Record Maintenance
• Insurance Verification Back/Front Office Support Financial Account Management Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Government Contractor Suitability Specialist/ Employee Relations Investigator QTC Management - San Antonio, TX
March 2020 to Present
• Employee Onboarding to include I-9 verification
• Back Ground Investigation
• Corporate Investigation Pre- Employment Screening, Follow up and Reporting Incident Officer
• Hire Right Liaison
• Process all hiring paperwork including hiring and termination forms and approve timesheets
• Coordinate annual training for Employees
• Work with vendors, create PO, verify work is done
• Maintain database of building supplies and order accordingly
• Perform quality control measures
• Responsible for administering human resources actions, personnel matters, and dealing effectively with employees.
• Referral Program Administrator
• Create and updates standard operating procedures for office functions and employee management.
• Investigate high-level workplace complaints, including but not limited to discrimination, harassment, hostile work environment, and retaliation.
• Conducts complex analysis and produces high quality written investigation summaries and reports; the investigator will generally work independently, partnering with appropriate personnel throughout the investigative process
• Follows established investigation and case management procedures
• Provides recommendations on appropriate course of action
• Meets established timelines and treats all individuals engaged in the complaint process with sensitivity and respect
• Gathers and secures relevant evidence and documentation
• Keeps detailed, consistent, and accurate records in electronic database for periodic production of metrics
• May mentor and foster growth of peers and team members
• Maintains timely communication with all involved parties and key stakeholders
• Able to work within a matrixed and complex organization and manage conflict and competing priorities
• Maintains the highest degree of confidentiality and sensitivity for all issues Conduent- Government Contract Floor Supervisor
Federal and State Payment card - San Antonio, TX
November 2018 to March 2020
Supervisor: Patti Hammill, 210-***-****
• Supervise and trained customer service soft skills, cross selling, upselling, billing, payment arrangements, account set up, account terminations, account updates, customer focus and retention
• Process all hiring paperwork including hiring and termination forms and approve timesheets
• Coordinate annual training for Employees
• Conduct annual performance evaluations with staff and provide feedback regarding strengths and areas of improvement
• Encourage staff to grow professionally by supporting professional development opportunities through IPP/ IDP delivery
• Review office goals and objectives and recommend changes to plan strategically for the future
• Serve as the advisement team leader to develop and implement a quality enhancement plan
• Responsible for administering human resources actions, personnel matters, and dealing effectively with employees and union representatives.
• Prepare schedules and arrange travel; monitors performance metrics determine appropriate staffing needs, update database
• Create and updates standard operating procedures for office functions and employee management.
• Performs quality inventory of calls and employee performance according to KPI metric Government Contract Sr. Administrative Coordinator - Hourly W. Piedras Dr - San Antonio, TX
November 2018 to November 2018
Supervisor: Jorge Nieves phone 909-***-****
Employee Onboarding to include I-9 verification,
Process all hiring paperwork including hiring and termination forms and approve timesheets
Coordinate annual training for Employees
Monitor building remodel
Work with vendors, create PO, verify work is done
Maintain database of building supplies and order accordingly
Perform quality control measures
Responsible for administering human resources actions, personnel matters, and dealing effectively with employees.
Billing Liaison
Create and updates standard operating procedures for office functions and employee management. GHP- Georgia Health Partners Administrative Office Manager- Hourly Fredericksburg St - Savannah, GA
May 2012 to November 2018
Supervisor: Everett Tolbert, Director 678-***-****
Verify Insurance, payments, and collections
Track, hire, terminate and document employee's
Facilitate training on new processes, billing for services and negotiations
Build a networking environment to track and obtain new consumers on every contact
Coordinate New hire assumption and transition to hire process
Filing, Database management, Reports, Forecast
Inbound and Outbound calling
Mail distribution, faxing, scanning, document tracking and coding
Prescription verification, EMR input
Writing letters, notification and interoffice memos, SOP'S and MOP's
Coaching and staff development
Software Training and set up
Ordering and distribution of supplies and materials.
Ongoing client case management
Employee attendance tracking and payroll entry with hours verification
Delivering Diversity training
Delivery and setting up on boarding benefits
Recruiting
Credentialing verification and updating
Education
AA in Human Services
Saint Leo University
May 2011
High School Diploma
Montgomery Blair High School
Skills
• Customer/ Sales Training
• Prep Coaching
• Staff Development and Training
• Collections/Negotiations
• Vendor Relations
• Recruiting
• Account Management
• Coaching/ Development
• Class Facilitation
• Diversity Training
• Administrative Duties
• Customer Service
• Accounts Payables/Receivables
• Procedure Development
• Management and Supervision
• Payroll
• Marketing
• Employee Record Maintenance
• Insurance Verification
• Back/Front Office Support
• Financial Account Management
• Quickbooks
• ADP
• Microsoft Windows
• Telephony
• VoIP
• Order Entry
• Help Desk
• Data collection
• Analysis skills
• Conflict management
• Software Troubleshooting
• Training & Development (6 years)
• Personal assistant experience
• Employee relations
• HRIS (8 years)
• UKG (4 years)
• CRM software (8 years)
• ELS (10+ years)
• EMS (8 years)
Certifications and Licenses
CRM
Present
VIRTUAL MANAGEMENT
Present
CRISIS MANAGEMENT
Present
Assessments
Work style: Reliability — Proficient
August 2021
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Customer service — Proficient
August 2021
Identifying and resolving common customer issues
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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