Human Resources Customer Service
Resume:
DONNA YVONNE WYNTER
Grovetown, GA
Summary of Qualifications:
Extensive experience in Human Resources: Management, Assistant for Recruitment and Placement of personnel, Information Systems, Benefit Administration Systems, Personal Identification investigations, Employee Relations, Dependent credentialing, Customer Service, cash handling, requisition of supplies and equipment, and an Assistant Supervisory of over 1200 personnel, and Coordinator experience. Proven abilities in organizing management workflow, the use of proactive approaches to problem solving, professional qualities of confidentiality, reliability, flexibility, and integrity. Acquired highly developed skills demonstrating initiative and the ability to work proactively without supervision. Communicated effectively with internal and external personnel; developing strong relationships with business partnerships. Administrative support for filing, payroll, maintaining records, records management, information security, development of completion, accuracy, and follow up of data entry and record retention. Experience with Microsoft Word, PowerPoint, Outlook, Excel, Spreadsheet, SAP and database programs. Prepared reports, graphs, charts and statistics in support of human resources operations. Identified and recommended technical solutions to address opportunities to improve existing processes to further streamline and optimize operational effectiveness within Human Resources. Experienced in working in a fast paced environment.
Professional Experience
10/2019 - 4/2021: Flight Attendant (United States Government Chartered)- Omni International Airline,
Tulsa, Oklahoma
7/2019 -10/2019: Customer Service/Bartender – Olive Garden Restaurant, Orlando, Florida
2/2018 - 5/2019: Merchant Disputes Advisor (CORE/eCommerce)- FIS/Worldpay- Cincinnati, Ohio
12/2015 – 12/2017: Customer Service Representative - Assure Rx Health/Genetics Lab, Mason, Ohio
4/2015 – 10/2015: Human Resources Generalist/Manager - Graham Packaging Company, Mason Ohio
1/1995 – 2/2015: Human Resources Management - U.S. Army
■ Key Assignments:
International Flight Attendant Liaison
Managed the customer experience and safety of military passengers, their family members, and military equipment during international flights from stateside to overseas.
Provided excellent communication skills and attentiveness while being aware of any additional assistance to passengers with special needs.
Demonstrated the use of emergency and safety equipment.
Administered first aid, CPR, and medical care when required during emergencies.
Provided instruction and reassurance to passengers during turbulent and emergency cases.
Worked a consistent and uninterrupted flow with other flight crewmembers during arrivals, departures, meals and drinks service.
Handled customer service skills under stressful situations with tact and resourcefulness.
Effectively managed to execute important decisions quickly without causing any upset to passengers and flight crew.
Merchant Disputes Advisor (eCommerce/ CORE)/ Call Center
Under moderate supervision, investigates and processes incoming customer and FIS/Worldpay financial institutions credit card disputes.
Provides quality customer service to external as well as internal customers.
Investigates complex FIS/Worldpay customer and/or financial institution incoming credit card disputes and/or calls by applying the Visa/MasterCard/Discover/AMEX regulations to resolve.
Adjusts accounts when necessary. This includes waiving finance charges, late charges related to chargebacks or fees for financial institutions.
Handles high volume of FIS/Worldpay customer, financial institution and/or Visa/MasterCard/Discover/AMEX inquiries.
Follows departmental policies and procedures, particularly in regard to customer confidentiality.
Researches routine and non-routine problems ensuring a satisfactory resolution.
Notifies customers, FIS/Worldpay financial institutions, Visa/MasterCard/Discover/AMEX members of findings and actions taken via telephone, fax, or letter.
Manages timeliness for assigned queue workflow and participates in maintaining the timeliness requirements amongst all queues assigned to the function.
Escalates any issues to the Team Lead or Department Manager.
Recommends process improvements to improve workflow, system effectiveness or expense reduction.
Assists less experienced chargeback representatives with escalated dispute cases.
Assists in the training of new hires.
Contacts Visa/MasterCard/Discover/AMEX for chargeback guidance as needed.
Work on special projects as assigned by unit lead or management.
Customer Service Representative/Call Center
Supports/directs calls or written inquiries to appropriate personnel
Professionally maintains log of incoming calls and inquiries
Performs basic chargeback processing within the Credit Card guidelines, rules, and timeframes
Ensures customers receive the highest quality of service and support
Researches documents and communicates recurring technical issues
Provides escalated levels of support based on complexity of issues
Responsible for customer-oriented tasks in a call center environment, while ensuring excellent customer service
Ability to use a computer for e-mail, data inquiry, data entry and word processing. Contacted insurance companies to verify eligibility, benefits, and requirements
Maintained strictest confidentiality; adhered to HIPAA guidelines/regulations and Standard Operations Procedures
Performed order entries, responding to inquiries, explaining information pertaining to Patient testing
Resolved Order/Eligibility Checks above and beyond specified time frames outlined
Assisted with daily auditing of orders
Referred technical inquiries to appropriate staff and ensured the proper follow up occurred
Solved problems and dealt with variables on a daily basis
Used telephone, computer, and fax to upload proper documents to Patient Files
Contributed to and participated in the implementation and continuous improvement process of the department
Proficient in Microsoft Office, MS Word, Excel applications
Excellent time management, organizational skills, and attention to detail
Strong verbal and written communication skills
Human Resource Generalist/ Management/Administrative Assistant
Ability to read, analyze, and interpret instructions, correspondence and contractual requirements
Assisted staff with daily HR related questions, served as the first point of contact for employees – Assisted company staff in solving HR issues
Managed, organized and updated files, records, correspondence, charts and reports – Performed HR office services such as: filing documents, printing reports and documents, stocking of equipment and supplies
Performed I-9 Filings following company procedures
Provided support to the Benefits & Compensation Manager in the day-to-day activities of assigned personnel
Set up meetings and interview schedules as part of recruitment process – Received applicants and guided them, functioning as company representative
Ordered and managed supplies, ordered office-staff lunches, handled phone calls and messages, incoming as well as outgoing
Handled discrete information related to employee personnel and financial relations, changes in the organization, performances, appraisals, confidential information issues, and other sensitive HR-related matters
Provided employee training and orientation services
Has knowledge of commonly-used concepts, practices, and procedures within warehouse industry
Certified forklift driver (stand up/sit down)
Performed light assembly, labeling, sorting, wrapping, packing, and repacking
Made reservations and coordinated travel schedules for management.
Performed difficult staffing duties, including dealing with understaffing, solving disputes, and administering disciplinary procedures
Ensured compliance of employees’ health and welfare were within safety regulations.
Formulated strategies to make the HR office more functional
Oversaw daily operations and ensured customer satisfaction and delivery of service in timely manner
GEMBA walk through departments and Plant with the previous team leaders addressing concerns with the, housekeeping and manufacturing concerns that may have occurred during the previous shift
Ensured the performance of 5-S activities, standard work instructions are being performed.
Conducted meetings with team members at the beginning of each shift to communicate problems and concerns
Team Member for developing Kaizen Teams
Team Member for Round Table and Town Hall Meetings
Ensured training documents are complete and update all skill training matrix forms
Ensured Job and Standard Work instructions are correct and in place
Coordinated with management, HR specialists, to provide strategic planning program guidance, oversight, and evaluation
Established and maintained productive, self-respecting and internally satisfying working relationships among all the members of the organization
Experienced in maintaining ethical policies and behavior inside and outside the organization
US Army
Performed a variety of administrative functions, data entry, handles multiple projects, prepares and monitors invoices and expense reports, hardworking, detail oriented, meticulous performer, positive attitude
Participated and facilitated lead group meetings in the absence of senior leaders/supervisors
Developed interpersonal skills and professional demeanor
Answered, directed calls and messages; kept records of customer interactions and transactions; responded promptly to customer inquiries
Obtained and evaluated all relevant information to handle product and service inquiries
Operated office machines, such as photocopiers, scanners, facsimile machines, voice mail systems and personal computers; operated heavy and light vehicular machinery (up to 20 ton)
Handled sensitive, confidential, and interpersonal matters adequately; direct requests and unresolved issues to the designated resource
Completed work schedules and arranges appointments for staff
Composed memos, researched and created written, oral, and effective presentations
Assisted with compiling and developing annual budget, billing, and coding functions
Copy, sort, compile, and file records of office activities, business transactions, Orders materials, supplies, and office mail functions
Working towards Bachelor’s Degree in Human Resources Management Business Administration.
Completed nine weeks of Advanced Individual Training (AIT) with on-the-job instructions as A Human Resources Specialist to become a HR Manager
Completed Advanced Leadership Training Course with success (top 5% of class)
Adhered to all HR Policies, Processes, HIPPA, and Procedures
Excelled with leadership coaching, and counseling tactics
Excellent interpersonal managerial, decision-making, teaching, instructing, and organizational skills. Able to interact professionally, cooperatively and productively.
Excellent working with Excel, Power Point, Microsoft Word spreadsheets and Human Resource Management Systems software.
Experienced in providing employee support services to include labor management, compensation, employment law, travel, relocation, and employee development.
Carried out assignments to completion within parameters of general instructions, prescribed routines and standard practices; successfully managed stressful work situations, met multiple deadlines consistently.
Experienced with Customer Service: resolving daily exceptions, utilizing online eligibility tools, audit records/files while performing in a manner that prevents errors and omissions.
Education:
1997 - 1999 Campbell University, Fort Bragg, North Carolina Campus
2005 - 2006 University of Maryland, University College, EUROPE
2023 - 2024 Georgia Military College, Augusta, Georgia, Associates of Science Degree -
Homeland Security Emergency Management (HSE)
Contact this candidate