Human Resource Call Center

LAURA MONTANARO

**** ******** ***. ********, ** *2919 – 401-***-****

*********@*****.***/linkedin/laura-montanaro

Summary

Highly driven, organized, knowledgeable and emphatic HR Manager with 5+ years of experience overseeing human resource projects and duties, including employee onboarding, benefit management, payroll, risk management, compliance, policy development and disciplinary action. Increase employer/employee satisfaction through advocacy to maintain employee retention.

Skills

Highly organized; Detailed oriented; Excellent written and verbal communication. Ability to respond and perform in a high volume/stress environment; Adept to technology; Proficient in Word, Excel, and Office Window Software.

Experience

May 2024 – Present Human Resource Manager

Heritage Hills Rehabilitation & Healthcare Center

●Manage HR department (payroll, benefits & recruiting) for 100+ employee company.

●Approve leaves of absence, tuition reimbursement and workers' compensation requests

●Regularly update employee handbook with changes to background check requirements, onboarding, and benefits packages

●Recruited candidates for roles across the organization, collaborating extensively with department managers to understand requirements.

●Streamlined onboarding process for new hires.

●Interviewed new candidates.

●Answered employee questions on 401(k) offerings, PTO and health plans

●Payroll (UKG/SBV)

●Disciplinary/Terminations/Exit Interviews

June 2023 – May 2024

Human Resource Manager

Phoenix Property Management, Inc.

●Manage HR department (payroll, benefits & recruiting) for 80+ employee company.

●Approve leaves of absence, tuition reimbursement and workers' compensation requests

●Regularly update employee handbook with changes to background check requirements, onboarding, and benefits packages

●Recruited candidates for roles across the organization, collaborating extensively with department managers to understand requirements.

●Streamlined onboarding process for new hires.

●Interviewed new candidates.

●Answered employee questions on 401(k) offerings, PTO and health plans

●Payroll (ADP)

●Oversaw Risk and Claim Management

●Disciplinary/Terminations/Exit Interviews

●Created handbook and policies.

December 2019 - March 2023

Human Resource Manager

Change Healthcare/Connect America

●Worked with staffing companies on recruitment projects.

●Performed interviews and reviews.

●Conducted employee onboarding.

●Collected employee documents for compliance and record keeping.

●Performed payroll duties.

●Worked with Verint, Kronos, SharePoint, IdentityIQ, Adobe, Excel also many other platforms.

●Organized and scheduled appointments and meetings for executives.

●Maintained and updated employee information

●Managed and distributed company vital information to employees.

●Developed and maintained a filing system.

●Generate several reports, such as onboarding trackers, recruitment, real time call center data.

●Help support safety implementations.

●Created work schedules for the call center.

●Monitored and approved paid time off when applicable.

●Tracked employee attendance and followed up with a daily report.

●Oversaw and supervised the work of junior staff as call center manager.

●Performed all data entry for company records.

March 2015 – December 2019

Fulfillment Administrator

Connect America/Tunstall-AMAC

●Retrieve customer orders and packages for shipment.

●Prepare shipping documents, create packing slips, and mailing labels.

●Proficient in Excel and UPS WorldShip.

●Verify orders were filled correctly and integrity of shipments.

●Record items removed from inventory.

●Provide support in receiving/inspecting inventory goods.

●Provide daily and monthly shipping reports to management.

February 2013 – March 2015

Hospital Solutions – Call Center Representative Supervisor

Tunstall/AMAC

●Customer Service

●Scheduled client appointments

●Handled special client projects.

●Supervised employees.

●Trained new employees.

November 2007 – 2013

Call Center Representative Supervisor

AMAC/MD ON CALL

Performed Customer Service

Answered a variety and constant flow of customer calls/inquiries.

Manage customer calls effectively and efficiently.

Addressed customer service inquiries in a timely, and accurate manner.

Dispatched calls to appropriate parties: assured messages were delivered as needed.

Entered on call schedules.

Trained new employees.

Education

May 2009 – Associates of Arts – Business

Community College of Rhode Island

May 2007 – Cranston High School West

High School Diploma

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