Human Resources Customer Service

Glenette L. Rivera

904-***-**** *****.********@*****.*** Atlanta, Ga

Skills

Friendly, Customer Service Oriented

Benefits enrollment

Budgeting

Hardware Troubleshooting

Software Troubleshooting

Outstanding typing skills

Exceptional Time Management/Organization

90 wpm typing

Training new hires

Collaboration

Excellent Verbal and Written Skills

Analytical

Computer Fluent

Reliable and Adaptable

Quick learner

Detail Oriented

Problem-Solving

Microsoft Suites

Human Resources Regulations

Citrix

Salesforce

Five9

ServiceNow

Virtualization

Education

Atlanta Job Corps, May 2006

Work Experience

HR Consultant

Freddie Mac- 11/2023- 2/2024.

Resolve employee inquiries in a professional and courteous manner leveraging call center technology.

Answer calls, respond to written inquiries and chat live to employees to respond to questions concerning HR topics (including but not limited to benefits, HR Systems, payroll, time tracking, performance management, recruiting, and training).

Learned HR policies & procedures, navigating the HR website to find answers, and heavily interacting with partners across Human Resources to learn about HR.

Answer employee and manager questions via phone or online in a clear, concise, and timely manner.

Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire enterprise operations &amp, technology organization.

Log all inquiries in the service center tracking tool (ServiceNow)

Ask appropriate probing questions to ensure we have all the information necessary to solve the problem/issue.

Use judgement to determine the best course of action for an inquiry (escalations vs direct response).

When answers are not easily available, research the issue to be able to either provide the necessary information to the customer or escalate the question to the appropriate specialist.

Benefits and Retirement Customer Service Ambassador

Activus Connect- 8/2022- 4/25/2023.

Respond to benefits inquiries from associates.

Explain and interpret company insurance program to associates and dependents.

Assist employees with selecting retirement or pension plan.

Explain retirement benefits by serving as a liaison between beneficiaries and participants.

Handling request for contribution adjustments

Responding to calls using Citrix, emails, or chats from customers who have questions.

Assisting with website or application related issues.

Create tickets in Salesforce.

Answering questions regarding products or services the customer may have.

Documenting customer interactions in the client system thoroughly, using proper spelling, grammar, and punctuation.

Transferring data from documents into the client's system.

Making outbound calls to collect customer information missing from applications as needed. Additional duties as needed, to be discussed during your interview.

Go over benefits with customers so that they understand what they have.

Communicate using Microsoft Teams

Zoom meetings.

Chat Agent

Alabama Department of Labor- 1/2021 11/2022

Responsible for fielding incoming chat requests and messages from claimants regarding individual unemployment compensation claims.

The purpose of these inquiries will include but are not limited to checking the status of unemployment compensation claims, checking the status of fact-finding, and contacting the agency as directed by the weekly claims system.

Tier, I Chat Agents are responsible for assisting claimants with requests related to all types of unemployment claims and communicating as needed with Alabama Fact Finders and Alabama Adjudicators.

In performing the associated job tasks, the Tier I Chat Agent is expected to exercise care and confidentiality with this sensitive information.

Understanding basic unemployment law and guidelines for Alabama

Maintaining familiarity and understanding regarding updates to policy and practices for unemployment compensation in Alabama

Maintaining familiarity and understanding regarding updates to the policy and practices for special programs related to unemployment compensation in Alabama.

Maintaining familiarity and understanding of ADOL operating systems related to claims taking, fact finding, adjudication, special programs, hearings and appeals, and UC Tax operations.

Communicating via chat with claimants who are contacting the ADOL to determine the status of their claim, to request assistance with filing a weekly claim certification, and in accordance with instruction to contact the agency (i.e., weekly claim certification errors or messages left by fact finders)

Providing additional instructions via chat to or clarifying existing instructions for claimants regarding an unemployment compensation claim

Resolving/Erroring Out/Clearing issues ERRONEOUSLY/ACCIDENTALLY set by claimants during the weekly claim certification as directed by the Director of Adjudication and Remote Chat

Contacting divisions, units, or employees of ADOL, the fact-finding team, or the adjudication team on behalf of the claimant as needed and deemed appropriate.

Communicate using Microsoft Teams

Benefits Enrollment Specialist

Maximus 07/2019 – 03/2020

Assess cases through contract/project systems, and appropriate internet resources to obtain relevant case information required to act (locate, paternity, establishment, enforcement, etc.) and takes appropriate legal case actions within appropriate Federal, State and contractual time frames. Overseeing daily inventory needs.

Assist customers in a courteous and professional manner.

Assist customers with finishing their online application for benefits.

Respond to telephone calls and written customer inquiries within required time frames.

Ensure timely completion of priority referrals.

Consistent use of discretion and judgment to analyze, interpret data, and decide what actions are necessary based on the varying facts and circumstances of each individual case.

Maintain customer confidentiality.

Perform other duties as assigned by leadership.

Finesse

Communicate using Slack.

Customer Service Rep

SRTA (State Road and Tollway Authority)- 06/2018- 06/2019

Open and maintain customer accounts by recording account information.

Take calls using Five9.

Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Create tickets using Salesforce.

Maintain financial accounts by processing customer adjustments.

Recommend potential products or services to management by collecting customer information and analyzing customer needs.

Prepare product or service reports by collecting and analyzing customer information.

Contribute to team effort by accomplishing related results as needed.

Manage large amounts of incoming calls.

Generate sales leads.

Identify and assess customers’ needs to achieve satisfaction.

Build sustainable relationships of trust through open and interactive communication.

Provide accurate, valid, and complete information by using the right methods/tools.

Meet personal/team sales targets and call handling quotas.

Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure

resolution.

Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines and policies.

Go the extra mile to engage customers.

Resolve customer complaints via phone, email, mail or social media.

Use telephones to reach out to customers and verify account information.

Greet customers warmly and ascertain problem or reason for calling.

Cancel or upgrade accounts.

Assist with placement of orders, refunds, or exchanges.

Advise on company information.

Take payment information and other pertinent information such as addresses and phone numbers.

Place or cancel orders.

Answer questions about warranties or terms of sale

Act as the company gatekeeper

Suggest solutions when a product malfunction.

Handle product recalls

Attempt to persuade customer to reconsider cancellation.

Inform customer of deals and promotions

Sell products and services.

Utilize computer technology to handle high call volumes.

Work with customer service manager to ensure proper customer service is being delivered.

Close out or open call records

Compile reports on overall customer satisfaction

Read from scripts.

Handle changes in policies or renewals

Resolve customer complaints via phone, email, mail, or social media.

Five9

Insurance Customer Service Rep

Granada Corp- 12/2016- 2/2019

Ensure that customers make buying decisions armed with the right amount of information.

Analyze customer’s complaints and recommend solutions.

Discuss with customers on telephone and provide information on the company’s products and services.

Record all conversations with clients with details of inquiries or complaints and action steps that were taken.

Understand the company’s insurance policies and products and be able to tell whether a policy covers a type of loss or not.

Call up customers who had previously called to complain to know if their challenges have been resolved and to ensure that they are now satisfied.

Take S.O.S calls from clients that have been involved in an accident, vehicle breakdown, or clients who need assistance with their vehicles and mobilizing help for such clients.

Communicate changes or adjustment in policies to clients.

Send newsletters, mails, and other forms of correspondences to customers.

Receive reports of claims and communicate reports of investigation to the clients.

Forward all filed claims to the appropriate department for handling and investigation.

Assist in soliciting sales of new products and policies.

Liaise with other departments and provide support to them.

Assist clients in filling of policy documents and contact them whenever any error is discovered, or when it needs to be corrected.

Offer information about price quotes to prospective customers.

Liaise with the company’s insurance agents and process all orders made via telephone.

Receive visiting customers and provide them with necessary assistance.

Manage and protect the reputation of the company.

Maintain strong clientele relationship with customers.

Technical Support Advisor

Apple- 04/2014- 11/2015

Troubleshoot and resolved web application issues escalated from customer support and other departments with a 100% success rate.

Troubleshoot iPhone and Mac Book Pro.

Maintained composure and patience in face of difficult customer situations.

Referred difficult issues to upper management while maintaining positive rapport with customer.

Resolved customer complaints and concerns with strong verbal and negotiation skills.

Assisted customers.

Handled a large volume of phone calls, chat, and emails.

Customers with technical issues via email, live chat and telephone. Created end-user self-service tools and documentation.

Document broadband connectivity issues with details including light status and ping status, throughout the service restoral activity.

Gather any and all pertinent information to help determine root cause.

Accurately create and update tickets in a timely manner

Monitor ticket, voicemail, and email for new service issues.

Act as the customer advocate with external service providers.

Proactively alert customer/site personnel of pertinent information.

Work with other team members to manage workload.

Provide effective decision making for customers while working to restore customer communications.

Make appointments for customers to go to the Apple store for repairs.

Upgrade order entry.

Access and retain knowledge regarding the providers' network set-ups and customer requirement.

Technical Support Technician

Computer Generated Solutions- 12/2012- 4/2017

Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.

Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.

Gather customer's information and determine the issue by evaluating and analyzing the symptoms.

Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more.

Research required information using available resources.

Follow standard processes and procedures.

Identify and escalate priority issues per Client specifications.

Redirect problems to appropriate resource.

Accurately process and record call transactions using a computer and designated tracking software

Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business.

Organize ideas and communicate oral messages appropriate to listeners and situations.

Follow up and make scheduled call backs to customers where necessary.

Stay current with system information, changes, and updates.

Customer Service Representative

Walmart- 03/2013- 12/2014

Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.

Observe signal lights on switchboards, and dial or press buttons to make connections.

Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.

Suggest and check alternate spellings, locations, and/or listing formats to customers lacking details or complete information.

Aid with customers with special billing requests.

Calculate and quote charges for services such as long-distance connections.

Monitor automated systems for placing collect calls and intervene for a caller’s needing assistance.

Perform clerical duties such as typing, proofreading, and sorting mail.

Consult charts to determine charges for pay-telephone calls, requesting coin deposits for calls as necessary.

Interrupt busy lines if an emergency warrants.

Provide relay service for hearing-impaired users.

Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.

Promote company products, services, and savings plans when appropriate.

Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.

Update directory information.

Keep records of calls placed and received, and of related toll charges.

Inventory Specialist

Rgis Inventory- 08/2011- 11/2012

Scans inventory or examine merchandise for warehouses.

Stock shelves

Receive, open, and unpack issue sales floor merchandise and clean display cases, shelves and aisles.

Collaborated with the assigned in-store merchandising activities to meet and exceed customer's expectations.

Ensured that the Sku’s are correct with the products.

Provide assistance for customers with special billing requests.

Casual Clerk

United States Postal Services- 11/2007- 02/2009

Unit Answer questions regarding mail regulations and procedures, postage rates, and post office boxes.

Check mail in order to ensure correct postage and that packages and letters are in proper condition for mailing.

Complete forms regarding changes of address, or theft or loss of mail, or for special services such as registered or priority mail.

Feed mail into postage canceling devices or hand stamp mail to cancel postage.

Keep money drawers in order, and record and balance daily transactions.

Obtain signatures from recipients of registered or special delivery mail.

Provide customers with assistance in filing claims for mail theft or lost or damaged mail.

Address customer complaints that are submitted via our site

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