Customer Service Human Resources

TONIA TILLMAN

469-***-**** www.linkedin.com/in/toniatillman1

*************@*****.***

Result-oriented professional with diverse skills and experience in Human Resources and Office Systems and Technology. Team player who thinks strategically to accomplish goals efficiently.

AREA OF EXCELLENCE

Compensation and HR Reporting…Annual Review Administration

Market Salary Analysis…Audit Processes…Process Improvement…Employee Development & Training…Confidential Record Keeping…HRMS Database Administration…HRMS Implementation…HR Policies & Procedures…Legal Compliance…Cost Accounting, Customer Service

Top Strength Finders: Consistency-Harmony-Strategic-Relator-Discipline

TECHNICAL PROFICIENCIES

MS Office Suite (Outlook, Word, Excel, PowerPoint, Access), SQL, SharePoint, PeopleSoftHR, Peoplefluent Performance Development System, MarketPay, Oracle HCM Cloud. Paycom HCM, CRM, Genesys Cloud, Service Now, Cisco Jabber, Google Suites, Citrix, EClientWorks, TCN, Optimix;

PROFESSIONAL EXPERIENCE

IKS Health (Inventurus Knowledge Solutions) Coppell, TX 4/2024-Present

Customer Service Representative

Communication with patients via inbound and outbound calls

Provide knowledgable answers to questions regarding medical billing and accounts

Understand and adhere to all regulatory compliance areas, policies and procedures

Explain charges, answer questions, and communicate a variety of requirements, policies and procedures regarding patient financial care services and resources to patients

Contracting Services Dallas, TX 10/2020-2/2024

Paycom LLC

Paycom Specialist

Manage and build relationships with assigned book of long-term clients via phone and e-mail

Investigate, troubleshoot and resolve a high volume of client inquiries received through both phone and e-mail while anticipating additional questions and needs

Provide proactive service and consultation to maximize client employee usage and overall system utilization

Contribute to client retention and satisfaction through timely follow-up and completion of issues

Determine appropriate resources necessary for each client inquiry and issue resolution

Coordinate with internal departments and higher-level specialists as needed to resolve client projects

Enter relevant information into the CRM system after each contact to ensure quality data to enable effective client retention

Train clients in the use of the Paycom system, proactively identifying new client users and providing one-on-one system training when appropriate

Ensure payrolls for all assigned accounts are processed with 100% accuracy.

Actively engage in continuous learning and self-improvement to complete required training programs, enhance system knowledge and stay up to date on legislation impacting clients

Provide system feedback to product management on behalf of clients

Riveron Consulting

HRIS Analyst

Responsible for HRIS and related systems maintenance and administration

Provide research, analysis, reporting and offer recommendations based on findings. Assist with audits and custom reporting requirement.

Work with HR Professionals to support HR Processes in Talent Management, Talent Acquisition and Human Resources

Pepsico

HR Representative

Interact with employees (frontline and managers) via phone, e-mail, and phone in response to COVID-related leaves per tracing and return to work protocols

Conduct intake interviews with employees, communicate with key stakeholders and perform trace protocols related to COVID-19

Gather, summarize and report on COVID-19 related issues and leaves

Follow documented protocols and processes to deliver world-class customer service and first-call resolution

Handle sensitive data

ResCare

Customer Service Representative

Obtain client information by answering telephone calls and emails; making OB calls in response to an inquiry for information; interviewing clients; verifying information

Determines eligibility by comparing client information to established guidelines

Informs clients by explaining procedures; answering questions; providing information

Maintains an accurate written record of the transaction following established guidelines

Boy Scouts of America, Irving, TX, 5/1999-8/2020

HRIS Analyst/Performance Development System Administrator

Responsible for HRIS and related systems maintenance and administration

Design, develop and prepare reports or data. Ensure data integrity and confidentiality

Work with IT and HR Professionals to develop and maintain efficient systems and processes. Assist with system updates and modifications

Provide research, analysis, reporting and offer recommendations based on findings. Assist with audits and custom reporting requirements

Support and Administer PeopleFluent Performance Management Online tool for all levels of management and HR Business Partners. To include Reporting, Process Configuration and Management, End User Support

Oracle HCM Implementation to include BI Reporting, Core HR, ESS, Performance Management, Compensation and Benefits

Compensation Analyst/Performance Development System Administrator

Participate in compensation surveys conducted by outside companies

Advise managers on market trends and compensation policies and procedures

Price new and existing job families based on internal equity and market survey data, ensuring competitiveness while remaining in line with department focus

FLSA Reviews

Ensure accuracy of HRIS and job description data

Support and Administer PeopleFluent Performance Management Online tool for all levels of management and HR Business Partners.To include Reporting, Process Configuration and Management, End User Support

Analyze candidate offer amounts for approval

Maintain the Human Resources website for on-line access to job descriptions and other compensation-related information

HR Data Coordinator/HRIS Specialist

Worked with Talent Managers for interviewing, hiring, terminations, promotions, and transfers of commissioned professionals and executives

Maintained confidential records and personnel files to include mail, fax, scanning of documents

PeopleSoft Position Code Management; Developed training materials and administered training for users

PeopleSoft HR and IOI Payroll system Error Resolution; Developed training materials and administered training for users

Maintained HRIS, which included reporting and updating personnel data to ensure consistency within the company systems

Maintained daily Excel sheets from reports in HRIS to ensure the accuracy of information Input in company systems

Administered Performance Development System. Database of Employee development and training. Conduct reports and analysis on performance and development of employees

HR Customer Care Representative/HRIS Specialist

Worked with Talent Managers for interviewing, hiring, terminations, promotions, and transfers of commissioned professionals and executives

Maintained confidential records and personnel files to include mail, fax, scanning of documents

PeopleSoft Position Code Management; Developed training materials and administered training for users

PeopleSoft HR and IOI Payroll system Error Resolution; Developed training materials and administered training for users

Maintained HRIS, which included reporting and updating personnel data to ensure consistency within the company systems

Maintained daily Excel sheets from reports in HRIS to ensure the accuracy of information Input in company systems

Placement Assistant

Worked with managers to accurately decipher staffing needs, scheduling interviews and preparing offers for ideal candidates

Supported the development of staff placement process; including standardized forms and review criteria for Scout Executive Selection and Commissioned Professional placement

Managed Unlawful Harassment Prevention Training nationwide for organization

Handled employee documents pre-screening, background and reference checks for Promotions, Transfers, Priority Moves, Reduction in Force and Re-entry candidates

Relocation and household goods move planning and assistance

HR Assistant

Worked with Director of Talent Management to establish and execute policies, guidelines and procedures.

Managed Unlawful Harassment Prevention Training nationwide for organization.

Provided Employee Relations support by maintaining files and database.

Managed personnel files to ensure accurate and current information.

General Administrative duties to include oral and written communications, mail, fax, scanning of documents

Efficiently scheduled and coordinated meetings, functions and conference calls.

Senior Administrative Assistant

Assistant to Religious Relationships Director and Director of Custom Communication

General Administrative duties to include oral and written communications, mail, fax, scanning of documents

Customer Service

Meeting and Functions preparation

Maintain attendance and payroll for employees

Run daily reports

Imaging and Advertising duties

Maintain Access and Excel database

Team Leader of Employee Recognition Team

Member of Cost Accounting & Data Systems Team

EDUCATION AND CERTIFICATION

B.S. Office Systems and Technologies, Minor Business Administration

Mississippi State University, Starkville, MS

Texas Department of Insurance Adjuster-All Lines

RELEVANT COURSES

Administrative Office Procedures, Office Systems Applications, Records Management, Human Resources Management, Principles of Management, Office Management, Finance and Business Law, Electronic Presentations, Hypermedia for Instructions, Technology Lab Mgt, Telecommunications

SEMINARS/WEBINARS

AMA Communicating, AMA Stepping Up to Leadership, Interpersonal Skills by AMA, Negotiating and Prioritizing Skills Seminar for Administrative Professionals, Leadership and Communication Seminar by Bell Learning Systems, Leadership Conference for Women by Rockhurst University, Creative Leadership Workshop for Managers, Supervisors and Team Leaders By CareerTrack, How to be a Super Communicator Seminar, High Performance Teams by Dale Carnegie, Human Resources for Anyone with Newly Assigned HR Responsibilities, Talent Management Investments: Communicating the Business Benefits of Talent Management, HR Generalist Course, Advance Microsoft Excel Course, Strengths Discovery, IAAP OPTIONS Training Introductory, Oracle HCM Reporting and Analytics by Oracle University, Paycom University Product Training (Payroll, Time Management,Talent Management,Reports,Human Resources/Benefits, Talent Acquisition)

PROFESSIONAL REFERENCES

Eva Barfi

Technology Leader

**********@*******.***

Michael Hendricks

HRIS Consultant

******@*****.***

Paul Johnson

Performance Improvement

************@*******.************.***

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