Human Resources Customer Service

Rosa Ramirez

San Leandro, CA 510-***-**** ***********@*****.***

Skills

Customer Service

Employee Support

Problem solving

Empathy

Guidance

Active listening

Professional Experience:

Kaiser Permanente, Pleasanton, CA

Human Resources Contact Center Specialist II, 2/2018

Responsible for inbound calls for employees of Kaiser Permanente regarding moderate to complex human resources related to new hire job information, job data, salary advance, benefits, benefits enrollment, pay related inquires rates and step increase and hours paid. Review payroll deductions and adjustments and audit regularly to ensure accuracy. Medical and Dental Benefit Retirement savings, route cases for updates to employee data maintenance and work absence management, health and welfare for review and correction. Responsible for providing accurate information utilizing internal systems, while adhering to confidentiality rules. Assisting with job changes, pay rate changes, department and manager changes. Provided information to employees about policies and procedures, reviewing union contract information. Leave of absence processes including FMLA eligibility, Bonding, Personal, Medical, Industrial for all regions. Leave of Absence processing. Return from leave of absence. Identify, analyze and solve problems. Identify, analyze and solve problems. Assisting employees with navigating HR website. Payroll coding and processing. Provided information to employees about policies and procedures, reviewing union contract information. Navigating employees and managers on how to update job transfers and job-related changes creating positions resigning.

Old Republic Home Protection, San Ramon, CA

Authorization Agent, 4/2014–2/2018

Responsible for providing excellent customer service for an inbound call center. Receive inbound calls from current clients and service providers and vendors; transfer calls to appropriate departments as necessary. Perform outbound calls to technicians and homeowners to update them on service status. Verify accuracy of customer information in proprietary database system. Assist customers with various inquiries regarding service or coverage; update personal information as necessary. Utilize MS Outlook for email correspondence. Assist customers with claims in a fair and appropriate manner according to the department of insurance fair claims act and company standards. Enter all required information into the computer system accurately. Verify that plan holder’s service requests are covered by their respective plans. Create work orders for services requested and materials used by service vendors for review by purchasing team to determine pricing and estimates. Evaluate contractor’s findings to ensure and verify that suggested work, parts, and prices.

OneMain Financial, Newark, CA

Loan Consult, 4/2013–4/2014

Answer inbound calls and perform outbound calls to customers. Receive applications over the phone and enter information into internal systems. Create customer files and review applications to ensure all required documents are associated to a customer’s file. Verify account information and perform account maintenance. Work directly with customers through the entire lending cycle from loan application to loan closing. Ensure that all lending documents and processes are completed per internal policies. Manage collection activities including loan payments for past due accounts; accept and distribute payments.

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