Employee Relations Human Resources

A K I R A B A K E R

Senior HR Generalist Employee Relations Specialist

Jacksonville, FL, 32221 • 904-***-**** • **.*****.***@*****.*** • linkedin.com/in/akirabaker Seasoned Human Resources professional with over 12 years of progressive experience managing employee relations, leave and disability administration, and full-spectrum HR operations across Fortune 500, higher education, and healthcare settings. Recognized for delivering high-impact support in remote environments, resolving complex workplace issues with speed, empathy, and legal accuracy. Expert in navigating high-volume caseloads, interpreting FMLA, ADA, and HIPAA, and guiding both frontline staff and leadership through sensitive policy matters. Skilled in leveraging HRIS and case management platforms including Workday, ADP, Paycom, and Kronos to streamline operations and improve service delivery. Known for leading with integrity, resolving complex issues in real time, and implementing HR practices that balance business needs with employee well-being. E x p e r i e n c e

DEC 2024 – PRESENT

Disability and Leave Services Case Manager Amazon Remote

• Manage a caseload of 150–200 leave and accommodation cases, ensuring timely processing, documentation, and resolution.

• Interpret and apply FMLA, ADA, state leave laws, and Amazon’s internal policies to evaluate employee eligibility and case validity.

• Serve as the employee advocate and single point of contact, providing guidance and empathy throughout the leave or accommodation process.

• Review and assess medical certifications and documentation to determine entitlements and accommodations.

• Communicate professionally with employees, healthcare providers, HR business partners, Legal, Payroll, and Safety to ensure end-to-end case resolution.

• Maintain case records and notes in Amazon’s proprietary case management systems, ensuring data integrity and HIPAA compliance.

• Collaborate with internal teams to identify process gaps and recommend improvements to enhance employee experience.

• Escalate complex or high-risk cases appropriately and ensure alignment with legal risk mitigation strategies.

• Educate employees on their rights, responsibilities, and available support options related to leave and disability events.

MAY 2024 – DEC 2024

Human Resources Advisor Amazon Remote

• Delivered live HR support via phone, chat, and email to employees worldwide, handling a high volume of inquiries related to policies, pay, time off, benefits, and employment verification.

• Resolved employee issues independently without escalating by applying deep understanding of Amazon’s HR policies and systems.

• Analyzed and explained complex HR scenarios including leave eligibility, attendance policies, and employee relations concerns.

• Maintained strict confidentiality and professionalism when handling sensitive personnel data and high- emotion conversations.

• Collaborated with internal teams including Payroll, Benefits, and Legal to ensure accurate guidance and appropriate issue resolution.

• Participated in updating internal Standard Operating Procedures (SOPs) and knowledge articles to improve support accuracy and consistency.

• Met or exceeded performance metrics such as first-contact resolution, response time, and customer satisfaction scores.

• Provided empathy-driven HR support in situations involving workplace concerns, complaints, or compliance questions.

AUG 2022 – MAY 2024

Senior Human Resources Specialist Philander Smith University Little Rock, AR

• Managed full-cycle recruitment for faculty and staff roles, ensuring alignment with the university’s diversity and inclusion goals.

• Administered employee benefits programs including health, dental, vision, and retirement, maintaining compliance with provider requirements and plan guidelines.

• Facilitated training sessions and compliance workshops to enhance staff development and promote legal adherence.

• Processed payroll and monitored compensation equity across departments, ensuring accuracy and timely disbursements.

• Oversaw onboarding and orientation for new hires, reinforcing institutional values and policy expectations.

• Investigated and resolved employee relations issues with discretion and professionalism, promoting a respectful workplace culture.

• Conducted internal HR audits and maintained employee records to ensure legal compliance and data integrity.

NOV 2020 – AUG 2022

Human Resources & Billing Specialist The Centers for Youth & Families Little Rock, AR

• Managed end-to-end credentialing and payer enrollment for clinical providers, ensuring timely approvals and compliance with Medicaid, Medicare, and private insurance requirements.

• Processed and reconciled insurance claims, corrected denials, and maintained billing accuracy to support timely reimbursements.

• Maintained detailed documentation for provider licensing, NPI numbers, and payer credentials to meet audit and compliance standards.

• Trained administrative staff on billing processes, documentation accuracy, and updates to payer requirements.

• Conducted onboarding for new hires, including benefits enrollment, policy orientation, and personnel file creation.

• Administered background checks, drug screenings, and physical exam coordination as part of pre- employment and annual compliance requirements.

• Supported offboarding processes, including benefit terminations and final payroll adjustments.

• Responded to employee inquiries regarding benefits, policies, and leave procedures, ensuring accuracy and confidentiality.

• Assisted with internal HR audits and maintained up-to-date, compliant personnel records.

• Collaborated with HR and Finance teams to streamline billing and HR workflows, improving operational efficiency and compliance oversight.

MAY 2016 – NOV 2020

Human Resources Coordinator Riceland Foods Inc. Stuttgart, AR

• Conducted new hire orientation and onboarding sessions to ensure smooth integration of employees into company culture and policies.

• Managed offboarding processes including exit interviews, system terminations, and final documentation to ensure compliance and continuity.

• Processed onboarding paperwork, I-9 verifications, and personnel actions while maintaining legal and policy compliance.

• Entered and maintained employee data, terminations, and status changes within ADP and internal HRIS platforms.

• Utilized applicant tracking systems (ATS) to monitor candidate progress, schedule interviews, and maintain communication with hiring managers.

• Responded to employee inquiries regarding benefits, policies, and employment matters, providing timely and accurate information.

• Coordinated pre-employment screenings such as drug tests, physical, and background checks in alignment with company standards.

• Maintained personnel files, supported internal audits, and ensured adherence to federal and state documentation requirements.

• Partnered with staffing agencies to fill operational roles quickly and maintain steady workforce coverage.

• Performed administrative duties including scanning, mailing, and recordkeeping to support efficient HR office operations.

MAY 2007 – APR 2016

Comcast Xfinity Technical Support Team Lead Jacksonville, FL

• Supervised and coached a team of technical support representatives, managing schedules, call queues, and real-time issue escalations in a high-volume environment.

• Monitored key performance metrics including first-call resolution, average handle time, and customer satisfaction scores to identify trends and drive continuous improvement.

• Led team huddles and one-on-one development sessions to enhance technical proficiency and customer engagement skills.

• Resolved escalated technical issues and customer complaints independently, applying expert-level product knowledge and problem-solving strategies.

• Coordinated with cross-functional departments including engineering, billing, and field operations to streamline service delivery and minimize repeat contacts.

• Created and maintained technical documentation, FAQs, and internal training materials to support knowledge sharing across teams.

• Spearheaded quality assurance initiatives that reduced repeat call rates by 20% and improved overall service consistency.

• Trained new hires on systems, policies, and customer interaction protocols, accelerating ramp-up time and productivity.

E d u c a t i o n & C e r t i f i c a t i o n

Master of Science, Industrial-Organizational Psychology Liberty University Jan 2025- Expected Jan 2026 Graduate Certificate in Management and Leadership Liberty University 2025 Bachelor of Science, in Psychology Liberty University 2024 3.5 GPA • NSLS Honor Society

National Producer License (43 States), 2024

S k i l l s

F M L A, A D A, H I P A A C o m p l i a n c e • L e a v e & A c c o m m o d a t i o n A d m i n i s t r a t i o n

• E m p l o y e e R e l a t i o n s & C o n f l i c t R e s o l u t i o n • W o r k d a y • A D P • K r o n o s • P a y c o m • i C I M S • O n b o a r d i n g & O f f b o a r d i n g • T a l e n t A c q u i s i t i o n • B e n e f i t s & C o m p e n s a t i o n • H R I S M a n a g e m e n t • C a s e M a n a g e m e n t S y s t e m s • P a y r o l l P r o c e s s i n g • P e r f o r m a n c e M a n a g e m e n t • H R P o l i c y I n t e r p r e t a t i o n • M i c r o s o f t 3 6 5 • G o o g l e W o r k s p a c e • D a t a R e p o r t i n g & A u d i t s • E m p a t h e t i c C o m m u n i c a t i o n • C o n f i d e n t i a l i t y & D i s c r e t i o n • C r o s s - F u n c t i o n a l C o l l a b o r a t i o n • P r o c e s s I m p r o v e m e n t • T i m e M a n a g e m e n t

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