Human Resources Customer Service

SUSAN B. GRAVES

Louisville, KY 502-***-****, ****************@******.***

Adaptable, creative, and resourceful professional with expertise in business analysis, human resources, and operations across diverse industries. Skilled at balancing business efficiency with exemplary customer service, attention to detail, and respect and professionalism in high-demand, fast-paced environments.

SUMMARY OF SKILLS

Salesforce: Proficient in using Salesforce for customer relationship management (CRM) and sales tracking.

Vendor Negotiations: Experienced in negotiating terms and agreements with vendors to optimize cost and service.

Team Building/Mentoring: Skilled in developing and leading teams, including mentoring new members and fostering collaborative environments.

Large-scale Business Analysis: Expertise in managing complex projects, utilizing methodologies and tools to ensure successful outcomes.

Oracle: Proficient in Oracle database management and analytics for data-driven decision-making.

Process Improvement: Adept at identifying inefficiencies and implementing strategies to enhance workflows and productivity.

Cost Containment: Experienced in developing strategies to reduce costs while maintaining quality and service standards.

Purchasing: Knowledgeable in procurement processes, including sourcing, negotiating, and managing supplier relationships.

E-Business Suite (EBS): Familiar with Oracle E-Business Suite for enterprise resource planning (ERP) and managing business processes.

PROFESSIONAL EXPERIENCE

General Electric Appliances, Senior Project Coordinator - Specialty Team (Remote), 2022 - Present

Execute specialty team (MAT) interventions including prioritization, cancellation, and order adjustments (split, push, cut & ship) to streamline operations.

Create and maintain CSO’s (Customer Sales Orders) maintenance tasks as required.

Coordinate with business resources to ensure timely and accurate delivery

Utilize collaboration tools to enhance delivery.

Maintain a high level of service to our SDS groups and our customers.

Fosters goodwill between region ASMs and SDS and Customers.

Participates whenever possible in collaborating ideas with Manager and Team.

Regeneron Pharmaceuticals, Benefits Verification Specialist, Louisville, KY 2017 - 2022

Verified benefit and eligibility information from payers/insurance companies for cutting-edge drugs produced by Regeneron.

Managed the system for initial and ongoing verification of benefits, ensuring accuracy and compliance.

Produced daily reports on benefit verification activities.

Prepared and maintained individual patient files in an electronic, HIPAA-compliant application. Provided regular updates to supervisors regarding benefit verification matters

Maintained a high level of professionalism and integrity in all communications and interactions.

The Kroger Company, Manager Mid-South Division, Louisville, KY, 2010 - 2017

Oversaw all Human Resource functions, including hiring and training store staff in the Mid-South Division.

Motivated and managed union associates, ensuring compliance with company policies and effective teamwork.

Prioritized Rewards and Recognition programs

Generated and analyzed sales reports, presenting findings to corporate management.

Acted as a liaison between store operations and corporate offices to address and resolve concerns.

Ensured adherence to food safety and handling standards.

The Kroger Company, Logistics, Louisville, KY, 2009 - 2010

Handled customer emails and calls from Kroger banner stores nationally, aiding and following up on order discrepancies across various product categories.

Responded to immediate store needs and conducted follow-up investigations for unresolved issues.

Traced promotional product shipments to address delays.

Communicated shipping or quality issues to all Distribution Centers.

Processed store delivery claims for credit using the web-based Customer Service claims site.

Coordinated with Local and Regional Distribution Centers to investigate and resolve order delivery claims.

Liaised with various business levels to gather information and resolve store claims or inquiries.

The Rawlings Company LLC, Auditor, Louisville, KY, 2004 - 2009

Led audit projects for WellPoint/Anthem Northeast, assisting in invoicing, training, and implementing new policies and procedures.

Mentored new audit team members in auditing policies, procedures, and client-specific requirements.

Developed and delivered training materials for the Audit Appeals process.

Researched client systems to identify overpayments and determine primary insurance carriers.

EDUCATION

Western Kentucky University, Education,

Bowling Green, Kentucky, 1993-1997

PROFESSIONAL ORGANIZATIONS

Phi Mu Sorority, Delta Tau Chapter 1993-1996

The Political Women’s Council of Louisville 2000-Present

Knights of Columbus Ladies Auxiliary, Louisville, Kentucky 2016-Present

Queens Daughters Ladies Organization, Louisville, Kentucky 2016-Present

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