Customer Service Development Specialist

Beth Alexander

**** ********* **, **************, ** 23111

********@*****.*** 352-***-****

Professional Summary

SHRM-CP certified HR professional with 15+ years of experience in HR operations, onboarding, benefits administration, employee development, and compliance in private and government sectors. Skilled in HRIS (ADP, Kronos, UKG, Cardinal), payroll administration, recruitment support, and U.S. employment legislation. Adept at partnering with HR teams to implement people strategies, streamline HR processes, and enhance employee engagement. Available to work onsite in Richmond, VA, with openness to full-time conversion after contract tenure.

Areas of Expertise

HR Operations & Administration

Recruitment & Onboarding

HRIS Management (ADP, Kronos, UKG, Cardinal)

Payroll & Benefits Administration

Compliance with U.S. Employment Laws

Employee Engagement & Relations

Training & Development (In-person & Online)

Data Analysis & Reporting

Process Improvement & Continuous Improvement

Professional Experience

Training Officer

Zuckerberg San Francisco General Hospital – San Francisco, CA

April – December 2025

Certified Conflict Resolution Trainer; provided guidance on employee inquiries and program needs.

Managed LMS system updates and ensured smooth access for staff training.

Supported onboarding and orientation initiatives to ensure compliance with HR policies.

People and Culture Specialist (HR Generalist)

Catholic Charities – San Francisco, CA

November 2023 – March 2024

Supported recruitment activities and onboarding for new hires, including scheduling, orientation, and benefits enrollment.

Managed employee benefits updates and HRIS data entry to ensure accurate payroll processing.

Assisted employees with HR policy questions and facilitated employee relations investigations.

Conducted compliance training scheduling and data analysis for HR reporting.

Trainer and Instructor III

State of Virginia Department of Medical Services – Richmond, VA

September 2018 – Present

Delivered training to 50–600 employees using LMS and webinar platforms (WebEx, RingCentral, Adobe Connect).

Consulted with leadership to identify training needs and implement employee development programs.

Led annual benefits enrollment training and HR policy communication sessions.

Collected and analyzed HR and LMS data to support HR process improvements.

Contact Center Trainer

Kobie Marketing – Remote

February 2017 – January 2018

Designed and developed customer service and HR-related training programs, including onboarding for new hires.

Partnered with management to assess training gaps and implement solutions aligned with operational goals.

Utilized LMS platforms, Microsoft Office, and distance learning tools for training delivery.

Customer Service Trainer

Nationwide Insurance – Remote

March 2015 – January 2017

Managed new hire cohort programs and applied Lean methodology to identify training gaps.

Collaborated with HR and leadership to ensure training compliance with company policies.

Developed interactive training modules and online learning tools to improve employee performance and engagement.

Education

University of Phoenix – Jacksonville, FL

Master of Arts – Organizational Management

Bachelor of Science – Business Management

Certifications

SHRM-CP (Society for Human Resource Management – Certified Professional)

Certified Conflict Resolution Trainer

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