Human Resources Customer Service

Melissa A. Copen

*** *** ***** ****

Elkton, MD 21921

Home: 443-***-****

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

SUMMARY OF QUALIFICATIONS

More than 16 years of experience in the Customer Service industry.

Excellent communications, interpersonal, intuitive, research/analysis, organizational and leadership skills.

Work effectively in a fast-paced environment and consistently prioritize tasks and meet deadlines.

Quick learner able to grasp new ideas, concepts, and methods.

Proficient in Outlook, Access, Excel, Word, and Power Point.

PROFESSIONAL EMPLOYMENT

VISN 1 – Compensation Center of Excellence VISN 1

Human Resources Specialist – Remote, GS-12 40 hrs/week June 2023 – October 2025

Consult with service and complete LPS’s and Special Salary Rates. Once approved by Medical Center Director, submit to WMC.

Complete technical review on Recruitment/Relocation incentives and Retention incentives.

Complete technical review on Market Pays, Pay for performance, and above the minimum rate.

Answer questions and concerns on compensation issues.

Work independently on routine actions, seeking advice on complex actions only after conducting extensive research and analysis from available resources.

Properly staff and code various SF52/50s.

VAMHCS – Perry Point, MD VISN 5 40 hrs/week June 2011 – June 2023

Human Resources Specialist, GS-12

Serve as a member of a team of HR Specialist providing HR technical advice and assistance to personnel.

Consult with service and complete LPS’s and Special Salary Rates. Once approved by Medical Center Director, submit to WMC.

Complete technical review on Recruitment/Relocation incentives and Retention incentives.

Complete technical review on Market Pays, Pay for performance, and above the minimum rate.

Answer questions and concerns on compensation issues.

Apply the fundamentals of Merit System Principles, OPM regulations, and applicable laws to various grades of General Schedule and non-appropriated fund lifecycle staffing and placement actions in accordance with the VA Handbook and local policies.

Provide advice and assistance to management on merit promotion procedures and the use of hiring authorities to include (Title 5) VRA, VEOA, and Schedule A; Title 38; Title 38 Hybrid.

I was the contact person to handle issues when our supervisor was out of the office.

Serve as the Lead HR Specialist on my team, answering questions for the other HR Specialists and training new employees.

Using USA Staffing, create and post announcements.

Review candidates and make minimum qualification determinations based on OPM, or applicable agency specific, qualification standards to include evidence of specialized experience and/or education substitution and time in grade requirements, if applicable.

Issue referral certificates applying merit procedures, and audit certificates after selection, adhering to Veterans Preference.

Determine appropriate pay setting for both new employees and apply pay setting procedures for current employees, make job offers, coordinate the completion of pre-employment requirements to include, drug tests, physical exams, psych evaluations and fingerprinting.

Coordinate with other HR offices, within and external to VA, to obtain SF-75 Information and establish release dates for selectees.

Coordinate/advise on Hybrid Title 38 professional standards boards.

Complete the staffing action by researching the Guide to Processing Personnel Actions to document appropriate Nature of Action, Legal Authority and remarks to SF52.

Properly staff and code various SF52/50s.

Work independently on routine actions, seeking advice on complex actions only after conducting extensive research and analysis from available resources.

I communicate daily with service chief inquiring about job opening. I am responsible for providing a full range of recruitment action for my services.

I also process personnel actions for current employees within my services. I have a vast knowledge of pay setting. I create and post announcements on the USAJOBS web site and US Staffing web site for Title 5.

I prepare (DEU) Delegated Examining and Merit Staffing Certificate(s) and issues to appropriate Selecting Official. I create vacancy announcements for technical and professional positions. I am also preparing Intra Agency Transfer 3918 for a reviewing salary to ensure that it is correct.

Audit and maintain delegated examining and merit promotion files.

As required, periodically purge expired cases files to maintain compliance with Delegated Examining records management.

Processes a variety of personnel actions affecting new hire and employee changes, including reviewing actions to determine nature of action codes, applicable regulations/procedures involved.

Process changes to data elements, such as service computation dates, name changes, etc.

Provides technical assistance in the development of the job analysis and competency-based questions.

Communicates with program areas to ensure all required documents are submitted prior to initiating announcement.

Schedules and conducts periodic review of positions and organizational structure making position management recommendation as appropriate.

VAMHCS – Perry Point, MD VISN 5 40 hrs/week June 2008 – June 2011

Human Resources Assistant, GS7

Serve as a member of a team of HR Assistants providing HR technical advice and assistance to personnel.

Provide HR advice regarding a variety of problems regarding pay and benefits.

Perform technical work in processing and coding a full range of recurring and nonrecurring personnel actions. Such actions include a variety of accessions, position and pay changes, separations, etc., for excepted and competitive service.

Specific duties performed daily include reviewing SF52s Request for Personnel Action to determine appropriate nature of action to ensure the action is appropriate for intended purpose. Review and complete SF-52s, Request for Personnel Action, including determining benefits eligibility, retirement system, creditable service, salary date, within-grade eligibility, leave group etc., in accordance with various OPM and VA regulations.

Work with supervisors and employees providing advice and guidance regarding retirement, life insurance, and health benefits.

Perform review of agency forms and other documents submitted by/for employees concerning benefit elections including need for beneficiary forms and other related retirement concerns for accuracy and completeness.

As required, solicit required information from employees and supervisors to complete benefit and employment documents.

Post job announcements on USAJOBS.GOV.

Prepare and send out non-selective letters to applicants.

Assist with New Employee Orientation (NEO) attended by all new employees.

Provide information and assistance to claimants and supervisors concerning processing procedures.

Review PAID error/reject messages daily and with DFAS to resolve problems and discrepancies to ensure that employees are paid timely and accurately.

As needed, make necessary changes/corrections. Verify actions on the SF-50 for accuracy and makes necessary corrections.

Receive and screen applicants, employees, and telephone calls and addresses general questions concerning HR office procedures.

Answer inquiries regarding types of vacancies and vacancy announcements, procedures for filing applications, receipt and disposition of applications, and general questions concerning Federal employment.

Work closely with personnel security.

Establish and maintain personnel records including Official Personnel Folders.

Work with Payroll and DFAS and HRIS to resolve complex issues affecting pay and benefits. Trained in developing vacancy announcements on USA Staffing.

Currently we serve as Trainer for new Human Resources Assistants to provide in-depth training on coding of personnel actions.

VAMHCS – Perry Point, MD VISN 5 40 hrs/week May 2007 – June 2008

Accounts Receivable Technician, GS6

Responsible for posting third party payments to the matching bills in VISTA in a timely manner to ensure department goals.

Review for accuracy and process third party payment actions.

Decrease remaining balances on third party bills.

Adjust co-pays on first party bills to co-inside with insurance payments.

Process EDI payments that are received electronically.

Troubleshoot EDI exceptions and payment rejections.

Contact insurance companies to follow up on unpaid bills.

Retrieve mail from Agent Cashier to ensure payments can be posted.

Document payments in excel to track the number of payments made each month.

Counsel veterans on their VA benefits.

Communicate with customers via telephone, written correspondence, or in person to respond to inquiries including billing issues, repayment plans, waivers, and co-pays.

Process and distribute incoming mail.

Coventry Health Care – Newark, DE 40 hrs/week March 2004 – May 2007

Integrated Service Specialist (Virtual Employee)

Responsible for processing medical insurance claims in a timely manner to ensure customer satisfaction and company goals.

Process medical claims to ensure proper payment is sent to providers. This includes claims from Veterans Administration, Hospitals, Physicians, and other health care providers.

Review claims for accuracy and make corrections as needed.

Communicate with customers via telephone, written correspondence, fax, and/or web site to respond to inquiries including authorizations, payments, denials, eligibility, and coordination of benefits.

Counsel customers on their health care benefits.

Coventry Health Care – Newark, DE 40 hrs/week January 2002 – March 2004

Associate Customer Communications Specialist

Responsible for developing customer relationships by responding to customer inquiries. Resolving customer concerns to meet or exceed customer service requirements.

Communicate with customers via telephone, written correspondence, fax, and/or web site to respond to inquiries including authorizations, payments, denials, eligibility, and coordination of benefits.

Investigate and resolve outstanding issues to achieve customer satisfaction.

Review claims for accuracy and make corrections as needed.

Review emergency room notes for claim approval or sent for medical review.

Counsel customers on their health care benefits.

Train new employees.

Serve as the marketing contact for one of the top 10 customer groups.

Wachovia Bank Card Services – New Castle, DE 40 hrs/week January 1993-November 2001

Marketing Information Specialist September 1999-November 2001

Resolved marketing-related issues requiring research. Served as the liaison between the customer service call center and marketing.

Served as the first Marketing Information Specialist in Delaware and defined the job description.

Created resource center, which supported customer service representatives.

Created and maintained the Marketing Call Issue (MCI) form and database to track call volume stemming from marketing-related issues. Generated weekly report which assisted/advised the marketing managers.

Displayed current marketing samples and pieces for customer service reference in dealing with customer inquiries.

Organized and facilitated monthly meetings between marketing and customer service, which resulted in improved communication between the two.

Created written articles and news updates tailored for “InVision” (Intranet website) to introduce new marketing strategies to staff of 350 customer service representatives.

Served on a four-person team, to analyze and develop training systems for new employees on marketing programs to ensure improved customer service.

Assisted customer service department with any technical, administrative, and clerical support as needed.

Trained new employees on marketing products and information.

Work Coordinator 40 hrs/week May 1998-September 1999

Assisted customer service representatives with any questions and issues pertaining to cardholder accounts. Handled escalated calls from cardholders. Complied customer service representative's daily productivity and entered results in a report.

Prepared monthly report on the number of escalated calls.

Directed workflow and supervised a team of 10 customer service representatives.

Motivated staff to attain departmental goals.

I wrote and produced monthly call center newsletter.

Assisted customer service department with any technical, administrative, and clerical support as needed.

Trained new work coordinators.

Composed letters to customers in response to correspondence received.

Assisted with customer service week preparations.

Assisted with monthly motivational themes.

Customer Service Representative, Applications Specialist 40 hrs/week May 1995-April 1998

Responded to phone inquiries to deliver effective customer service and promoted company products.

Trained new employees.

Commended by management for consistently meeting and exceeding departmental quotas and quality control requirements.

Established and maintained excellent working relationships with customers and employees.

Counseled customers on their credit card benefits.

Statement Processor 40 hrs/week July 1993-May 1995

Operated the Bell and Howell statement insert machine.

Bundled mail by zip code for postal delivery.

One of the top performers in quantity of statements inserted.

Credit Clerk 40 hrs/week January 1993-July 1993

Created new filing system to increase production.

Opened and sorted mail for the credit department.

Pulled files and attached letters to applications for reevaluation.

Numerically filed declined applications.

Olsten Temporary Services - Newark, DE 40 hrs/week November 1991- January 1993

Credit Clerk

Proofread edited, and data entered applications.

Attached credit reports to applications and filed them numerically.

Assisted with telephone coverage.

Labeled approved applications and filed them numerically.

Assisted with telephone coverage.

Labeled approved applications with account numbers.

Performed credit investigations.

Century 21 Ulrich and Company - Elkton, MD August 1990-December 1991

Real Estate Agent

Listed, showed, and sold properties.

Held “Open House” on listed properties.

Assisted with telephone coverage.

Performed cold calls to obtain clientele for real estate sales.

EDUCATION AND PROFESSIONAL TRAINING

Ashworth College – Norcross, GA

American Institute of Banking - Dover, DE 1999-2001

Supervisory Skills Certificate - Completed courses including Business Communications, Effective Budgeting, Legal and Effective Interviewing, Legal and Effective Performance Appraisals, and Coaching for Results.

Professional Development Certificate - Completed courses including Thinking Creatively, Dealing with Conflict, Making Your Time Count, Participating in Project Teams, and Negotiating for a Positive Outcome.

Microcomputer Skills Certificate - Completed courses including Basics and Advanced Windows 95, Basics and Advanced Access, Basics and Advanced Excel, Basics and Advanced Word, and Power Point.

Cecil Community College - North East, MD 1990-1991

Accounting

Real Estate License Course

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