Customer Service Support

Beverly Kearbey

St. Louis, MO ***** 785-***-****

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

Summary

Dynamic HR professional with an MBA and over 15 years of experience in managing complex HR functions for government and Fortune 500 organizations. Proven track record in database management, regulatory compliance, and enhancing operational efficiency. Skilled in delivering exceptional customer service and fostering collaborative environments while maintaining confidentiality. Adept at navigating high-volume HR transactions and implementing process improvements that drive organizational success.

Skills

HR Database management

Employee Relations

HR Compliance Management

Exceptional Customer Service

Process improvement/Drive Organizational Success

Interpersonal communication

Collaborative team leadership

Adaptability/constant change

Attention to detail/editing proficiency

Work prioritization/Time Management

Problem-Solving proficiency

Excellent multitasking skills

Performance Management

Conflict Resolution

Experience

Sr. Human Resources Specialist, 10/2010 03/2025

GS-12/7, Salary $59.16/hr. (Remote)

Department of Veteran Affairs Topeka, KS

Entered, updated and audited HR data, generated reports and assisted with audits to ensure compliance.

Much of this position is dealing with customers, problem solving issues (sometimes having to go back to the 1900’s to correct something that was input incorrectly at that time and so everything coming forward had to be corrected as well – including pay), fixing those issues, making sure our customer is satisfied so that we don’t lose them as clients or employees, and having the patience of a saint sometimes – that would be me. The other time is spent on data entry, validation, quality assurance, and making sure that all account information has been entered accurately.

Successfully processed over 450 HR transactions monthly, maintaining a 99% accuracy rate, which contributed to improved operational efficiency.

Provided independent and sound judgment in performing complex, sensitive project work characterized by a high degree of difficulty related to the Technical Review Management of Personnel Actions Request (PAR) within the Human Resources Management Service applicable database (HR Smart) System.

Promoted high customer satisfaction by troubleshooting their issues and resolving their concerns with knowledgeable, professional and friendly service.

Documented all internal and external email, phone call, Teams Chat in my Excel Tracking Log Sheet which showed date, customer name, interaction from customer as to issue being worked, was issue corrected. Column for follow-up in one week to ensure issues are now resolved and they are satisfied with the service that was provided.

Experienced with our HR and USA Staffing (which is our employee tracking tool). It’s where the job request starts and finishes with an employee in the seat. That’s where I take over as Technical Reviewer and make sure that they are legal and being paid correctly in HR Smart.

Responded to customer requests regarding their Employee Official Personnel File (eOPf) by looking at it with them, using the Teams platform, and sharing my screen so that we could research it together and if there was a problem I assured them I would do the Correction on it at once, and if there was no problem and it was them just not understanding something, I would clarify for them what everything meant on the SF-50 and why the numbers/verbiage was there and would remain there.

Processed and managed employee lifecycle transactions including new hires, promotions, pay increases, transfers, change to lower grade, conversions, within-grade increases, status changes, and terminations with accuracy and timeliness.

Proficient using Microsoft Office Suite (Word, Excel, Outlook).

Processed 50+ emails, 25+ calls, and on average 6+ YourHR tickets daily from customers inquiring about their HR Smart records, payroll issues or benefits.

Conducted research and completed analysis to recommend improvements regarding all HR Smart functional areas to supervisor and/or director.

Utilized policies and procedures to ensure that technical provisions are adhered to within HR Smart, which directly affect the regulatory correctness, compliance with standards, and responsiveness of HR Services.

Responsible for reviewing and entering Remedy (DFAS) help tickets for all issues, including complex accession issues, pay discrepancies, cancellations, corrections, benefits and their corrections as in some cases, like a pay issue, this could be the difference in someone receiving a paycheck or not receiving a paycheck, due to unforeseen circumstances.

Approached customers and engaged in conversation through use of effective interpersonal and people skills.

Collaborated closely with team members to achieve project objectives and meet deadlines using the Teams platform as my team is scattered all over the United States.

Provided excellent service and attention to customers when face-to-face on Teams, through phone conversations, or communicating by email. Since we are all remote workers, we have over 288,000 customers that we may deal with daily by phone, email or on Teams because they are also scattered across the United States and some in Europe.

Identified needs of customers promptly and efficiently. As soon as I saw an email or IM from an employee and the subject matter line, I would know immediately what they needed and would pull up their record, in whichever application I needed to get the information from, and would already have it ready to respond to the customer with, which always made them wonder, how I could respond so quickly. They were still pleased to receive a response so quickly and to not be sent from person to person.

Excellent multitasking skills when given two or more competing, but equally important tasks/projects to complete.

Worked with cross-functional teams to achieve goals, identify any areas where we could improve our customers’ experience with HR, Benefits, Performance, etc. and to consider process improvement opportunities when/if needed.

Prioritized and organized tasks each morning to efficiently accomplish service goals.

Experienced in using web browsers (Internet Explorer, Edge, Chrome) and the Teams platform for our daily Huddle meetings, collaboration meetings, customer meetings, etc.

Contact Center Representative (Pharmacy), 08/2009 10/2010

GS-05, Salary $17/hr.

Department of Veteran Affairs Topeka, KS

Responded to incoming calls from Veterans or Caregivers, by telephone, requesting refills of their medications by mail. Every day when coming in to work I would look at the Q-monitor, and it would show over a 1,000 calls in Que. It was like that all day long and would never go below 900.

Provided highest level of professionalism and knowledgeable service to every customer.

Updated customer accounts, addresses and contact information within call management databases (CRM).

Kept records of customer interactions and transactions, thoroughly recording details of inquiries.

Engaged actively with callers, confirming or clarifying information and patiently diffusing anger when they could not get opioid refill for another week.

Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.

Maintained strong call control and quickly worked through scripts to address problems.

Mentored junior team members and managed employee relationships.

Offered solution to de-escalate call and solve customer issue, when junior team member couldn’t control call and was not following script which threw them completely off course.

By taking control of calls from them, I showed the team members that being focused on the conversation with customers to understand needs, they could then answer the medication questions and resolve issues by following script.

Demonstrated strong problem-solving skills, resolving issues efficiently and effectively for my customers.

Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.

Our pharmacy team had a uniquely strong bond as we were the start-up group that the VA had just decided to launch at the Call Center, so it was quite a learning curve for the first twenty of us and then two months later we were the actual OG’s helping to train the newcomers to the pharmacy team.

Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.

Associate IT Analyst, 01/2004 04/2008

Salary $35/hr.

Wachovia Securities (formerly A.G. Edwards & Sons, Inc.) St Louis, MO

Maintained, collected, and distributed candidate profiles to appropriate team members for hiring decisions.

Administrator for the Technology Group Employee Database (TGED).

Worked effectively in team environments to make the workplace more productive.

Updated and maintained databases with current information.

Generated monthly IT Division People Dashboard for senior-level management approval.

Created inventory reports.

Input new employees and contractors/consultants into the Learning Management System (LMS) for AGE University, School of Technology.

Responded to questions and inquiries pertaining to the LMS system as the system administrator.

Provided administrative maintenance to TGED daily by inputting changes, corrections, additions, and deletions.

Produced monthly metrics showing hires, separations, and the different job family levels by department over the years.

Coordinated with managers and candidates in scheduling interviews for perm/contractor positions.

Reviewed and analyzed computer printouts and performance indicators to locate code problems and correct errors.

Completed day-to-day duties accurately and efficiently.

Education

St. Louis Community College St. Louis, MO

A.A. Business Management, Graduated Cum Laude

Southern Illinois University Carbondale, IL

B.S. Business Management, Graduated Cum Laude

Webster University St. Louis, MO

MBA Business/Human Resources

Accomplishments

National Dean's List, 1997-2002 and Dean's Honor Roll

Phi Theta Kappa Honor Society member

Salute to Excellence Winner

WMC - Employee of the Month

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