Customer Service Expert with Pharmaceutical Experience

Gary L. Palma

Cell: 561-***-**** Email: *************@*****.***

Riviera Beach, FL 33404 www.linkedin.com/in/garypalma

CUSTOMER SERVICE REPRESENTATIVE with experience delivering exceptional customer support. Adept at resolving complex issues, enhancing customer satisfaction, and fostering positive client relationships. Strong communication and problem-solving skills, with a commitment to continuous improvement and excellence in service delivery.

AREAS OF STRENGTH

Customer Relations

Microsoft Office Proficiency

Interpersonal Skills

Effective Communication

Teamwork and Collaboration

Attention to Details

Problem Solving

Prioritization

Adaptability

PROFESSIONAL EXPERIENCE

Delivery Driver Gigs 2024-2025

Made timely, undamaged deliveries for florists and DoorDash.

Effectively used mobile applications: florists’ delivery trips, InRoute and DoorDash.

Excellent driving skills – At-fault accident-free for 40 years.

Human Resources & Positive Employee Relations Consultant & Contractor

Advised numerous clients onsite & remotely. 2014-2017, Resumed in 2021 to Present

Consolidated employee handbooks from three associated business entities in three states into a single handbook, updated to ensure compliance for 2021 and 2023.

Conducted discrimination and employee complaint investigations, interviewed witnesses and submitted recommendations to clients to resolve identified issues.

Conducted assessments of management teams.

AMERICANS FOR PROSPERITY, Traverse City MI June – August 2024

Canvasser

Followed survey script to obtain information face-to-face from designated participants regarding their issues, preferences and voting plans.

Utilized i360 Walk app to obtain assignments and to record feedback to survey questions which was provided to client.

Supported political candidate who won election with 62% of the vote.

MINERAL November 2021 – February 2022

Human Resources Advisor

Utilized broad HR knowledge and expertise to provide superior advice and coaching to hundreds of clients in all 50 states regarding executing employee relations and best practices

Ensured compliance with employment and wage and hour laws to minimize exposure, defensible terminations and benefits administration.

Achieved 4.8/5 rating from clients and answered tickets 50% faster than the team average. Used internal ticketing platform as well as Slack, RingCentral and Outlook communications platforms.

OASIS, a Paychex Company December 2017 – June 2020

Human Resources Services Advisor

Provided superior advice and coaching to over 1000 clients in all 50 states regarding executing employee relations best practices, ensuring compliance with employment and wage and hour laws to minimize exposure.

Used PrismHR ClientSpace, ThinkHR and internal Oasis/Paychex platforms.

Advised on and resolved 90 client cases per month.

EDUCATION & PROFESSIONAL CREDENTIALS

Society of Human Resources Management – Senior Certified Professional (SHRM-SCP)

Bachelor of Arts Degree

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