Customer Service Human Resources

Terry L Dougherty

*** * **** ** *******, FL ***** 863-***-****

OBJECTIVE: A career/professional position in Human Resources

EDUCATION: Valencia Community College AA Degree 1982-1985

Florida State University BA History 1985-1986

University of Central Florida 1986-1989

Military Service: US ARMY 1977-1981. Artillery/supply clerk. Honorably Discharged June 1981. Specialist Four, E-4.

Work Experience:

Randstad, US, LP Miami Field Office : Senior Pension Administrator October 2005-February 2010. Responsibilities include: lead junior team members in benefit administration tasks for complex plans, provides technical advice and assistance to other team members, assist supervisor with technical and quality control reviews, oversee and produce BDL, assist with the training and development of junior and entry level administrators, develop plan interpretations, assist in authorizations, assist with building databases of participant information, provide excellent customer service to all PBGC customers and personnel in accordance with PBGC Customer Service Standards, and perform other duties as assigned. Job Duties Performed: Using computer applications such as Excel spreadsheet to enter participant information, Word to write correspondence, customer service in answering questions, manage data base for returned checks, and complete related reports. Putting participants into pay on an On Line system, resolving issues and completing all correspondence. Specific job duties includes leading junior members in benefit administration, providing technical advice and assistance to other team members, assist in training of junior administrators, assist in building database of participant information, and providing customer service to all PBGC customers and personnel in accordance with PBGC Customer Service Standards.

Randstad, US, LP PBGC Headquarters Washington, DC: November 2004-September 2005. Duties of a Senior Pension Administrator to include preparing reports for new received information using Excel, data corrections from the field, quarterly uncashed check report, and other duties as assigned.

Agency for Workforce Innovation: July 2001- August 2004. Duties of Unemployment Specialist Empowered to resolve issues, enter claims, pay weeks, ensure resolution of problems, and assisting employers with Unemployment needs. Knowledge of Unemployment laws and good business practices to assist customers in receiving Unemployment benefits.

Specialized Treatment, Education, and Prevention Services, Inc.: June 2000-July 2001.Duties of a Financial Assistant to include personnel, payroll, benefits, accounts payables receivables, and record maintenance. Worked outside vendors supplying a small anti-drug non-profit company.

Hewitt and Associates LLC: April 1999-May 2000. Duties of a Customer Service Representative for an Outside Benefits/Human Resources company to include resolving benefit issues for employees of a Fortune 500 company. Worked with all aspects of benefits, refundable accounts, and retirement benefits. Handle special projects as additional duties.

Department of Labor Employment and Security: July 1988-April 1999. Duties of Job Services Interviewer/Unemployment Claims Specialist to include matching customers with jobs, interviewing for skills knowledge and abilities of customers, filing claims, screening for program assistance, writing job orders, assisting employers by screening and hiring employees in the employer workplace. Involved with combining Unemployment and Job Service in accordance with the US Department of Labor plan.

Walt Disney World: March 1976-June 1977 and May 1981-June 1985. Duties of a stroller repair and sales associates in the Magic Kingdom. Repaired strollers and wheelchairs, sold Disney merchandise, and worked in restaurant cleaning tables and assisting cooks as needed.

Skills, Knowledge, and Abilities

Personal Computer skills: Excel, Quattro Pro, Word Perfect, Internet. PBGC Applications :eALG - Word, Prism, Oracle

Online Systems: Local network, Statewide Job Service/Unemployment Service system. Land Network.

Interviewing, Benefits, and Personnel Experience, Military Supply Experience

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