Customer Service Human Resources

Elizabeth Santos

**** ***** ***** *** *******, GA 30076

Cell: 404-***-**** *********.*******@*****.***

HUMAN RESOURCES SERVICE DELIVERY

HUMAN RESOURCES SERVICE CENTER EXPERIENCE

Dynamic human resources professional with a strong operational background complemented by hands-on management experience. Proven ability to lead multi-site teams; implement processes and systems that improve efficiency and reduce costs; and align HR as a strategic, value-added business partner. Strong background in HCM solutions, HRO Service Delivery; excellent communication, facilitation, and conflict resolution skills.

HRO Service Delivery HCM Solutions Process Engineering/Re-engineering Organizational Development Recruitment & Retention Conflict Resolution Performance Management Training & Development Workforce Planning Team Leadership

PROFESSIONAL EXPERIENCE

NORTHGATEARINSO, INC. (NGA), Atlanta, GA, 2002 to August 2011

Global HR software and services provider based in the UK, with operations in the Americas, Canada, and EMEA; previously doing business as ARINSO International and Argus Integrated Solutions; acquired by Northgate and KKR in 2007

HRSC North America Manager, 2009 – August 2011

• Responsible for ensuring the use of BPO off-shoring is maximized

o Increased off-shoring percentages from 21% in FY ’07/08 to 35% in FY ’08/09

o Increased off-shoring percentages from 35% in FY ’08/09 to 90% in FY ’09/10

• Establish and Manage BPO operations standards, and policies based on best practices. Directs implementation and execution of such policies and practices throughout the BPO department.

• Responsible for hiring, managing and terminating when necessary, positions within the Human Resources Service Center (HRSC).

• Provide project planning for each assigned project, which takes into account budgetary parameters, resource requirements, attainment of short-term and long-term project objectives, reusability of project output, measurements of project effectiveness and coordination with requirements of the HRO clients’ ongoing service requirements.

• Proactively liaise with resources in Argentina, Manila and U.S. to meet daily needs of service center; Work with training and management teams in Argentina to ensure consistency of processes.

• Responsible for implementing global HRO strategy locally.

• Responsible for transition of service delivery post NGA/Convergys merger. Responsibilities included but were not limited to :

o Resource Management Planning

o Training Plan Management and Delivery

o Off-shore Plan Management

o Project Management

o Process Review Meeting with NGA Leadership team

o 3-month remote support post transition.

Data Management Services (DMS) Manager, July 2007 to December 2009

Responsible for the overall Management including hiring, firing and training of up to 19 agents including off-shore (Argentina and Manila) agents.

Mentor, performance management/coaching, skill development, discipline, compensation, etc. of on-shore and off-shore resources.

Monitor team staffing and scheduling to ensure the team has the appropriate level of expertise at all times. Control overtime expenses against budget.

Built strong and foster, effective partnership with client Account Managers in order to develop detailed client knowledge and provide high quality service.

Implement and manage team processes and initiatives in order to satisfy client service level agreements.

Continually evaluate and improves work processes to achieve performance goals.

Research trends and gather customer service benchmarking. Sets and implements standards.

Customer Service Team Lead, October 2004 to December 2005

Manage and train a team of 15 agents to perform assigned tasks in an efficient and professional manner which decreased the workload and improved customer service relations. I was responsible for the training and development, coaching, along with the day-to-day supervision of direct reports.

Establish customer service and performance standards for direct-reports in addition to monitoring the results of each standard.

Develop relationship with HR Managers and recommended changes to improve quality of output and responsiveness from direct reports.

Create and maintain a work environment that was positive, high energy and focused on meeting the business needs. Major responsibility included but not limited:

• Call stats reporting/Daily reporting

• Handling escalated calls

• Communication with the Account Managers

• Client specific Training. Prepared documentation

• Team meetings/One-on-One

• Client/Internal Meetings

• Conducted Interviews

• Performance reviews

• Audit calls

• Validated transactions

• Assisted with all Open Enrollments across clients

Transactions Services Agent , July 2004 to October 2004

Resolve escalated and complex issues in one or more specific process areas which include:

• Payroll

• Benefits

• Organizational Management

• Reporting/Processing-Interfaces(Flexben Cobra, VSP, Towers Perrin Pension File, John Hancock Eligibility, Ask MAYO, RMSA Termination Report and RMSA Census Report

Partner with benefits/vendor management group to ensure accurate communication and administration of client benefits and effective management of client open enrollment process

Research and Resolve complex, escalated client organizational management cases at it relates to basic reorganizations, acquisitions, mergers, divestitures, job changes,

Customer Service Agent, March 2002 to July 2004

Bilingual (Spanish) Representative

Responsible for executing excellent customer service for multiple clients. Assisted existing customers with queries, problem solving, and providing detailed explanation within Service Level Agreement.

Process Annual Enrollments for Multiple clients.

Handle and process all the customer queries received through emails, phones and faxes.

Document all calls and queries to ensure the information is implemented properly.

Comp Benefits, Alpharetta, GA, June 2000 to March 2002

Member Services

Handled more than 150 in-bound calls per day

Process dental claims and enrollments

Verify Eligibility

Ensure one time call resolution

Verify codes and specifications

Communicate with dental facility to ensure accuracy

Complete tasks efficiently in high pace environment

SOFTWARE

SAP, AS400, Microsoft Excel, Microsoft Word, Microsoft Power Point

EDUCATION

Sullivan Community College

South Fallsburg, NY

Associates Degree -Computer Science

Westchester Community College

Valhalla, NY

Continued Education - Child Psychology

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