Customer Service Management

Jill A. Carney, PHR

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

http://www.linkedin.com/in/jillcarney

EXPERIENCE

Arrow Electronics, Englewood, CO May 2011 - Current

HR Organizational Effectiveness Analyst

• Global Talent Management HRIS system operations and advisor for employee performance and recruiting

• System based and ad-hoc reporting

• Facilitated goal setting and succession planning system maintenance

• Global talent management team meeting facilitation

• Vendor management with contracted solutions provider

• Main point of contact for escalated system issues

• Collaborate with areas of excellence including compensation, HR Managers and HR technology to seamlessly integrate processes and systems while providing a superior user experience

HR Representative January 2010 – May 2011

• First line assistance in the service center for payroll, benefits, open enrollment, verification of employment, and leave of absence.

• Contribution to the successful implementation of new HRIS (Workday) through testing, validation and transitioning of data.

• Administration of various benefits to include vendor management and issue resolution.

• Life insurance management including payout and evidence of insurability reconciliation.

• Canadian benefit enrollment, issue management and disability pay.

• Development and participation in HR forum informational and training calls.

• Partnering with sales compensation for better service center integration.

• Responsible for the implementation of end-to-end leave of absence process and LeaveLink software migration.

• Leave administration to include short term and long term disability, military leaves, personal leaves and work comp claims.

• Established new FMLA, ADA, US and Canadian leave of absence process and policies.

• Payroll administration for employees on leave of absence.

• Consultative support for business units concerning leave management.

• Creation of ad-hoc reporting for metrics concerning benefits and leave of absence.

• Reconciliation of reimbursement for benefit deductions of employees on a leave of absence.

• Benefit administration to include open enrollment, issue resolution and vendor management

First Data Corporation, Omaha, NE August 2007 - March 2009

HR Analyst

• Participated in departmental strategic planning process and ongoing change management to further streamline processes and to better align with other HR areas and overall mission statement.

• Facilitated new employee orientation including new hire paperwork and training as well as rewriting orientation presentation for the HR Service Center.

• Authored cross-departmental HR customer service surveys in regard to voice response phone system and compiled results.

• Managed meetings and presented updates for the department in manager’s absence as requested.

• Risk Management and worker compensation liaison concerning process improvements and problem resolution.

• Co-authored rewriting leave management procedures and facilitated training for managers and HR Generalists.

• Prescreened production and call center applicants for recruiting.

• Supported annual benefit enrollment.

• Advised HR Generalists on leave related policies and pay procedures. Ensured consistency and compliance from a legal and ethical standpoint.

• Managed over 200 continuous and intermittent leaves of absence monthly covering FMLA, ADA, STD, LTD and USERRA utilizing PeopleSoft.

• Reconciled leave related pay issues and proactively notified payroll resulting in manual check savings.

Vital Learning Corporation, Omaha, NE June 2005 - July 2007

Customer Service Specialist/Desktop Publishing

• Responsible for company web site maintenance and creation of registration pages for online coursework.

• Prepared various analytical reports as requested from Excel and Quickbooks.

• Compiled online usage and prepared monthly billing with balancing and submitted for invoicing.

• Facilitated monthly commission computations and payments.

• Supported shipping and invoicing as needed.

• Answered inquires from affiliates and clients on products and pricing.

• Developed and maintained administrative processes including government contract updates.

• Assisted with annual conference registration and materials preparation.

EDUCATION AND CERTIFICATIONS

PHR –2010

Bellevue University, Bellevue, NE

Bachelor of Science, Human Resource Management

January 2008, GPA 3.87, Dean’s List

VOLUNTEER

Member, Society for Human Resource Management, 2006 – Current

Member, Human Resource Association of the Midlands, Workforce Readiness Committee 2008-2009

Reading to Read mentor, Books and Beyond room coordinator, Rockwell Elementary 2000-2006

Leader and Service Unit Secretary, Girl Scouts, 1996 – 2005

Orientation and Human Services Director, Millard Jaycees, 1990 – 1991, Member, 1988 – 1991

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