Experienced Human Resources Representative Resume
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Resume:
Summary of Qualifications
Dynamic, proactive and people-driven professional with over ten years of increasingly responsible HR generalist experience, including two years managing Special Projects within a fast-paced HR function and environment. Proven ability to provide critical support in the development and implementation of HR strategies that achieve business results. Equally adept at optimizing performance through organizational change. Excellent skills in problem solving, multi-tasking and communications. A trusted company advocate who can effectively balance the needs of both individual and organization.
Professional Experience
RANDSTAD TECHNOLOGIES - University of Maryland University College
Largo, Maryland – Present
Quality Assurance Analyst / – Present
Promoted to this role to be responsible for monitoring and documenting Student Service Representative calls, emails, and chats quality in support of the departmental quality goals and initiatives.
- Monitor calls, chats, and review emails for accuracy of information and call handling standards.
- Participants in the design of all quality monitoring formats and quality standards.
- Participants in training activities on any changing or new processes and procedures.
- Ensures that representatives are delivering a high level of customer service.
- Provides Management and Supervisors with regular performance feedback on the Student Service Representatives.
- Analyzes quality trends and develop individualized quality improvement plans to promote consistent development of Representatives.
- Assists with facilitating monthly Open House events and New Hire orientations.
- Record evaluations utilizing the Avaya and Cisco quality monitoring systems.
Student Service Representative / – /
Reported directly to the Performance Manager. Handled customer inquiries, complaints, and billing questions.
- Provided excellent customer service support in a professional, patient and courtesy manner.
- Maintained extensive knowledge of the University’s Policies and Procedures.
- Ensured detailed explanations of user problems and call resolutions are entered into the Problem Management System &#;SalesForce and PeopleSoft&#;.
- Communicated effectively and regularly with other internal departments to ensure quality service and support.
- Assisted with facilitating monthly Open House events and New Hire orientations.
- Processed payments by credit card and provided payment options to students regarding tuition and fees.
- Assisted current and prospective students by phone with registration procedures, enrollment, Financial Aid, class schedule/confirmation, cancellations and/or relocation, and transcript requests.
- Maintained confidentiality regarding student personal records, financial records and academic records.
- Maintained knowledge and adherence to state, federal and local laws such as FERPA and pertaining to program eligibility requirements.
VALOR HEALTHCARE – Washington, District of Columbia –
Human Resources Manager
Reported directly to the Vice President, Human Resources. Planned, directed, and coordinated human resource management activities to maximize the strategic use of human resources and maintained functions such as employee compensation, recruitment, personnel policies, and regulatory compliance.
- Prepared and maintained accurate records, files and reports, including responsibility for maintaining personnel records.
- Supported the development of a performance review and goal setting process; including standardized forms and review criteria.
- Negotiated, prepared and delivered offers with candidates.
- Conducted termination process for voluntarily and involuntarily terminations. Analyzed data from exit interviews, providing constructive feedback and recommendations to management for continuous improvements.
- Coached and counseled management staff on human resource policies and procedures. Handled day-to-day inquiries from employees and managers.
- Communicated effectively verbally and in writing to all levels of staff and management, outside officials and agencies, expressing ideas and instructions clearly and concisely.
- Responsible for employment advertising for all open vacancies. Advertising is to include but not limited to: local newspapers, trade publications, posting of positions with Employment Agencies, and company webpage.
- Maintained iCIMS applicant tracking system.
- Responsible for conducting salary surveys for all positions on all new proposals.
- Entered employee personal, benefits and payroll data into the ADP/HR-B systems.
- Processed employee terminations, including COBRA notification.
DEPARTMENT OF HEALTH CARE FINANCE – Washington, District of Columbia –
Management Liaison Specialist
Ensured the accurate preparation and processing of a variety of management documents, and served as a key coordinator with the DC Office of Human Resources for the department, assuring the compliance with all applicable regulations, policies, rules, and requirements.
- Reviewed all personnel actions for accuracy, completeness and compliance with personnel policies and procedures.
- Coordinated and implemented the routing and processing of all personnel actions, including correspondence related to personnel, the receipt, log, tracking, monitoring and developing comments related to the status of personnel actions.
- Generated via PeopleSoft database personnel actions for the department for processing by the District of Columbia Office of Human Resources.
- Liaison for all payroll matters of internal employees (handling and troubleshooting leave, overtime pay for the District of Columbia Office of Human Resources).
- Rated and ranked applications, prepared Selection Certificate, and conducted Pre-Employment screenings for potential employees.
- Assisted with the supervision of youth assigned to the agency through the District of Columbia Summer Employment Program.
Providence Hospital – Washington, District of Columbia --
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HR Project Manager |
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Recruitment Assistant |
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Promoted to this highly-visible role responsible for assisting the Director, Human Resources in managing the day-to-day operations of the Human Resources department. In the absence of both the Vice President and Director, acted as the onsite HR leader. Assisted in the management and direction of -HR professional and administrative personnel. Additionally responsible for special projects such as: Employee Assistance Program coordination (Liaison); FMLA administration/management; Employee Relations Advisor; Departmental Payroll/Time Liaison; Policy development/implementation/interpretation/enforcement specialist; training & development specialist relative to hospital policies (in collaboration with Director, HR & Manager, Training and Development). Assisted in the management of the Human Resources functions for an employee base of approximately personnel. Core management duties included counseling, mediating, and/or conflict resolution, with additional involvement in staffing, employee relations, performance management, new staff orientation, project management, program development, EEOC guidelines and company HR policy compliance.
- Planned, directed, and coordinated activities of designated projects to ensure that goals and/or objectives of project were accomplished within prescribed time frame and funding parameters.
- Reviewed project proposal/plan to determine time frame, funding limitations, procedures for accomplishing project, staffing requirements, and allotment of available resources to various phases of project.
- Advised management in appropriate resolution of employee relations issues.
- Responded to inquiries regarding policies, procedures, and programs.
- Administered performance review program to ensure effectiveness, and compliance.
- Assisted in the preparation and management of budget for human resources operations.
- Prepared reports and recommends procedures to reduce absenteeism and turnover.
- Contracted with outside vendors to provide employee services.
- Contributed to the development and implementation of programs and strategies to maximize human capital and drive performance goals despite ongoing, challenging business developments, including the creation of a forecasting tool to predict trending.
- Promoted a valued and consistent structure to manage the delivery of employee services. Provides full, hands-on generalist support. Works closely with executives to determine staffing challenges and requirements. Identifies and recommends potential candidates and may negotiate terms of fulfillment.
- Spearheaded performance management processes for projects and personnel, to include completion compliance.
- Worked in cooperation with internal legal, financial, and technical leads to guide business and HR vision. Advised managers in efforts to build a common understanding of unit/departmental/HR, and organizational objectives. Partners with Hospital Education Department to ensure successful assimilation of new hires.
- Developed and introduced skill building sessions and leadership training programs. Collaborated and maintained oversight responsibilities for various employee initiatives.
- Strengthened communications between Human Resources and personnel by utilizing different media (e.g., e-mail, voice mail, monthly talking points brochures) to disseminate information. Assisted in the daily maintenance and upkeep of HRIS systems/databases.
Maximus, Inc. – Reston, Virginia --
Recruitment Coordinator
Provided a wide variety of confidential and complex administrative, technical and clerical duties in support of the Outreach and Recruitment Office.
- Maintained recruitment calendar of activities, meetings, presentations, and various events. Coordinated activities with recruiters, campus contact teams, other departments and outside agencies.
- Monitored and tracked budget expenditures, completed budget revisions, checked requests and requisitions. Supervised the ordering and storage of office supplies and promotional/marketing items.
- Maintained filing systems and databases containing prospective applicant contacts for recruitment initiatives.
- Recommended improvements in work flow, procedures, use of equipment and forms. Performed special projects and assignments as requested (i.e., Job Fair & Seminar coordination, marketing/branding/advertising liaison).
- Typed, generated, and proofread letters, reports, memos and statistical charts. Independently composed correspondence related to responsibilities assigned. Recorded and transcribed minutes of meetings attended as necessary.
- Screened office visitors and telephone callers with questions relative to recruitment and general HR concerns. Responded to complaints and facilitated concerns through to resolution.
- Performed general clerical duties to include filing, scheduling appointments and meetings, and processing incoming/outgoing/bulk mail.
- Assisted departmental staff with general computer troubleshooting and/or concerns.
Education
Central Michigan University – Andrews AFB, Maryland
Masters of Science, Health Services Administration
University of Maryland, Eastern Shore – Eastern Shore, Maryland
Bachelor of Science, Business Administration
