SUMMARY

• Results - driven HRIS with a degree and experience adapting to HR technology, understanding the business needs, analyzing problems, making recommendations, writing business requirements, converting them into technical specifications, and delivering solutions through engagement in the full project management lifecycle.
• Experience leading a wide range of process improvement support initiatives, maintaining HR data tables and collaborating with assigned client group to simplify complicated processes around compensation, payroll, logistics and HR programs. Functions as subject matter expert on current and future state procedures, all in time critical, fast-paced and high volume settings.
• Analytical Consultation Communication Presentation Project Management Microsoft Office Application Troubleshooting and Production Support Risk Management User Acceptance Testing Process Improvement Audits

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, Georgia

Production Support Business Analyst

Responsibilities:

• Operated at a senior analyst level by managing multiple small to medium complexity fast-paced agile requirements documentation projects, interviewed candidates, trained end users, managed applicant tracking data file transfers and Kronos imports and presented at a high-level on advancements in new or existing HR interface technology.
• Successfully supported deployment and implementation of HR initiatives such as next-generation Kenexa applicant tracking, fixed software bugs, configured tables, automated compensation programs, supported Talent and Development planning, provided Kronos support, researched pay discrepancies and enhanced Employee Relations I-9/E-Verify technology by consulting directly with key HR business partners, Information Technology (IT) Quality Assurance teams and third party vendors to facilitate test plans and recommend solutions to resolve client needs.
• Managed significant HR systems outage events and created analytical reports for issues occurring at the code, environment or configuration level, analyzed data flows, multi-task escalated user issues, leveraged data from trends to identify opportunities to improve system issues and drafted written system alerts to communicate the impacts across all HR corporate audiences, used change management and critical thinking skills in fast paced environment to invoke creative workarounds to processes when a fix by IT was impalpable.
• Awarded twelve “Homer” and two “Depot Employee of Month” badges for strong team work, consulting various areas of HR business functions and earned best PowerPoint presenter at 2016 HR quarterly meeting celebration.
• Reduced HR field escalation tickets by 36% by communicating up/down stream implications, produced Microsoft Office training and PowerPoint step action help guides, analyzed data using database queries and issues tracking.
• Saved the company financial losses by mitigating risk of data security amid peak cyber-threats using audits and through direct involvement in high visibility projects that safeguarded personnel data integrity, confidential information and strengthened HR security infrastructure.

Confidential

HR Systems Administrator

Responsibilities:

• Slashed over 400 weekly HR systems support data anomalies down to acceptable thresholds by using computer software skills, researching inquiries related to background checks, people moves, company transfers, and payroll and benefit structures.
• Saved workforce hours by decreasing incidents of misrouted tickets, empowered to train and deliver direct feedback or coaching opportunities as standardized learning opportunities on step pay compensation programs and performance management processes.
• Apprenticed to senior analysts and managers alike for assigned user acceptance testing projects and enhancements to HR initiatives such as career websites, timekeeping, compensation and benefits, which single-handedly eliminated hundreds of defects that interrupted the client experience emphasizing suggestions for improvements.
• Demonstrated keen interpersonal skills by provide timely customer service follow-up with field associates, new insight to business clients and wrote guidelines for how to use and troubleshoot HR systems issues.

Confidential

HR Research Associate

Responsibilities:

• Investigated general medical bill or deduction concerns, facilitated 60% of the company’s time off benefit requests including military, workers compensation, 401-K, Family Leave of Absence (FMLA) and communicated updates regarding medical restrictions/accommodations using a case management tracking database.
• Maintained working relationships by taking on escalations from reporting and benefits team, trained and mentored over fifty new colleagues to expand knowledge of the company’s financial and benefits incentive plans.
• Developed systematic approaches to increase productivity by creating processes for documentation of detailed notes regarding vacation and resolution of benefits discrepancies to reduced propensity for associate requests for callback.
• Increased shareholder value through data reporting, analysis and delivering insights on initiatives aimed at streamlining duplicate fax requests and eliminating reports of frivolous business issues by 46%.

Confidential

HR Contact Center Associate

Responsibilities:

• Supported 60-70 daily inbound calls within a centralized HR model with an emphasis on SLA, putting customers first, and averaging a first touch resolution ticket closure accuracy 89%.
• Launched leaves of absences focus groups and transaction-based meetings geared towards process improvement.
• Sought after to assist level II Inquiry Center on special projects such as creating Notice of Leave Eligibility letters and tracked intermittent leave documentation.
• Successfully led team meetings and communicated knowledge of important updates to HR operating procedures, monitored and answered payroll questions in the team chat, analyzed trends affecting business, tested innovative plans and provided feedback to management around process improvement initiatives.

Confidential, Forest Park, GA

Accounts Receivables Clerk

Responsibilities:

• Executed purchase order forms and prepared freight and aviation billing invoices for Delta and Gate Gourmet logistics centralized database and maintained positive relationships as primary point of contact.
• Met high-pressure deadlines, exceeded buyer expectations by creating user-friendly processes around issues.
• Established persuasive writing and analytical techniques which led to funding of an after-hours unloading crew.
• Applied statistical analysis principles to business challenges and pioneered a report which highlighted changes in supply and demand from previous year to current.

Confidential, Atlanta, GA

Supervisor Customer Relations

Responsibilities:

• Supported escalated inbound call requests to reconcile individual financial accounts and analyzed clients' financial situations to develop strategic financial planning solutions, answered general questions related to interest rates and information reported to credit bureaus.
• Utilized good judgment and ethical responsibility when making less than favorable decisions in closing/reopening accounts, releasing held funds, waiving fees, adjusting credit limit, processing checks and verifying posted checks.
• Identified and escalated dozens of fraudulent accounts.
• Developed repeat business by establishing lasting relationships with customers.

Confidential Melbourne, FL

Customer Care Associate

Responsibilities:

• Consulted hundreds of consumers and loan originators on loan to value ratio, provided appraisal updates, loan terms, cleared conditions around missing information on loan applications, and set closing appointments for borrowers, attorneys and notary.
• Implemented action steps to remedy circumstances that interrupt the underwriter process, verified funded loans troubleshoot issues related to credit reports, surveys and appraisals.
• Operated as a liaison between branch locations, its borrowers and various departments to rectify time critical situations within established guidelines and reinforced bank policy and regulatory agencies.
• Analyzed clients' financial and credit situations to develop strategic financial planning solutions.