Experience

Ohio Tuition Trust Authority

• United States
• Financial Services
• 1 - 100 Employee

• Human Resources Specialist

  • Mar 2022 - Present

  Primary point of contact for HR matters: full life cycle recruitment, benefits administration, payroll & leave processing, employee relations including investigations and performance management Manages the recruitment, interview, and hiring process for open positions; collaborates with Department Directors to understand required skills and competencies to include creating and updating detailed postings & position descriptions Implement new hire on- boarding and orientation for permanent and… Show more Primary point of contact for HR matters: full life cycle recruitment, benefits administration, payroll & leave processing, employee relations including investigations and performance management Manages the recruitment, interview, and hiring process for open positions; collaborates with Department Directors to understand required skills and competencies to include creating and updating detailed postings & position descriptions Implement new hire on- boarding and orientation for permanent and temporary staff Provides guidance to senior management and staff on Federal & State HR policies Process electronic HR actions to include coordination with the Governor's office and DAS (Department of Administrative Services ) Oversees payroll processing Administers leave benefit programs: FMLA, disability, parental and unemployment Facilitates performance review process and employee development and mandatory annual trainings Oversee disciplinary actions and Performance Improvement Plans with Department Directors for state-wide campaigns and employee activities for engagement, recognition & retention Maintain personnel files to include periodic review and audits

• Supervisor of Customer Service and Operations

  • May 2018 - Present

  Supervises customer service staff: manages, directs and reviews work activities; adjusts work flow as needed and performs routine audits to ensure accuracy; Participates in selection of personnel, evaluation of staff performance and trains current and new staff; Works with department director to recommend solutions to complex problems and requests, documents, revises and updates business rules, polices and procedures; Performs customer service functions requiring a high level of expert… Show more Supervises customer service staff: manages, directs and reviews work activities; adjusts work flow as needed and performs routine audits to ensure accuracy; Participates in selection of personnel, evaluation of staff performance and trains current and new staff; Works with department director to recommend solutions to complex problems and requests, documents, revises and updates business rules, polices and procedures; Performs customer service functions requiring a high level of expert knowledge of Ohio's 529 college savings plan; Handles escalated calls on Customer Information Hotline. Responsible for monitoring, coaching and development of staff: Preforms regular call monitoring and tracks performance metrics; Meets with Customer Care Reps on a regular basis (1-on-1's) to discuss individual results of call monitoring, review of performance metrics and adherence to polices; Provides coaching and individual development; Notifies department director of escalated and unresolved issues; Assists with employee relations and disciplinary actions. Other administrative duties: Works with agency legal counsel on records retention for agency documents; Coordinates with all outside records management vendors; Prepares paperwork and makes arrangements to have records shipped to and retrieved from permanent storage; Coordinates all document imaging; Works with Director of Customer Service & Operations and Data Management Department to prepare timely account statements and tax reporting information in accordance with legislation provisions and agency procedures.

• Customer Care Representative

  • Jun 2014 - May 2018

  Provided assistance and information to callers regarding Ohio’s 529 college savings program, communicated information and financial concepts in responding to inquiries and questions related to investment options, contributions, exchanges, rollovers, withdrawals, refunds and transfers.



Ricart Automotive Group

• United States
• Automotive
• 100 - 200 Employee

• Customer Service Representative

  • 2005 - 2011

  Provided customer assistance and informational services via face to face, telephone, email, fax, and or through correspondence letters; Trained new employees on job duties including cashiering, answer incoming phone calls, customer service/support and preparing and running end of day sales reports; Filed service invoices and related correspondence; Scheduled appointments; Accepted and validated money for payment of fees as required for the specific transactions; Operated a personal computer and… Show more Provided customer assistance and informational services via face to face, telephone, email, fax, and or through correspondence letters; Trained new employees on job duties including cashiering, answer incoming phone calls, customer service/support and preparing and running end of day sales reports; Filed service invoices and related correspondence; Scheduled appointments; Accepted and validated money for payment of fees as required for the specific transactions; Operated a personal computer and other computer databases to enter research and retrieve data in order to provide customer assistance; Operated office equipment such as a photo copier, fax machine and calculator; Ordered supplies and keep track of inventory; Processed refunds, counted money, prepared and submitted cash register reports. Show less