Albertis Mccray Email & Phone Number

Albuquerque, New Mexico Area

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Albuquerque, New Mexico Area

Senior Human Resources AssistantForest Service - Albuquerque, NMNovember 2014 to PresentDemonstrate sound understanding of Contact Center Agent responsibilities including creating and solving Customer Relations Management (CRM) cases for outside agencies and Forest Service employees; use case work time to research cases and obtain expert Knowledge of current HR database systems including National Finance Center (NFC), Electronic Official Personnel Folder (EOPF), PeopleSoft Customer Relations Management system (CRM), Microsoft Office and Microsoft Outlook and software including Cisco Phone System, and follows thru on task to completion at the highest level. Strong attention to detail & excellent customer service skills by creating cases for over 95% of calls answered. Assisted with additional employee training for 28 new and existing employees. Received four outstanding customer service recommendations from Forest Service employees in the field. Solved over 7,000 Customer Relations Management system (CRM) cases including pay, on and off boarding, pay system, W2s, earning and leave statements and customer service training. Excellent customer service and Microsoft office skills. Troubleshot over 2,000 CRM cases for Forest Service employees, assisting employees with accessing ConnectHR website.Completed all required supervisor training course including FS 6140 Performance Management for Employees and Supervisors (2016).

Albuquerque, New Mexico Area

Served as HR Lead Assistant for 28 contact center agents. Assisted all Contact Center agents in response to both internal and external callers with human resources inquiries. Ensured agents have the tools and information available to answer over 500-600 daily calls from outside agencies and Forest Service employees daily. Provided weekly training updates to Contact Center agents, ensuring they provide updated information to customers. Handled escalated calls from customers that request additional assistance, utilizing communication skills and superior human resources knowledge to solve issues. Modified standard operating procedures, guidelines and implemented alternatives methods to increase Contact Center productivity for all Contact Center agent, leads and supervisors. As HR Supervisor, performed weekly one on one call monitoring and critique sessions with agents to provide tips and strategies to increase their productivity. A team player who enjoys working with others. Assisted in training 14 NEW human resources contact center employees on ConnectHR programs including Employee Personal Page (EPP) assisting with accessing earning and leave statements (ELS) and wage and earning statements (W2), update personal addresses, direct deposits, start and stopping Thrifty Savings Plans (TSP) and updating federal and state W4 forms. Trained new Contact Center agents on searching and downloading Forest Service employee personnel documents in the Electronic Official Personnel Folder (EOPF) program; enable Forest Service employee pay system accounts, including setting up profiles, creating weekly work schedules, inputting time daily and submitting time and attendance (T&A) sheets every pay period. Created a Knowledge Management Division (KMD) solution used by all 30,000 Forest Service employees that demonstrates how to open Personal Identifiable Information (PII) documents in a safe and secure manner.

San Diego, Ca

Served as the administrative and human resources supervisor for over 500 ship board enlisted and officer personnel.Organizational and maintained payroll records for 350 shipboard personnel in accordance with policies and procedures, and administrative service records for enlisted and officer personnel including, emergency contact data, benefits, qualifications and travel claims.Communicated with senior military personnel to clarify facts concerning human resources and administrative policies and procedures.Trained junior and senior level human resources personnel how to upload personnel and pay documents into the Personnel Support Detachments (PSD) correspondence portal.Managed and supervised the processing of 8,000 pieces of correspondence, travel vouchers, awards and personnel qualifications.Improve unit efficiency by persuading the chain of command to accept new conditions and techniques concerning administrative and human resources office procedures and practices.Managed and coordinated day-to-day travel and hotel arrangements, appointments, office meetings; prepared materials, and conferences at various off-site locations for Directors and Assistant Directors of the USS JOHN PAUL JONES (DDG-53) and Naval Medical Center, San Diego.Coordinated numerous projects that required communication and cooperation from representatives from outside units having similar interests or responsibilities.Increased employee competency levels and workplace knowledge by defining training programs at all levels by assigning the contents, modalities and responsibilities of HR.

Greater San Diego Area

Maintained the daily calendar of the Director while managing the administrative and personnel offices that were responsible for awards, correspondence, travel claims, benefits, and 401k and separation/retirement services for over 100,000 military personnel.Communicated with senior human resources personnel inside and outside of the immediate chain of command to coordinate work, discuss technical requirements, resolve problems, and to reach agreement concerning differences in practices.Worked on numerous teams for special projects, including revamping the entire awards program for the Southwest Pacific Region.Overhauled the Logistics Division, saving the command over $5,000 in supply cost.Created and maintained new hire and personnel files and oversaw the implementation of each file into Human Resources Information Systems.Applied fact-finding techniques to gather clear-cut information and evidence specific to the issue and evaluated the essential information needed to resolve documented issues and problems for human resources programs.Assisted senior human resources specialists by researching the specific human resources policies, laws, and precedents related to human resources issue(s).Created a correspondence tracking system used by all West Coast Personnel Support Commands leading to a 40% increase in correspondence efficiency.Oversaw the increased production of awards processed from 2,000 to 5,000 in 12 months with only seven personnel available.Researched human resources guidelines and policies related to human resources issues, and provided the chain of command with information directly applicable to specific human resources issue(s).Flexible and adaptable with changing direction, multiple priorities, and a fast-paced work environment. Ensured the right direction of company goals by interviewing and evaluating management and executive level candidates for positions within the staff.

Greater San Diego Area

Assisted and supported management and the leadership team with handling and resolving Human Resources issues.Served as a mentor in coordinating team initiatives building activities among military personnel.Coordinated all travel arrangements, travel claims, payroll and correspondence for over 400 personnel.Evaluated subordinates completed work for overall technical soundness and conformance to legal, policies and system requirements.Responsible for accurate processing of 300 personnel biweekly payroll including regular wages, increase in wages, and leave processing.Provided hands-on training to 150 unit subordinates and assistance to others who needed help with work assignments not specifically covered by general regulations.Communicated job assignments to subordinates, including milestones associated with the assignment and any deadlines, issues and timeframes for completion.Assessed all employees work performance, and made recommendations to senior human resources personnel on employee performance and participated in the formulation of performance standards. Exercised basic supervisory responsibilities, assuring that production and accuracy requirements were met, approved leave, recommended performance standards and developed trainings to meet employee needs.Review and approve invoices (travel, housing and logistics). Worked with and resolved complaints and grievances from employees.Trained subordinates in all aspects of human resources and administrative programs and procedures, the selection & application of problem-solving methods. Oversaw a complete service record, benefits, and (401k) update reducing personnel check-in time by 30%. Produced monthly and annual financial and compliance reports related to travel, payroll and leave.As the Transportation Liaison, supported more than 15,000 personnel in four countries, with financial budgets ranging from $300k - $6 million dollars.

Greater San Diego Area

Handled office filing and maintenance of critical personnel records, including emergency contact data, leave processing, personnel evaluations, Page 13s (Service members Group Life Insurance database), correspondence for and between high-ranking officials, & awards and commendations for over 5,000 personnel.Analyzed the supporting data & trends related to each human resource related issue(s).Followed procedures created by my senior human resources specialists to research appropriate regulations, policies, and guidelines to create strategies & procedures for my chain of command including employees, co-workers, supervisors, managers and customers on human resources procedures and requirements.Command Mail Petty Officer; responsible for receiving and distribution of all command written correspondence.Performed evaluative work in support of administration programs, including collection and analyzing data, interpret facts, organizing information and identifying problem solutions to present to the chain of command.Determined the root cause for specific administrative issues. Maintained Leave Authorization Number (LAN) logs required for personnel accountability for traveling upon traveling within the Continental United States & Out of the Continental United States.Provided co-workers, supervisors, managers & all military personnel with specific applicable information and advice on our organization’s human resources policies, procedures and requirements.Supervised & managed the processing of over 20,000 military award recommendations.Distributed material to Defense Courier Service (DCS) stations; provided personnel assistance in investigating security violations and completing Personnel Security clearance paperwork such as Single Scope Background Investigation (SSBI) and secret clearances.Exceled in resolving employer challenges with innovative solutions, systems & process improvements proven to increase efficiency, customer satisfaction & the bottom line.