Denise Allen Email and Phone Number

Talented travel consultant experienced in the design and supervision of travel arrangements for clients. Ready to use network of resources to find clients the best and most affordable accommodations in lodgings, flights, meals, and business spaces.Key Contributions:• Consults with clients and provided appropriate information regarding travel services, routes, reservations and other available services• Arrange client approved travel plans through network of reputable vendors• Manage client inquiries and keep them updated on progress through a range of communication channels• Minimize stress on clients associated with travel arrangements• Extensive background in travel practices • Strong network of resources ready to provide specific business trip requirements• Can arrange travel by air, rail, road, boat• Capable of providing the best accommodations while staying within a projected budget• Excellent oral and written communication skills ensuring all parties are appropriately informed

Coordinate, manager and support all matters pertaining to Operations office management as it aligns to departmental goals. Provide and assist with an organized and professional approach to daily activities of the secretarial and administrative staff. Oversee and provide day to day guidance of all critical functions related to the business aspects of the operation.Key Contributions:• Manages all aspects of the day-to-day operations of the front office. Monitor the general office supplies budget, pre-approve requisitions and approve invoices for payment. • Supervise, guide and evaluate all secretarial staff. Manage office staff to coordinate processing of invoices, pay requests, warranty tracking and resolving all billing issues per department procedures. • Acts as a liaison with Human Resources, posting, interviewing and recruiting for all open positions. Maintaining the leave of absence tracking and modified duty acknowledgments. Managing confidential documents, contracts and other critical information. • Maintains payroll, time off requests, differential pay report, uniform request and distribution. • Coordinate departmental events and meetings, prepare agendas, take meeting minutes and maintain the Standard Operating Procedures. • Design and implement office policies by establishing standards and procedures, measuring results against standards. Manage and facilitate the preparation of board meeting materials and FOIA requests.

Monitored associate and client interactions using quality monitoring system and evaluated calls to ensure that World Class Service is being delivered based on the guidelines provided by the Major Accounts "Call Mentoring Program". • Mentored 25+ management team on best practices, conducting workshops and coaching sessions that contributed to sound hiring decisions and accountability.• Conducted and assisted in role playing periodically throughout the year to provide customer service strategies and examples. This contributed to Managers enriching their skills when mentoring their Associates.• Assisted with the company’s standardized disciplinary and quality coaching procedures and a tracking system that insulated the company from a legal risk and ensured consistent and fair discipline processes• Appraised individual performance of associates and provides written and verbal feedback to the associate in conjunction with the manager. This contributed to the associate performance increasing by more than 20%. • Devised creative morale-boosting programs (including awards structure) that increased employee satisfaction and productivity by 60%.• Created and customized a mentoring program for a LOA department that had never received customer service coaching. Involved in the planning, roll-out, team/manager meetings, mentoring, and follow-up that gained the respect of the associates and managers. That was instrumental in the success of the program as the team's service improved within a short time period and persisted at a high level.• Coached managers in utilizing strategic call guidelines to assist them with developing associates. Assisted in the development of methods and processes for tracking on-going service quality, including scoring an associate's strategy and usage and relayed that to the employee to show them if they were succeeding or needed improvement.

Informed and educated clients about Human Resources policies, procedures, performance management, recruitment, and employee relations issues. • Completed a full review and update of the Employee Handbook, HR Policies and Procedures and company-wide Job Descriptions on behalf of the client. An internal compliance audit of HR Department policies and practices yielded a ‘Satisfactory’ result.• Ensured HR programs and services are in compliance with established policies, procedures and state and federal laws and regulations. Managed EEOC reporting and Turnover/Retention Reports.• Built strong client relationships and provide quality service in an effort to retain a client base which strengthened the business and client relationship.• Maintained knowledge of trends and changes in Human Resources legislation, and conveyed local, state, and federal laws to clients to maintain compliance.• Mentored and coached new hires who were successful with working on their own prior to their 6-week training program.

Ran the daily functions of the Human Resource department including hiring and interviewing staff, administering pay, benefits, and leave, and enforcing company policies and practices.• Recruited and managed multi-level employees. Interviewed candidates and developed new employee incentives which enhanced the company’s growth• Designed and implemented new benefit programs to support the company’s growing staff• Created a strong team presence, with consistent achievement in motivating and engaging employees, building top performing teams in the organization, while improving employee retention and working relationships in all departments.• Conducted orientation of new hires including all benefits, forms and appropriate documentation. Recruited, developed, managed and trained 2 associates who were successful in their careers with the company. • Conducted Internal investigations, employee complaints and recommended effective solutions and resolutions that reduced the overall number of employee concerns. • Communicated and interpreted HR policies and procedures while providing remedies for any issues that may arise. Reviewed FMLA request, job descriptions, handbooks, processes and procedures and salary requirements.• Implemented a drug testing program. Became certified to collect and performed drug testing company wide.

• Monitored associate/employee interactions utilizing the quality monitoring system. • Evaluated calls to ensure that world class service was being delivered based on the guidelines provided by the "Call Mentoring Program". • Ensured that feedback is consistent and is in support of strategic call techniques • Conducted and attended calibration sessions and role plays periodically throughout the year.• Participated in division-wide program boosters. Monitors additional service channels, i.e. e-mail, cases, and evaluates based on standard strategies and guidelines.• Appraised individual performance of associates and provides written and verbal feedback to the associate in conjunction with the manager. Prepares written suggestions for improvement and provides the associate with a copy of the assessment. Coordinated activities (i.e., documentation, communication, etc.) associated with compensation programs. • Coached associates on proper call strategies, call management and CRM techniques.

• Five years of customer service experience in a Human Resource Service Center dealing with employee relations, compensation, benefits, labor laws and training and development• Assisted with a wide variety of human resources, payroll, benefits and administrative activities• Team Leader for the FMLA Unit. Monitored and assisted daily activities of the department. Provided feedback and training to staff and reported appropriate recommendations to management• Resolved escalated FMLA service issues• Provided subject matter expertise for the department to interpret regulations and benefits to ensure the accuracy of system processing• Identified department and individual training needs and reference materials and develops policies and procedures to support the training effort. • Three years of implanting and assisting with a structure training program• Sarbanes Oxley Coordinator and Payroll Coordinator• Audited work for a staff of 60 employees to ensure compliancy and performance management development• Handled Leave of Absences and worked with the HRIS System• Responsible for several project management duties