Denise Edwards Email & Phone Number

United States

Schenectady, New York, United States

United States

● Coordinated and administered semi-monthly payroll using ADP system realizing data driven insights in 6 months.● Manage and ensure compliance with human resource policies and procedures.● Organized and maintained personnel records by setting up a centralized database to hold all records, maintaining data integrity and accuracy.● Advised management in appropriate resolution of employee relations issues by documenting strategies of improvement plans, increasing work outcomes.● Prepared employee separation notices and related documentation and conducted exit interviews with department managers to determine reasons behind separations.● Administered benefits program by partnering with outside providers and vendors, ensuring economic security for all employees.● Served as a point of contact for all employees by responding to their queries and assisting them with all HR related activities, increasing operational efficiency and productivity by 90%. ● Assist in evaluation of reports, decisions, and results of the HR department on relation to established goals.● Administered and monitored compliance with such policies or legal requirements as fair labor standards, EEOC guidelines, grievance procedures, and applicable local, state, and federal policies.

Glenville, Ny

● Planned, organized, directed and run optimum day to day operations to exceed customer’s expectations.● Coordinated the running of day to day operations by putting up a team and delegating tasks like planning, organizing, directing activities to appropriate personnel, consistently meeting deadlines and client satisfaction.● Increased production, assets capacity and flexibility by installing a reliable time tracking system, improving current quality standards.● Facilitated the recruitment and onboarding of 67 new employees, by ensuring all paperwork regarding their employment is completed and uploaded the documents into our employee management portal, easing access to employee information.● Ensured that customers are paid for pickups and purchases in a timely manner by researching outstanding checks that have not been received and cashed.● Improved transportation by partnering with the department of labor and the center of economic opportunity to get more employees into the plant, reducing employee turnover that was caused by transport inconveniences. ● Allocated resources effectively by analyzing the departmental needs and scopes, allowing for full utilization of assets to produce optimal results.

Glenville, New York

● Liaised with HR, Accounts payable and accounts receivable to expedite staff assimilation by 32% through offering support during training and onboarding, bolstering performance management by 67%.● Managed mail, shipping, bills and errands by improving documentation, guaranteeing timely vendor payment, raising annual profit to $600k.● Processed and monitored staff payroll all week and submitted any manual check request for pay discrepancies in for approval, ensuring employee satisfaction and saving time. ● Upheld functionality and minimized destructions for all aspects of unique projects by 27% through developing new office procedural guidelines for over 30+ members, reducing $50k in costs.● Managed a $7m budget by negotiating for cheaper supply contracts, implementing inventory control and standardizing office procedures, slashing office expenditures by 49%. ● Oversaw daily office activities by planning, organizing, directing and running day to day operations, increasing operational efficiency.● Increased production, assets capacity and flexibility by supervising service delivery, increasing the company's profit margin.

Latham, New York

● Led a team of 6 individuals and maintained a 90%+ customer satisfaction rating to a vast network of spa dealers across the United States and Canada by promptly resolving existing complex technical difficulties via phone, email, in person, and fax.● Created and documented policies and procedures to be implemented in the absence of employee trainers, achieving a goal and focus oriented team.● Corresponded with 40-60 B2B customers daily via email and phones and asked them spa- related questions which resulted in 48% reduction in compliance errors.● Devised an affordable payment method of modifying the method of accepting payments for only credit card customers, reducing loss on shipping by 44%.● Engaged with dealers to assist them with identification of complex spare parts for repairs and replacements, upholding a less than 2% margin in claims.● Facilitated training and development of new customer service representatives and tech service representatives, improving work efficiency and guaranteeing continuous improvement.

Utica, New York

Utica, New York Area

Responsible for providing seamless delivery of problem resolution to customers who encounter complex technical online issues with online banking, mobile banking, and text banking for deposit and card products.  Serves as the point of contact for mortgage, auto loans, credit card, deposit accounts, and wealth management departments for troubleshooting  Deliver and maintain a commitment to high service excellence utilizing relationship building and problem-resolution skills, handle escalated and challenging calls, achieving monthly efficiency objectives, and maintain high call quality standards. Use a variety of internal applications and systems (Tsys, Tacs, Synergy, Clms, as well as up to 30+ other systems) to complete online banking service request and troubleshooting, bill pay request and troubleshooting, as well as assisting other departments such as auto loans and wealth management

Utica, New York

Provided customer solutions by providing seamless delivery of service, and/or fulfillment request by answering calls, text messages or emails in a contact center environment. Handled high call volume of 80-100 telephone calls per day which consists of customer complaints, account closures, fees, product upgrade/downgrade, and online banking troubleshooting Deepened customer relationships by providing relevant product information & recommendations  Trained and developed new hire customer service representative on call handle time, de-escalation techniques, as well as the art of language techniques

Utica, New York Area

Responsible for the voluntary recovery of assigned accounts by means of outbound telephone and written communications. Collected past due balances from delinquent accounts by negotiating pay off terms with clients Used skip tracing techniques such as Accurint to find updated information on track down delinquent client accounts.  Refer accounts unsuccessfully recovered to in house attorney’s for legal action

Responsible for resolving customer inquiries with speed and accuracy while providing world class customer service. Assisted borrowers with account questions and details such as repayment plans and account maintenance  Researched paperwork received from customers regarding account changes and other matters  De-escalated customer calls regarding missing payments, deferments and forbearance's as well as many other issues

Bachelor Of Science - Bs, Clinical/Counseling Psychology

Activities and Societies: Womens Leadership Network Bold Scholar, Tau Sigma National Honor Society

B.A, Sociology

Activities and Societies: Black student union and the After hours activity board