Conducted employment verification and background investigation to facilitate hiring process. Assisted candidates with application processes by answering questions about application, performing background checks, providing I-9 forms and handling drug screening paperwork.• Assisted with planning, organizing, and coordinating company events.• Responded to inquiries from current or prospective employees regarding human resources policies or procedures.• Managed employee relations issues including grievances, complaints, and disputes as needed.• Assisted in developing training programs for staff members.• Ensured compliance with applicable laws such as Equal Employment Opportunity regulations.• Guided employees through automated self-service platform for real-time attendance tracking and queries.• Partnered with HR on creative strategies for talent acquisition processes and procedures while researching market trends.• Advised managers on best practices related to performance management processes.• Filed documents, delivered mail, and performed bookkeeping to facilitate office operations of HR department.• Explained company personnel policies, benefits and procedures to employees or job applicants.• Gathered personnel records from other departments or employees.• Searched employee files to obtain information for authorized persons and organizations.• Examined employee files to answer inquiries for assistance with personnel actions.

Coordinating the development of profiles of prospective candidates; researching and identifying specific candidates and groups within each profile. • Implemented employee recognition/ wellness checks• Developed a streamline process for new hires and current employees• Conducted meet and greets with clients and employees• Handled prospective clients and set appointments for executive director• Maintained all documents for employees • Answer incoming employment inquiries\Conduct phone, Virtual and face-to-face interviews• Ensure all documentation is completed for the hiring process• Train new hires in accordance with established training and orientation materials• Build relationships with Caregivers and ensure job satisfaction• Attend job fairs and other community events to recruit Caregivers\ClientsCreate and initiate processes, policies and procedures for office staff.Assist with scheduling staff for shiftsWork on call to handle all matters on weekendsConduct home consultations for prospective clientsLead all high level meeting which include the executive directorMaintain all onboarding and off boading paperworkAssure office is running smooth.

I was responsible for managing the document processing procedures for prospective students applying to organizations powered programs by supporting the entire lifecycle of Master/Doctorate applicants for multiple universities. Per University and program policy, my responsibilities for processes related to applicant documents during the application life cycle include, but not limited to:• Maintaining work for timely, accurate, and secure document processing that may have multiple deadlines at a high volume, for a variety of programs within the team.• Accurately filed applicants’ documents in the designated secure file storage area to support the preparation of document tracking and purging for document transfer processes. • Filed applicant documents by university and program, including accurately confirming files are sorted and labeled appropriately to the corresponding applicant, university and program.• Per University and program policy, securely purge and transfer documents to university partners through physical mail processes and secure CRM system. • Retrieved, verified, and entered official GRE/GMAT/TOEFL/LSAT test scores for students in application records.• Accurately understood existing reports to conduct purging processes on a regular and consistent timeline. • Securely retrieved, processed, and uploaded physical and electronic documents to support the preparation of completed applications, per applicant, for faculty admissions review. • Sorted, stamped, labeled, and uploaded applicant documents into organizations internal system of record (Salesforce), based on university guidelines, including accurately determining and recording the status of each official or unofficial document.

I assisted in monitoring on-line course technical issues for multiple universities online classes. In this role I corresponded with company departments and internal cross-functional teams to promptly resolve student and faculty technical issues during live classroom sessions. Additional functions include: • Utilized Adobe Connect and Learning Management system. • Troubleshoot technical issues and coordinate solutions with organizations Tier II technical team. • Accurately document and maintain student and faculty technical issues and requests in Salesforce. • Clearly understand Student/Faculty Support processes in order to communicate and improve processes. • Utilized my customer service skills to communicate with students and the professor.

I provided exceptional customer support for a One-Stop University Student Service Center supporting various departments as a Subject Matter Expert in; Advising, Strategic Enrollment Management, Student Accounts and Financial Aid. In addition:• Provide prospect training to all new hires. New hire classes varied from 15-45 people and lasted for 3-6 weeks. As part of the training team, I revised the training manual and created a training agenda.• Maintained and provided accurate information on program requirements, policies, procedures, dates and deadlines. • Provide comprehensive, timely, and a high-quality service to all internal and external customers, students and external client departments and other support groups to ensure quality service and support. • Resolved problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems as appropriate, while using empathy and sympathy to clients when appropriate. • Conducts the dis enrollment process for students from courses due to nonpayment of tuition and course related fees. I process reenrollments and market prospective students interested in attending UMUC. • Respond to incoming email and telephone calls, provide timely follow – up with students and accurately document and maintain student information in sales force and PeopleSoft database. • Maintain the Problem Management System database by entering detailed explanations of user problems and call resolutions. • Formatted new learning processes by using games and other hands on methods for training purposes. • Created e-mails and documents providing specific subject information for de-escalating any issue involving students.

Maintained a current understanding of the PBGC program processing procedures to respond to numerous PBGC inquiries while providing knowledgeable responses to PBGC inquiries in a courteous, timely and professional manner while utilizing the databases and written materials to look up and provide information to PBGC inquiries. • Maintain and revised appropriate documentation of PBGC inquiries. • Adhere to the Privacy Act as it relates to the confidentiality of information released. • Provided up-to-date knowledge of Federal regulations and policies as they apply to participants inquire or benefits. • Assist with side-by-side mentoring for new employees during training and after training as needed. Continually look for and suggest process improvements, which will benefit the organization and our customers (internal and external). • Report problems that occur and assist with resolution.

As Office Coordinator, I was responsible for ensuring the smooth operation of the office and the administrative functions. • Reviewed, revised and processed visas to submit to the State Department so individuals can receive a new or renewed passport. • Assigned 200 – 300 files daily and keep accurate track of agent files count daily. • Provided and reviewed applications for our walk-in customers. • Monitored agents call for QA to ensure that we are providing excellent customer service and adhering to our policies and procedures. • Assisted with administrative staff development by providing information, training and coaching while resolving administrative problems by analyzing information, identifying problems and effectively communicating the solutions.

As a senior-level agent, I was assigned to multiple teams to provide customer service and assistance regarding reservations for state testing. Assisted a variety of companies with state licensing rules, regulations, requirements, procedures and general inquiries to ensure they have a clear understanding regarding adherence to state law. Provided new hire training on customer service policies and procedures. Coordinated and assisted employees with activities and events. Monitored calls and provided feedback for QA purposes