Geniffer Hensley Email & Phone Number

Boise, Id, Us

Remote

I prepare and manage written and video technical content for NEOGOV's SaaS HRIS, TMS, and Power products using the following skills:* MS Office products (Word, Excel, PowerPoint)* Gainsight Customer Communities* Videate software recorder* Atlassian Confluence and JIRA* Google products (Docs, Sheets, Drive, Chat, Calendar, Meet, Slides)* Techsmith Snagit and Camtasia* Adobe Acrobat (Create and edit PDF)* Asana* Wellsaid* ChatGPT 4* ChatGPT builder* Grammarly* Wistia* Verint knowledge management Daily, I plan, manage, and create knowledge content related to specific product offerings with decision-making authority at the project level. I have helped shape the NEOGOV knowledge creation team's infrastructure by developing a staffing tool, main Asana project, Confluence knowledgebase, Google Drive structure, and technical requests process. I've been an integral part of our team's development and managed the content team for six months before returning to my primary passion, content creation.Using the Microsoft Writing Style Guide (MS Manual of Style), I contribute to NEOGOV publishing standards and style guides. I update and retool our existing documentation as needed (often weekly or monthly). I copy-edit monthly release notes for our HCM model. I distill clear, understandable instructions from complex documentation, meetings with subject matter experts and consultants, and developer and product manager stories, injecting each article and video with a human voice for end-users.

Boise, Idaho Area

Conducted benefits focused new business implementation activities for ADP Vantage HCM and migrations from Health and Welfare Service Engine, PayForce, and Enterprise software (EV5) to ADP Vantage HCM. Acted as workstream project manager using agile and/or waterfall methodologies. Performed gap analysis, risk assessment and management, and resource forecasting. Examined current and future benefit plan design translating into standard documentation while acting as a benefits and ADP product consultant, identifying data and design gaps, and obtaining client approval within accelerated project timelines. Collaborated with client and brokers for plan design enhancements, analysis of existing design, and negotiations for self and fully-funded benefit plans.Built and maintained all design and reporting specifications for benefits HCM application (mobile and desktop), ACA eligibility, ADP COBRA, ADP FSA, resource centers, internal and external knowledge bases, Dependent Verification services, ADP Decision Support tool, 834 and other carrier census exports, and ADP Ad Hoc reporting.Consulted with clients over plan design and indicative data discrepancies using industry best practices.Developed and maintained a deep understanding of interfacing between HR, Payroll, Time and Benefits systems.Designed payroll calendars, consulted with clients regarding benefit deduction codes, general ledger, remittance, potential payroll concerns, and payroll reporting.Analyzes indicative conversion data using Excel vLookup and Access databases. Developed data mapping for multiple HR and Benefits interfaces.Developed, coordinated, and managed execution of internal and user assisted test plans. Coordinated system configuration corrections based on test results and client requests.Assisted with custom reporting. Ran, analyzed, and delivered standard and custom reports.

Workscape, Meridian, Idaho

Managed implementation and develop of multiple employer benefits knowledge base web applications used by contact center representatives, client HR associates, and external audience. Took part in new project implementation and requirements gathering process. Reviewed documentation to identify gaps in process and plan design. Conducted Subject Matter Expert (SME) interviews for content development. Converted complex plan and policy materials into relatable information. Authored project plans for knowledge base development, resulting in improved issue tracking and milestone delivery.Acted as SME for benefits, HRIS systems, contact center process, knowledge base application and development. Trained team members in implementation and development methodology, authoring applications, and version control tools.Instructed external end users to utilize knowledge base tools, documentation, and HRIS systems via virtual and face to face sessions.Contributed to style guide and development best practices.Maintained content with version control for knowledge bases (as many as 13 clients at one time). Assumed responsibility for at-risk clients to repair relationships and build business.Analyzed new and existing knowledge base content using iterative and incremental methodology based on internal and client teams’ business needs. Reported, tracked, and implemented suggestions from end users, contact center management, and client users for design improvement, content enrichment, and adherence to service level agreements.Identified and deployed enhancements for knowledge base development best practices.Received frequent praise and awards from internal and external clients for accuracy of information, responsiveness, rapid implementation, diligent communication, and proactively identifying issues.

Developed, implemented, maintained, and trained all aspects of contact center job duties. Gathered information from internal and client SMEs to develop training modules. Conceptualized and deployed training materials.Scheduled training based on contact center business needs.Tracked attendees and course completion for all training modules.Conducted ad-hoc training for new procedures, enhancements, or areas of improvement.Conducted additional one on one and classroom training for representatives identified with a need for individual attention.Worked with supervisors, internal and external team member to identify training needs and program improvement.Maintained database of training materials.Took part in process and knowledge base improvement projects, including development and testing.Assisted with knowledge base development and testing.Advised clients on call center processes and procedures.Acted as SME for employer benefits and call center processes.Acted as liaison between contact center and client teams.Conducted call auditing via live monitoring and recorded sessions using quality model to ensure quality and contractual requirements were met.Delivered frequent and timely feedback to contact center representatives to improve quality of service.Provided voice talent for multiple IVR systems.

CallConnect was acquired by Workscape in 2003

Handled complex and escalated caller concerns.Handled inbound calls for employer benefits questions in contact center.Placed outbound calls for escalation follow-up and customer satisfaction surveys.Trained new contact center representatives on aspects of job duties.Provided voice talent for multiple IVR systems.Received recognition from clients and employer for performance and client satisfaction.