Geniffer Hensley Email & Phone Number

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.

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.

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.

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.

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.