Responsible for training employees with standard internal content relating to Client Services Programs, Staffing Desk, MSP/VMS/HR Knowledge, Proprietary WAND Technology, Staffing Development & PRO’s Policies & Procedures. Responsible for creative content development and working with Subject Matter Experts (SMEs) to create curriculum & training as needed. Create documents relative to processes and system updates; Quality Information Forms (QIF’s) and Quick Reference Guides (QRG’s). Participate in the annual i-9 audits and sharing results to identify training needs. Prior to joining the Corporate Training team, I was a Project Coordinator with PRO’s Implementations team where my primary responsibilities were to provide project management assistance to project managers for planning, scheduling and tracking project and corresponding core activities. Interface with managers, customers and production teams to assist in related coordination efforts. Coordinate and assist project manager(s) by meeting task deliverables and deadlines as assigned by the Implementations Services Manager and/or the Project Manager(s). Facilitate face to face and remote Worker Orientations. Prepare & record audio presentations using software programs to provide training to Suppliers, Managers & workers on PRO processes and how to use WAND. Investigate and validate program data issues and concerns from the internal team and/or customers. Participate in the creation of customer facing program documentation as requested by the Project Manager(s).

Recruited to manage implementation of Service Learning database and train others in utilizing & maintaining system. Primarily responsible for coordination of clerical support functions for multiple Service Learning programs. Worked with Information Technology staff to create online Service Learning Orientations, ensuring that all enrolled students had sufficient access. Maintained student data pulling information from multiple sources. General Clerical Duties.

Administer Benefit Plans for Employees & Retirees. Process employee termination, retirements & layoffs which included COBRA notification and managing any extension of benefits. Primary Contact for coordination of STD/LTD disability benefit, payroll and tracking employee benefit contributions, including terminating benefits for non-payment. Create department work instructions and work closely with Manager to edit and maintain HR Directives relative to the Health & Welfare Department. Create group benefits databases and develop new-hire orientations, annual benefits fair presentations and maintain the department web site. Primary Prescription benefit liaison including eligibility, benefits & claims issues. Responsible for managing Medicare Part D subsidy applications averaging an annual return of approximately $500,000.

Promoted to Call Center Supervisor to fulfill a broad range of HR functions, including recruiting and training employees, administering benefits, overseeing disciplinary action and managing HR records. Additionally responsible for Performance & Quality Management, Monitor Call Volume and length of calls in order to meet the Clients Service Guarantee levels. As an Account Representative, I was considered owner of the account once the contract was complete. I was responsible for daily management of the account and was the primary liaison between vendors & internal departments.