Sandra Schiavone Email & Phone Number

• Served as first point of contact for internal and external HR inquiries from employees for efficient processing of information such as job discontinuance, benefit programs, personal contact information• Utilized HRMS to respond to requests, and processed updates in an accurate and timely manner• Provided support to the Human Resources VP team by preparing termination documents, updating presentations and administrative functions• Prepared and managed terminations, leaves, transfers and promotions as business needs changed• Managed multiple milestones required during waves of transition to ensure accurate processing of information for impacted employees

• Successfully outsourced 40% of U.S. call volume to offshore vendor o Provided ongoing support to offshore partner through weekly and monthly meetings o Coordinated training for three waves of new hire training resulting in a smooth transition on call volumeo Completed quarterly entitlement reviews to ensure employees had the correct level of system access• Successfully outsourced U.S. phone payments and trained 30 vendor employees on phone payment application to alleviate call volume in the call center• Implemented U.S. and Canada customer service Change in Terms such as annual fee, plan defaults and minimum payment due• Moved Canadian customer service calls from vendor back to in-house call center by training staff and ensuring procedures were implemented resulting higher customer satisfaction• Completed User Access Testing for customer service projects by writing test plans and completing system testing• Created and updated customer service procedures as projects were implemented• Maintained and/or increased the level of engagement from employees during the business divestiture by planning motivational employee events• Researched and resolved issues that involved the IVR, mainframe system, phone payment system and representative IDs and passwords to minimize employee downtime• Completed Risk Control Self Assessment (RCSA) quarterly reviews to ensure accurate processing of customer account information• Actively involved in preparing and working with the management team during audit reviews. Met with auditor as required.• Produced weekly, monthly and quarterly reports by compiling information from customer service, credit, collections, HR, fraud, etc for use by senior management for decisions on business strategy• Trained over 50 employees on Vision Plus system platform, the in-house account holder database

• Led projects as assigned by senior management: o Developed payment processing center in the Phoenix, AZ office o Successfully liaised with CitiFinancial lawyer in preparation of court case and testified on the departmental procedureso Worked with major financial institutions to validate account numbers for on line banking customers• Acted as liaison with CitiFinancial lead bank (BMO) to develop on-line banking options for customers, as well as ensure accurate processing of customer payments • Investigated and responded to bank requests regarding customer inquiries such as misapplied and missing payments to correct account holder information• In absence of Associate Manager, assumed department responsibilities to ensure timely completion of payment processing, customer and bank inquiries and address senior management inquiries• Performed system testing of CitiFinancial computer programs to ensure department necessities were met• Assigned signing authority of cheques on behalf of CitiFinancial in absence of Associate Manager• Selected to coach and train department team members to ensure accurate processing of account holder information

Project Management Certificate

Education record

Project Management Certificate Working towards PMP certification

Accounting And General Business Diploma