Human Resources Customer Service

JESSICA ASPRILLA

Orlando, FL . 321-***-**** . abk5mu@r.postjobfree.com

OBJECTIVE

A highly motivated individual committed to teamwork and excellence

seeking a position in Human Resources

EDUCATION

Dual Master's Degree in HR Management (12/09)

& HR Development, 10/10

Webster University, FL

Master of Social Work, most coursework completed

University of Central Florida, FL

Bachelor of Social Work, 5/06

University of Central Florida, FL

Associate of Arts, 6/01

Coastal Carolina Community College, NC

WORK EXPERIENCE

ARAMARK, 10/09 - Present

Orlando, FL

Human Resources Generalist (Permanent - Full Time)

Performing a variety of generalist support tasks & duties to assist

with the daily functions of the HR Manager, Director of Operations &

Management Team (HR compliance, special projects, safety & welfare,

policy development, employment verification, HR Newsletters, &

clerical/administrative duties, etc.)

Advocating and administering HR policies, procedures & programs

Developing positive and collaborative relationships with the

Management Team & other departments

Guiding employees and the Management Team to achieve the company's

mission, values, and goals

. Supervising the Management Team's performance by tracking the

completion of their tasks

. Managing the entire staffing process for hourly & management

positions in the office, for catering or residential & retail

operations: identifying needs, recruiting, resume screening,

interviewing, selecting, reference checking, paperwork, I-9/E-verify

& maintaining binders current, & updating the Applicant Log

. Training & Development: Facilitating, preparing, and coordinating New

Hire Orientation & Customer Service, Safety & Food Safety Training in

English & Spanish

. Employee Relations: handling, reporting, investigating & documenting

employee issues, concerns, or complaints (including Unemployment &

Workman's Compensation claims) with fairness & consistency

. Professionally & responsibly answering employee, client, & customer

questions & requests with confidentiality, discretion & integrity, as

well as updating and securing all personnel files

. Monitoring and reviewing disciplinary actions (using bilingual skills

as needed)

. Educating employees of the various benefits available, as well as

planning services & events

. Conducting self-audits & preparing for Corporate audits by reviewing

HR processes, documents & files to ensure efficiency & regulation

compliance, as well as posting mandatory HR laws & letters

. Acting as a back-up for the Payroll Administrator and Human Resources

Manager

. Implemented new processes to improve organization & efficiency

. Developing innovative suggestions for best practices, the proper

application of HR policies & procedures, increasing organizational

efficiency, improving employee relations, training & development,

incentives, recognition, morale, mediation, retention, turnover,

recruitment, safety, payroll & follow-up

. Working other units: Marketing (Sales Acting Supervisor,

Sustainability), Office & Catering/Banquets

. ARAMARK Training: Taleo, PeopleSoft, People Center, Excel I & II,

Payroll, ServSafe, On Your Mark, Food Safety, Safety, Customer

Service, H.I.R.E.S. (E-learning series), Global Leave of Absence

(WebEx), Higher Education Base Business Growth & Close SMART

procedures (WebEx), & Relocation Benefits (WebEx)

HILTON GRAND VACATIONS, 9/07 - 11/09

Orlando, FL

Human Resources Assistant (OfficeTeam Temporary Full-Time)

. Assisted the HR Management team with all daily department functions,

including assisting employees, entering data, creating & completing

forms or reports, handling correspondence, suspense dates, inventory,

as well as preparing & tracking recognition awards, service awards &

travel passports

. Managed special projects, audit preparation, and planned special

events

. Ensured compliance for new hire processing, such as reviewing document

completion, obtaining drug test results, evaluating background checks

& verifying I-9 identification on E-verify

. Coordinated new hire orientations, organized & maintained training

materials

. Initiated & managed personnel records & other documents with adherence

to confidential procedures

Office Assistant (Permanent Full-Time)

. Performed various support tasks & duties to assist with the daily

functions of the Management team

. Organized the department, completed special projects & solved all

interdepartmental issues

. Supervised & evaluated team member performance (bookings,

cancellations, bonuses, recordings)

. Assisted with the training of newly hired Office Assistants

. Monitored that company policies were followed by the Representatives

(conduct, performance, & attendance) & reported violations

. Implemented new processes to facilitate the efficiency of the

Department

. Monitored and reviewed performance evaluations & disciplinary actions

. Managed electronic & paper files for each team member with

confidentiality & discretion

. Assisted with payroll, distributed paychecks & other documents, as

well as obtained signatures

. Responsible for updating the statistics on the report that was sent to

the VP on a daily basis

. Handled all correspondence & administrative work (requisitions,

disciplinary actions, etc.)

. Translated English & Spanish between team members & guests as needed

. Training: Career Management, Polished Professional, Effective

Listening, Acing Interviews & Resume Workshop

Customer Care Representative (Permanent Full-Time)

. Call Center: Committed to ensuring that guests experience excellent

customer service by phone to increase the chances of timeshare

purchases

. Assisted in building a dynamic team by training & developing new team

members

. Performed above & beyond to achieve & exceed all individual &

departmental performance goals, as well as to contribute positive

results to the overall goals of Hilton Grand Vacations

. Increased profits by creating a distinct strategy to achieve volume

per guest goals

. Developed unique sales strategies to resell packages resulting in

reducing the department's cancellation percentage & achieving

departmental goals

. Broke the department record by being the first team member to achieve

100 bookings goals per month, consecutively, after just one month of

employment

. Highest bookings per hour & the least amount of break time in the

department

. Top Performer for April & May 2009

FIRST COMMAND FINANCIAL PLANNING, 6/01 - 5/04

Camp LeJeune, NC

Certified Administrative Assistant (Permanent Full-Time)

Client Contact Specialist

. Assisted in all aspects of advertising and recruiting to increase the

number of potential clients

. Arranged, hosted and managed recruiting events, including but not

limited to, company seminars

. Scheduled client appointments to maintain Financial Advisors busy with

a profiting workload

. Reviewed and pre-screened the salary and debt of potential clients to

ensure criterion was met

. Matched the financial goals of clients with their salary to create

personalized financial plans

. Created necessary reports for the recommendation of investment, life

insurance and banking

. Ensured compliance with all company and government regulations

regarding company services

. Liaison for Advisor, clients, affiliated companies and coordinated

activity among them

. Handled and documented client inquiries and interactions in paper and

electronic file with confidentiality

. Maintained advisor sales records and assisted in meeting criteria for

sales bonuses

. Assisted in the training and supervision of the Client Contact

Specialist position

INTERNSHIP EXPERIENCE

COMMUNITY EDUCATION PARTNERS (CEP), 8/06 - 11/06

Orlando, FL

School Clinical Therapist (Non-paid Master of Social Work Intern)

. Complied with school procedures to provide therapy, guidance, and

assistance for students ages 11-18

. Observed students in classrooms to assess their behavioral, emotional,

and cognitive state

. Scheduled interviews to ensure student met criteria for therapy and

qualified for free services

. Conducted biopsychosocial assessments with students/parents/legal

guardians on school property

. Initiated and managed client paper files and other documents

. Diagnosed students and created treatment plans that matched their

needs

. Advocated for students by collaborating with school personnel to meet

student's needs

. Linked students and/or family with community resources that would

serve their needs

. Followed-up with the student and families to determine progress and if

further assistance was needed.

. Documented contact with student, family, and school personnel in a

confidential client paper file

OFFICE OF THE PUBLIC DEFENDER - 9TH JUDICIAL CIRCUIT, 1/06 - 5/06

Orlando, FL

Dispositional Specialist (Paid Bachelor of Social Work Intern)

. Reviewed and screened the legal history of clients with

confidentiality and discretion

. Scheduled pre-screening interviews at the jail or office to

determine and review if clients met the criteria for alternate

sentencing options, such as substance abuse treatment or mental

health treatment

. Conducted biopsychosocial assessments to ensure that clients

qualified for treatment and to match their needs to a specific

treatment facility

. Assisted potential candidates (including those solely Spanish-

speaking) in completing applications.

. Audited documents and records to ensure efficient internal

processes and compliance with regulations

. Corresponded with attorneys regarding alternate sentencing options

. Advocated for clients before a judge or at juvenile staffings

. Visited facilities to ensure proper treatment of clients and to

confirm quality for future client referrals

. Planned travel arrangements for clients and connected them with

community resources to meet needs

. Followed-up with clients to determine progress and if further

assistance was needed

. Updated resources, organized files, and performed general office

duties

ACHIEVEMENTS & ASSOCIATIONS

. Cumulative GPA = 3.8

. Member, Society of Human Resources Management (SHRM)

. Member, American Society of Training & Development (ASTD)

. Member, UCF Alumni Association

. Award Recipient, Magna Cum Laude

. Award Recipient, Bachelor of Social Work Academic & Professional

Excellence

. Award Recipient, President's List & Dean's List

. Member, Phi Alpha National Social Work Honor Society

. Member, Phi Theta Kappa Honor Society

SKILLS

MS Word, Excel, PowerPoint, Access, Outlook, PeopleSoft, People

Center, Taleo, Internet Research & Social Media

65 - 70 WPM

Team-oriented and results-driven

Multi-tasking and prioritizing

Detail-oriented and well-organized

Open, approachable and positive

Excellent interpersonal, written & verbal communication skills (English

and Spanish)

Investigating, reporting, documenting

Problem solving/conflict resolution and good judgment

Contact this candidate