Customer Service Human Resources

Kimberly Boyd

** ******* ***, *******, ** *****

Telephone: 508-***-**** – acqim4@r.postjobfree.com

Career Profile

Accomplished human resources / benefits manager with extensive knowledge and success in benefits administration, call center management, process improvement and staff development. Other areas of competencies include:

Staff Recruitment and Retention

Development and Implementation of Policies and Procedures

Leadership Skills

Staff Training and Development

Project Management

Regulatory Knowledge

Strong oral presentation and written communication skills

Ability to work both independently and collaborately with business partners

Experience

SECURITY LOCK DISTRIBUTORS - Westwood, MA

Manager of Human Resources

2014 - 2015

Responsible for all human resources functions, including:

recruiting, interviewing and hiring staff;

benefits administration;

weekly payroll administration;

liaison between employees and management for conflict resolution

assisting managers and supervisors with staff performance issues

FRESENIUS MEDICAL CARE NORTH AMERICA – Waltham, MA

Benefits Manager – Benefits Service Center/HR Administrative Services

2006 – 2013

Managed operations and staff for call center supporting 50,000 employees and 4,500 – 4,700 calls monthly

Increased productivity to reduce cost and improve quality

oMaintained staffing levels despite increase in employee population without significant impact on customer service, wait times and caller satisfaction

oIncreased staff retention from 60% to 100%

oImproved customer confidence and satisfaction with call center representatives through better hiring and training methods, as evidenced by feedback from customers and business partners

oConversion of manual processes to electronic

oBrought outsourced open enrollment process in-house, reducing costs and improving overall oversight and control of process

Implemented strong customer service process, hiring, training

Mentored supervisors and customer service representatives.

Monitored calls for quality and customer satisfaction.

Responded and resolved difficult or elevated issues.

Monthly performance reporting

Project Management of annual open enrollment process

Project Management of benefit program implementations

Supervision of Benefit Eligibility team

Oversight of carrier relations

Ensured regulatory compliance with Federal regulations

Lead document creation project for new employee portal

Main benefits point of contact for various business partners, including corporate and field HR VPs and managers and mid and upper level managers and directors

Senior Benefits Administrator – Plan Compliance, Reporting, Communications & Acquisitions

1999 – 2006

Prepared Forms 5500 for health & welfare plans

Responsible for accuracy and updating of summary plan descriptions and company benefits communications

Created and conducted benefit presentations both in corporate headquarters and locations around the US

Administered Medicare Secondary Payer (MSP) reporting process

Prepared benefit comparison between FMCNA and acquired company

Acted as a corporate liaison to acquired employees during transition into company

PARALEGAL at BOSTON LAW and HR CONSULTING FIRMS

Sullivan & Worcester LLP, PwC (Pricewaterhouse Coopers), Nutter McClennen & Fish LLP and Gaston & Snow

Education & Certifications

UNIVERSITY OF TENNESSEE – Chattanooga, TN

Bachelor of Arts, History

NATIONAL CENTER FOR PARALEGAL TRAINING – Atlanta, GA

Certificate in Paralegal Studies

Computer Skills

HRIS Applications – PeopleSoft, Enwisen Knowledge Base and Case Management System

MS Office - Word, Excel, PowerPoint

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