Hi, I’m
BeTrice Parker
New Albany,OH
Summary
Provider of professional support to all Human Resources functions with the ability to work on various projects in collaboration with compensation, recruitment, training, onboarding, payroll, and benefits teams. Proven proficiency in collecting, analyzing, assessing, and reporting data to develop and implement policy and procedural standards and changes in a fast-paced environment.
Overview
14
years of professional experience
Work History
Comfort Systems USA
Workday HRIS II
05.2023 - Current
Job overview
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Optimized HR systems functionality by identifying, recommending, and implementing improvements to existing Workday configurations.
- Collaborated with HR teams to improve benefit offerings, resulting in more diversified options for employees.
- Enhanced system efficiency by implementing configuration changes and updates.
- Enhanced client satisfaction by providing expert guidance on Workday configuration, business process design, and system testing.
- Lead design sessions for enhancements and changes to Workday Performance functionality
- Manage enrollment rules and benefit plans for 46 operating companies and 4 off-cycle Open Enrollments
ProLink
Workday HRIS
01.2023 - 05.2023
Job overview
- Provided day-to-day support and troubleshooting of system issues
- Partnered with HCM Administrator to determine if repeated issues, errors, or training questions require changes to the Workday configuration
- Partnered with HCM Administrator on review and management of Workday related updates and develop best practice, while implementing solutions
- Communicated complex matters and solutions effectively to a range of audiences
- Fostered ongoing relationships and engagement in Workday Community, User Groups, and Conferences
Chase Bank
Virtual Banker II
08.2022 - 01.2023
Job overview
- Actively managed banking relationships through a guidance-based approach and ensuring each client receives the best products, services for his or her needs
- Partnered with Specialists (Private Client Advisors, Private Client Bankers, Mortgage Bankers and Business Relationship Managers), to connect customers to experts who can help them with specialized financial needs
- Made lives of clients more convenient by sharing and setting up self-service options to access their accounts 24 hours a day/7 days a week
- Adhered to policies, procedures and regulatory banking requirements
- Demonstrated success using a value-added, relationship-oriented approach to acquire and deepening client relationships
- Ability to make personal connections, engage and educate customers, ask open-ended questions and listen to establish trust and build lasting relationship
- Experience cultivating relationships with mass affluent clients is strongly preferred
- Provided financial planning and use of financial planning tools
- Remained in compliance with Dodd Frank/Truth in Lending Act
Huntington Bank
Human Resources Analyst I
02.2019 - 03.2022
Job overview
- Consulted and collaborated with other internal consultants to develop Workday configurations
- Understood Workday business process while conducting discovery sessions with internal teams to determine pain points and provide quick and efficient resolutions through notifications, conditions, and to-dos
- Performed daily system administration duties through ServiceNow HRSD, including developing and maintaining service catalog items and consulting with internal and external customers on plan provisions, benefits enrollments, status changes, and other general inquiries
- Understood spending and savings benefits, medical, dental, vision plans, COBRA, and commuter benefits
- Demonstrated ownership for issues about colleague/customer service questions, researching and providing solutions without escalation, resolving at the first point while building and maintaining relationships with Huntington colleagues
- Worked individually and as a team to meet and exceed established goals, i.e., call handle time goals, availability goals, and quality goals to ensure that colleagues, while driving initiatives that improved the service level agreements (SLA)
- Conducted work ethically while adhering to Huntington's company and department standards and policies and complying with applicable risks, regulations, and confidentiality
- Gathered and verified documentation to organize and streamline workflow while confirming data accuracy before approval, per standard operating procedures
- Documented all notes required in the appropriate systems so that staff can be educated and prepared to be successful
- Ability to quickly resolve escalated customer problems using various resources, including computer screens and other reference material, using excellent attention to detail, and checking all individual processes for inaccuracies before submission
- Collaborated cross-functionally to develop, implement, and support company human resources programs and policies, such as FMLA, STD, LTD
- Coordinated daily benefits processing, handling enrollments, qualified benefit changes, terminations, accident and death claims, QMCSOs, and compliance testing
- Provided data validation and auditing to ensure the integrity of company HRIS data for a variety of ad-hoc and standard reports
- Created and analyzed utilization and participation data to provide insightful analysis and ongoing reporting
- Facilitated Human Resources program and policy communications through weekly and special event webinars and training
- Engaged with the Total Rewards Program Managers to drive awareness and participation in projects as necessary to support program evolution
Huntington Bank
Customer Service Specialist/Agent – Help Desk
01.2012 - 08.2014
Job overview
- Provided can-do, relationship building, and customer service that was welcoming, forward-thinking, that looked out for the customer, where I proactively recommended products and services across the breadth and depth of the customer needs
- As a product-savvy professional, I was successful in meeting and exceeding sales, service, and quality assurance goals
- Provided training to employees on conflict management skills, including how to handle different types of disputes appropriately
- Provided immediate resolution to irate customers that were dissatisfied with their overall service experience
- Acted as 1st level support to colleagues while providing fearless feedback to give a final resolution to customers while adhering to company policies, procedures, and regulations that were in compliance
Huntington Bank
New Hire Skills Coach
05.2013 - 07.2014
Job overview
- Ensured documentation and onboarding checklist are current and up-to-date
- Managed the roster, tracking, and reporting of new hires along with the technical requirements and employee set-ups as needed
- Played a crucial role in enhancing and standardizing the new hire curriculum and other business functions within servicing by expanding its effectiveness and efficiency
- Ensured that all assessments were completed and accurately recorded for each class
- Responsible for assisting and keeping the training schedule current and accurate to meet the company's demands for knowledgeable customer service representatives after the completion of training
- Accountable for helping employees with Payroll questions while new hires were in training
- Collaborated with Training Specialists to ensure training courses met training needs
- Liaised between Customer Service Agents (CSA) and Team Sales Management (TSM) to conduct on-the-job coaching
- Provided onboarding and skills assessments to determine training and development needs of customer service, retail banking, and sales colleagues
Huntington Bank
Customer Service Specialist/Agent
08.2011 - 05.2013
Job overview
- Provided can-do, relationship building, customer service that was welcoming, forward-thinking, that looked out for the customer, where I proactively recommended products and services across the breadth and depth of the customer needs
- Answered inbound mortgage and personal credit line inquiries
- Obtained data from each caller to research and resolve issues relating to mortgage and personal credit line accounts, including maintenance, payments, escrow research, document ordering, etc
- Review and follow up with resolutions regarding customer's concerns/questions
- SME/Huntington Retail and Customer Solution Center colleagues
- Retained quality relationships, recommended/referred additional products and financial services based on customer needs (Mortgages, Equity Lines of Credit, Checking, Savings and Money Market accounts, etc.)
- Handled multiple tasks simultaneously in a fast-paced environment
- Experienced in working with numerous computer systems and being able to toggle between systems/screens
- Excellent written communication to document phone conversations
- Passion for sales and service while continuing the desire to learn
Education
The Ohio State UniversityColumbus, Ohio
Bachelor of Arts from Art History
Skills
- Oracle
- Workday
- Service Now
- Research Analysis
- Time and Absence Management
- Policy/Procedure Documentation
- Service Solutions Expert
- Technical Support
- Facilitation and Training
- Onboarding
- Microsoft Office Suite
- Inter-departmental Coordination
Timeline
Workday HRIS II
Comfort Systems USA
05.2023 - Current
Workday HRIS
ProLink
01.2023 - 05.2023
Virtual Banker II
Chase Bank
08.2022 - 01.2023
Human Resources Analyst I
Huntington Bank
02.2019 - 03.2022
New Hire Skills Coach
Huntington Bank
05.2013 - 07.2014
Customer Service Specialist/Agent – Help Desk
Huntington Bank
01.2012 - 08.2014
Customer Service Specialist/Agent
Huntington Bank
08.2011 - 05.2013
The Ohio State University
Bachelor of Arts from Art History
Similar Profiles
Jared KrickJared Krick
Dispatcher at Comfort Systems USADispatcher at Comfort Systems USA
David BrownDavid Brown
Senior Project Manager/Senior Mechanical Estimator at Comfort Systems USA SWSenior Project Manager/Senior Mechanical Estimator at Comfort Systems USA SW
OUIDA GARRETTOUIDA GARRETT
Technical Support Representative at Comfort Systems USATechnical Support Representative at Comfort Systems USA