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Alicia Cummings
Human Resources Coordinator
Mankato,MN
Work Preference
Summary
Experienced Human Resources and Customer Support professional with expertise in healthcare and remote environments. Skilled in onboarding, payroll coordination, and team supervision to enhance operational efficiency. Handles confidential information and resolves complex issues while ensuring compliance and supporting team productivity.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Human Resources Coordinator
Laurels Edge Assisted Living
Mankato, MN
10.2023 - 02.2026
- Facilitated employee onboarding processes for new hires, improving their integration into the assisted living facility.
- Supported recruitment efforts by screening resumes and scheduling interviews for candidates.
- Coordinated training sessions to enhance staff skills and ensure compliance with industry regulations.
- Assisted candidates with application processes by answering questions, performing background checks, providing I-9 forms, and managing drug screening paperwork for a smoother hiring experience.
- Assisted with payroll processing and ensured timely distribution of employee compensation.
- Maintained accurate employee records and updated HR information systems regularly.
- Protected confidential data to maintain trust.
- Prepared documents for termination processes such as exit interviews and severance packages.
Remote Customer Service Representative
Taylor Corporation
North Mankato, Minnesota
10.2022 - 10.2023
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Educated customers on product features and promotions effectively.
- Developed strong customer relationships to encourage repeat business.
- Provided personalized assistance and support to strengthen customer relationships, encouraging repeat business.
- Collaborated with team members to streamline service delivery processes, enhancing customer satisfaction.
- Coordinated with management to resolve escalated issues, ensuring timely and effective solutions.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Utilized company software to track orders and support requests.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Direct Support Professional
Harry Meyering Center
Mankato, Minnesota
05.2015 - 03.2022
- Developed and implemented individualized support plans for clients' needs.
- Facilitated daily activities, including personal care, meal preparation, and medication reminders, to promote client independence.
- Supported individuals in daily living activities and personal care to enhance quality of life.
- Monitored individuals' behaviors, documented observations, reported any changes or concerns to supervisor.
- Accompanied individuals on outings to promote independence and integration into the community.
- Coordinated oral medications for clients, ensuring adherence to prescribed dosage and schedule.
Call Center Consultant
American Campus Communities
Austin, Texas
04.2008 - 05.2015
- Managed incoming calls to deliver accurate information to residents and prospects, enhancing their service experience.
- Assisted customers with inquiries regarding housing and community services.
- Collaborated with team members to effectively resolve complex customer issues, fostering a supportive team environment.
- Trained new staff on call handling procedures and customer service standards, ensuring consistent service quality.
- Processed customer payments accurately and efficiently.
- Verified customer information including address, contact numbers and payment details.
- Documented customer interactions in the CRM system for future reference.
- Utilized computer technology to handle high call volumes quickly and efficiently.
Remote Customer Service Agent (Part-Time)
Baptist Health South Florida South Florida
Jacksonville, Florida
05.2003 - 05.2008
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Updated system with order specifics and customer details, preferences, and billing information.
- Processed refunds, returns, exchanges, and order cancellations according to policy.
- Recorded customer correspondence in CRM to efficiently track requests, issues, and resolutions.
- Performed administrative duties related to customer service such as filing documents or completing paperwork.
- Facilitated appointment scheduling and addressed patient inquiries to enhance overall patient experience.
- Coordinated communication between healthcare providers and patients to ensure clarity and continuity of care.
- Managed patient records using electronic health record systems.
- Educated patients on insurance options and coverage details.
Education
High School Diploma - Completed coursework toward Associate of Science Degree
Duval County Public School
Jacksonville, FL06-2008
Skills
- Compensation Administration
- Employee Relations
- Employee Retention
- Payroll Administration
- HR Analytics
- Pre-employment Screening
- Onboarding Programs
- Orientation Programs
- Benefits Administration
- Compliance Audits
- Labor Compliance
- Workforce Planning
- Payroll Operations
- Issue Resolution
- Problem solving
- Metrics management
- Quality Assurance
- Account Management
- Customer relations
- CRM Systems
- Salesforce
- HubSpot
- Zendesk
- Google Workspace
- Microsoft Teams
- Slack
- Zoom
- Remote Productivity
- Team Coordination
- Training Development
- Confidential handling
- Adaptability
- Time Management
- Time optimization
- Self-Motivation
- Attention to detail
- Conflict De-escalation
- Effective communication
- Empathetic Communication
- Negotiation Strategies
- Order Processing
- Payroll Operations
- Customer relations
Professional References
Available upon request
Professional Highlights
- Recognized for empathetic communication and problem-solving efficiency in remote and in-person environments.
- Trusted by management to handle sensitive customer and patient data with discretion.
- Proven ability to manage multiple simultaneous chats while meeting SLA targets.
- Regularly commended for creating positive customer experiences that increase loyalty and retention.
Certification
- HIPAA Compliance Training (Healthcare)
- Customer Service & Conflict Resolution Certification
- Human Resources Fundamentals (On the job training & professional development)
Languages
English
Proficient (C2)
C2
Accomplishments
- Employee Recognition Award-Customer Satisfaction Excellence (Fun.com)
- Team Leadership Recognition-Operational Efficiency Improvement (Harry Meyering Center)
Affiliations
- Workforce training and onboarding support
- Community involvement in family and youth support environments
- Continuous learning in customer experience and remote work systems
Timeline
Human Resources Coordinator
Laurels Edge Assisted Living
10.2023 - 02.2026
Remote Customer Service Representative
Taylor Corporation
10.2022 - 10.2023
Direct Support Professional
Harry Meyering Center
05.2015 - 03.2022
Call Center Consultant
American Campus Communities
04.2008 - 05.2015
Remote Customer Service Agent (Part-Time)
Baptist Health South Florida South Florida
05.2003 - 05.2008
High School Diploma - Completed coursework toward Associate of Science Degree
Duval County Public School