Amarilis Roy
Orlando,FL
Summary
Highly skilled Human Resources professional with expertise in the areas of HR customer service, call center environment, Short/Long Term Disability, benefit plan design, and administration. Excellent rapport with all levels of management. Detail and deadline oriented, flexible and dependable. Excellent verbal, written and oral communication skills. Ability to establish and maintain good relationships with clients, carriers, managers and co-workers. Organizational skills, thoroughness and prioritizing.
Professional with comprehensive experience and readiness for role. Known for strong focus on team collaboration and achieving results. Adaptable and reliable, supporting colleagues effectively and responding to changing needs. Skilled in communication, problem-solving, and client relations. Recognized for integrity, determination, and results-driven approach.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Quality Service Specialist
Siemens Corporation
05.2022 - Current
- Promoted on May 2022 to Quality Service Specialist
- The Quality Specialist is an internally focused role designed to facilitate Service Excellence within the AskHR team by leading Team Quality initiatives, including providing weekly agent coaching on calls and cases, responding to USI Red Alerts, building and leading new hire and ongoing training for agents, and creating process improvements through our CAPA process.
- Ownership of the AskHR team Quality coaching process
- Ownership of the AskHR team USI trending and Red Alert escalation process
- Ownership of the AskHR team Training Plan
- Implement AskHR Continuous Improvement initiatives
- Analysis of AskHR inquiry trends
- Collaborate with other leaders to implement continuous improvement solutions
AskHR Agent
Siemens Corporation
05.2020 - 05.2022
- Provide front-line HR support and information to HR, managers and employees on basic complex HR topics. Answer phone calls resolve cases and respond to emails within established service-level agreement timelines.
- Act in a capacity of floor supervisor assisting with difficult calls and Red Alert escalation process.
- Provide coaching and training to AskHR agents concentrating in providing Service Excellence.
- Answer and log calls into C-Ontact case management system, maintaining record of transaction for historical documentation.
- Build and maintain relationships with our customers, People & Organization (P&O) and Human Resources Business Partners (HRBP) by providing excellent customer service in line with our Service Excellence standards.
- Assist with maintain AskHR SharePoint to ensure accurate information is provided to our customers.
- Participated in a “Positively Outrageous Service” initiative, which has resulted in record high customer satisfaction survey scores which consistently exceed 9 points out of 10.
- Involved in “Elevating our Employee Experience” initiative to help build community among and across service lines, foster collaboration between colleagues and promote effective ways of communication.
Benefits Specialist
AdventHealth Corporate
04.2018 - 05.2020
- Provide excellent customer service to employees who contact HR Shared Services, applying documented procedures, policies and other reference and resource materials to accurately resolve employee inquiries; utilize sound judgment and make appropriate determinations on an independent level within the scope of AdventHealth policy.
- Provide information and guidance on benefit plan information to employees, including, but not limited to, new hire enrollment, open enrollment, qualifying life events, job status changes, evidence of insurability applications, death claims and government required notices and compliance documents
- Provide information and guidance on post-employment benefit plan information to employees, including Continuation of Coverage eligibility and enrollment
- Maintain a broad knowledge of company policies, benefit plan documents and legal and regulatory updates as it relates to employee benefits and group health and welfare plans
- Maintain appropriate relationships with benefit vendor representatives, corporate benefits team members, internal Shared Services and HRIS teams
Subject Matter Expert - Leave
SIEMENS CORPORATION
02.2015 - 02.2018
- Provide customer service support for Siemens Operating Companies (SOCs) for those associates requesting leave of absence. This may include but is not limited to communicating with employees and managers regarding policies on FMLA, Disability, ADA and Military leaves. This also includes communicating with payroll and HRIS.
- Within the parameters of job responsibility, it was also imperative to establish and maintain employee records, which includes tracking FMLA and USERAA leave entitlement. Classification of type of leave, and employee eligibility are also paramount to this position.
- Created return to work report to ensure proactivity when employees return to work from a leave. This report alleviated the delay on reactivation of AMEX Corporate Card, reduced the emails that MetLife sent requesting the return to work date and provided a tracking report for any necessary tracking numbers regarding return to work.
Leave Specialist
SIEMENS CORPORATION
12.2010 - 02.2015
- Managed Siemens Energy (250+ leaves at any given time) on my own for 3 years and have the leave process working without a delay when we receive the information on a timely manner. In the event of a late reporting, I have managed to get the update within reasonable time to reactivate systems.
- Answered calls from employees, managers, etc., regarding FMLA, Short Term Disability, Military Leave and payroll.
- Built relationships with managers and Human Resources in the field.
Education
Bachelor’s Degree - Office Administration
UNIVERSIDAD ADVENTISTA DE LAS ANTILLAS
Mayagüez, PR05.1994
Skills
- Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook, Publisher), as well as HR and case management systems including PeopleSoft, Fusion, HRHD, C-Ontact, and ServiceNow Skilled in Five9 and AWS phone software, with hands-on experience in Workday, Dayforce, and payroll platforms such as ADP, STRADA, and Experian
- Problem-solving skills
- Customer service
- Problem-solving
- Relationship building
- Organizational skills
- Goal-oriented mindset
- Customer complaint resolution
- Ensuring customer satisfaction
- Critical thinking
- Customer service
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
SUMMARY OF QUALIFICATIONS
- Leadership skills
- Exceptional customer service
- Lead & Supervisor Experience
- Translation; fully bilingual in English and Spanish written and verbal
- Benefits/Benefits Management
- Life Insurance, Short-Term & Long-Term Disability
- Payroll processing and basic calculation
- Auditing calls and case management
- HR compliance/laws, such as: FMLA, COBRA, ADA and HIPPA
- Enrollment guidelines
Certification
- FMLA Certified
Timeline
Quality Service Specialist
Siemens Corporation
05.2022 - Current
AskHR Agent
Siemens Corporation
05.2020 - 05.2022
Benefits Specialist
AdventHealth Corporate
04.2018 - 05.2020
Subject Matter Expert - Leave
SIEMENS CORPORATION
02.2015 - 02.2018
Leave Specialist
SIEMENS CORPORATION
12.2010 - 02.2015
Bachelor’s Degree - Office Administration
UNIVERSIDAD ADVENTISTA DE LAS ANTILLAS
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