Breyanna Franklin

• Interpret Human Resources policies and procedures and provide advice, direction, and information on various human resources-related matters to employees and managers

• Assist in investigations, gathering data, and report preparation on proposed disciplinary actions and employee grievances

• Conduct research, compile statistical information, and prepare reports for management

• Prepare complex and sensitive in nature human resources correspondence, documents, and forms supporting personnel actions, position management, compensation, and payroll

• Review documents for accuracy, completeness, and compliance with policies

• Participate in the implementation of HR policies, procedures, and projects as well as design and deliver training modules to employees

• Coordinate the process for department HR activities and recommend improvements in processes and workflow by analyzing issues and determining solutions

• Respond to requests for information and assistance from employees, management, outside agencies, and the general public

• May assist with leave case management (FMLA, Donations of Leave, Short- and Long-Term Disability) in accordance with specific laws and provisions of leave; advise management and employees about rights, obligations, policy, and procedures; work with management to suggest methods of reasonable accommodation; and maintain detailed documentation of processes undertaken

Processing weekly payroll

• Manage end-to-end recruitment process, including partnering with hiring managers, posting positions, resume pre-screening, scheduling, and candidate correspondence.

• Handle new employee onboarding tasks, such as IT requests and new hire paperwork.

• Conduct comprehensive new hire onboarding, including policy and procedure review, equipment setup, and introduction to the organization.

• Maintain accurate staff data, spreadsheets, and reporting.

• Oversee HRIS partnership, including system implementation, maintenance, and upgrades.

• Create, update, and organize HR files, ensuring compliance with record retention policies and laws.

• Ensure HR compliance by ordering and distributing labor law posters and coordinating employee change form process.

• Coordinate birthday and anniversary celebrations, as well as employee recognition initiatives.

• Provide support for benefits system administration and open enrollment.

• Maintain employee confidentiality, following HIPAA, corporate compliance, and HR confidentiality standards

• Supervise and support a team of customer service representatives as they handle customer inquiries and concerns, providing guidance and ensuring adherence to company policies and standards.

• Train and develop the customer service team to have a thorough understanding of product benefits and features, enabling effective communication with customers during the account setup process.

• Ensure accurate and efficient processing of customer payments by overseeing the customer service team's payment handling procedures.

• Handle escalated customer issues and complaints, particularly those related to damaged devices or equipment, working closely with the team to resolve these matters promptly and satisfactorily.

• Conduct regular performance evaluations, offer feedback, and provide coaching to the customer service team to improve their skills and enhance overall customer satisfaction.

• Monitor key performance indicators (KPIs) such as response time, customer satisfaction ratings, and resolution rates, utilizing this data to identify areas for improvement and implement strategies that enhance service delivery.

• Maintain up-to-date knowledge of customer accounts and foster open communication with other departments or teams to facilitate accurate and timely information exchange for effective customer service.

• Collaborate with fellow supervisors and managers to implement best practices, streamline processes, and elevate the overall customer experience