Comfortable working with software such as SAP-eCRM, Aspect, Genesys, ADP Virtual Edge, Adobe Acrobat Pro, JD Edwards, Kronos, Lawson Data Base, Lotus Notes, MS Office Suite, PeopleSoft, SAP, UltiPro and online meeting platforms such like Zoom & Google Suite
Carla McClellan
Human Resources / Customer Service
Knoxville,TN
Summary
Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Organized professional with 10+ years of experience completing projects efficiently by leveraging top-notch prioritization and multitasking skills. Resourceful and collaborative with extensive knowledge of maintaining customer relationships, keeping detailed records and promoting excellence in customer interactions.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
Randstad
Knoxville, TN
01.2020 - Current
- Manage inbound & outbound calls and/or emails based on business needs while navigating through multiple computer systems & screens to help resolve consumer issues as well as document the consumer interaction
- Help consumers resolve issues, providing troubleshooting information, placing consumer initiated orders, & scheduling deliveries while ensuring consumers are fully satisfied when the call, or email is completed
- Negotiate through and diffuse escalated consumer interactions by demonstrating soft skills and issue ownership
Office Assistant
Express Employment
Knoxville , TN
09.2019 - 10.2019
- Manage incoming calls, sort & direct mail
- Greet tenants and visitors & record information pertaining to work orders, tenant issues & visitor inquiries
- Accept tenant payments
- Upon approval of management, arrange for contractors to complete necessary assignments
Benefits Specialist
Regal Cinemas
Knoxville, TN
02.2019 - 07.2019
- Assist Benefits Manager with the administration of leaves including FMLA, Military and Personal Leaves as well as any applicable state & local leave laws & all tasks related thereto
- Professionally answer incoming calls & respond to employee inquiries
- Process all repayments of insurance premiums when an employee returns from designated leaves of absence
- Assist with preparation & review of required materials for health insurance mandates
- Verify all monthly updates to employee's contribution changes for 401(k)
- Ensure all State & Local sick time is correctly entered in UltiPro & Kronos to allow accrual & monitored sick & vacation issues in payroll system
HR Assistant
Exedy America
Mascot, TN
01.2019 - 02.2019
- Maintain filing system, both hard copy & electronic system
- Assist HR department with the transition to ADP systems
- Work with HR team to revise and update the company's Employee Handbook
- Any special projects assigned to me by the HR Supervisor
Data Entry Clerk
Robert Half Staffing
Columbia, SC
07.2018 - 11.2018
- Identify & enter key information daily into a data base consisting of bills of laden in order to create delivery receipts for next day's business
- Protect the confidentiality of information learned in performing the duties of the position
- Understand & follow workplace policies & procedures
Insurance Provider
Combined Insurance
Cayce, SC
01.2018 - 04.2018
- Create marketing strategies to compete with other individuals or companies who sell insurance
- Make sales presentations to prospective and existing clients on new & renewal business
- Seek out prospects, new clients & develop clientele
Insurance Provider
American Income Life Insurance Company
Columbia , SC
11.2017 - 12.2017
- Create marketing strategies to compete with other individuals or companies who sell insurance
- Make sales presentations to prospective and existing clients on new & renewal business
- Seek out prospects, new clients & develop clientele
HR Generalist
Fluor Corporation
Jenkinsville, SC
04.2016 - 09.2017
- Administration of company leave programs such as Short-Term Disability, Long-Term Disability, FMLA, Military & Personal
leaves & benefits, ensuring compliance with federal, state & local employments laws as well as consistency in the application of leave programs - Maintain Leave Tracking database by approving requests, ensuring complete documentation & following up on outstanding actions
- Partner with the benefits team and acts as a liaison regarding employee benefit questions or changes, ensure that employees understand designated benefit options & the automated enrollment process
- Administer employee Return to Work programs
- Assist with researching, responding, managing, & tracking employee requests for reasonable accommodations
- Provide first level of benefits administration including enrollments, plan changes, updates & resolving issues for employees
- Provide HR advice to employees and managers
- File & maintain confidential personnel & other HR records, oversee & assist with administrative & office tasks
- Partner with onsite Worker's Compensation Expert in order to track incidents/accidents, worker's compensation claims and FMLA status.
HR Generalist
Chicago Bridge & Iron
Jenkinsville SC And St. Paul, VA
04.2008 - 04.2016
- Partner with HR Business Partner to manage onsite employee leave administration
- Administration of company leave programs such as Short-Term Disability, Long-Term Disability, FMLA, Military and Personal
leaves and benefits, ensuring compliance with federal, state & local employments laws as well as consistency in the application of leave programs - Maintain Leave Tracking database by approving requests, ensuring complete documentation & following up on outstanding actions
- Administer employee Return to Work programs
- Assist with researching, responding, managing, & tracking employee requests for reasonable accommodations
- Partner with onside Worker's Compensation Expert in order to track incidents/accidents, worker's compensation claims & FMLA status
- Coordinate department visitor program, including maintenance of personal protective equipment
- Assist HR Manager with US Department of Energy (DOE) Deemed Export Special Project, performed extensive documentation & background review on approximately 40 employees & ensured employees followed DOE standards
- Assist project employees & management with workforce transitions to Fluor & Westinghouse after CB&I Nuclear acquisition
- Support HR Manager with the transition to paperless document management in the I-9 verification process for more than 1,000 employees, submitting information to electronic I9 software & scanning/uploading documentation
- Support the annual performance review cycle
- Participate in recruiting functions by reviewing applications/resumes, evaluate applicant skills & make recommendations regarding applicant qualifications through internal recruitment platforms & attending job fairs
- Assist with maintenance of update human resources documents, such as organizational charts, employee handbooks or directories, or performance evaluation forms
- Aid with preparation and/or maintenance of employment records related to events, such as hiring, termination, leaves,
transfers, or promotions, using human resources management system software - Coordinate new hire paperwork & facilitate employee orientation (handbook, benefits, 401k, HIPAA & compliance training) for new hires
- Conduct New Hire Benefit Presentations to new employees & provide guidance on benefit enrollment
- Processing new hire paperwork, onboarding & I9s
- Partner with the benefits team and acts as a liaison regarding employee benefit questions or changes, ensure that employees understand designated benefit options & the automated enrollment process
- Assist with the coordination & management of the annual open enrollment period each year. Arrange for distribution of plan summary materials & required notices, assist with communicating changes to employees, conduct employee presentations
- Provide Payroll with accurate recording of timesheets for all new hires during their Orientation training
- Evaluate Per Diem requests & documentation to determine eligibility & completed Per Diem audits, ensuring employees follow IRS & contractual requirements
- Ensure compliance with all applicable federal, state, & local laws (including but not limited to FMLA, ADA, EEO, ERISA, HIPPA, COBRA, etc.)
- Stay current with company policies, procedures & maintaining processing knowledge
- Conduct exit interviews & ensure that necessary employment termination paperwork is completed
- Perform office service such as document filing, scanning, answering & directing phone calls, distributing mail & purchasing supplies and materials
- Provide monthly HR reporting including key HR information to the HR Manager & responding to ad hoc report requests
- Responsible for effectively recording, maintaining, or reporting human resource information in a confidential manner
- First point of HR contact for employees; provide advice, council & support for onboarding, benefits, training, EEO, compliance programs & HR information systems
- Interpret & explain human resources policies, procedures, laws, standards, or regulations
- Collaborate frequently with senior management to solve complex problems regarding project, department or division-related work
- Support HR Managers, Directors, Recruiting and Business Managers with administrative support on day-to-day tasks and specific project work as directed
- Establish & maintain effective working relationships with staff, customers, & others encountered in the course of work
- Manage and participate in Virginia State Employment Commission unemployment hearings & investigations
- Manage and Process employee Living Allowance & Travel Expenses for reimbursement on a monthly basis
- Other job duties as assigned by management
- Proactively seek out ways to make things more efficient
- Support & sustain a positive work environment that fosters team performance through own work and behavior
Education
Mountain Empire Community College
Big Stone Gap, VAPound High School
Pound, VASkills
Ability to troubleshoot issues and quickly find appropriate resolutions while maintaining a professional demeanor
Experience working remotely and in a fast paced environment while managing multiple computer programs, across multiple screens
401K Administration, Applicant Screening & Tracking, Benefits Administration, COBRA, Confidentiality, Customer Service, Decision Making, Documentation, Employee Separations & Exit Interviews, Employment & Local Law, E-Verify, Integrity, FMLA, ADA, EEO, ADA, HIPPA, Wellness Incentive Programs, Interviewing, Keyboarding, Leaves of Absence, Long & Short Term Disability, Employee New Hire Orientations, Onboarding & Offboarding, Organization, Payroll, HR Policies & Procedures, Problem Solving, Recruiting, Records Management, Reference Checking, Reporting, Tact, Training, Team Collaboration, Multi-Line Telephones, Unemployment Compensation Process, Verbal & Written Communication
Software
Timeline
Customer Service Specialist
Randstad
01.2020 - Current
Office Assistant
Express Employment
09.2019 - 10.2019
Benefits Specialist
Regal Cinemas
02.2019 - 07.2019
HR Assistant
Exedy America
01.2019 - 02.2019
Data Entry Clerk
Robert Half Staffing
07.2018 - 11.2018
Insurance Provider
Combined Insurance
01.2018 - 04.2018
Insurance Provider
American Income Life Insurance Company
11.2017 - 12.2017
HR Generalist
Fluor Corporation
04.2016 - 09.2017
HR Generalist
Chicago Bridge & Iron
04.2008 - 04.2016
Pound High School
Mountain Empire Community College