Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Darlene Gibson

Newark,DE

Summary

A strategic leader with over 25 years of experience in business development, management, compliance, and project management with the best interest of shareholders, customers, and employees. An expert in enhancing performance objectives, developing strategic initiatives, and dedicated to maintaining' a reputation built on quality, results, and overall performance. Very knowledgeable of Human Resources, Payroll, Leave of Absence policies and regulations have a proven track record of implementing controls to ensure compliance.

Overview

33
33
years of professional experience

Work History

Accessibility Disability Accommodations Associate

JP Morgan Chase
Newark, DE
07.2022 - 08.2023
  • Review/Triage case inquiries in Answerkey based on medical accommodation needed
  • Submit medical/ergonomic furniture and equipment orders via Ariba and Amazon
  • Assess medical/ergonomic needs for employee based on review and probing evaluations
  • Manage and coordinate a central accommodations process servicing employees across the firm from multiple lines of businesses
  • Receive accommodation requests and ensure the firm helps provide for the employee's individual disability needs
  • Supporting both employees and managers for complex Human Resources product offerings in regards to Accommodations
  • Develop and maintain key partner relationships with Employee Relations, Office of Disability & Inclusion, and Health Services etc
  • Demonstrates strong service knowledge to help resolve manager and employee issues in a timely and efficient manner, ensuring a high-quality client experience
  • Providing knowledge of Human Resources servicing, policies and processes and to act as an intermediary with other HR teams
  • Provide first level business support for application issues and handle to resolution
  • Troubleshoot misrouted calls and calls outside of standard business hours via Web Stats IVR call reporting
  • Provide monthly Web Stats IVR call reporting data to line of business
  • Process Improvement: evaluate processes, resources, etc
  • To streamline current and future functions of the team
  • Stay abreast of changes within the JPMorgan Chase & Co
  • Lines of businesses, policy, procedures and processes

Infrastructure HR Telephony Security Liaison Associate

JP Morgan Chase
Newark, DE
05.2018 - 07.2022
  • Submit daily system access requests and removal via Request Center and RSAM for HR Payroll case advisors, HR managers, and HR Answers call center agents
  • Recertify systems access and make approvals for applications usage for Human Resource users
  • Projects manager for call center enhancements and Interactive Voice Response (IVR) adjustments
  • Submit work requests for GTI projects
  • Plan, create test cases for UAT and regression testing for key applications in ALM
  • Utilize SQL Developer to run queries for PeopleSoft data changes
  • Partner with Business Analyst for system design for IVR updates and testing
  • Monitor call tracking metrics in the Private Branch Exchange (PBX)/ Neptune Intelligence Computer Engineering (NICE)
  • Assign and update agent id and extension in Avaya CentreVU application
  • Prepare and concatenate file templates for uploads of case and record notes in Answer Key UAT test environment and production
  • Partner with line of business to set up or modify call center environment
  • Management Console enable, disable, test, and create custom broad cast messages wav files to Enterprise
  • Call Center Services Voice Recording to play during prompts on the IVR
  • Implementation requests, troubleshooting issues, oversight
  • Perform UAT, regression testing and PVT testing for all IVR implementations and/ or updates
  • Partner with Application Owners on ITSM application changes/ updates
  • Manage real-time and BAU changes to IVR/ Queue messaging
  • WebStats reporting for Employment Verification and call volume research and/or troubleshoot
  • Maintain and submit changes for Praesto Genesys soft phones call routing updates for business hours, holidays, closures, and queue treatments
  • Provide ad-hoc reporting as applicable
  • Business resiliency for Telephony System
  • Identifying/ Resolving Praesto implementation Issues
  • Partner with Product Owner to align team's product vision and goals for application usage
  • Test serving sites and failover sites for PeopleSoft HRMS validation operation
  • Attend weekly meetings to discuss demand requests for ECCS enhancements for the IVR
  • Review and approve ITSM change management request for application and IVR updates
  • Manually close and open phone lines in Genesys Configuration Manager for all servers closure globally during holidays, business hours changes, meeting times, early departures, and daylight savings
  • Test and validate VDN's in Genesys allocations in all servers to direct percentage of call for Corporate Benefits open enrollment period
  • Prepare, test case scenarios for UAT and Production environments for the menu options in IVR changes and the R2B HCM IVR Cloud transition
  • Facilitate training sessions with line of business managers and team members on how to submit access requests, open button tickets, how to create custom messages for the IVR, and update Genesys phone line closure for holidays, meetings, business hours adjustments
  • Business Champion for User Tools Assist User Tool Owners with User Tool assessment and Annual Recertification of User Tool Inventory
  • Coordinate meetings with User Tool owners and backup owners to ensure User Tools are consistently in compliance and UWAT and templates are completed for audits and recertification
  • Execution of Quality Control & Support to User Tool Lead for Quality Assurance Program for identified User Tools including complete remediation of findings and observations
  • Disseminate UWAT program updates to User Tool Owners & Assist them with queries on User Tool, UWAT, related access
  • Pull daily Dart Inventory and Request Management Reports
  • Order equipment needed for specialists to take calls in HR Answers
  • Submit Inventory Invoices in SAP Concur
  • Walkthrough troubleshooting steps with specialists on system errors, Praesto Ribbon and Genesys Softphone technical issues
  • Review and process eligibility of employee's Covid-19 inquiry's in Answerkey
  • Submit Jira HR Answers IVR Changes 2021 HCM Release

Human Resources Service Delivery Associate

JP Morgan Chase
Newark, DE
10.2014 - 05.2018
  • Manage between 7 and 12 employees in Human Resource Service Delivery Access HR
  • Manage the death claims for active, term vested, retiree, surviving spouse, active dependent, retiree dependent employees
  • Key leave of absence and death data in PeopleSoft
  • Send communication letters and forms to survivors for claim processing for Vendors (MetLife and Prudential)
  • Developed, trained, and maintain the Record Retention Management Program (Uplift)- Developed SOP's and guidelines for HR records for retention for the Access HR Case Management team
  • Review orders and adoption paperwork provided by the employee to determine eligibility for pay
  • Create and review report data for employee case volumes in Answer key case management system
  • Retrieve death certificates from beneficiary and provide sign and notarized insurance claim forms and/ or affidavit to insurance carriers to dispense Boli/Coli payments
  • Perform RCSA reviews and audits for the case management team to processes are compliant and are following guidelines and policy standards
  • Retrieve beneficiary and life insurance documents from I-Vault and Iron Mountain to determine survivor benefits
  • Maintain and reconcile master database file for death payments
  • Compile data for unemployment claims, including termination documentation, employment history data as required by departmental procedures
  • Communicate with the Tax Compliance Manager, HR Business Partners, managers, and unemployment vendor Ernst & Young on claims escalation
  • Coordinate with legal counsel and Corporate Benefits on the letter verbiage in existence outgoing survivor correspondence
  • Consult legal counsel for guidance on payee of death benefits for survivor's hierarchy according to Summary Plan Description
  • Perform in-depth research, identify resources for providing information and follow through to obtain information and resolve cases efficiently
  • Retrieve data and correspondence of cases worked for litigation and deposition for Legal counsel, as applicable
  • Review and respond to Legal Holds timely for case management
  • Provide guidance to team members responsible that triage highly sensitive Code of Conduct inquiries opened via NAVEX
  • Ensure cases are opened appropriately and timely in the Answer Key case management system and assign to the designated Line of business HR Business Partner for follow up and resolution
  • Participate in monthly meetings with the HR Business Partners, Employee Relations Liaison, Code of Conduct cases, standard operating procedures, audits, and processing guidelines for compliance
  • Process data export reports and grant access needed for performance reviews for the HR senior management team

Human Resources Service Delivery Payroll Officer

JP Morgan Chase
Wilmington, DE
04.2003 - 09.2014
  • Manage between 7 and 12 employees in Human Resource Service Delivery
  • Administers the U.S Retirement Plan for JPMorgan Chase participants
  • Customer support of Retirement Plan participants
  • Update PeopleSoft and communicate with retirees on direct deposit request changes
  • Research as well as respond to participant written inquiries
  • Assist in setting up payments for participants
  • Coordinate approval process for employees going from Short Term Disability to Long Term Disability
  • Analyze, research, and resolve cases that have been logged into the case management system per guidelines and policy
  • Update case management system and PeopleSoft with the approval/ denial of status
  • Prepare and send communication materials to the line of business and/ or HR Business Partner on the status of employees leave
  • Partnered with legal counsel and Payroll Tax Accounting to calculate and process legal settlement payment requests
  • Monitor and process adoption reimbursements requests according to policy guidelines
  • Process case management case inquiries for payroll, overpayments, time and attendance, and PeopleSoft updates for employees on Short-Term, Long-Term Disability, Military, and Administrative leaves

Senior Operation Associate

Chase Manhattan Bank
Newark, DE
09.1990 - 03.2003
  • Manage daily production and train employees
  • Conduct daily staff meetings to provide feedback to staff and managers
  • Prepare MIS reports and production logs on Excel for management
  • Complete temporary employees' timesheets weekly
  • Supervise Record Retention department
  • Complete fraud requests for fraud sites and court appearances
  • Process correspondence and applications processing
  • Retrieve items for original document requests from data files
  • Quality check retention boxes for reconciliation of items scanned
  • Prepare documents for destruction and archive with Iron Mountain
  • Retrieve copies of applications through Eclipse, I-Vault, DVD/ CD ROM and Chemnet to complete requests
  • Supervise the correspondence and scanning area to ensure work is scanned and sorted in a timely manner

Education

Micro Processing Computers -

Career Institute
Wilmington, DE
01.1993

Computer Information System -

Delaware Technical Community College
Wilmington, DE
01.1992

Business Administration/Licensed Cosmetologist -

Delcastle Technical High School
Wilmington, DE
01.1989

Skills

  • Strong Interpersonal Skills
  • Innovative Thinker
  • Skilled Problem Solver
  • Motivated Team Player
  • Self-Motivated
  • Effective Communication Skills
  • Drives Process Excellence
  • Training Experience
  • Ability to Multi-Task
  • Regulatory Compliance
  • Testing Controls/UAT Applications Testing
  • Ability to Navigate Answerkey Case Management Systems
  • Detailed Oriented/Analytical
  • Fast-Paced Learner
  • Project Management Skills

References

References available upon request.

Timeline

Accessibility Disability Accommodations Associate

JP Morgan Chase
07.2022 - 08.2023

Infrastructure HR Telephony Security Liaison Associate

JP Morgan Chase
05.2018 - 07.2022

Human Resources Service Delivery Associate

JP Morgan Chase
10.2014 - 05.2018

Human Resources Service Delivery Payroll Officer

JP Morgan Chase
04.2003 - 09.2014

Senior Operation Associate

Chase Manhattan Bank
09.1990 - 03.2003

Micro Processing Computers -

Career Institute

Computer Information System -

Delaware Technical Community College

Business Administration/Licensed Cosmetologist -

Delcastle Technical High School

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Darlene Gibson