Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

ERIN BROWN

Penn Employee Solution Center Manager
Philadelphia,PA

Summary

Utilize my professional skills in a challenging position with a group that yearns to exceed expectations and encourages internal growth. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

15
15
years of professional experience
10
10
years of post-secondary education
3
3
Certifications

Work History

Penn Employee Solution Center Manager

University Of Pennsylvania
07.2019 - Current
  • Work closely with other departments within the University to ensure proper and quick handling of all issues
  • Implemented process improvement to improve customer experience, optimize procedures for higher efficiency and help the team evolve and grow
  • Developed and implemented high-quality work environment as measured through employee satisfaction ratings. The team now has a 91% positive satisfaction rating
  • Performed analyses to gather data for operational and forecast team needs.
  • Managed work and performance of more than 8 employees.

Human Capital Mgmt Customer Service Specialist

University of Pennsylvania
11.2017 - 01.2019
  • Assisted in the implementation and ongoing operation of the Penn Employee Solution Center to support the University’s transition to Workday
  • Delivered thoughtful and thorough customer service in a fast-paced and high volumed call center environment by utilizing my knowledge of Human Resources to assist in related inquires, including but not limited to: recruiting, onboarding, compensation, payroll, benefits, time entry, performance evaluations and policy;
  • Used advanced problem-solving and investigative skills to provide support for 18,000+ employees in the enterprise-wide implementation of Workday and other programs
  • Trained in various HRIS and CRM systems such as Workday, HR Manager, People Admin, eTimesheets, PennWorks, FreshDesk, Dovetail, and CXone phone system and provides assistance to all employees on the functionality of these programs
  • Protect the interests and exposure of the University by advising on HR policies
  • Partner with inter-departmental colleagues and teams to solve various and complicated problems, with maximum accuracy and efficiency
  • Create and share documentation to support growth and development of Solution Center team
  • Identify emerging trends by recording interactions using Freshdesk case management system
  • Created weekly reports through HR Service Delivery software to assist in the analysis of Solution Center trends


Human Resource Associate

ARAMARK – Education Sector HRSS Team
Philadelphia, PA
01.2015 - 11.2017
  • Works within a Human Resources Shared Services model to provide Human Resources administrative support to field leadership from a centralized shared services department
  • Provide tactical direction and general administrative Human Resources support to operations leadership and their respective organizations on matters involving Aramark management and employees
  • Administration of specific processes, included, but not limited to: offer letter generation
  • Leave of absence paperwork, workers comp issues, severance agreement administration, payroll inquiries, time away from work inquiries, new hire inquiries, background check adjudications, compensation inquires, benefit inquiries and tuition reimbursement
  • Process HR transactions/reports in ehrms/HCMS
  • Process new hire paperwork; prepare and follow-up on background checks, drug screens and I-9 documentation
  • Coordinate, maintain and file information related to key people processes (performance management, talent management, etc.)
  • Manage and field incoming calls/emails and redirect to appropriate contact as necessary
  • Maintain employee files and complete HR tasks related to the exit process
  • Act as a liaison between Payment Services and Benefits to resolve HR issues.

Human Resource Assistant

ARAMARK – Education
Philadelphia, PA
01.2013 - 01.2015
  • Provided direct support to Human Resources Vice President, Associate Vice President and Human Resource team which consists of 30 employees
  • Scheduled and coordinate travel for Vice President and manage calendar and appointments
  • Provided general administrative support to the HR team to include calendar management, meeting planning, etc
  • Responded to employee/management calls and assist in investigating issues
  • HR reporting and analysis (within and outside of HCMS)
  • HCMS employee new hire creation and data updates
  • Processed offer and severance letters for line of business
  • Coordinated and manage travel/interview and hiring process for executive and director level candidates
  • Administered Educational Assistance process for line of business including approval, tracking, and payment processing
  • Managed department budget of $4.1M for 3 overhead profit centers and a budget of $3.8M for 8 training and relocation profit centers within Human Resources
  • Responsible for payment of invoices and processing of extra pay approvals and transfer journal vouchers (TJVs)
  • Transmitted payroll and track vacation time for three overhead profit centers that includes 30 employees
  • Created presentations, worked on confidential assignments, and other duties as required or assigned

Channel Growth Coordinator

ARAMARK, Higher Education, Channel Growth
Philadelphia, PA
10.2010 - 12.2012
  • Provided administrative and project support to the Vice President of Channel Growth, three Associate Vice Presidents and Channel Growth team members
  • Prepared accounts payable invoices, Transfer Journal Vouchers, Check Requests and New Vendor Set up
  • Scheduled and coordinated travel, meetings and events for the team
  • Managed and maintained team schedules/calendars and communicated appointments
  • Processed and maintained payroll and attendance records for 30 employees
  • Maintained budget and expense account records
  • Captured and maintained brand, location and store level information in CORE Database for all ARAMARK/Proprietary brands
  • Tracked the progress and status (milestones) of all proprietary brand stores from initial request to closing
  • Coordinated the opening of new stores and gave the ability to report sales electronically

Administrative Assistant

ARAMARK – Higher Education
Philadelphia, PA
12.2007 - 10.2010
  • Provided administrative and project support to Higher Education Senior Vice President, four Associate Vice Presidents and Operational Excellence team members located throughout the United States
  • Built reports, documents and presentations
  • Maintained and analyzed departmental information including retail database, strategic development retention results
  • Managed on-boarding of new departmental associates
  • Processed component payroll for 20 employees
  • Coordinated conference calls
  • Composed and prepared correspondence
  • Coordinated travel arrangements and monitored related expenses
  • Coordinated attendance of all PRIMA trainings in Philadelphia and Downers Grove

Education

BS in Human Resource Management -

Pierce College
01.2023 - Current

Associate of Arts -

Community College of Philadelphia
09.1995 - 09.2001

Saint Maria Goretti High School
09.1995 - 06.1999

Skills

Staff leadership

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Certification

Essentials of Management

Timeline

BS in Human Resource Management -

Pierce College
01.2023 - Current

SHRM Global Hiring: Complying with U.S. Visa Requirements

06-2022

Essentials of Management

03-2021

Model of Excellence Honoree: The Workday Transformation Initiative Team

03-2021

Penn Employee Solution Center Manager

University Of Pennsylvania
07.2019 - Current

Human Capital Mgmt Customer Service Specialist

University of Pennsylvania
11.2017 - 01.2019

Human Resource Associate

ARAMARK – Education Sector HRSS Team
01.2015 - 11.2017

Human Resource Assistant

ARAMARK – Education
01.2013 - 01.2015

Channel Growth Coordinator

ARAMARK, Higher Education, Channel Growth
10.2010 - 12.2012

Administrative Assistant

ARAMARK – Higher Education
12.2007 - 10.2010

Associate of Arts -

Community College of Philadelphia
09.1995 - 09.2001

Saint Maria Goretti High School
09.1995 - 06.1999

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ERIN BROWNPenn Employee Solution Center Manager