Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Volunteer
Graham Hill

Graham Hill

Longwood,FL

Summary

Well-qualified Human Resources Generalist with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.

Overview

7
7
years of professional experience

Work History

Human Resources Generalist

Cox Automotive
12.2020 - 01.2023
  • Assisted Cox Automotive employees with with incoming calls regarding payroll inquiries, benefit inquiries.
  • Provided resolutions regarding A&A questions and any questions they have regarding their employee services.
  • Was point of contact for my team when managers were not available to address any escalation in MS Teams Chats for Contact and Support Representatives.
  • Ensured I respond to Absence & Accommodation questions promptly and be there to take any escalated calls for Contact and Support
  • Assisted with new hire inquires for example, I identify PeopleSoft profile set up errors, PeopleSoft location and department corrections, Workgroup corrections, Kronos/UKG profile corrections and reporting errors.
  • Escalated discrepancies to Benefit Specialist Team to review and make corrections.
  • Assisted with I9 data reporting inquiries and ensured completion of section two of I9 form for compliance.
  • Assisted with all open enrollment questions and concerns.
  • Worked with Leave Case Managers to identify any discrepancies on MetLife file feed for STD and PPL and escalate to Case Managers to process corrections for employees pay.
  • Fully trained to assist with managing leave cases related to COVID-19, FMLA, STD, Paid Parental Leave, Personal Leave of Absences, etc including gather information for Health Assessments to determine eligibility for CA Supplemental COVID Leave Pay.
  • Maintained current knowledge of all US State and County Absence & Accommodations regulations to remain in compliance at all times.
  • Processed LOA adjudications and processed necessary next steps within LOA procedures.
  • Worked with Process and Development team to maintain up to date knowledge articles.
  • Created training documents/SOPs, PowerPoint slides and assist with creation of knowledge articles for ever changing policies.
  • Trained current and new hire employees and implemented new policies upon launch.
  • Worked directly with ADP Vendors to assist with W2 inquiries and escalations.

Human Resources Specialist

Alight Solutions
04.2019 - 12.2020
  • Managed Fortune 500 and small businesses 401K and Pension accounts along with Health and Welfare accounts.
  • Processed Rollovers to IRA and ROTH Accounts on daily basis. Most importantly Abided by Federal IRS regulations, State Regulations nationwide on every call.
  • Managed accounts and process transactions on behalf of participants by using Salesforce and medical billing tool called CS Pro.
  • Managed call metrics on daily basis from schedule adherence, first call resolution, and transaction accuracy.
  • Took over 30 calls day on busy days and 25 calls on slower days.
  • Worked with Internal Revenue Service to confirm monthly audits and investigations on participants accounts on behalf of clients.
  • Contributed to annual performance appraisals by working with supervisors to achieve consistency and compliance with established procedures
  • Conducted workplace compliance training to reduce liability risks and operate effectively
  • Reviewed existing policies and procedures to make recommendations for enhancing work productivity, recruitment, hiring processes and talent management

Software Manager Customer Care

Verizon Connect
05.2018 - 04.2019
  • Assisted business customers with multiple product needs by managing daily call flow, team assignments and projects and assisting management with implementing improved support policies and procedures.
  • The most important skill is to continue to have and develop excellent customer experience as well as setting examples for my team.
  • Achieved this by being an active listener, identifying all customer's and team needs and managing appropriate tone throughout the entire conversation.
  • Able to create and edit customer templates with use of merge fields for Job Cards, Invoices and Quotes within Microsoft Word as well as create, edit and maintain customer's item and client import lists within Excel.
  • Kept up with product knowledge by using tools like Verizon Help Center, GURU and SLACK which bring multiple teams from all over Verizon Connect together to get all customers questions and concerns addressed in timely manner.
  • Utilized VZW Learning Portal to grow my knowledge and skills with self-set goals and check points.
  • Used G-Suite and Microsoft Office daily to manage my day to day tasks and receive Verizon Connect.
  • Used SalesForce daily to create cases for tracking and addressing customer concerns, sending those cases to Development Team.
  • Used Oracle Net Suite regularly to create as well as confirm customer contract details, billing details and payment history.
  • Maintained my monthly metrics and use them to better my skills.

Priority Customer Care

Comcast Cable
08.2015 - 05.2018
  • Established best product by providing a higher understanding with what customer needs are.
  • Making sure that every customer knows that I will take care of their needs whether its billing, technical support with Television, Internet and Home Phone or the most important need which is understanding their concern and making it right with one interaction and one call.
  • Being able to adapt because being part of a department that is ever changing from day to day based on company needs whether it’s promoting Infinity Mobile, or the new Gigabit Internet Service or most importantly, the Customer Consent Journey.
  • Helped facilitate team meetings when supervisors have been unavailable, I also helped with floor support with Priority Agent new hires.
  • Shadowed and work directly with Advanced Repair/ATS Team on daily bases to address customer’s needs.
  • Helped Comcast everyday by building value to Zone A customers and helping them see even more value with their services, whether its bundling them into better packages at better rate, or building value of what they already have by talking about benefits and features such as My Account App, XFI App.

Education

Bachelor Of Psychology - Psychology-Human Services-General

UMass Lowell

Associate Degree Of Psychology - Human Services

Northern Essex Community College

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Masconomet Regional High School

Skills

  • G-Suite: Microsoft Office: Word, Excel, PowerPoint and Microsoft Teams
  • CRM Tools: HRIS, SalesForce, Oracle and NetSuite
  • Full Life Cycle of Employee: Onboarding through Separations
  • Benefits Administration: Medical, Dental, Vision, HSA, and FSA
  • Absence & Accommodations: FMLA, STD, Unpaid PLOA, and In-Job Accommodation State Specific Guidelines: CA, MA, NJ, NY, and WA
  • Payroll Processing: Weekly and Biweekly Payroll, Payroll Compliance for CA, MA, NJ, NY, and WA

Additional Information

  • Willing to relocate: Anywhere

Timeline

Human Resources Generalist

Cox Automotive
12.2020 - 01.2023

Human Resources Specialist

Alight Solutions
04.2019 - 12.2020

Software Manager Customer Care

Verizon Connect
05.2018 - 04.2019

Priority Customer Care

Comcast Cable
08.2015 - 05.2018

Bachelor Of Psychology - Psychology-Human Services-General

UMass Lowell

Associate Degree Of Psychology - Human Services

Northern Essex Community College

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Masconomet Regional High School

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Graham Hill