Jasmine Ross
San Leandro,CA
Summary
Qualified [Desired Position] with solid background in analysis and problem-solving. Proven track record of identifying inefficiencies and implementing solutions that improve operational performance. Demonstrated ability to leverage data analytics and strong communication skills to drive strategic initiatives.
Overview
12
12
years of professional experience
Work History
Immediate HRSC Contact Analyst
Kaiser Permanente
10.2018 - Current
- Provided timely responses to employee inquiries on HR topics, including benefits, leave, pay practices, retirement, disability, and workers' compensation
- Processed HR transactions with accuracy, utilizing Windows-based tools to enter, retrieve, and manage employee data efficiently
- Maintained confidentiality and compliance with organizational policies and legal requirements, safeguarding sensitive employee information
- Processed escalated complex cases, ensuring that employee issues were resolved quickly and accurately
- Supported compliance with Kaiser Permanente’s Code of Conduct and regulatory standards by adhering to attendance practices and HR policies
- Delivered exceptional customer service with a culturally sensitive approach, ensuring employees felt valued and supported
- Demonstrated strong problem-solving and critical-thinking skills to address routine and complex inquiries in a high-volume call center environment
- Navigated multiple HR systems effectively, utilizing strong computer and keyboarding skills to manage data with precision and quality
Human Resources Analyst/Contractor - Rose International
Kaiser Permanente
09.2016 - 10.2018
- Manages a high volume of inbound calls related to employee benefits programs, including enrolling, processing changes, maintaining records, filing claims, coordinating open enrollments, claims resolution, COBRA management, and terminating staff
- Provides first call resolution by conducting essential research and analysis to meet or exceed call quality and performance metrics
- Reviews employee data using Salesforce, HRIS, Case Management systems, and other web-based tools, responding to employee inquiries and concisely documenting results
- Understand the strategic direction from upper management as it relates to team goals
Depot Assistant/Delivery Driver
Hometown Heart
01.2017 - 05.2018
- Maintained thorough and accurate records through the mobile application as a customer-oriented delivery specialist, informing management of delivery progress and inventory
- Adhere to all laws, regulations, safety standards, company policies, and procedures
- While communicating customer complaints, requests, and feedback to the company
Online Customer Service Representative II
Wells Fargo
10.2012 - 07.2016
- Established rapport with a large customer base in a high-volume and dynamic call center environment, providing account management and customer-focused services
- Primary agent to handle customer escalations, being known for calming customers, resolving problems, and following through
- Recognized as coaching and subject matter expert (SME) and was called upon to train and mentor newly hired customer support representatives and provide focused support to account executives
Education
High School Diploma -
Rush Henrietta Sr. High
Business Analytic Nanodegree -
Udacity
03.2023
Intro to Programming Nanodegree Program -
Udacity
05.2022
Skills
- Python
- Tableau
- Process Improvement
- Account Management
- JavaScript
- Excel/Google Sheets
- Dispute/Problem Resolution
- Relationship Management
- HTML/CSS
- Detail Orientated
- Issue/Dispute Resolution
- Data Visualization
- SQL
- Data Analyst
- Documentation
- Digital Data Service
- Analytical Thinking
- MS Excel
- Team Collaboration and Leadership
- Documentation And Reporting
Projects
Analyze NYSE Data, https://github.com/Jross0219/nyse-data-project-.git, Identify questions about the data and answers based on your data analysis, and include a slide presentation. Create a dashboard for a Profit and Loss Statement that calculates a company's Gross Profit, Operating Profit, or EBIT selected from a drop-down list. Create a financial model for a company (different from Task 2) that forecasts the Gross Profit, Operating Profit, or EBIT for two more years using three scenarios (Best case, Weak case, and Base case).
Timeline
Immediate HRSC Contact Analyst
Kaiser Permanente
10.2018 - Current
Depot Assistant/Delivery Driver
Hometown Heart
01.2017 - 05.2018
Human Resources Analyst/Contractor - Rose International
Kaiser Permanente
09.2016 - 10.2018
Online Customer Service Representative II
Wells Fargo
10.2012 - 07.2016
Intro to Programming Nanodegree Program -
Udacity
High School Diploma -
Rush Henrietta Sr. High
Business Analytic Nanodegree -
Udacity