Summary

Overview

Work History

Education

Skills

Timeline

Kathleen Heneghan

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

years of professional experience

Work History

Benefits Resolution Specialist

Wal-mart

09.2021 - 01.2025

Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
Educated managers on current benefit offerings and policies, enabling them to better assist their teams with questions or concerns.
Provided personalized support to employees during life events affecting benefits, such as marriage or childbirth.
Collaborated with payroll to ensure accurate benefits deductions and avoid discrepancies.
Ensured accurate benefits enrollment by meticulously reviewing and processing employee forms.
Coordinated with insurance companies to resolve disputes, ensuring employees received entitled benefits.
Conducted annual open enrollment sessions to ensure employees were well-informed about their options and plan changes.
Built relationships with vendors to foster quality service delivery.
Maintained compliance with federal regulations regarding FMLA, ADA, and other relevant laws governing employee benefits.
Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
Updated HRIS systems as needed to reflect benefit-related changes accurately, maintaining up-to-date records for all team members.
Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
Observed strict procedures to maintain data and plan participant confidentiality.
Processed employee life event changes, ensuring timely updates to benefits and coverage for qualifying events such as marriage or the birth of a child.
Served as an escalation point for challenging cases, helping resolve them quickly and effectively while preserving client relationships.
Managed high call volume while maintaining exceptional service quality and professionalism.
Utilized CRM software to manage customer accounts, track interactions, and monitor progress toward resolution goals.
Fostered a culture of continuous improvement within the team by proactively identifying potential process improvements.
Provided personalized support to customers, ensuring their needs were thoroughly addressed.
Enhanced customer satisfaction by promptly addressing and resolving complex issues.
Maintained thorough documentation of all customer interactions, streamlining follow-up processes and facilitating collaboration among team members.
Cultivated positive relationships with customers through active listening, empathy, and genuine concern for their needs.
Reduced response time by optimizing workflows and prioritizing tasks efficiently.
Handled high-pressure situations calmly while remaining focused on providing exceptional support to both internal colleagues and external clients.
Implemented effective communication strategies for improved customer interactions and rapport building.
Identified and assessed customer's needs quickly and accurately.
Recorded details of conversations, complaints and actions taken in CRM.
Investigated and resolved customer inquiries and complaints quickly.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Met customer call guidelines for service levels, handle time and productivity.
Maintained up-to-date knowledge of product and service changes.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Utilized advanced problem-solving abilities to identify creative solutions for atypical client concerns.
Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
Leveraged strong listening skills to fully understand the customer''s perspective, enabling tailored and empathetic responses during conflict resolution.
Participated actively in ongoing professional development opportunities to stay current on industry best practices and enhance personal skillset.

Accounting Clerk

Constellium Rolled Products

01.2017 - 03.2020

Maintained organized filing systems for accounting records, ensuring easy access to crucial financial information when needed.
Maintained accounting records utilizing in-house and client systems.
Input high volume of monthly invoices with consistent accuracy.
Facilitated timely month-end closing activities by completing accurate journal entries and account adjustments.
Conducted regular reviews of aged accounts receivable reports, ensuring timely follow-up on past due balances.
Streamlined payables and receivables processes by implementing efficient systems and software tools.
Maintained organized filing system for financial records, enabling easy access during audits or other review processes.
Coordinated with vendors to negotiate more favorable payment terms, resulting in cost savings for the company.
Collaborated with sales team to ensure accurate invoicing and timely collections, resulting in improved cash flow.
Maintained records by imaging invoices, debits, and credits.
Enhanced client relationships through effective communication and prompt resolution of billing inquiries or disputes.
Increased accuracy of financial reports by reconciling accounts, identifying discrepancies, and rectifying errors in a timely manner.
Provided support during audits by gathering requested documentation and answering questions from external auditors.
Coordinated efforts with IT department to troubleshoot and resolve any software or system issues impacting the accounts payable and receivable functions.
Supported departmental goals by undertaking additional responsibilities as needed, contributing to overall team success.
Facilitated smooth month-end closing procedures by completing all required tasks accurately and ahead of schedule.
Implemented policies to maintain the confidentiality of sensitive financial information, ensuring compliance with industry regulations.
Developed comprehensive aging report that reduced overdue receivables by implementing targeted follow-up strategies.
Maintained up-to-date records of accounts payable and receivable, ensuring all financial transactions were accurately recorded.
Streamlined audit preparation process, ensuring all financial documents were accurately and promptly prepared.
Facilitated smoother internal audits by maintaining organized financial records and supporting documentation.
Streamlined client invoicing processes to ensure faster payment turnaround.
Improved vendor relationships with timely and accurate payment processing.
Managed monthly closing of financial records and reporting, ensuring accuracy and timeliness.
Matched purchase orders with invoices and recorded necessary information.
Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
Handled day-to-day accounting processes to drive financial accuracy.
Managed and responded to correspondence and inquiries from customers and vendors.
Gathered, evaluated and summarized account data in detailed financial reports.
Input financial data and produced reports using SAP.

Manager

Americas Car-Mart

09.2016 - 01.2017

Accomplished multiple tasks within established timeframes.
Managed and motivated employees to be productive and engaged in work.
Maintained professional, organized, and safe environment for employees and patrons.
Managed branch sales, customer service, finances and recordkeeping.
Set clear performance goals for the sales team, providing regular feedback on progress toward targets while offering support where needed.

HR Supervisor

North American Lighting

09.2014 - 09.2016

Provided ongoing training opportunities for staff members, fostering professional development and career advancement.
Collaborated with department managers on workforce planning efforts, identifying staffing needs and ensuring appropriate resource allocation.
Managed complex employee relations issues, resulting in improved workplace morale and minimized turnover rates.
Identified and implemented appropriate strategies to increase employee satisfaction and retention.
Fostered positive work environment through comprehensive employee relations program.
Instructed senior leaders on appropriate employee corrective steps.
Recruited top talent to maximize profitability.
Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance.
Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
Managed benefits enrollment by answering questions and aiding employees with login details.
Organized company-wide events designed to boost employee morale.
Answered employee inquiries regarding health benefits and 401k options.
Prepared new hire letters, employee contracts, and corporate policies.
Updated HR database with new employee information, changes in benefits, and other details.
Handled on-boarding process for newly hired employees, which included distribution of all paperwork.
Oversaw hiring, staffing, and labor law compliance.
Coordinated annual performance review process, providing constructive feedback for individual growth opportunities within the organization.
Streamlined HR processes for increased efficiency and reduced administrative workload.
Supported organizational growth by actively participating in the recruitment and selection of top talent.
Conducted thorough investigations into employee grievances, ensuring fair resolution of conflicts or concerns.
Oversaw payroll processing tasks while maintaining accuracy and adherence to deadlines.
Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
Optimized recruitment processes through data analysis; reducing time-to-fill metrics significantly.
Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
Directed and controlled 401K, medical, dental, and vision benefit packages.

HR Analyst

North American Lighting

01.2013 - 09.2014

Strengthened employee retention by developing career progression paths and offering personalized development plans.
Enhanced internal communication channels through timely distribution of company updates and policy changes across all departments.
Improved accuracy of HR metrics reporting through robust data analysis techniques for informed decision-making purposes.
Promoted a healthy work environment by designing wellness programs and fostering open communication channels.
Supported conflict resolution efforts between employees when necessary, mediating discussions for mutual understanding.
Streamlined HR processes by implementing efficient data management practices and reducing redundancies.
Reduced employee turnover rates with effective recruitment strategies and comprehensive onboarding programs.
Improved workforce productivity, proactively addressing performance issues through coaching and development initiatives.
Implemented effective training programs tailored to individual employee needs, boosting skillsets and job satisfaction.
Supported organizational growth by collaborating with cross-functional teams to identify talent needs and fill vacancies promptly.
Administered benefits programs efficiently, maintaining accurate records and liaising with external vendors as required.
Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings, and recommending changes.
Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
Provided troubleshooting and technical assistance in use of PeopleAdmin system.
Pre-screened resumes prior to sending to corporate hiring managers for consideration.
Developed and implemented onboarding and orientation programs for new employees.
Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
Conducted performance reviews and provided feedback to managers on employee performance.
Completed human resource operational requirements by scheduling and assigning employees.
Created and delivered HR training sessions to staff, managers and executives.
Administered employee benefits programs and assisted with open enrollment.
Developed and monitored employee recognition programs.

Client Service Provider

H&R Block

12.2009 - 04.2011

Streamlined office operations by implementing efficient workflow processes and reducing response times.
Participated in industry events representing the company professionally while networking with potential clients or partners.
Provided personalized attention to each client''s needs, consistently exceeding expectations through tailored solutions.
Managed a high volume of inbound calls, ensuring timely resolutions for various client concerns.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Maintained up-to-date knowledge of product and service changes.
Followed up with customers about resolved issues to maintain high standards of customer service.
Met customer call guidelines for service levels, handle time and productivity.
Exhibited high energy and professionalism when dealing with clients and staff.
Delivered prompt service to prioritize customer needs.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Investigated and resolved customer inquiries and complaints quickly.
Educated clients on utilizing self-service tools available within the platform promoting a more efficient service experience.
Greeted customers as point of contact for inbound calls.
Enhanced client satisfaction by promptly addressing inquiries and providing exceptional customer service.
Served as a key point of contact for clients during critical situations, facilitating prompt solutions under tight deadlines.
Developed and maintained strong relationships with clients, earning repeat business and fostering long-term partnerships.
Entered data while preparing and maintaining documents, spreadsheets and records.
Maintained detailed records of client interactions using CRM software, enabling seamless collaboration among team members.

Server/Bartender/Shift Leader

The Grille-Robert Trent Jones Golf Trail

03.2004 - 08.2009

Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
Served food and beverages promptly with focused attention to customer needs.
Worked with POS system to place orders, manage bills, and handle complimentary items.
Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
Cultivated warm relationships with regular customers.
Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
Maintained a clean and orderly dining area for an enjoyable guest experience.
Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
Assisted in training new hires, providing guidance on restaurant standards and best practices.
Handled cash transactions accurately, contributing to balanced daily financial reports.
Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
Explained menu items and suggested appropriate options for food allergy concerns.
Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
Learned and followed local alcohol laws to keep restaurant compliant with regulations.
Contributed to inventory management by monitoring stock levels.
Improved dining experience by providing prompt, attentive service to guests.
Ensured accurate cash handling and processed transactions swiftly, contributing to restaurant's financial accuracy.
Assisted in planning and execution of special events, contributing to restaurant's reputation for hosting.

Education

BBA - Computer Information Systems/Management

University of North Alabama

Florence, AL

05.2007

Associate of Applied Science - Computer Information Systems

Northwest Shoals Community College

Muscle Shoals, Alabama

12.2003

Skills

Analytical skills
Professionalism
Interpersonal skills
Task prioritization, multitasking
Decision-making
Adaptability and flexibility
Active listening
Organizational skills
Critical thinking
Excellent communication
Reliability
Problem-solving abilities
Attention to detail
Teamwork and collaboration
Time management
Multi-line phone talent
Document and records management

Data management
Customer relationship management (CRM)
Policies and procedures adherence
Remote office availability
Customer data confidentiality
MS office
Work prioritization
Call documentation
Inbound call management
Computer skills
Customer account updates
E-commerce
Call center operations
Verbal and written communication
Data entry
Problem-solving skills
HRIS, Workday, SAP, Service Now, Kronos, Microsoft Teams, Outlook, AS 400, Zoom, VPN,

Timeline

Benefits Resolution Specialist

Wal-mart

09.2021 - 01.2025

Accounting Clerk

Constellium Rolled Products

01.2017 - 03.2020

Manager

Americas Car-Mart

09.2016 - 01.2017

HR Supervisor

North American Lighting

09.2014 - 09.2016

HR Analyst

North American Lighting

01.2013 - 09.2014

Client Service Provider

H&R Block

12.2009 - 04.2011

Server/Bartender/Shift Leader

The Grille-Robert Trent Jones Golf Trail

03.2004 - 08.2009

BBA - Computer Information Systems/Management

University of North Alabama

Associate of Applied Science - Computer Information Systems

Northwest Shoals Community College

Kathleen Heneghan

Summary

Overview

Work History

Benefits Resolution Specialist

Accounting Clerk

Manager

HR Supervisor

HR Analyst

Client Service Provider

Server/Bartender/Shift Leader

Education

BBA - Computer Information Systems/Management

Associate of Applied Science - Computer Information Systems

Skills

Timeline

Benefits Resolution Specialist

Accounting Clerk

Manager

HR Supervisor

HR Analyst

Client Service Provider

Server/Bartender/Shift Leader

BBA - Computer Information Systems/Management

Associate of Applied Science - Computer Information Systems

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