Paula Jones
Atlanta
Summary
I'm an aspiring Talent Acquisition Recruiter, passionate about pairing top talent with the roles they were destined for in the customer service industry. My 23-year career in the service industry sharpened my ability to source top talent and identify hidden potential. I have demonstrated experience in the full lifecycle of HR recruitment activities: talent acquisition strategy, recruitment strategies, interview training, employee relations and benefits management. I am certified in HR Management and adept at using LinkedIn Recruiter, LOXO and various applicant tracking tools.
Overview
26
26
years of professional experience
Work History
Claims Initiation Representative
Lincoln Financial Group
03.2024 - Current
- I am an intake specialist for the world's largest reassurance services, responsible for answering claimants calls regarding disability and FMLA claims in a virtual call center environment
- I provide customers with insight into their group insurance and was chosen to be part of a defined career developmental program in the company
- Serves as the first point of contact for the employee initiating claims or leaves to provide a positive customer experience during their specific challenge
- Identifies, recommends and champions process improvements and organizational initiatives to positively influence the team and quality
- Educates customers on their policies and advise of next steps in the claims administration process
- Experience with data entry and research in a fast-paced environment maneuvering through multiple systems as needed
Independent Talent Recruiter
Pearson Career Consulting
02.2024 - Current
- I am part of a talented recruiting team that partners with HR leaders to enhance their ability to identify, screen and short-list candidates for consideration
- Leverage ATS platforms to maintain a candidate pipelines
- Conduct resume screenings and manage each candidate's experience through the recruitment process
- Draft job postings, job descriptions and ensure quality of candidate data
- Creatively leverages social media, referrals and LinkedIn Recruiter to screen and identify candidates
- Ensures basic HR and recruitment policies and procedures are followed through the recruiting process
Customer Care Representative II
Alight Solutions
10.2022 - 08.2023
- Company Overview: Leading medical technology company
- As a representative for a leading medical technology company, I was tasked with providing a people-centered health, wealth and wellbeing experience for our clients' employees
- Patient education: verify patient insurance information, explain coverage details, and assist in obtaining pre-authorization for medical procedures when required
- Patient communication: conducting check-in calls with patients to assess their well-being, address concerns and gather feedback on their healthcare experiences
- Maintained accurate and detailed patient records, documenting relevant information, create and troubleshoot insurance benefits, including medical history, coverage details, and communications
- Assisted patients in understanding billing statements, discussing payment options, and connecting them with financial assistance programs if applicable
- Leading medical technology company
Guest Engagement Specialist
Hilton Hotels
01.2020 - 03.2020
- Company Overview: Top ranked global hospitality company
- As a specialist for a top ranked global hospitality company, I played a crucial role in fostering brand loyalty and satisfaction by effectively communicating Hilton's offerings and maintaining high service standards
- Guest Engagement: Handle guest reservations, including bookings, cancellations, and modifications, ensuring accuracy and aligning with the hotel's policies
- Communication Liaison: Serve as a communication link between guests and various hotel departments, ensuring smooth coordination and fulfilling guest requests
- Billing Assistance: Assist guests with inquiries related to their bills, explaining charges and resolving any discrepancies in a professional and customer-friendly manner
- Special Requests Handling: Manage and fulfill special requests from guests, such as room preferences, celebrations, or specific amenities, ensuring attention to detail and exceeding guest expectations
- Top ranked global hospitality company
Cruise Consultant
Holland America Line
06.2018 - 10.2018
- As a Cruise Consultant, I helped customers navigate their way through the complexities of booking a cruise
- Booking Assistance: Assist customers in making cruise reservations, providing information on available itineraries, cabin options, and pricing details
- Itinerary Customization: Work with customers to customize cruise packages based on their preferences, including cabin upgrades, dining preferences, and excursion choices
- Documentation: Ensure all reservation details are accurately documented, including passenger information, special requests, and any additional notes relevant to the booking
- Collaboration with Cruise Lines: Liaise with cruise line representatives to obtain real-time information on availability, promotions, and any updates affecting customer reservations
- Problem Resolution: Address and resolve customer concerns or issues related to reservations, ensuring a positive customer experience and fostering customer loyalty
Social Media Coordinator
Mommies Without Mommies
07.2018 - 08.2018
- Company Overview: Small but powerful non-profit organization
- Composed and advise the social media sites for a small but powerful non-profit organization
- In this role, I supported fundraising events, drove donations and solicited sponsorships
- I assisted the organization's founder with quarterly meetings, recording of minutes, and event planning
- Small but powerful non-profit organization
Client Services Manager
SunTrust
07.2015 - 08.2017
- Company Overview: Southeast's largest bank
- As an on-site Client Services Manager for the Southeast's largest bank, I was tasked with building and maintaining positive relationships with retail bank clients and managed a team to ensure the highest levels of customer satisfaction were met
- Southeast's largest bank
Bank Teller Supervisor
PNC
05.2009 - 05.2014
- As the lead client services manager for the RBC branch in Midtown Atlanta, I was responsible for overseeing teams of customer services representatives who responded to customer questions and resolved problems
- I led day to day operations for the branch and proactively supported business development
School Secretary
Clayton County Public Schools
09.1999 - 05.2008
- I managed clerical office duties for school administrators, including composing correspondences and designing various documents
- As the main point of contact for the Principal and front office, I developed a strong rapport with students, parents and staff
Education
Human Resource Management TCC
Atlanta Technical College
Organizational Leadership TCC
Atlanta Technical College
President's List
Atlanta Technical College
Diploma of Education - Business Management
Atlanta Technical College
12.2023
Skills
- Social Media Communications
- Social Media
- Social Media Marketing
- Social Media Outreach
- Supervisory Skills
- LinkedIn Recruiter
- Data Analysis
- Talent Acquisition
- Client Intake
- Claims Handling
- Analytical Skills
- Verint Workforce Optimization
- Five9
- System one
- Recruiting
- HR Consulting
- Independent Contractors
- Talent Management
- Conflict Resolution
- Organization Skills
Awards
- Dean's List, Atlanta Technical College
- President's List, Atlanta Technical College
Timeline
Claims Initiation Representative
Lincoln Financial Group
03.2024 - Current
Independent Talent Recruiter
Pearson Career Consulting
02.2024 - Current
Customer Care Representative II
Alight Solutions
10.2022 - 08.2023
Guest Engagement Specialist
Hilton Hotels
01.2020 - 03.2020
Social Media Coordinator
Mommies Without Mommies
07.2018 - 08.2018
Cruise Consultant
Holland America Line
06.2018 - 10.2018
Client Services Manager
SunTrust
07.2015 - 08.2017
Bank Teller Supervisor
PNC
05.2009 - 05.2014
School Secretary
Clayton County Public Schools
09.1999 - 05.2008
Human Resource Management TCC
Atlanta Technical College
Organizational Leadership TCC
Atlanta Technical College
President's List
Atlanta Technical College
Diploma of Education - Business Management
Atlanta Technical College
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