Reshunda Graham
Tallahassee,FL
Summary
Result driven Senior Human Resources Specialist with five years of experience in building rapport with State clients. Gifted in answering large volume of customer calls and resolving customer complaints during normal operations and during open enrollment. Accomplished in consistently earning top customer satisfaction ratings by remaining professional and allowing customers to determine when needs have been met. I also astute accounting professional well-versed in analyzing data to identify ways to reduce costs and improve accounting processes. I’m skilled at boosting profitability and minimizing accounting errors, dedicating to reducing outstanding debt and avoiding additional fees. I prepare and distributes statements to customers while maintaining comprehensive, accurate records, accustomed to answering escalated questions, providing information, and resolving concerns.
Overview
15
15
years of professional experience
1
1
Certification
Work History
SR Human Resource Specialist Tier 2
Northgate Arinso
Tallahassee, FL
10.2015 - 01.2020
- Handle inbound inquiries from state employees, troubleshoot basic technical issues, assist callers with products, process-related inquiries, and enroll into benefits (Health, Dental, and Vision) along with supplemental insurance.
- Exceeded call speed, accuracy and volume benchmarks on consistent basis
- Educated clients on how to navigate company systems and work within established frameworks to obtain desired services
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Documented customer inquiries and feedback, including service delivery suggestions, in company database
- Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems
- Consulted with customers to determine best methods to resolve service and billing issues
- Answered questions and informed customers of current benefits and payroll.
- Provided guidance on benefits programs, such as health insurance, retirement plans, tuition reimbursement.
- Responded to questions from employees about their paychecks or deductions via email or phone calls in a timely manner.
- Assisted employees with enrolling in benefit plans and explained plan options.
- Processed benefit enrollment forms, changes, and terminations.
- Reviewed eligibility for medical insurance coverage and other benefit plans.
- Mastered state and Federal benefit laws Including ERISA, FMLA, COBRA, HIPPA and 401k administration.
- Researched employee benefit and health and safety practices, recommending changes or modifications to existing policies.
- Administered employee insurance, pension and savings plans, working with insurance brokers and plan carriers.
- Offered subject matter expertise on employment regulations, compensation policies and personnel management procedures to optimize internal structures.
- Coordinated benefits processing, including enrollments, terminations and claims.
- Explained the impact of life events such as marriage or divorce on benefits enrollment status.
Production Team Leader
Steak N Shake
Tallahassee, FL
07.2015 - 09.2019
- Addressed employee and production issues to determine and implement optimal resolutions, preventing wasted resources and maintaining schedules.
- Defined, created and developed solutions to identify root cause of problems to avoid future occurrences.
- Inspected incoming supplies to conform with materials specifications and quality standards.
- Analyzed inventory reports determining root cause of discrepancies.
- Cross-trained and provided back-up for other customer service representatives when needed
- Planned and managed resources to consistently meet production, quality and cost goals.
- Managed quality control and maintained high level of customer satisfaction.
Head Housekeeping Supervisor
Consulate Health Care
Tallahassee, FL
06.2010 - 04.2013
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
- Interacted pleasantly with clients and guests when performing daily duties.
- Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Collaborated with front desk to respond promptly to guest requests and promote positive experience.
- Reviewed employee performance and devised improvement plan to achieve goals.
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
- Organized supplies for use based on expected customer needs.
Shift Leader
Burger King
Tallahassee, FL
02.2005 - 05.2010
- Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
- Delegated tasks to employees and monitored activities and task completion.
- Supervised and led employees to maintain productivity and customer service levels.
- Complied with company safety procedures, policies and regulations to promote safe working environment.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Checked orders for quality and completeness.
- Evaluated employee performance, delivering individualized feedback and praise.
- Completed opening and closing duties to facilitate business operations.
- Provided exceptional customer service and maintained a positive attitude throughout the shift.
- Ensured staff was properly trained on all aspects of their job duties, including safety protocols.
Education
Bachelor of Science - Business Administration And Management
Strayer University
Washington, DC09.2025
High School Diploma -
James Rickards High School
Tallahassee, FL05.2005
Skills
- Account collections
- Interest calculations
- Quality control
- Manual processing
- Payroll liabilities
- Year-end reporting
- Payment transactions
- Bill payment
- Problem-solving abilities
- Product and service knowledge
- Staff development
- Conflict resolution
- Customer rapport
- Documenting information
- Strong communication abilities
- Report creation
- Report generation
- Resolving issues
- System documentation
- Call center operations
- Check processing
- Reporting familiarity
- Improvement plan knowledge
- Experience in leadership
- Organizational skills
- Proficient in Office 365
- Attention to Detail
- HRX
- SAP( System Applications and Products in Data Processing )
- ECASE
- Data Compiling and Verification
Certification
CPR Certified
Timeline
SR Human Resource Specialist Tier 2
Northgate Arinso
10.2015 - 01.2020
Production Team Leader
Steak N Shake
07.2015 - 09.2019
Head Housekeeping Supervisor
Consulate Health Care
06.2010 - 04.2013
Shift Leader
Burger King
02.2005 - 05.2010
Bachelor of Science - Business Administration And Management
Strayer University
High School Diploma -
James Rickards High School
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