Ronnae Box
Killeen,TX
Summary
Dynamic Human Resources Professional with a demonstrated history working in the operations space. I aim to bring energy to the HRIS / Recruiting areas and provide unique and creative solutions to guide human resource decisions from a data driven stance. Leverages traditional and online methods to bring in top talent. With a Knack for understanding and identifying areas of process improvement.
Overview
21
21
years of professional experience
Work History
Recruiter
Baylor Scott & White Health
Remote
08.2021 - Current
- Compiled and produced qualified candidates' information for hiring manager review and liaised between parties to coordinate formal, management interviews.
- Operated applicant tracking and candidate management systems.
HRIS Analyst
Baylor Scott and White Health
Remote
02.2020 - 08.2021
- Perform primary and/or secondary administrative and technical support for PeopleSoft, Taleo, Qualtrics, API Time & Attendance and Coordinate with 3rd level, IT-support teams and outside vendors to troubleshoot and resolve issues as needed
- Collection of Business Requirements and Functional Design Document creation including the production of test scripts and process documents in support of new installations and/or system updates
- Analyzed large data sets to detect behavioral and operational patterns with potential to negatively impact productivity.
- Supported human resources department in areas such as people metrics, reporting, finance and analytics.
- Maintained a techincal level of HR operational knowledge in multiple areas of Human Resources Assists leadership and/or appropriate COE in setting up procedures and scripts for addressing common issues
- Applied data analysis to Manager Self Service Automation, Wage Progression and Job evaluation forms identifying business challenges and designing potential operational enhancements.
- Mapped processes to holistically examine business flow and identify improvement opportunities then Collaborated closely with upper management to drive strategy through development and implementation of new processes.
HR Shared Service Center Analyst
Baylor Scott and White Health
Temple, TX
03.2019 - 02.2020
- Performs and designs aspects of User acceptance testing for Business Intelligence Dashboards
- Produce relevant, standard, or custom information (reports, dashboards, charts, graphs and tables) from various data sources by querying data and generating the associated output.
- Distribute and disseminate reports to applicable agencies, researchers, management and other customers
- Responsible for providing reports and supporting metrics regarding HR data and issue resolution
- Document project/work assignments to include all needed technical documentation such as source to target mappings, data sources, definitions, methodologies, contact information, output requirements or other information to ensure continuity of process
- Created various Excel documents to assist with pulling metrics data and presenting them to give concise understanding of best placement for needed resources.
Operations Specialist
Baylor Scott and White Health
Temple, TX
09.2017 - 03.2019
- Entered and updated job data changes and report changes to SSC leadership/staff, managers, HRBPs, and COEs, when appropriate Interprets and applies Baylor Scott and White (BSWH) policies accordingly
- Performs data integrity audits of information entered or interfaced into the HCM application
- Participates in system testing and identification of system and user-interface issues; provides feedback to SSC leadership and HRIS
- Analyze data in the case management tool to accurately capture, track and follow-up on inquiries;
- Served as subject matter expert (SME) for Tier I Specialists in decision making processes related to all HR Operational disciplines.
HR Service Center Associate
Baylor Scott and White Health
Temple, Texas
09.2016 - 09.2017
- Continuously reviews SSC knowledge base to maintain working knowledge of HR and Payroll Operations Navigate through multiple computer applications/databases to view job data changes and personal data changes as well as to research and log customer inquiries
- Participate in the delivery of training for BSWH staff, SSC staff, other HR partners, SSC customers and third-party vendor resources
- Partners with SSC Managers to regularly review performance outcomes against SLAs and KPIs; identify trends requiring COE policy and procedure review and/or consideration
- Receive, route, resolve, and properly close all BSWH HR inquiries within specialty or assignment in an accurate and timely manner
- Assist employees and managers navigate through the HR Portal, PeopleSoft and/or Oracle Cloud applications (i.e.Compensation, Learning, Performance Management, Recruitment and Talent Management).
Customer Retention Specialist
Sprint/Nextel Corporation
Temple, TX
07.2008 - 02.2016
- Addressed and resolved customer product and service complaints empathetically and professionally by using creative solutions and independent judgement to produce win-win outcomes for the customer and company
- Defused volatile customer situations calmly and courteously
- Acted as a liaison between operations management and general specialists on floor escalations and policy improvement strategies
- Assisted supervisors and managers with daily duties and mentoring new agents to assure their understanding and implementation of customer service standards
- Responsible for quality customer service in the competitive wireless industry to prevent loss of customer business and encourage growth opportunities
- Consistently stack ranked in the top 10% against all other agents when comparing metrics such as Retention Rate, Average Handle Time, Sales Rate, Next Call Prevention and Transfer Rate Idle Time.
Direct Collections Investigator
American Electric Power, AEP
Tulsa , OK
05.2005 - 05.2008
- Conducted prompt and thorough investigations on referred files.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
Customer Solutions Consultant
American Electric Power, AEP
Tulsa, OK
03.2004 - 03.2005
- Followed up on technical, commercial and order-related inquiries.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted customers with setting appointments and special order requests
Collections Representative
Cavalry Portfolio Services LLC
Tulsa, OK
10.2003 - 03.2004
- Used skip tracing resources to locate debtors and updated information in company system.
- Counseled debtors on payment options and arranged installment agreements.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Negotiated to collect balance in full.
- Handled 75+ outbound and inbound calls daily with goal of collecting owed debt.
- Resolved challenging situations with friendly but firm strategies.
File Clerk/Office Assistant
Wm Barry Phillips Law Office
08.2002 - 10.2003
- Prepared new files and assigned tracking identification numbers, resulting in faster retrievals.
- Responded to internal and external requests for information.
- Upheld confidentiality of information to avoid potential data breaches and client lawsuits.
- Examined, categorized and sorted incoming documents.
- Classified files based on source, type or other details.
- Cleaned up files regularly by removing outdated information for archival or disposal.
- Created reports, correspondence and spreadsheets with Microsoft Office programs.
- Drafted common document templates for use by executives and employees.
Sales Associate
Buckle
Killeen, Texas
03.2001 - 08.2003
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Helped customers complete purchases, locate items and join reward programs.
- Supported loss prevention goals by monitoring shopper behavior.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Provided product benefits and advantages and discussed pricing with interested parties.
- Informed customers of current store promotions to encourage additional sales purchases.
- Forged and nurtured impactful relationships with customers to cultivate loyalty.
Skills
Detail-oriented
Quote
I can’t understand why people are frightened of new ideas. I’m frightened of the old ones.
John Cage
Timeline
Recruiter
Baylor Scott & White Health
08.2021 - Current
HRIS Analyst
Baylor Scott and White Health
02.2020 - 08.2021
HR Shared Service Center Analyst
Baylor Scott and White Health
03.2019 - 02.2020
Operations Specialist
Baylor Scott and White Health
09.2017 - 03.2019
HR Service Center Associate
Baylor Scott and White Health
09.2016 - 09.2017
Customer Retention Specialist
Sprint/Nextel Corporation
07.2008 - 02.2016
Direct Collections Investigator
American Electric Power, AEP
05.2005 - 05.2008
Customer Solutions Consultant
American Electric Power, AEP
03.2004 - 03.2005
Collections Representative
Cavalry Portfolio Services LLC
10.2003 - 03.2004
File Clerk/Office Assistant
Wm Barry Phillips Law Office
08.2002 - 10.2003
Sales Associate
Buckle
03.2001 - 08.2003
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