Sharyn Felton
Orland Park,IL
Summary
Dynamic HR Business Partner with a proven track record at Comcast Cable Corporation, adept in leave of absence management and employee relations. Enhanced employee engagement through strategic initiatives, while optimizing scheduling to reduce call center wait times by 15%. Skilled in HRIS data management and conflict resolution, driving organizational success.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Specialty Pharmacy Service Rep
CVS HEALTH CORPORATION
Mount Prospect, Illinois
09.2025 - 10.2025
- Coordinated and processed prescription orders, including refills and new requests, to ensure timely delivery of medications.
- Facilitated communication between patients and prescribers to streamline the medication therapy process.
- Ensured compliance with HIPAA regulations regarding privacy of patient information.
- Performed data entry tasks for pharmacy records management system.
- Verified insurance benefits for specialty medications, ensuring accurate coverage and minimizing patient costs.
- Maintained accurate records of patient interactions and prescription details in the pharmacy management system.
- Assisted in the management of medication prior authorizations, ensuring timely approvals for patient treatments.
Workforce Planning and Scheduling Analyst
COMCAST CABLE CORPORATION
Oak Brook
07.2013 - 12.2024
- Created and produced new shifts for incoming new hires, major shift bids and holiday schedules.
- Tracked internal scheduling issues utilizing Smartsheet's ticketing system to monitor and record resolution.
- Facilitated red marker meetings for major shift bids with site leadership by proposing shifts that aligned with hours of operation, call volume and service levels.
- Prepared weekly attendance and leave of absence reports.
- Resolved scheduling conflicts and ensured adequate coverage and awareness of service levels.
- Assisted call center managers and supervisors with balancing team headcounts based on schedule types and skill levels.
- Maintained and distributed weekly reports of agents off-phone and training activities.
- Reduced call center wait times by 15% through optimized scheduling based on historical data and forecasting trends.
- Collaborated with HR and Talent operations with onboarding with training new hires on how to use time off portal and entering schedule changes.
HR Business Partner
COMCAST CABLE CORPORATION
Oakbrook, IL
04.2002 - 06.2013
- Successfully managed the well-being of more than 400 call center employees by providing guidance and advice on HR policies and procedures.
- First point of contact for employees with inquiries on benefits that included health, vision, dental as well as leave of absence options including short-term disability, worker’s compensation and other leave accommodations.
- Provided administrative support to HR managers and director by preparing weekly off boarding reports and recruiting activities and maintained employee files & HRIS data.
- Worked closely with business leaders to manage leave of absence strategies as well as employee engagement strategies.
- Tracked and applied eNPS (employee Net-Promoter Score) survey data in creating detailed action plan to increase employee engagement within 2 months.
- Created a template for supervisors to administer Corrective Actions in timely manner.
- Facilitated yearly Open Enrollment fairs on-site for employees to meet healthcare vendors and learn about other ancillary benefits.
- Collaborated with Talent in recruitment fairs and conducting interviews.
- Maintained i-9 files and contracts of outside contractors.
Education
Associates of Arts degree - Business Administration
Triton College
River Grove, ILSkills
- Patient support
- Benefit verification
- Issue resolution
- Order processing
- Claims submission
- Customer relationship management
- Data entry management
- Scheduling optimization
- Problem solving
- Conflict resolution
- Insurance verification
- Prescription processing
- HIPAA compliance
- Patient communication
- Pharmacy software proficiency
- Patient confidentiality
- HIPAA regulations
Activities And Affiliations
- Women in Cable Telecommunication (WICT)
- Society for Human Resource Management (SHRM)
Certification
Pharmacy Technician-State of Illinois
Timeline
Specialty Pharmacy Service Rep
CVS HEALTH CORPORATION
09.2025 - 10.2025
Workforce Planning and Scheduling Analyst
COMCAST CABLE CORPORATION
07.2013 - 12.2024
HR Business Partner
COMCAST CABLE CORPORATION
04.2002 - 06.2013
Associates of Arts degree - Business Administration
Triton College