Sheila Metcalf

• Investigated employee and mid level manager complaints or grievances related to workplace issues or violations of policy.
• Provided guidance on corporate policies, labor laws and regulations to ensure compliance with applicable federal, state and local rules.
• Collaborated with HR executive leader on effective methods for handling disciplinary actions or terminations when necessary.
• Facilitated top talent acquisition, collaborated to gain insight and gauge effectiveness, ensured successful transition into the organization across 10 work center support teams by pre-screening and interviewing, conducted onboarding activities, led orientation sessions, and new hire needs assessment.
• Managed payroll processing functions including timekeeping records, tracking tardiness or absences, LOA, Paid Time Off and Sick Time calculations.
• Performed data entry and maintenance of non exempt and exempt employee information in Workday HRIS system for accurate record keeping and ensuring regulatory and legal compliance.

• Promoted to On The Floor Supervisor, supported 30-35 HR Specialists I and II Agents, resolved call center HR benefits complaints requiring management-level escalation.
• Responded promptly to all incoming phone calls, emails, and online chats from Fortune 100 Global Firm's senior level leadership, firm partners, financial advisors, and HCE's (highly compensated employees and retirees).
• Maintained customer high satisfaction scores, consistently resolved escalation issues, provided feedback on account inquiries, accurately processed complicated requests and payments for employees medical health retiree, 401K, pension, and stock brokerage account balances of $500,000 - $35,000,000.
• De-escalated customer account concerns with proven conflict mediation and problem-solving abilities, created win-win that minimized company risk, reduced legal claims filing requests and social media threats.
• Researched resolutions, contacted and collaborated with necessary departments across Operations, Payroll, Legal, HRBP's and Client Managers.
• Consultative guidance on employment changes, benefits implications and forfeitures, payroll contributions, processed fund transfers, IRA rollovers, medical and tuition reimbursements, 401K primary residence loan and general loan requests, resolved escalated denied documentation reviews for approvals, non resident alien employees international wire transfers.

Customer Clients - McKinsey & Company Global Management Consulting Firm, UBS Financial Services Global Firm, Accenture, and American International Group, Inc

• Provided support over the phone, chat, and via email to employees and retirees regarding questions concerning their health coverage, pay, 401K, pension, self directed brokerage account, medical retiree and other HR benefits programs.
• Processed and maintained a detailed record of all interactions, transactions, comments, and complaints.
• Troubleshoot account access issues, provide technical support, assisted customers in navigating through website features and functions to locate desired information.
• Provided accurate, valid, and complete information to customers.
• Maintained compliance with applicable laws including HIPAA, privacy regulations, data protection regulations, and ERISA guidelines.

Call Center Customer Accounts - Proctor Gamble, Marriott International, University Of Pittsburgh Medical Center, and AbbVie Inc. Pharmaceuticals.