Tatiana Ramos
Sanford,FL
Summary
Service oriented Human Resource Specialist with 8 years background in Military Human Resources/Medical services.
Overview
15
15
years of professional experience
Work History
HR Benefits Administrator
Sonesta Hotels
Orlando, FL
11.2021 - Current
- Respond to written and oral support requests from employees and managers on vast array of benefit related inquiries in a professional, sensitive, customer-focused manner, in accordance with company policies and procedures
- Analyze requests and escalate complex issues (when unable to solution) to HRSS Senior Specialist, Manager of HRSS or HR Centers of Excellence (COE) as necessary and serve as liaison to ensure resolution.
- Educate employees on HR/Benefit resources available to them and encourage use of self-service tools such as HR and Benefits Portal, Workday employee and manager self-service, and other systems as appropriate.
- Proactively maintain and curate HRSS’ knowledge base.
- Assist employees and managers with day-to-day Workday troubleshooting & ensure transactions in Workday are completed accurately.
- Respond to requests for data and information from state agencies, employees and HR team, ensuring compliance with all company, local, state and federal laws.
- Pro-actively identify trends and opportunities for process, policy, and procedure improvements to positively enhance employee experience and drive process optimization.
- Follow Standard Operating Procedures (SOPs) and ensure non-compliant items are escalated as appropriate.
- Partner with other internal departments such as HR, HRIS, Payroll, Finance and IT to ensure data accuracy and drive best-in-class employee experience through continuous improvement.
HR Benefits Specialist
AdventHealth
Altamonte Springs, FL
09.2018 - 11.2021
- Delivered superior customer service to employees who contact the Benefits Service Center, applying documented procedures, policies and other reference and resource materials to accurately resolve employee inquiries; utilize sound judgment and make appropriate determinations on an independent level within the scope of AHS policy
- Logged calls into a computerized call tracking system, maintaining record of transaction for all customer contacts utilizing the case management tool; Log call notes into the legacy system for historical documentation
- Provided information and guidance on benefit plan information to employees, including, but not limited to, new hire enrollment, open enrollment, qualifying life events, job status changes, evidence of insurability applications, death claims and government required notices and compliance documents
- Provided information and guidance on post-employment benefit plan information to employees, including conversion and portability options and Continuation of Coverage eligibility and enrollment
- Provided information on AHS retirement options including AHRP, SDA frozen pension plan/s and other voluntary retirement options
- Maintained a broad knowledge of company policies, benefit plan documents and legal and regulatory updates as it relates to employee benefits and group health and welfare plans Maintain appropriate relationships with benefit vendor representatives, corporate Benefits team members, internal Shared Services and HRIS teams
- Ensured AHS compliance with HIPAA, maintaining employee privacy where appropriate, including confidentiality and protection of sensitive information
- Answered phone calls and responded to emails within established service-level agreement timeline
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email and in-person interactions.
- Participated in activities and training designed to improve employee satisfaction
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
Document Management Coordinator
AdventHealth
Altamonte Springs, FL
01.2016 - 09.2018
- Processed multiple HR transactions daily; including creating, researching, processing and resolving cases
- Indexing and processing documents, assisting the contact center, facilitating and assisting with verification of employments, communicating with facility HR liaison among others
- Facilitated, trained and assisted new colleagues on the team to include training material and standard operating procedures
- Identified and resolved problems by analyzing complex spreadsheets and forms
- Applied documented call procedures, policies, call scripts and other reference materials to answer internal employee inquiries
- Partnered with necessary functional teams in order to implement and make decisions pertinent to cases, documents and processes
- Helped serve best practices in communicating due diligence findings to supervisor and other functional teams
- Volunteered for special projects such as the deployment of Adventist Care Centers, and verification of employment audits
- Served as point of contact for the department while supervisor is out of the office.
Customer Service Representative
Frontier Communications
DeLand, FL
10.2014 - 05.2015
- Developed effective relationships with all call center departments through clear communication
- Built customer loyalty by placing follow-up calls for customers who reported product issues
- Addressed customer service inquiries in a timely and accurate fashion
- Provided accurate and appropriate information in response to customer inquiries Consistently maintained up-to-date records
Personnel Specialist/HR Generalist
United States Navy
Jacksonville, FL
03.2003 - 03.2011
- Maintained current knowledge of Equal Employment Opportunity (EEO) and affirmative action guidelines/laws; including the Americans with Disabilities Act (ADA)
- Prepared employment records related to events such as hiring, termination, leaves, transfers and promotions using military human resources management system software, such as Navy Standard Integrated Personnel System (NSIPS), and Master Military Pay Account (MMPA)
- Reviewed employment applications, matched applicants with job requirements, selected qualified applicants and made hiring recommendations
- Informed job applicants of details such as duties, responsibilities, compensation, benefits, schedules, working conditions and promotion opportunities
- Conducted exit interviews and ensured that necessary employment termination paperwork was completed
- Managed and updated human resources documents, such as organizational charts, employee handbooks, directories and performance evaluation forms
- Transmitted correspondence or medical records by mail, e-mail or fax
- Interviewed patients to complete documents, case histories, or forms; such as intake or insurance forms.
Education
High School Diploma -
Deltona High School
Deltona, FL05.2002
Skills
- Microsoft Office Suite: Word, Excel, PowerPoint and Outlook
- Client/Customer Relationship Building and Retention
- PeopleSoft (HCM)
- Compensation
- Conflict Resolution
- Perceptive Content/ImageNow
- Payroll
- Customer Service
- Workforce
- Trained in record management and confidentiality
- Dependable team player with strong verbal, written and interpersonal skills
- Human Resources Department Processes
- Benefits Programs
Timeline
HR Benefits Administrator
Sonesta Hotels
11.2021 - Current
HR Benefits Specialist
AdventHealth
09.2018 - 11.2021
Document Management Coordinator
AdventHealth
01.2016 - 09.2018
Customer Service Representative
Frontier Communications
10.2014 - 05.2015
Personnel Specialist/HR Generalist
United States Navy
03.2003 - 03.2011
High School Diploma -
Deltona High School
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