Tavaris McCoy
Antioch,CA
Summary
Collaborative, detail-focused and organized HR professional with experience in Employee Benefits including payroll, workers' compensation, leaves of absence, retirement, disability. Demonstrates strong prioritizing, problem-solving, and critical thinking skills; effective communication with employees at all levels; ability to analyze complex data including identify root causes with a commitment to confidentiality and adherence to company guidelines. Selected to participate in training and quality assurance initiatives, ensuring high standards and efficiency.
Overview
18
18
years of professional experience
Work History
HRSC Specialist III
Kaiser Permanente
11.2022 - 07.2024
- Processed40 daily Pay Integration and Time off Benefits exhaustion transactions with a98% accuracy rate, as measured by internal quality assurance performance measures
- Analyzed and resolved ongoing, moderate to complex human resources issues, such as missing pay and incorrect leave protection coding
- Researched and responded to escalations and inquiries referred by managers and authorized personnel, regarding pay integration eligibility and time off benefit authorization form receipt and processing
- Demonstrated excellent customer service skills responding professionally, accurately, and timely to employee requests for information and changes
HRSC Contact Analyst
Kaiser Permanente
08.2016 - 11.2022
- Researched and resolved complex Pay, Leave of Absence, Benefits and HR Navigation issues using multiple systems, tools and resources
- Completed daily calls while managing successful RTA of97%, Average Handle Time (AHT), and Client Satisfactory score
- Handled calls from clients and authorized personnel related to Human Resource Pay, Leave of Absence and Benefits practices
- Researches and resolves Direct Access and HR Navigation cases
- Managed content relating to Pay, Benefits and Leave of absences, including specialized queues that assist managers and directors only
- Assisted with information on policy and procedures & employment / labor laws
- Resolved customer inquiries received through Direct Access Channel, which included extensive research, use of analytical skills and timely processing
- Verified compliance with state requirements for CFRA, FMLA, and Workers’ Compensation, ensuring correct documentation is received and processed for leave of absences
- Guided employees through understanding union contracts, including benefit options, leave of absence entitlements, and wage structures
- Assisted employees in navigating and enrolling in benefit programs, providing clear explanations of benefits to ensure informed decisions
- Experienced in confirming and calculating monthly and biweekly accruals of time off hours, ensuring compliance with company policies and employee agreements
Customer Service
Fleetcor Technologies
09.2012 - 08.2016
- Handled an average of (80+) calls daily with primary responsibility of V.I.P customers
- Utilized different company applications to assist customers efficiently and in a timely manner
- Provided accurate account information through detailed account analysis
- Provided top level quality customer service to both external and internal customers
- Managed fraud and unauthorized transaction reports, fuel purchase restrictions and high fuel volume urgent requests
Customer Service / Software Support
Wells Fargo Bank
01.2007 - 01.2010
- Provided quality customer service and technical support over the phone to an average of50 customers daily
- I provided advanced technical navigation support to customers by diagnosing and solving system errors, improving user experience
- I also assisted with hardware and software operating issues related to account setup
Education
High School Diploma -
Riverside High School
Pittsburg, CA1998
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Los Medanos Community College
Pittsburg, CASkills
- Windows-based HR information systems (PeopleSoft) and MS Office (Word, Excel, PowerPoint, Outlook, Teams)
- Data Analysis, Report Generation, Problem Solving, Customer Service, Compliance and Legal Knowledge, Attention to Detail and Communication Skills
Gap Period
The gap in my employment was due to a layoff, followed by a period in which I was actively seeking new opportunities that aligned with my skills and career goals.
Timeline
HRSC Specialist III
Kaiser Permanente
11.2022 - 07.2024
HRSC Contact Analyst
Kaiser Permanente
08.2016 - 11.2022
Customer Service
Fleetcor Technologies
09.2012 - 08.2016
Customer Service / Software Support
Wells Fargo Bank
01.2007 - 01.2010
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Los Medanos Community College
High School Diploma -
Riverside High School
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