Tommy Furlow Jr
Team Lead
Minneapolis,MN
Summary
Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.
Overview
29
29
years of professional experience
Work History
HR Service Team Lead
Ameriprise Financial Inc.
01.2019 - 01.2024
- Leads the managing operations of the Human Resources Service Contact Center, which provides benefits, payroll and HR support to over 15,000 Ameriprise Financial employees and Advisors
- Utilizing PeopleSoft Software, launching Workday software Q3 2019
- Empowers project teams to develop self-serviceable resources and documentation for Payroll and Benefit Customer processes
- Establishes documented procedures for over 40 processes to improve quality and automation
- Develops customer service training courses to enhance the performance of HR Service Contact Center team and improve overall customer experience
- Customer escalations to the VP of HR Services declined year over year
- Facilitates planning for yearly Benefit Open Enrollment
- Responsibilities included ensuring appropriate staffing during the enrollment period, coordinating temporary support services and creating procedures to ensure enrollment processing is complete and accurate
- Partners with various areas in Human Resources to provide brilliant services to the enterprise such as Employee Relations, HR Business Partners, Employee Development, Talent Management, Onboarding, Benefits, and Tax Team
HR Service Coach
Ameriprise Financial Inc.
12.2014 - 01.2019
- Back up Leader and make decision when leader is not
- Answer escalated phone calls
- Weekly staff planning meeting to make sure that phone is covered
- Prepare weekly and Monthly reports to track results
- Run Biweekly Staff Meeting
- Working on WorkDay new HR System
- Part of Open Enrollment Team
- Quality call coaching
- Manual enroll employee in Medical and Prescription websites
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Resolved escalated client issues promptly and professionally, demonstrating a commitment to superior service standards.
- Mentored new employees, providing guidance on company policies, procedures, and best practices for exceptional customer interactions.
- Supported the development of new hires through comprehensive onboarding programs focused on essential skill-building exercises.
HR Service Expert
Ameriprise Financial Inc.
09.2014 - 12.2014
- Enhanced company culture through effective communication and conflict resolution strategies.
- Managed benefits administration, ensuring accurate enrollment and timely processing of claims for employees.
- Assisted employees with career development planning, supporting their long-term success within the organization.
- Led HR-related change management efforts during periods of organizational restructuring or policy updates, minimizing disruption to daily operations.
HR Service Professional
Ameriprise Financial Inc.
03.2007 - 09.2014
- File Life Claims
- Improved employee satisfaction by implementing streamlined HR processes and procedures.
- Managed benefits administration, ensuring accurate enrollment and timely processing of claims for employees.
- Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
Mortgage Loan Officer
Liberty National Mortgage
08.2005 - 04.2006
- Originate Loans
- Process loans from start to close
- Schedule closing dates and times with the customer
Mortgage Processor
Great Lakes Loan Center
09.2002 - 05.2005
- Process a loan from start to close
- Schedule closing dates and times with the customer
- Order office supplies
- Work with Customer to gather conditions
- Work with Lenders to clear conditions
Administrator, Customer Service
Minnesota Life Insurance Company
03.2000 - 12.2001
- Handle escalated phone calls
- Utilize objectivity in problem solving
- Project delegation and tracking
- Timecard reconciliation and balancing
- Team and Client – Daily, Weekly and Monthly Reporting
- CSR quality call review
Senior Customer Service Representative
Minnesota Life Insurance Company
02.1995 - 03.2000
- Averaged 85 phone calls per day
- Conducted several projects for different areas and customers
- Input Customer information into computer system and paid claims
Education
No Degree - Social Work
University of River Falls
River Falls, WISkills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Performance monitoring
- Schedule management
- Operations management
- Employee evaluation
- Employee training
- Issue resolution
- Call center operations
- SMART goals
Timeline
HR Service Team Lead
Ameriprise Financial Inc.
01.2019 - 01.2024
HR Service Coach
Ameriprise Financial Inc.
12.2014 - 01.2019
HR Service Expert
Ameriprise Financial Inc.
09.2014 - 12.2014
HR Service Professional
Ameriprise Financial Inc.
03.2007 - 09.2014
Mortgage Loan Officer
Liberty National Mortgage
08.2005 - 04.2006
Mortgage Processor
Great Lakes Loan Center
09.2002 - 05.2005
Administrator, Customer Service
Minnesota Life Insurance Company
03.2000 - 12.2001
Senior Customer Service Representative
Minnesota Life Insurance Company
02.1995 - 03.2000
No Degree - Social Work
University of River Falls
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