Wendy Gilpin
Morgantown
Summary
Experienced Services Representative with a strong background in customer service and problem resolution. Possess proven skills in communication, multitasking, and relationship building that contribute to providing superior service experiences for customers. Previous roles have emphasized consistent improvement of customer satisfaction rates and enhancement of team efficiency.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Associate HR Shared Services Representative
WVU Medicine
Morgantown
05.2024 - Current
- Primary contact for all employees and managers for a single knowledge area. Analyze the employee's profile to advise them specifically on their question and/or actions the employee needs to take regarding their inquiry. The employee's HR inquiries are through various customer channels including calls and portals.
- Responds to employees' and managers' inquiries in a timely manner through calls and portal cases with an individualized customer focus and with the goal to resolve 90% of the inquiries.
- These subjects include but are not limited to benefits, payroll, tuition, compensation, learning & development.
- Analyzes employee profile and provides customized response to the employee's questions based on knowledge of policies & processes and how they apply to the individual.
- Utilizes various HRIS systems to research, input, track, and resolve customer inquiries. Systems include but not limited to Workday, Kronos, & Policy Tech.
- Stays current on continually changing and new HR policies, procedures, and employee notifications to adequately inform our customers.
- Supports employees who need assistance with day-to-day HR transactions by providing guidance and resources on various HR processes/procedures.
- Plays a central role in educating and coaching employees on the HR self-service tools & initiatives.
- Exercises problem solving and reasoning to resolve cases timely & escalates cases that need review from the appropriate subject matter experts.
- Completes detailed forms from employee and outside agency requests.
- Anticipates and responds to customer needs; follows up until needs are met. Maintains proactive contact with customers to ensure awareness of service request status until resolution.
- Answers inquiries by clarifying desired information; researches, locates and provides information.
- Partners with all team members to achieve goals.
- Receptive to others' ideas and opinions.
- Contributes to a positive work environment.
- Identifies opportunities to improve HR administrative processes.
- Makes appropriate decisions using sound judgment.
- Uses resources efficiently.
Radiology Services Representative
WVU Medicine
Morgantown
01.2022 - 05.2024
- Responsible for taking incoming calls from patients and scheduling appointments for them.
- Responsible for giving patients instructions for their appointment.
- Responsible for taking calls from clinics and scheduling their patients for appointments.
- Also, responsible for putting in provider orders for patients.
Assistant Teacher
WVU Child Learning Center
Morgantown
06.2019 - 12.2021
- Establish and enforce rules for behavior, and procedures for maintaining order.
- Organize and lead activities designed to promote physical, mental and social development, such as games, arts and crafts, music, storytelling, and field trips.
- Teach basic skills such as color, shape, number and letter recognition, personal hygiene, and social skills.
- Observe and evaluate children's performance, behavior, social development, and physical health.
- Read books to entire classes or to small groups.
- Attend to children's basic needs by feeding them, dressing them, and changing their diapers.
- Provide a variety of materials and resources for children to explore, manipulate and use, both in learning activities and in imaginative play.
- Serve meals and snacks in accordance with nutritional guidelines.
- Teach proper eating habits and personal hygiene.
- Prepare materials and classrooms for class activities.
- Enforce all administration policies and rules governing students.
- Identify children showing signs of emotional, developmental, or health-related problems, and discuss them with supervisors, parents or guardians, and child development specialists.
- Establish clear objectives for all lessons, units, and projects, and communicate those objectives to children.
- Meet with parents and guardians to discuss their children's progress and needs, determine their priorities for their children, and suggest ways that they can promote learning and development.
Receptionist
Scales Law Office
Martinsburg
09.2012 - 04.2019
- Greeting clients: Welcoming clients and visitors in a professional and friendly manner.
- Answering phone calls: Answering and redirecting calls to the appropriate person or department.
- Managing mail: Sorting, distributing, and processing incoming and outgoing mail, faxes, and deliveries.
- Scheduling: Scheduling appointments, meetings, and consultations.
- Preparing documents: Assisting with the preparation of legal documents and correspondence, such as contracts, invoices, letters, and forms.
- Maintaining files: Organizing client files, maintaining electronic files, databases, and paper files.
- Maintaining the reception area: Keeping the reception area clean and organized.
Receptionist
Americast
Halltown
08.1994 - 01.1996
- Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.
- Transmit information or documents to customers, using computer, mail, or facsimile machine.
- Hear and resolve complaints from customers or the public.
- Perform administrative support tasks, such as proofreading, transcribing handwritten information, or operating calculators or computers to work with pay records, invoices, balance sheets, or other documents.
- File and maintain records.
- Collect, sort, distribute, or prepare mail, messages, or courier deliveries.
- Provide information about establishment, such as location of departments or offices, employees within the organization, or services provided.
- Receive payment and record receipts for services.
- Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.
Education
Family and Consumer Science - Textiles and Clothing
WEST VIRGINIA UNIVERSITY
Morgantown, WV05.1991
3 years of college - Textiles and Clothing
West Virginia University
05.1990
Skills
- Benefits Administration
- Customer service
- Human Resources
- Payroll
- Human Resources Management
- Microsoft Office
- Excel
- Employee Orientation
- Front desk
- Workday
- Hospital experience
- Kronos
- HRIS systems
- Policy interpretation
- Benefits administration
- Employee onboarding
- Time management
- Team collaboration
- Effective communication
- Attention to detail
- Problem solving
- Strong work ethic
- Reporting and documentation
Certification
- Medication Administration, 10/01/19, Present
- Food Handler's Certification, 06/01/21, 06/01/22
- CPR Certification, 11/01/19, 11/01/21
- First Aid Certification
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Associate HR Shared Services Representative
WVU Medicine
05.2024 - Current
Radiology Services Representative
WVU Medicine
01.2022 - 05.2024
Assistant Teacher
WVU Child Learning Center
06.2019 - 12.2021
Receptionist
Scales Law Office
09.2012 - 04.2019
Receptionist
Americast
08.1994 - 01.1996
Family and Consumer Science - Textiles and Clothing
WEST VIRGINIA UNIVERSITY
3 years of college - Textiles and Clothing
West Virginia University