HUMAN RESOURCES ASSISTANT / MANAGEMENT ANALYST

Award-winning professional with over 20 years experience delivering exceptional

human resources, administrative, and management analysis services for billion-do
llar corporations. Proven ability to work on multiple projects simultaneously. A
dept at working with cross-functional teams. Comprehensive approach to streamlin
ing processes and procedures that deliver corporate cost savings. Recognized as
a creative problem solver and strategic planner with outstanding interpersonal s
kills.

CORE COMPETENCIES
Strategic Planning * Administrative Support * Human Resources * Employee Benefit
s * Contracts
Internal & External Communication * Scheduling * Time & Attendance * Database Ma
nagement
Cost Savings * Client Relations * Process & Procedures * Budgets * Process Impro
vements
Negotiations * Payroll * Cross-Functional Teams * Correspondence * Customer Serv
ice

PROFESSIONAL EXPERIENCE
VERIZON, Silver Spring, Maryland * 2000 to 2010
$107B company providing broadband and telecommunication services throughout the
United States.
Resource Assistant / Maintenance Administrator * 2005 to 2010
Spearhead administrative services in order to aid overarching corporate objectiv
es. Oversee Family and Medical Leave Act (FMLA) absences, ensure documentation a
ccuracy, and generate comprehensive reports on deadline. Maintain budgets and in
vestigate means of boosting productivity, decreasing absences, and accelerating
revenues. Continually provide exceptional customer services and implement means
of solving consumer requests. Proofread all correspondence provided by team memb
ers and guarantee formatting policies are upheld. Deliver spreadsheets and maint
ain databases. Produce schedules and coordinate training efforts. Provide outsta
nding support to internal and external clientele for the National Services Fulfi
llment Center. Manage all employee benefits for NAC / PAC contracts, determine m
eans of tracking and monitoring information, and conduct quarterly reviews of fi
les.
* Acted as an employee benefits liaison regarding the Family Medical Leave Act (
FMLA).
* Ensured employees received and understood FMLA / disability policies and proce
dures.
* Collaborated with technical and managerial staff regarding programming venture
s.
* Designed and implemented processes to track data for resources, services, and
deliverables.
* Prepared attendance information for Verizon's Regional Attendance Plan.
* Investigated and actualized means of improving performance and accountability.
* Designed spreadsheets to track attendance and monitor data for FMLA.
* Pioneered programs to increase morale, resulting in boosted employee satisfact
ion rates.
* Developed a standardized tracking system for employee time and attendance.
* Received outstanding performance evaluations.
* Revitalized training / safety programs to include human resources / corporate
information.
* Created a tiered award system for personnel recognition.
Help Desk, Maintenance Administrator * 2000 to 2005
Provided comprehensive analysis while offering means of resolving consumer inqui
ries. Delivered exceptional services to uphold the Verizon brand. Followed the e
ntire lifecycle of each order from conception to successful completion. Maintain
ed databases and retrieved information for reports. Ensured helpful means of com
municating with consumers while verifying installation concerns, renegotiating a
ppointments, changing systems / services, and determining dispatch resolutions.
VERIZON continued:
* Catapulted to a Resource Assistant position due to outstanding work performanc
e.
* Landed an Appreciation Award for a positive contribution to the NPCC.
* Earned a Gold Medal Award for superior Quality Performance.
* Launched a contact list that was adopted and utilized by Verizon sales centers
.
* Collaborated with sales personnel to create standardized procedures and operat
ions.
* Provided troubleshooting services to management regarding backlog / future sta
tus reports.
* Received company recognition for superb performance throughout a West conversi
on.
* Generated process flow diagrams to consolidate information and identify irregu
larities for pending / past due orders.
ADDITIONAL EXPERIENCE (details on request):
Customer Service Representative, BELL ATLANTIC
Transportation Analyst / Specialist, HECHINGER CORPORATE OFFICE
Sales Associate, BEST PRODUCTS
Clerk / Typist, FEDERAL AVIATION ADMINISTRATION (FAA)
FORMAL EDUCATION
Bachelor of Science, Business Management
Bachelor of Science, Logistics and Transportation
University of Maryland, College Park, Maryland
PROFESSIONAL DEVELOPMENT
Courses (Partial List):
Diversity - What Employees Should Know, Employee Sexual Harassment Awareness,
Ergonomics for Administrative Employees, Occupational Health Fitness for Duty, C
ustomer Service,
Overview of the Process for Accommodating ADA Requests, Short Term Disability Ov
erview,
Sexual Harassment Awareness for Employees, Stress Management - Fundamentals for
Employees, Workbrain Time & Attendance for Employees, Worker's Compensation, Wor
kforce Intervention, Workplace Diversity Awareness, Workplace Harassment, Admini
strative Safety Program,
Absence Management Forum, Code of Business Conduct, Customer Care Indexing in th
e NPCC
PROFESSIONAL CERTIFICATION
Time Reporting Certification
COMPUTER SKILLS
Microsoft (PowerPoint, Word, Excel), PeopleSoft, Absence Management Tracking Sys
tem (AMTS),
Knowledge of Systems used by Verizon Maintenance Administrators,
Asymmetrical Digital Subscriber Line (ADSL) Systems including: Vericheck, NCON,
RETAS, Delivery, Expressweb, SOP, SOMS, NOCV, BAAIS, RXORDER, RXFLOW, SUPPLIER G
ATEWAY, ECPS-Lite, SSP, VDI