Kelsi Brown
Augusta,GA
Summary
Dynamic Human Resource Support Specialist with extensive experience in human resources, excelling in HRIS management and employee retention. Proven track record in talent acquisition and organizational development, enhancing team performance through effective training programs. Adept at project management and fostering a collaborative work environment, driving improvements in HR processes and employee satisfaction.
Overview
17
17
years of professional experience
Work History
Human Resource Support Specialist
ADP
08.2021 - Current
- Responded to clients requests for HR products, services, support and company information.
- Sought ways to improve processes and services provided.
- Cross-trained and provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Met client call guidelines for service levels, handle time and productivity.
- Maintained detailed records of client interactions, ensuring proper follow-up and resolution of issues.
- Provided mini trainings to HR practitioners on ADP HR products and services.
- Point of contact for HR related issues for a select group of clients.
Covid Resource Center Associate
Amazon
05.2020 - 07.2021
- Served as the support contact for Amazon employees with questions about their time away from work due to illness or quarantine related to the COVID-19 virus.
- Handled all COVID reporting and case management for North America, including assisting employees create leave claims and approving or denying their leave requests.
Quality Analyst
Dane Street
08.2018 - 11.2019
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Reviewed reports accompanying medical records to ensure that the report was complete and that all questions posed by the client had been
addressed. - Facilitated the quality process from beginning to end including created referral, assigned the requested doctor to the referral, scheduled the independent medical exam with the claimant, reviewed the final report submitted by the doctor and released the final approved report to all parties based on referral guidelines.
- Scheduled 50-125 independent medical exams a week
- Delivered the final approved reports within 7 business days (service level agreement) 98.3% of the time.
Customer Service Representative-Teleservice Center
Social Security Administration, SSA
06.2016 - 07.2018
- Responded to customer requests for information regarding the different benefits offered by SSA
- Obtained information to determine eligibility for benefits administered by SSA.
- Assisted verified callers with updating their personal information in the system.
- Identified and resolved discrepancies and errors in customer accounts.
- Assisted callers with processing requests for social security card replaces and completing an application for a new social security card.
Human Resources Business Partner
SITEL Worldwide
01.2014 - 04.2016
- Identified HR training needs and conducted training for employees and leadership while recommending approaches to effect continual improvements in business objectives, productivity, and within company to reach business goals.
- Conducted exit interviews with employees leaving company to gauge areas of success and opportunities for improvement.
- Resolved understaffing issues, disputes, employee terminations, and disciplinary procedures.
- Collaborated with leadership to assess and improve policies across board.
- Managed full cycle of recruiting, hiring, and onboarding new employees.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
Human Resources Manager
SITEL Worldwide
02.2011 - 01.2014
- Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
- Implemented performance reviews and motivational strategies to elevate HR team results.
- Structured compensation and benefits according to market conditions and budget demands.
- Recruited top talent to maximize profitability.
- Distributed employee engagement surveys to identify areas of improvement.
- Conducted exit interviews with employees leaving company to gauge areas of success and opportunities for improvement.
- Identified HR training needs and conducted training for employees and leadership while recommending approaches to effect continual improvements in business objectives, productivity, and within company to reach business goals.
- Resolved understaffing issues, disputes, employee terminations, and disciplinary procedures.
- Managed full cycle of recruiting, hiring, and onboarding new employees.
- Investigated and liaised with legal department to respond to complaints of harassment, discrimination, employee grievances, and other sensitive issues and prepared position statements for EEOC.
Human Resource Generalist
SITEL Worldwide
09.2008 - 01.2011
- Updated key human resource metrics on turnover and terminations using reporting tools on HRMS database.
- Provided guidance to managers and employees on talent management, payroll, FMLA and benefits.
- Handled new-hire orientation and basic recruiting tasks for best-in-class talent identification.
- Conducted confidential investigations of discrimination, harassment and workplace violence.
- Facilitated criminal background check process for new hires.
- Explained and administered medical insurance, disability and flexible spending accounts.
- Coached managers through employee engagement, documentation, discipline and performance improvement plans.
- Processed unemployment claims and acted as company representative at unemployment hearings.
- Liaised with HR and payroll to coordinate and manage employee leaves of absence.
- Conducted career fairs, screened resumes and interviewed applicants to build candidate pipelines and enhance company culture.
- Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
- Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
- Collaborated with managers to identify and address employee relations issues.
- Created and delivered HR training sessions to staff, managers and executives.
- Collaborated with payroll to complete and upload pay data and worked with managers to support proper wage and hour compliance.
Education
MBA - Human Resources Management
Northcentral University
Scottsdale, AZ08-2015
Skills
- HRIS management & maintenance
- Employee retention
- Benefits administration
- Project management
- Talent acquisition
- Organizational development
- Workforce planning
- Background checks
- Onboarding and orientation
- Recruitment and selection
- HR program development
- Training development
Timeline
Human Resource Support Specialist
ADP
08.2021 - Current
Covid Resource Center Associate
Amazon
05.2020 - 07.2021
Quality Analyst
Dane Street
08.2018 - 11.2019
Customer Service Representative-Teleservice Center
Social Security Administration, SSA
06.2016 - 07.2018
Human Resources Business Partner
SITEL Worldwide
01.2014 - 04.2016
Human Resources Manager
SITEL Worldwide
02.2011 - 01.2014
Human Resource Generalist
SITEL Worldwide
09.2008 - 01.2011
MBA - Human Resources Management
Northcentral University
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