Veronetta Karen Cooperwww.linkedin.com/pub/karen-cooper/35/b5/6ab/

4660 US Hwy 177 South vronniek@yahoo.comTeachey, NC 28464 (281) 433-2100

PROFESSIONAL EXPERIENCE

VeriSource Services Inc. Houston, Texas

Account Manager

Administer COBRA Perform COBRA Coordinate the interview process for Store Management team

Perform administrative tasks for all new hire paperwork, input employee information in hiring system (Peoplesoft)

Monitor new hire orientation and training sessions as needed Collect and validate new hire I-9 documentation Assist the Human Resource Manager on associate employee relation issues Coordinate and schedule all in-store training; maintain training room standards and supplies Review weekly training compliance report and make corrections as needed

7/2015 - Current

Perform COBRA Administration Process Payment/Deposit Adjustments Process Auto Debits Perform Duplicate Dependent Records Analysis Facilitate resolution for input/output file issues (direct issue as needed)

Macy’s Houston, Texas

Administrative Support/HR Recruiting Supervisor 10/2013 – 7/2015

Coordinate the interview process for Store Management team Perform administrative tasks for all new hire paperwork, input employee information in hiring

system (Peoplesoft) Monitor new hire orientation and training sessions as needed Collect and validate new hire I-9 documentation Assist the Human Resource Manager on associate employee relation issues Coordinate and schedule all in-store training; maintain training room standards and supplies Review weekly training compliance report and make corrections as needed

St. Luke’s Episcopal Hospital Houston, Texas

Team Leader 03/2012 – 11/2012

Oversaw the insurance benefit verification and authorization process for verification team Generate daily reports to senior management on insurance verification results Prepare ad hoc reports on work performance Resolve escalated issues from team members and/or patients on insurance benefit

discrepancies

Generate daily work lists for team Mercer Human Resource Consulting Houston, Texas

Participant Services Team Leader 09/2011 – 03/2012 Analyzed call center metrics daily to provide optimum team performance Coordinated daily/weekly/monthly benefit administration activities of 15 Direct Reports

Performed 15 one on one coaching sessions per month

Provided leadership and guidance while promoting a team environment

Set priorities for team to ensure task completion and performance goals are met, such as, Adherence, Service Level and AHT

Delivered annual performance/merit reviews Oversaw all ongoing and new hire training for team Participated in weekly meetings with senior management and client to provide updates on

team performance Handled escalated Health and Welfare benefit issues and partner with senior management

on resolution Adjusted agent call priorities during peak hours to reduce call wait times Initiated disciplinary actions concerning team members

Client Services Team Leader 09/2008 – 08/2011

Managed the activities of a 14 – 28 member team of FMLA leave of absence and workers compensation representatives

Participated in weekly client meeting to report team performance (virtual) Increased work performance on team by 25% by creating a teamwork culture and best

practice sharing Managed recruitment, on boarding and terminations for the team Oversaw all new hire and recurrent training Partnered with Human Resource department to deliver corrective action plans, terminations

and downsizing packages for team Performed monthly FMLA case audits for compliance and training purposes and delivered

timely feedback to team Reviewed case management activity reports to ensure timely processing of leave of absence

paperwork Partnered with Human Capital Partners and senior management on complex issues

concerning leave of absence policies

Participant Services Supervisor 12/2005 – 08/2008

Coordinated the daily/weekly/monthly attendance activities for 10 Direct Reports Performed 10 individual coaching sessions per month Conducted regular team meetings to deliver policy updates Oversaw all new hire and ongoing training for department Reviewed call center metrics daily and partnered with Workforce Management team to

ensure optimum call center performance Performed monthly customer service and quality call audits and delivered timely feedback to

team Provided hiring input to senior leadership for all new applicants into the department Served as SME on standard operating procedures for department

Set priorities for the team to ensure task completion and performance goals are met, such as Adherence, Service Level and AHT

Implemented process improvements for the team; recognized, evaluated and identified areas for improvement

Resolved participant escalations/issues timely without further escalation by providing superior customer service and advance problem solving skills

Delivered corrective action to difficult representatives Delivered annual performance/merit reviews

Participant Services Sr. Representative 04/2004 – 11/2005

Assisted senior management in call center resource allocation Partnered with management in recruiting, hiring and training decisions for department Resolved participant issues concerning Health and Welfare, FMLA, COBRA and 401K Served as SME on standard operating procedures concerning benefit administration Partnered with Sales to facilitate product demonstrations for future business Delivered weekly reports on call center metrics to senior management

Participant Services Client Coordinator 03/2002 – 03/2004

Processed 100 transactions per day and spend approximately 90% of time on the telephone Sent correspondence to employees with questions on Health and Welfare, COBRA, 401K

and pension Participated in client demonstrations for potential new business Received awards for superior customer service and work performance

Participant Services Representative 10/2001 – 02/2002

Processed 100 transactions per day and spent approximately 95% of time on the telephone Sent correspondence to employees with questions on Health and Welfare, COBRA, 401K

and pension

TECHNICAL SKILLS Microsoft Word Microsoft PowerPoint Microsoft Excel PeopleSoft 8 IEX Workforce Administration Siebel NICE Benefits Workstation ResolveIT Connect Project Management

EDUCATION

Human Resource Management CertificateUniversity of Phoenix

Bachelor of MusicUniversity of North Texas