Training Supervisor
Marion McLeod
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234
PROFILE
Human resources specialist with 8 years of experience in benefits administration, recruiting, and training. Computer skills include Microsoft Office (Word, Excel, PowerPoint, and Outlook), and NS Elite, a benefits database.
Areas of Expertise Include:
• Saving Recruitment Money
• Increasing Quality of Interviewing Process
• Hiring Better Qualified Candidates
• Improving Morale
• Developing Processes to Save Money
• Garnering Higher Levels of Customer Service
• Creating Management Tools
• Producing Improved Communication Lines
EXPERIENCE
Social Security Administration, Houston, Texas
2000 - Present
Benefits Administrator
Manage all benefits administration, recruiting, and training functions within two highly complex departments. Supervise 21 customer service and claims representatives who support the distribution of $67 million in benefits monthly to more than 85,000 clients. Interact with multi-cultural and multi-ethnic participants regarding issues, retirement, disability, and Medicare benefits. Negotiate the release of up to $100,000 in lump sum payments of benefit funds.
• Brainstormed with management staff to develop more appropriate interviewing questions then previously used, which allowed the organization to judge and hire more qualified employees.
• Initiated and orchestrated the use of university web sites for position postings for a less than 1% investment.
• Selected to conduct a presentation on requirements, audit procedures, and ramifications at the Annual Conference of Organizational Representative Payees in April 2002.
• Implemented a sexual harassment prevention training program that focused on liability issues.
• Participated on a 5-member team responsible for the review of central and regional office interpretations of national policy, such as recognizing the negative ramifications of a change in activation date.
• Created various statistical reports that were used as management tools in the decision making process.
• Initiated and implemented employee appreciation breakfasts that recognized excellence, improving morale and providing tools to motivate personnel.
• Improved customer service and allowed the intake group to process more claims by reorganizing the workflow.
Social Security Administration, Houston, Texas
1996 - 2000
Senior Claims Representative
Interviewed clients and determined eligibility, managing a caseload of 100 to 150 active cases monthly.
• Opened the lines of communication between offices by spearheading and serving as editor-in-chief for the first monthly newsletter distributed to 400 employees.
• Developed a formula and co-trained more than 40,000 employees nationwide via interactive video teleconferencing to understand, track, and correctly identify overpayments.
• Received the second most prestigious award, the Deputy Commissioner's Citation, for the above contribution.
• Served as a trainer/mentor for new hires, teaching practical applications and maintaining quality control.
Social Security Administration, Houston, Texas
1993 - 1996
Claims Representative Trainee - Level I and II
Hired within the honors graduate program, which is used by the administration to attract high caliber staff.
EDUCATION
THE UNIVERSITY OF TEXAS AT AUSTIN, Austin, Texas
1992
Bachelor of Science, Speech Communication
AFFILIATIONS
Volunteer/Fundraiser, RONALD MCDONALD HOUSE
PRWRA
Sandy Hild - The Résumé Doctor - Theresumedoctor@aol.com - resumespecialist@yahoo.com - http://www.theresumedoctor.com