Customer Service Associate


4762 Antelope Circle                                Home Phone: 707-864-9786

                           Fairfield, CA. 94534                                   E-Mail:


Professional Experience:


Kaiser Foundation Health Plan, Alameda, CA


06/2014 to 05/2016: Sr. Quality Assurance Auditor


  • Under limited supervision, performed audits for approximately 300 Leave/Workers Compensation related HR transactions monthly, post processing for accuracy, consistency and customer service quality.

  • Reviewed and identified common audit findings that required immediate action and/or corrections that possibly lead to CAPA projects.

  • Partnered with Management and/or Content Leads to discuss and resolve audit disputes and/or audit check list inconsistencies

  • Maintained content knowledge in an ongoing effort to recommend improvements to enhance service quality processing accuracy and consistency.

  • Assisted or provided ongoing training to coworkers

  • Assisted co-workers by providing positive /constructive feedback in collaboration with Sr. Analyst, Content Leads and Managers

  • Periodically reviewed and updated Audit Check lists as needed

  • Responded to Quality audit disputes timely

  • Provided backup support to other Sr. Auditors or Content Leads


2008 to 05/2014:  HR Service Center Sr. HR Analyst


  • Processed moderate to complex HR transactions in HRIS related to employees leave of absence, pay,

benefits, accrual balances, termination reports and worker’s compensation.

  • Determined eligibility for FMLA, Medical and Industrial Leave

  • Collaborated with Disability Management, HR Leaders, HR Generalists, HR Consultants, HR

Liaisons and local Management in regards to employee’s leaves

  • Processed transactions in HRIS systems, ie…leave status, benefit termination

  • Informed Employees of their Collective Bargaining Agreement

  • Provided   correspondence   to   employees   regarding   details   of   their   leave   including   leave   of absence guidelines

  • Assisted with Development and Implementation of Quality Audit process

  • Completed Quality Audits on staff (approximately 50 per month)

  • Trained & developed newly hired Analysts and Agents

  • Assisted with development of desk level procedures (DLP) checklist and milestones

  • Acted as a liaison between employees and managers

  • Reconciled all escalations for disability management

  • Prepared reports for upper management


2005 to 2008:  HR Connections: HR Connections, HR Analyst


  • Responsible for Case Management, tracking of all SDI and Family Leave cases for Kaiser Employees.

  • Corresponded with employees via telephone or in person to communicate policies and rights.

  • Collaborated with National Payroll to ensure appropriate payroll adjustments. Reconcile any

accruals or payroll discrepancies that occurred during the leave of absence.  Update and track

disability information on an Excel spreadsheet

  • Processed and coordinated LTD claims. Collaborated with MetLife and employee to resolve and assist

in resolutions of all LTD claims and issues.  Updated HRIS to accurately capture History in the Payroll


  • Communicated with employees regarding LTD eligibility and continued benefits.


2003 to 2004:   Program Offices Human Resources, Benefit Assistant/SD specialist


Provided support to Human Resource Consultant and Benefits Manager.

  • Responsible for Case Management and tracking of all SDI cases for Program Offices employees. Met

with employees via telephone or in person to communicate policies and rights.  Provided necessary data to Payroll Associates to ensure appropriate payroll adjustments. Updated and tracked disability

information on an Excel spreadsheet.

  • Processed and coordinated LTD claims. Collaborated with MetLife and employees to resolve and assist in resolutions of all LTD claims.  Updated system so that accurate history was captured in HRIS. 

  • Communicated with employees regarding LTD eligibility and continued benefits.

  • Collaborated with Employee Benefit Staff Accounting staff to ensure timely payments of Health Plan

dues.  Researched and resolved any enrollment discrepancies, or eligibility issues. 

  • Reconciled issues with Health Plan payments or billing.

  • Supported Program Offices Retirees: Maintained database for retirees, which is primarily used for

eligibility, reporting for Medical coverage, Supplemental Medical and inputted income. 

  • Processed quarterly Medicare reimbursements.


2000-2002:  Program Offices Human Resources, Human Resource Assistant


Provided support to Human Resource Consultant and Benefits Manager.

  • Served as HR Assistant to approximately 100 employees

  • Processed new hires, transfers and terminations utilizing HRIS.

  • Created and maintained personnel files and assisted with enrolling new hires in medical and dental


  • Resolved payroll related issues and discrepancies by preparing necessary documents for appropriate

corrective actions.

  • Responded to phone calls and emails regarding payroll and general HR inquiries.

  • Responsible for creating and distributing monthly payroll reports.

  • Responsible for payments of Health Plan dues.  Work with Health Plan regions to resolve billing,

enrollment or payment discrepancies. Performed routine audits of Health/Dental invoices for accuracy.


BANK of AMERICA, Pleasant Hill, CA


1992-2000: Unemployment Insurance Administration, Assistant Vice President/ Sr. UI Admin.


Provided Unemployment Insurance (UI) service for Bank of America nationwide, including representing

Bank of America in UI Hearings, Board Appeals, and Labor/Wage claims.


  • Researched and responded to Unemployment Insurance (UI) claims and telephone inquiries from

various state agencies with separation information. 

  • Represented Bank of America in UI Appeal hearings before an Administrative Law judge in person, by

telephone or written affidavit,

  • Secured and prepared appropriate witnesses to participate in UI hearings.

  • Researched and responded to Labor claims by reviewing wage and compensation history utilizing the

Tesseract payroll system.   Represented Bank of America in Wage conferences and hearings. 

  • Functioned as back up in the absence of the Prior Offender Administrator.  Managed nationwide tracking and reporting of all new hire fingerprint cards utilizing the Access program. 

  • Researched and interpreted all criminal history reports received from the FBI, and communicated with Bank of America’s Legal Department and Human Resource Managers regarding FBI results.

  • Trained other associates on the Prior Offender Function.




  • Intermediate to Advance computer skills, Windows, Microsoft Word, Access, Excel, Lotus Notes,

HRIS, People Soft 8.3 and Tesseract.

  • Possess excellent written and verbal communication skills. Proficient in multi-tasking and time

management.  Excellent organizational skills; Ability to prioritize responsibilities.

  • Also possess great teamwork and interpersonal skills 



  • ID#: 102051
  • Location: Fairfield, CA , 94534

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