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RecruitingOnboardingEmily BrackinsQuality Assurance and HR ProfessionalGreater St. LouisSummaryAs a Quality Assurance professional, I have been responsible for extracting, analyzing, interpreting, and integrating data to develop intelligence packaging to draw conclusions and support recommendations regarding operations strategies that helped to achieve business goals.Further, as an HR Professional, I have several years of recruiting, onboarding and offboarding experience. I have been responsible for gathering resumes, updating databases/payroll data, scheduling interviews, interviewing potential candidates, reviewing benefits packages, and performing new hire orientations and exit interviews. ExperienceAmerican Water22 years 6 monthsSenior Quality Assurance SpecialistMay 2006 - September 2023 (17 years 5 months)Camden, New Jersey, United States- Performed and reported weekly statistical trend analyses for four functions for customer agent training and improvement purposes, and communicated results to management during quarterly meetings- Ensured customer agents adhered to policies and procedures for the best customer experience- Selected for Business Transformation Team as a SAP and CRM user acceptance tester for the billing department to ensure the completeness and accuracy of billing from end-to-end- Assisted with SAP billing training program by creating over 10 policies and standard operating procedures along with leading training sessions- Project managed and raised $1500 for American Heart Association as a Diversity, Equity & Inclusion (DEI) Champion by selling heart bracelets Technical CoordinatorMay 2004 - May 2006 (2 years 1 month)Page 1 of 2Greater St. Louis- Billing subject matter expert and acting supervisor when supervisor was unavailable throughout the day or out of office for a team of 15- Responsible for workload management by assigning workload to maximize billing agents' efficiency- Ensured collection of unbilled revenue by running monthly reports for 500,000+ customers across three states- Ensured each state adhered to regulatory requirements by reviewing the accounts daily with follow-up performed as neededHuman Resources AssistantApril 2001 - May 2004 (3 years 2 months)Greater St. Louis- Assisted in recruiting 200+ hourly roles for a new call center by hosting job fairs and reviewing resumes- Responsible for onboarding 350+ new hires by hosting new hire orientations and acting as a resource for employees on benefits programs- Completed employee termination checklist and exit interview questionnaire for 50+ terminated employeesEducationWebster UniversityMaster's degree, Human Resources Management and Services Page 2 of 2 |
