Linda Ikem

Linda A. Ikem- |-SUMMARY: Benefit Specialist-HR-Onboarding-Team Leadership Results oriented, people-centered leader - adept at designing and delivering improved, efficient processes for workforce optimization and client retention. Experienced leading, coaching, and supervising significantly sized team members utilizing performance management tools, training and development skills, in ensuring outstanding results per organizational goals. Leading the technical onboarding process and assimilating new hires into an existing organization. SKILLS Proficient in Microsoft Office, Oracle Siebel CRM(OneVoice), COBRA Travis, AIMS, WebFOCUS BI Portal, Oracle RightNow Service Cloud, SharePoint & ININ(Interaction Client Organizational Planning and Collaboration Skills Workforce Optimization and Human Capital Management Administrative and Support Assistance Customer Experience Specialist / Team Centered Excellent Communication / Conflict Resolution Operations / Process Re-design of Procedures Strong Work Ethic / Professional Demeanor PROFESSIONAL EXPERIENCE Insperity Services, Kingwood, Texas. October 2016-January 2019 Service Operations – Contact Benefits Specialist Served as primary point of contact for worksite employees and clients for their health-related benefits, COBRA, employment verification, commuter benefit, educational reimbursement, adoption assistance, and employee assistance programs (EAP). Maintained compliance regarding HIPAA rules and regulations. Processed health insurance open enrollments/group benefits effectively. Handled daily operations with a direct impact on client retention and provided accurate information/documentation. Collaborated as a team member and coordinated with other internal departments/vendors. Utilized troubleshooting/web support skills to resolve employees' MarketPlace and technology issues. Provided the highest level of customer service experience and met clients’ service needs. Visafone Communications LTD., Lagos, Nigeria. - Human Resource/Customer Experience Supervisor September 2009-January 2015 Spearheaded the onboarding and assimilation process for a team of 20 hired colleagues. Led work team of 20+ direct reports, provided human capital management involving employee relations, employee coaching, and performance feedback. Provided HR support through implementation of people management strategies and administered HR programs – coordinating absence/leave management, for sick, vacation, and maternity PTO, to ensure compliance with company policy. Performed workforce optimization to drive efficient contact center staffing and process improvements in customer experience, meeting Standard Operating Procedures (SOP). Created reports and maintained data to demonstrate work time regulations compliance. Ikem p. 2/2 Utilized Excel in quality assurance tracking of staff calls, for training and development. Handled organizational planning to ensure contact center productivity and accuracy and partnered easily with other units (I.T Services, Back Office, Marketing, and Finance), thereby achieving telecommunications Service Level Agreements (SLAs). Resolved a high volume of issues by taking ownership to obtain positive resolutions. Visafone Communications LTD., Lagos, Nigeria. - Customer Experience Associate March 2008-August 2009 Responded to subscribers’ inquiries while capturing data, ensured diplomatic handling of complex complaints, with the result of resolving issues meeting time-sensitive guidelines. Communicated and effectively sold new product features and product offerings to customers through telemarketing resulting in increased internal sales of 3% annually. EDUCATION Master of Science, Organizational Leadership July 2016 Graduate Certificate, Human Resource Management Southern New Hampshire University, Manchester, NH. Related Coursework: Strategic Human Resource Management, Leading Change, Employee and Labor Relations, Organizational Behavior, Responsible Corporate Leadership, Consulting, Total Rewards, and Multinational Corporate Environment. Bachelor of Education (B. Ed.), Library Science November 2005 Delta State University, Nigeria. -Internship: Library Associate – Administrative Staff College of Nigeria (ASCON) Performed library materials need assessment for users. Cataloged and classified library resources, and organized information material displays. RECOGNITION Received CEO Award for Best Performing Contact Center Supervisor (Q1, Q2, Q3 2013) Awarded Merit Certificate of Appreciation for Outstanding Contribution to Customer Experience Delivery / Process Improvement in Contact Center (2013). Awarded Outstanding TEAM Performance in Quality – Contact Center Challenge (2011) Awarded Outstanding Best Contact Center associate in Quality (2009). VOLUNTEER WORK Southern New Hampshire University, Manchester, NH April 2015 – August 2016 International Student Services Office Checked in/updated students F-1 visa, passport information, and I-20 documentation files As a representative welcomed International ESL students and graduate students. Participated/shared useful tips in international students’ orientation, and supported students in transition into their first US college semester. Northern New England 13th Annual Walk–Autism Speaks| Manchester, NH|September 2015 Raised money/awareness for community members who struggle with autism. Community Service December 2002 – August 2007 Tutored high school students–Volunteer Corps Community Youth empowerment program Engaged in various service activities as a Leo Club Volunteer Student Ambassador.