Summer Ferguson

Experience

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  McLeodUSA

  Mar 1998 - Jan 2002

  • Solicited long distance coverage to business and residential prospects• Received Sales Representative of the month award• Served as lead public service assistant• Negotiated long distance rates with customers• Assisted with overflow of customer service calls• Created internal office forms for customer functions• Served as assistant to Call Center Site Director and Customer Service Manager• Processed weekly statistical call reports for Corporate Office• Processed payroll for 75 employees• Prepared letters, memos, documents, and graphs• Maintained filing system Show less

  • Recruiter/HR Coordinator

    Jul 2000 - Jan 2002

  • Inside Sales Representative / Account Manager Representative / Call Center Admin

    Mar 1998 - Jul 2000
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  Kelly Services - Intel Corporation

  Feb 2002 - Nov 2002

  Payroll Coordinator

  • Processed payroll for over 1,500 employees• Corresponded with employees regarding payroll

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  Kelly Services - Intel Corporation

  Jan 2004 - Jun 2005

  Records Supervisor

  • Supervisor over records department dealing with employee issues, subpoenas, and employee reviews

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  Vivint

  Oct 2010 - Feb 2016

  I supported the recruitment efforts for one of the largest home security and home automation companies in the nation, focusing on high-volume call center hiring. By forming strong, strategic partnerships with hiring managers, I drove goal-oriented recruiting strategies to meet staffing needs across multiple departments.Key Responsibilities:- Collaborated closely with hiring managers to understand and fulfill their specific hiring requirements.- Managed the full candidate lifecycle, from initial contact through the hiring process, addressing concerns related to location, job details, and training schedules.- Conducted phone interviews, scheduled in-person interviews, and maintained communication with management to ensure a seamless process.- Utilized Excel to track applicant flow, manage hiring data, and keep department management updated on candidate status, including declines and progress. Show less • Conduct final interviews for potential Monitoring representatives• Ensure weekly activities to build morale and create an enjoyable work environment• Meet with each employee weekly for coaching and mentoring• Update employee performance trackers daily• Keep a detailed narrative of all interactions with employees• Issue necessary warnings to employees within one working day of tracking the incident• Administer all disciplinary action up to and including termination• Listen to all QA scored calls and settle all appeals prior to presenting to representatives• Schedule and run a quarterly team meeting• Present all concerns with a possible solution• Collaborate with other supervisors to resolve issues• Support and implement new policies and procedures in a positive way• Develop ideas. Once approved by a manager, take an idea from conception to implementation Show less

  • High-Volume Call Center Recruiting Specialist

    Sept 2015 - Feb 2016

  • Monitoring Supervisor

    Sept 2012 - Sept 2015

  • Monitoring Rep/Team Lead/Trainer

    Oct 2010 - Sept 2012
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  Young Living Essential Oils

  Mar 2016 - Aug 2019

  Built and maintained strong relationships with managers across the Member Services facility and organization, providing consultation and guidance on HR-related matters. I conducted internal investigations, led employee discussions, and contributed to improving employee processes. Additionally, I mentored direct reports, supported the call center's vitality, and collaborated with management to enhance KPI performance.- Conducted investigations into internal employee complaints and EEOC complaints.- Led regular employee discussion groups and provided feedback to HR leadership.- Prepared and improved employee processes, created documentation, and conducted surveys.- Mentored and empowered direct reports to foster professional growth.- Built and maintained partner relationships to support call center operations.- Supported the local management team to improve KPI delivery and overall performance.- Contributed to establishing Young Living as an employer of choice. Show less Directly advised employees on their eligibility and coverage for various benefits, including health, dental, vision, life, disability, and 401(k) plans. I ensured compliance with regulations such as COBRA, HIPAA, and ERISA while collaborating with Accounting, Finance, and outside consultants on state and federal reporting. Additionally, I communicated benefits information through orientations and open enrollment meetings, conducted research on program effectiveness, and provided daily support to employees regarding their benefit plans.- Advised employees on benefits through new hire orientations, open enrollment meetings, and individual training.- Conducted research on the effectiveness of benefits programs and policies.- Assisted in selecting carrier quotes and participated in meetings with insurance consultants.- Generated regular reports for Finance and conducted audits of employee benefits data. Show less Built and maintained strong relationships with managers throughout the organization to provide consultation and guidance on HR-related matters. Conducted investigations into internal employee and EEOC complaints. Directed, prepared and improved employee processes, created related documentation, and conducted questionnaire surveys.- Led regular employee discussion groups and provided feedback to HR Leadership.- Updated employee files to document personnel actions and provided information for payroll and other uses.- Identified legal requirements and government reporting regulations affecting human resources functions, ensuring compliance with Young Living policies and procedures.- Conducted and presented all New Hire Orientations company-wide. Show less

  • HR Manager

    Dec 2018 - Aug 2019

  • Benefits Administrator

    Feb 2018 - Dec 2018

  • HR Generalist

    Mar 2016 - Feb 2018
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  Veracity Insurance Solutions, LLC

  Aug 2019 - now

  Human Resources Manager

  Responsible for directing and maintaining compliance with legal requirements and reporting regulations while building strong relationships with managers through expert HR consultation. I investigate employee complaints and EEOC grievances, develop employee processes, and oversee benefits administration, terminations, and HRIS management to improve efficiency across the organization.- Facilitate manager discussion groups and provide actionable feedback to leadership.- Manage unemployment claims and termination processes with proper documentation.- Administer benefits, including enrollment, COBRA, terminations, and compliance testing.- Mentor direct reports to foster professional growth.- Maintain and update organizational charts to reflect company structure.- Collaborate with Benefit Broker for carrier quotes and regular consultations.- Implemented and manage HRIS platforms for operational efficiency.- Prepare and submit EEO-1 and ACA reports.- Revise and update the company handbook to align with current policies. Show less