Regina Corey, PHR, SHRM-CP

Experience

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  Nortel Networks

  May 1985 - Nov 2000

  HR/IS Specialist

  Provides technical assistance to global technical training center media customers (CBT, Video, and Self-paced)Responsible for providing PC desktop support to an assigned location - duties included installing, maintaining and troubleshooting all computer hardware and software for assigned divisionSupported HR Info Center on HR systems and managed employee files. Provided training and support in HR applications and reports

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  CSC

  Nov 2000 - Mar 2003

  Team Lead - Information Systems Technical Call Center (Nortel Account)

  Supported CSRs that provided frontline support for internal and external customer problems (e.g. Infrastructure, Desktop PC, and Business Applications). Business Analyst responsible for new product introduction support methodology into call center (training and documentation). Administrator for call center technology, quality monitoring and metric reporting. Identify trends and make recommendation for improvements.

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  Misys Healthcare Systems

  Apr 2003 - Apr 2006

  Client Education Specialist

  Supported clients in managing and improving their businesses by assisting in the effective support and training of the Misys software functionality and capability

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  Nortel

  Apr 2006 - Jan 2009

  Team Lead - HR Shared Services

  Responsible for leading the day to day operation of the HRSS Call center customer service representatives. Provided HR support regarding payroll and benefits inquiries. Supervised the team to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems. Provide team with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes.Ensure all SLA and KPI metrcis are met or exceeded.

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  ABB Inc

  Feb 2009 - May 2012

  Supervisor HR Employee Services

  Responsible for supervising the HR employee services team at the HR Service Center. Provided HR support to managers and employees regarding HR policies, procedures, and programs. Managed team performance, ensured SLAs for call queues and case management met, generated team metrics, handled escalations, updated processed documents, led and/or contributed to projects, ensured SOX compliance on in scope responsibilities, and supported integration efforts.

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  Grifols

  Oct 2012 - Dec 2021

  Sr Supervisor HR Service Center
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  RTI International

  Jan 2022 - now

  Responsible for managing the service center HR Associate tasks (e.g., answering calls regarding payroll, benefits, HR policies, transaction support) and ensuring they are completed in an accurate, timely, and efficient manner and in full compliance with company policies and processes. Provide coaching and direction to improve staff performance and capabilities. Ensure that team is kept currently trained on software, new processes, and tools. Process and analyze center metrics and report to management on an ongoing basis to help continuously improve service center operations. Create an environment that promotes customer service, teamwork, learning, and accountability Show less

  • Manager, Employee Services

    Dec 2022 - now

  • Supevisor, Employee Services

    Jan 2022 - Dec 2022