1. Denise Malone niecydpurifoy@yahoo.com ▪ (510) 200-4146
Profile
HR professional with 15 + years’ experience working in a fast-paced, high volume customer service environment,
demanding strong organizational, technical,and interpersonal skills. Resourceful, analytical, conceptual thinking
skills with advanced integration (joining people, processes, and/or systems) skills. A self-starter with the ability to
manage multiple projects and maintain successfulbusiness partnerships. Confident and poised in interactions with
individuals at all levels. A quick learner with the ability to handle and diffuse escalated issues in a professional
manner. Proficient in Lotus Notes, MS Outlook, Microsoft Word, PeopleSoft CRM and HRIS. 40 + wpm
Professional Experience
HR Service Center Management Content Lead Kaiser Permanente | Alameda, Ca 2012 – Present
Supervise a team of 21 call center analysts. Deliver monthly performance reviews. Process employee biweekly time cards.
Identify and coordinate staffing needs to cover daily phone coverage. Deliver coaching feedback to call center analysts.
Provide metrics and team reports to department managers and director. Project lead for continuous quality assurance
processes, Wiki, and other process improvement plans . Participate in Cohort groups to collaborate and implement best
practices and procedures for the business.
HR Sr Analyst Kaiser Permanente | Alameda, Ca 2009 – 2012
Leave of Absence Subject Matter Expert/ Trainer. Review employee data utilizing Windows-based systems, HRIS, Wiki along
with other web based tools to respond to employee inquiries and concisely document results. Maintain knowledge of Kaiser
Permanente practices, policies, and procedures. Advanced in taking high volume of inbound calls related to leave of absence,
pay, benefits, general Human Resources, and other assigned duties. Performed a variety of general personnel/clerical tasks in
such areas as employee records, benefits, education/training, employment, compensation, and equal employment
opportunity. Maintains both manual and automated personnel records, collects and compiles sensitive and confidential
personnel statistics and prepares reports. In accordance with procedures, furnishes information to authorized persons and/or
agencies. Through direct contact, provides information to all levels of employees regarding personnel policies and procedures.
HR Analyst Kaiser Permanente | Alameda, Ca 2007 – 2009
Handles calls from employees and responds to routine employee inquiries related to leave of absence, benefits and pay
integration. Educate employees on Federal and State laws. Enters and retrieves data, and process basic Human Resources
transactions utilizing Windows-based tools. Ability to prioritize, problem-solve and apply critical thinking skills. Toggle
between multiple screens.
Solution Center Advocate Trinet | San Leandro, Ca 2005 – 2007
Helped establish and maintain new hires, recruitment and training process. Provide in depth training to new hires.
Maintained files, and customer information. Answered high volume inbound calls regarding benefits, payroll, and other
general HR inquiries. Assist employees with navigating company’s website. Educate providers, staff & individual members
on plan benefits & services.
Eligibility Clerk Delta Dental Plan of CA | San Francisco, Ca 2001 – 2005
Take inbound calls regarding benefits, claims, and provider directories. Updated and maintained member contact information.
Respond to request for grievance packages, plan ID cards, and notice of payment or actions. Created acknowledgement
letters to written requests and scan documents into computer data files. Faxing, filing, along with other clerical
responsibilities. Troubleshoot with customers to resolve service issues. Demonstrates ability to work collaboratively with a
team to ensure service levels are met.
Education
Silicon Valley College Fremont, CA – Administrative Medical Assistant Certificate - 95/1996