1. Tanisha Hockaday
9611 Grant Road Apt 2722, Houston, TX 70706
hockaday.tanisha@gmail.com ● 832-229-6708
SUMMARY
● Over 12 years working experience as a Benefits Specialist in Management for several major
organizations
● Service Center Operations experience within the health and benefits insurance, defined benefits,
and human resources
● Proficient in developing and managing all aspects of HR functions
● Highly experienced in working to manage payroll and benefits administration, HR policies and
procedures, labor and employee relations and staff recruitment and retention
● Demonstrates the ability to design and implement employee training and development programs
● Proficient in understanding and carrying out recruitment procedures
● Computer expert in using HR applications and MS Office Suite
● Microsoft Office “Power User” - proficient with Microsoft Office System (including Microsoft Word,
Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®).
● Adept written and verbal communicator
● Talent for identifying customer needs and presenting appropriate and timely resolution.
● Exemplifies the following core competencies to succeed in the workplace: applies critical thinking,
communicates with impact; drives for results, create solutions, pioneer new approaches, builds
and maintains relationships, coaches others, and develops self.
SOFTWARE
● Kronos
● ADP Enterprise EV5
● WINS
● Siebel
● Benefits Workstation
● Navigator
● CMS
● RTA
● Avaya Supervisor
● IDX
● Rumba Mainframe
● Microsoft Office
PROFESSIONAL EXPERIENCE
Nov 2013 – Current
AETNA, Houston, TX
CSO Supervisor, Medicaid Department
● Communicate and model world class service as it applies to unit or department Manage a team of
diverse individuals to meet performance metrics.
● Career Path and Performance Coaching
● Rewards and Recognition
● Perform corrective actions
● Complete quality assurance phone audits
● Maintain personnel records
● Resolve escalated issues from Members, Providers and Health Plan
● Monitor TAT of open issues
● Interview new candidates for employment, responsible for hiring
● Set up new hires in eService via Manager Activities Administration
● Train and counsel new hires to ensure proper guidance for Performance and Production
standards
● Make recommendation for Termination or Performance Management, as well as follow through
● Forecasting to determine accurate staffing and resources for several Medicaid services states, as
well as balancing resources to ensure adequate coverage
Mar 2013 – Sept 2013
Stewart Title, Houston, TX

2. HR Support Manager, Human Resources Department
● Responsible for the delivery of service and resolution to HR customers for administrative tasks
within the assigned function and has full coverage of the employee transactions process and
escalated employee inquiries. I am constantly monitoring/resolving/escalating major issues within
the HR Support scope involving 5000 + employees to include but not limited to Payroll,
Onboarding and Terminations, as well as Performance Management.
● Monitor incoming workflow and follow-up with HR Shared Services Representatives on
outstanding cases within the scope of HR Support or Payroll
● Aid in determining appropriate next course action for necessary escalation
● Supervise and assist HR Shared Services Representatives transactional support in the areas of
either payroll or non-payroll related transaction
● May include the management of personnel records in accordance with records process and
policy
● Manage and direct the HR Shared Services Representatives' day to day activities and career
paths including direct coaching
● Provide insight to COE Leads around improvements to process and customer service
● Provide support to greater HR team with ad hoc administrative tasks and problem-solving for
specific issues
● Supervise and assist in the collection of key data for HR projects
● Provide accurate and timely metrics on key HR processes (be able to articulate ways and
implement metrics improvement plans)
● Ensure all transactions are compliant with Stewart policy and/or Federal and State laws as
applicable
November 2006 – Mar 2013
Mercer HR Outsourcing, Houston, TX
Participant HR Services Supervisor III
● Manage a team of 35 direct reports including 3 exempt Senior Participant Services
Representatives administering annual merits, bonus awards, performance management and
career development.
● Provide daily call center statistics for direct reports, clients and Sr. Management around Service
Level; Schedule Adherence; Average Speed of Answer; Abandonment Rate; Average Handle
Time and Quality scores.
● Facilitate Human Resource issues including new hire pre-screening, interviews, and disciplinary
actions including terminations.
● Maintain a thorough understanding of the client’s plans and service center requirements by
periodically conducting knowledge based questionnaires
● Develop performance standards for team members and perform semiannual reviews as required;
support standards through daily direction, coaching and counseling
● Provide team development activities; motivate the team to ensure high morale and service.
● Manage day-to-day call center operations for multiple clients in Health and Benefits, Defined
Contributions, HR Recruiting, Total Absence Management and Employee Relations in a shared
services outsourcing environment.
● Call Center Project Manager for new client implementations, Open Enrollments and Virtual Call
Center operations (VCC).
● Manage Compliance Audit Checks and SAS 70 Quality Audits for Houston and Dallas call center
operations.
● Manage at risk clients by developing action plans to increase client satisfaction.
● Partner with Workforce Management and Recruitment to assess call center staffing needs,
planning and budgeting.
● Publish client’s Executive Summary Dashboard reports with s tatistical analysis for call trends
● Manage service center project assignments to ensure client expectations are meet around
quality, accuracy and process.
● Facilitate Human Resource issues including new hire pre-screening, interviews, and disciplinary
actions including terminations.
● Manage the development and execution of talent management, diversity and retention strategies
to support employee engagement for the department.
● Manage local Work Force Management Analysts that are responsible for the delivery of schedule
forecast, call volume assumptions and trending, identifying staffing needs and call routing.
● Identified as the Project Lead for Open Enrollment planning including staffing needs, training,
hiring temporary staff and payroll.

3. ● Coach and train direct reports to build skill sets for current job responsibilities as well as career
development.
● Develop team goals that balance the team with client needs and expectations.
● Partner with Client Service Team Leaders to develop strategies to meet client needs and
expectations.
May 2000 – May 2006
Group Health Cooperative, Houston, TX
Senior Benefits Specialist II
● Lead and coached 16-20 Contact Center Representatives.
● Trained employees on health and welfare benefits, Medicare, claims and Federal/State policy and
procedures (ERISA,HIPAA, COBRA,FMLA,etc.)
● Was point person for large groups (Feds, State, Self-Insured groups)
● Lead project team to review work-flows in order to gain efficiencies.
● Was responsible for hiring, training, terminations and performance management.
● Ensured call center metrics (SL's, QA's and productivity standards) are met or exceeded.
● Interpreted contracts and benefits documents
● Coordinated bi-weekly with Contact Center leadership to ensure concerns of Reps were
addressed consistently and timely.
● Provided Reps with tools necessary to meet Contact Center Standards.
● Lead Morale and Motivation committee to enhance employee morale.
● Conducted team meetings, one-on-ones and performance reviews providing timely feedback
against KPI's.
● Responded orally or in writing to all complaints and appeals directed to CEO
EDUCATION AND TRAINING
Clover Park High School, Lakewood, WA
High School Diploma, June 1994