1. 3924 Webb Oaks Court #A William G. Henderson assurantsvirtualwatercooler.blogspot.com
Chattanooga, TN 37416 wmichel1711a@yahoo.com (423) 645-7639 (c)
KNOWLEDGE AREAS
EPS Payroll/Loss Prevention Benefits Administration STD/LTD/FMLA Case Management
Problem Resolution Adult Training/Education Initiatives HR Policies Compliance/Collaboration
Work at Home Employee Curriculum Development Mentoring/Leadership Development
College Recruitment Banking Total Loss Insurance
PROFESSIONAL EXPERIENCE
EXPERIENCE SUMMARY
I am an innovative global career development and Insurance, Education HR professional experienced in telecommuting
while utilizing proactive and analytical conceptual thinking initiatives, advanced technological products and social
media resources in the best practices of HR Policy Compliance/Collaboration. I am in search of new opportunities to
advance my career in employee relations, technology, social media and HR that will have a positive impact and ROI to
internal and external stakeholders.
ASSURANT – Atlanta GA
Worldwide Leader in Insurance Benefits management
HR Support Case Management Associate, March 2009 to present
• Coordinates, manages, and administers FMLA and state compliance and regulations in 50 states in the complex
processing of leaves case management utilizing medical information, KRONOS, NEOCASE, Work Force
Leave Management, STD, LTD policies and processes.
• Manages all aspects of designated HR case management process, including consultation with employee,
manager and/or HR Business Partner; entering all information into the appropriate systems and providing
timely feedback to customers.
• Initiates cases timely and answers questions about designated HR case management process, including an
overview of roles and responsibilities. Refers employees to specialists or online resources for answers to more
complex inquiries.
• Acts as communications liaison between HR functional groups and customers. Coaches customers on
appropriate actions based on outcomes or case status.
• Keeps abreast of federal and state-specific regulations as well as policy changes impacting HR case work.
• Supports continuous improvement by actively participating in tier huddles and process walks, identifying
issues/potential solutions, participating in root cause problem solving sessions, and recommending
improvements to Standard Work guides and other process tools/templates.
UNUM – Chattanooga, TN
Leader in Disability Benefits management that manages a wide variety of disability and voluntary benefits services
Leave Management Specialist, October 2006 to the March 2009
• Coordinates, manages, and administers FMLA and state compliance and regulations in 50 states in the complex
processing of leaves management utilizing medical certifications, LTD, STD, and other documentation.
• Determines employee eligibility and availability of leave time and generates appropriate communication to
stakeholder (employers, employees and regulatory resources) in the administration of FMLA compliance,
reporting, and appropriate leave management processes.
• Utilizes critical thinking abilities and problem solving skills to respond to leave questions, concerns, and issues
that arise from the internal and Call Center environment.
• Demonstrates conflict resolution processes to accurately negotiate problem resolution in the face of
inconsistency and ambiguity in a collaborative team environment and coordinates problem resolution with HR
liaisons and health care professionals.
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2. University of Phoenix – Chattanooga, TN
Largest online and on ground College University in the world with enrollment reaching one million active students
Faculty Professor, October 2006 to September 2009
• Conduct college-level courses in Business and Business Ethics studies to college university students at the
graduate and undergraduate level online and on ground; Prepare and present lectures and facilitative
workshops to students concerning online educational course management (OLS), 2003 and 2007 Microsoft
Office Word, Excel, PowerPoint, database research, basic computer skills and general college study skills.
Global Ventures Consulting – Pittsburgh, PA and Chattanooga, TN
Innovative global career development company with a targeted market of students, professionals and employees with its
focus on job readiness, workforce development and Career transition assistance.
President/Owner, June 2005 to June 2015
• Develop and manage strategic Career Advisement Services/Consultation for individuals, students, and
corporations including customized resume design, work force development training, strategic project
implementation, quality control management, and professional sales development management.
• Design customized curriculum for at risk Youth that included resume writing, how to apply for college, how to
match your skills with the job market, how to search for college scholarship, and how to find ways to finance
your education.
• Create and administer training programs and build business relationship that help enable the current workforce
to effectively prepare for job readiness.
3924 Webb Oaks Court #A William G. Henderson
Chattanooga, TN 37416 wmichel1711a@yahoo.com (423) 645-7639 (c)
Comcast Corporation – Pittsburgh, PA
Multi-billion dollar industry leader in broadband, cable television, telephony, and telecommunications products,
services and communications.
Credit and Collections Supervisor, September 1999 to February 2004
• Motivated, trained, supervised, evaluated a multi-faceted staff in Credit and Collections and Customer Service
while managing in office and outside collections across the region and coordinating operations with all levels
of frontline, middle and upper level management.
• Managed customer service and sales processes, performance and incentive of subcontracted, commercial, and
front-line personnel to reduce loss of unrecovered Broadband equipment by 20% and reduce payment
delinquency by 25% in a union and non-union environments and evaluated employee performance
• Developed electronic manuals and procedures company wide to handle insurance, risk management,
bankruptcy, third party collections, in Microsoft Office Suite that helped to streamline operations and decrease
loss revenue by 20%.
• Designed and implemented leadership mentoring programs to help develop front-line and management
employees while effectively managing merger and acquisition initiatives company-wide.
• Help to establish industry benchmarks in collections processes at the beginning, middle and end of the
collections cycle and reduce subcontracting cost by over 25%.
EDUCATION
Duquesne University – Pittsburgh, PA
M.S. in Business Ethics August 2004
M.A. in Business Leadership and Liberal Studies August 2003
Point Park College – Pittsburgh, PA
B. S. in Human Resources Management December 1988
COMPUTER SKILLS
Word Outlook Microsoft Office Suite SQL Interviewer
Access UNIX Adobe Predictive Dialer Extract/Browser
Excel DAVOX PowerPoint Neocase Publisher
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