Rosa Herrera 42 Franklin Ave • Cranston, RI 02910 • 401-688-5904 • Rosa.Herrera0713@gmail.com

Skills Languages: Fully fluent in English and Spanish Software: Proficient in Microsoft Office, Outlook, MS Excel, PowerPoint, HTML,

PeopleFluent, PeopleSoft, CRM, HCM, Workday, ServiceNow, Avaya Voicemail, Taleo, Sandbox, Citrix

Team worker who is able to adapt in highly dynamic and changing situations Excellent problem solving and communication skills, with a focus on customer service Ability to multi-task 3+ years of experience in customer service/ HR Strong ability to analyze and administer all benefits plans Extensive experience managing stock options, health and life insurance benefits, 401(k)

programs and pension plans. Certification(s): HDI Certified

ExperienceCovidien/ Medtronic Mansfield, MA AskHR Helpdesk Analyst July 2013– Present

Utilize excellent communication and customer services skills to provide customers with accurate, consistent and timely responses to their questions, and issues regarding HR administrative and technology needs

Record caller inquiries and communicate resolutions to cases using PeopleSoft case management tool

Research knowledgebase tool to provide consistent answers to customers Evaluate if inquiry resolved to employee’s satisfaction and makes any required customer follow-

up calls and conducts additional research as necessary Identify, navigate, research and troubleshoot HR transactions and processes related to multiple

HR based applications and associated systems Identify, navigate, research and troubleshoot transactional processes related to multiple HR

based applications and associated systems Update and maintain knowledgebase FAQ, solutions and troubleshooting guides Educate customers on the functionality and use of Employee Self-Service (ESS) and Manager

Self-Service (MSS)

Walgreens Providence, RI Service Clerk September 2010 – August 2012

Provided friendly, courteous and efficient service to our customers Maintained 100% accuracy when handling money Achieved weekly average goal of 80% sales of special promotions Organized in-store stocks to achieve maximum sales Awarded the employee of the month

Education Year Up / CCRI September 2012 – January 2013Providence, RI Customer Service Training Year Up is a leading national career development program with 250 corporate partners graduating 1,500 students annually across ten cities; the one-year program includes college-level coursework, career training, and a six month corporate internship

Earning 23 college credits towards an Associate’s Degree in General Studies in partnership with Covidien

Relevant courses include: Customer Service Class

Providence Career and Technical Academy 2008 -2011High School

Volunteer ExperienceChildren's Friend Volunteer Project 6 June 2015Supervised ChildrenChildren's Friend offers a Summer Learning and Enrichment Program (SLEP) for 3-5 year old. I volunteered to go on a field trip with the kids and watch over them.

Brockton VA - Build a ShedPaint a Shed June 2014Build a shed for the Veterans using hammers, nails, screw guns, power drills, work gloves, measuring tapes, sunblock, water, and a hat. By participating in the MVP (the “P” in MVP stand for program) I embody the philanthropic spirit of Covidien. This is also a fantastic opportunity in building relationships and network with your peers.