Tommy Furlow, Jr
Minneapolis
Summary
Dynamic HR Service Team Lead at Ameriprise Financial Inc. with expertise in Workday and a proven track record in coaching and team motivation. Adept at driving performance improvements and enhancing employee engagement, I excel in quality assurance and conflict resolution, consistently achieving departmental goals and fostering a collaborative work environment.
Overview
29
29
years of professional experience
Work History
HR Service Team Lead
Ameriprise Financial Inc.
Minneapolis
01.2019 - 01.2024
- Lead a Team of 5 employees
- Assisted with the role out of a global HR
- Assist with global HR questions
- Ran weekly/biweekly and monthly reports
- All other duties as a coach and CSR
HR Service Coach
Ameriprise Financial Inc.
Minneapolis
12.2014 - 01.2019
- Run daily huddles
- Back up Leader and make decision when leader is not around
- Ensure the team meet both Department but also individual goals
- Answer escalated phone calls
- Weekly staff planning meeting to make sure that phone is covered
- Quality check team for accuracy
- Prepare weekly and Monthly reports to track results
- Present Leadership Essentials
- Run Biweekly Staff Meeting
- Working on WorkDay new HR System
- Part of Open Enrollment Team
- Quality call coaching
- Manual enroll employee in Medical and Prescription websites
- Lean focused
HR Service Expert
Ameriprise Financial Inc.
Minneapolis
09.2014 - 12.2014
- Source of Knowledge for the rest of the team
- Prepare Weekly and Monthly reports
- Answer escalated phone calls
- Part of Open Enrollment Team
- File Life claims
HR Service Professional
Ameriprise Financial Inc.
Minneapolis
03.2012 - 09.2014
- Answer phone calls
- File Life Claims
HR Service Representative
Ameriprise Financial Inc.
Minneapolis
03.2007 - 03.2012
- Answer phone calls
- Benefits, Payroll, AMP U, 401k
Mortgage Loan Officer
Liberty National Mortgage
Oakdale
08.2005 - 04.2006
- Originate Loans
- Process loans from start to close
- Schedule closing dates and times with the customer
Mortgage Processor
Great Lakes Loan Center
Chicago
09.2002 - 05.2005
- Process a loan from start to close
- Schedule closing dates and times with the customer
- Order office supplies
- Work with Customer to gather conditions
- Work with Lenders to clear conditions
Administrator, Customer Service
Minnesota Life Insurance Company
St. Paul
03.2000 - 12.2001
- Handle escalated phone calls
- Utilize objectivity in problem solving
- Project delegation and tracking
- Timecard reconciliation and balancing
- Team and Client – Daily, Weekly and Monthly Reporting
- CSR quality call review
Senior Customer Service Representative
Minnesota Life Insurance Company
St. Paul
02.1995 - 03.2000
- Averaged 85 phone calls per day
- Conducted several projects for different areas and customers
- Input Customer information into computer system and paid claims
Education
Social Work
University of Wisconsin River Falls
River Falls, WI05.1994
Data Entry and Lotus 1-2-3
Minneapolis Technical College
Minneapolis, MN12.1989
Transportation Communication Union
Hubert H. Humphrey Job Corp
St. Paul, MN06.1989
Electronic
Chicago Vocational High School
Chicago, IL12.1988
High School -
Patrick Henry High School
Minneapolis, MN06.1988
Skills
- Workday
- Peoplesoft
- SharePoint
- ServiceNow
- Lucent CenterVu 80
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Word
- Lotus Notes
- Call Center Management
- Orbit
- HR reporting
- Team building
- Quality assurance
- Conflict resolution
- Process improvement
- Performance management
- Time management
- Cross-functional collaboration
- Employee training
- Customer service
- Coaching employees
- Influencing skills
- Schedule management
- Diversity and inclusion
- Attention to detail
- Employee evaluation
- Deadline management
- Key performance indicators
- Performance monitoring
- Performance improvement
- Workflow management
- Employee engagement
- Coaching and mentoring
- Human resources management
- Relationship building
- Talent acquisition
- Onboarding and orientation
- Team supervision
- Issue resolution
- Meeting facilitation
- Feedback delivery
- Coaching
- Verbal and written communication
- Giving constructive feedback
- People management
- Leadership
- Team motivation
- SMART goals
- Staff training
References
Available upon request
Timeline
HR Service Team Lead
Ameriprise Financial Inc.
01.2019 - 01.2024
HR Service Coach
Ameriprise Financial Inc.
12.2014 - 01.2019
HR Service Expert
Ameriprise Financial Inc.
09.2014 - 12.2014
HR Service Professional
Ameriprise Financial Inc.
03.2012 - 09.2014
HR Service Representative
Ameriprise Financial Inc.
03.2007 - 03.2012
Mortgage Loan Officer
Liberty National Mortgage
08.2005 - 04.2006
Mortgage Processor
Great Lakes Loan Center
09.2002 - 05.2005
Administrator, Customer Service
Minnesota Life Insurance Company
03.2000 - 12.2001
Senior Customer Service Representative
Minnesota Life Insurance Company
02.1995 - 03.2000
Social Work
University of Wisconsin River Falls
Data Entry and Lotus 1-2-3
Minneapolis Technical College
Transportation Communication Union
Hubert H. Humphrey Job Corp
Electronic
Chicago Vocational High School
High School -
Patrick Henry High School
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