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Skills

  • Customer service
  • Employee coaching
  • Employee Benefits Administration
  • Project management abilities
  • Change Management
  • Microsoft Office expertise
  • Diversity and inclusion program implementation
  • Materials transport
  • Inventory control
  • Advanced knowledge of procedure

Work Experiences

  • Increased productivity by providing CSR performance feedback for corrective action.
  • Looked at customer account information to figure out what was wrong and how to fix it.
  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Conducted customer interviews for procedure issues and provided feedback to the management team.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and procedure data.
  • Updated the procedure system with order details, customer information, preferences, and billing details.
  • Answered 15 daily phone calls in order to efficiently resolve program customer issues.
  • Improved operational efficiencies by developing organizational filing systems for confidential customer records and reports.
  • Prevented key account losses by investigating discrepancies and taking corrective action.

Summaries

  • People Operations Specialist with a 13-year track record in customer service and a strong aptitude for working in remote environments with little supervision.
  • Customer Service Representative with extensive experience in the initiative industry who is friendly and dedicated.
  • Effective at dealing with people in stressful and confusing situations in order to address benefits needs and navigate the structures of method agencies.
  • Customer satisfaction has been proven to rise in the past.
  • Customer service professional who is used to working in a fast-paced framework call center environment.
  • Reliable Customer Service Representative with extensive experience in high-pressure sales and account management situations.
  • In stressful situations, calm and composed, and capable of reducing customer dissatisfaction through recognition, decisive communication, and focused solutions.
  • Detail-oriented, quick to respond, and adaptable to changing circumstances.
  • Team player who is efficient, well-organized, and service-oriented, with a focus on keeping customers happy and exceeding sales and support goals.
  • Capable of recognizing and resolving issues while promoting new products and meeting sales targets.

Accomplishments

  • Co-developed flexible work policies, including hybrid and remote work pilots, leading to a 66% boost in work-life balance satisfaction and team efficiency.
  • Collaborated with finance and IT departments to deploy an automated payroll system that increased accuracy to 31% and reduced pay check errors by 54%.
  • Developed and optimized People Operations processes, refining workflows that led to a 16% reduction in time to complete HR service requests.
  • Managed the creation and launch of a company-wide learning management system (LMS) with tailored development tracks for 16 learners, resulting in a 73% improvement in course completions.
  • Engineered an outreach program for university recruitment, increasing applications from targeted schools by 28%, driving fresh entry-level talent to critical business lines.
  • Collaborated with legal counsel to revise and implement updated compliance training protocols that resulted in zero compliance-related audit findings within the last one year.
  • Reengineered HRIS processes, upgrading the system to reduce administrative overhead by 19% and streamline employee self-service functionalities.
  • Partnered with leadership to launch robust career path frameworks for core business verticals, increasing clarity in promotion opportunities, contributing to a 38% rise in employee retention.
  • Designed and implemented a compensation benchmarking program for 16 employees in Chicago, resulting in a 67% increase in employee retention over several months.
  • Implemented and scaled employee engagement surveys in global offices, improving employee satisfaction scores by 80% and identifying core areas of growth.

Affiliations

  • Graduate, HR Leadership Development Program, delivered by framework
  • Member, SHRM's HR Metrics & Workforce Analytics Community
  • Leader, Regional Talent Acquisition Group (Chicago)
  • Member - Chartered Institute of Personnel and Development (CIPD)
  • Founding Member, Learning & Development Professionals Network
  • Affiliate, Human Capital Institute (HCI)
  • Active Participant, Recruitment Process Outsourcing Association (RPOA) Forums
  • Graduate, Leadership Coaching Certificate Program from standard
  • Professional Certification, Society for Diversity (Level 1) Trustee Certification on Diversity and Inclusion
  • Affiliate, WorldatWork - Total Rewards Professionals (2021)

Certifications

  • Certified HRIS Professional - Jira HRIS Certification
  • Employee Retention Strategies Specialist Certification - Summit Group
  • Human Capital Strategist (HCS) - Human Capital Institute
  • Strategic HR Business Partner (SHRBP) - Human Capital Institute
  • Certified Performance and Productivity Coach (CPPC) - standard
  • ServSafe
  • Advanced People Operations Certification - Lakeside Partners
  • Workplace Wellness and Health Promotion Certification - category
  • Certified Compensation Professional (CCP), category
  • Certified Employee Benefit Specialist (CEBS) - International Foundation of Employee Benefit Plans

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