Results-driven professional with 12+ years' experience providing HR, customer service and support across organizations. Successful at establishing trust and credibility with keen ability to understand and interpret HR policies and procedures and relate them to employee situations. Possess strong track record overseeing employee recruitment / selection practices, dispute / grievance resolutions, labor relations, and employee benefits. Able to adapt to change, thrive in challenging environments, and overcome roadblocks to success.
Customer Service Representative, 01/2018 to 01/2019 Georgia Department of Revenue – Atlanta, GA
Responsible for processing annual fleet International Registration Plan and permit renewals within the state of GA.
Processed an average of 40 new/renewal application per day while ensure truck drivers and/or their representative have the proper documentation to travel across state lines.
Responded to over 130 customer inquiries per day while verifying proper DOT and mileage information through various state systems.
Lead Teacher, 01/2017 to 01/2018 Paraprofessional, Fayette County Public Schools – Fayetteville, GA
In developing and delivering classroom materials and displays for 4 special-needs, middle-school students.
Worked closely with Educators to implement lesson plans and provide a safe and effective learning environment for students.
Helped students with physical or behavioral disabilities.
HR Specialist, 01/2011 to 01/2017 U.S. Army Active Guard Reserve – McAllen, Decatur, Huntsville, TX, GA, AL
Served in various HR roles / assignments for the US Army and National Guard organizations.
Managed and trained up to three Soldiers.
Accountable for HR processes, policies, and procedures, records management, staff retention, performance evaluations, recruiting, EEO compliance, SOPs, and award programs.
Managed tactical operations center during field exercise.
Recognized by Battalion Commander for excellence in personnel management.
Tracked and managed HR practices, operations and administrative activities for Army units of up to 130+ soldiers in garrison and field environments.
Counseled, advised and educated soldiers on a wide range of personnel administration issues, programs, requirements, and opportunities covering government health, 401(k) retirement and benefit plans.
Generated timely and 100% accurate weekly and monthly reports related to soldier medical / personnel records, promotions, and personnel system updates in each unit.
Drove unit / medical readiness from 64% to 89%, resolved missing bonuses and death benefit payouts, improved unit advancements / promotions by 23%, and processed 200+ personnel actions for an 80-member unit.
Successfully rebuilt a 120-member unit / HR operation that included recreating 10 missing promotion packets to enable unit soldiers to be promoted.
Received Certificate of Recognition from the Wounded Warrior Project.
Maintained safe and reliable delivery of large volume of mail by ground and air to Forward Operating Bases and satellite Army Post Offices in a remote and non-secure region of Kandahar, Afghanistan.
Team Manager, 01/1999 to 01/2012 Bank of America – College Park, GA
Promoted in roles of increased responsible from performing data entry to overseeing a team operation (three shifts) for a large retail bank operations center.
Supervised and trained weekend shift of 100+ employees and four Assistant Managers.
Accountable for HR / personnel actions, resource / workflow planning, performance appraisals, salary recommendations, and reporting requirements.
Monitored office supplies and facility request issues.
Helped plan and execute department-wide Six-Sigma quality improvements.
Developed and delivered daily and quarterly reports relating to employee performance, quality ration and customer feedback for a team of 80 staff members.
Achieved high quality customer service scores and decreased process times by partnering with company's lockbox data entry clients to build and maintain customer relations across five states.
Successfully passed quarterly Management Control Risk Process audits with 100% scores by introducing new and/or modifying existing company policies and procedures.
Earned company's Excellence Award (2003) by leading a team to <5% error="" ratio,="" while="" increasing="" keystrokes="" per="" hour="" –="" gaining="" recognition="" as="" a="" top="" 1%="" employee="" for="" exceeding="" all="">5%>
Turned around and led an underperforming data entry team from red to green in all indicators within nine months that included reducing employee turnover by 20%, creating cross-training opportunities, and providing work-shift flexibility.
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
Companies Worked For:
Georgia Department of Revenue
Paraprofessional, Fayette County Public Schools
U.S. Army Active Guard Reserve
Bank of America
Job Titles Held:
Customer Service Representative
B.S : Management
Create a job alert for [job role title] at [location].