Summary
Overview
Work History
Education
Skills
Timeline
Generic

Chelence Lightner

Middle River,MD

Summary

Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Overview

21
21
years of professional experience

Work History

Consultant Services – Auto

Progressive Insurance
08.2024 - Current
  • Provide frontline customer support, taking an average of 175 calls daily related to auto claims, policies, and account issues.
  • Recognized as a Top Performer and Elite Performer, consistently exceeding quality, resolution, and efficiency goals.
  • Maintain a customer satisfaction rating of over 95%, ensuring timely and accurate resolution of inquiries.
  • Collaborate with cross-functional teams to improve service delivery and customer experience.
  • Accurately document customer interactions in alignment with company policies and regulatory standards.

Human Resource Business Partner

Praxis Engineering
05.2023 - 08.2024
  • Supported over 200 employees with onboarding, leave coordination, payroll, and benefits questions.
  • Managed an average of 10–15 leave cases per month, including short-term disability and intermittent FMLA.
  • Ensured 100% compliance with federal/state leave laws and internal documentation standards.
  • Reduced processing time for employee leave requests by 20% through streamlined communication workflows.
  • Conducted 50+ exit interviews and administered engagement surveys with over 85% response rate.
  • Managed complex employee relations issues to promote a healthy workplace culture.
  • Facilitated team-building activities and initiatives, improving collaboration and engagement.

Human Resource Generalist

Amazon
02.2020 - 07.2023
  • Provided HR support for over 1,000 employees in a high-volume distribution center environment.
  • Responded to 120+ monthly employee inquiries related to time off, policy clarification, and benefits.
  • Assisted in processing and tracking 30+ FMLA and accommodation cases quarterly.
  • Improved onboarding satisfaction scores by 30% through enhanced communication and training initiatives.
  • Reduced unresolved employee relations cases by 25% through early intervention and documentation.

Registered Nurse / Charge Nurse

St. Luke’s Hospital
11.2004 - 09.2017
  • Supervised and mentored a team of 8–10 nurses per shift while providing care for up to 25 patients daily.
  • Developed and implemented individualized care plans for over 500 patients annually.
  • Maintained 98% accuracy rate in patient documentation and medication administration.
  • Trained 15+ new nursing staff annually, supporting skill development and quality assurance.
  • Collaborated with multidisciplinary teams to achieve a 95% patient satisfaction score in unit performance.

Education

MBA -

Johns Hopkins University
Baltimore, MD

Master of Science -

University of Houston
Houston, TX

Bachelor of Science -

Clayton State University
Morrow, GA

Society of Human Resources Management

Skills

  • Problem-solving
  • Attention to detail
  • Team leadership & development
  • Client relationships

Timeline

Consultant Services – Auto

Progressive Insurance
08.2024 - Current

Human Resource Business Partner

Praxis Engineering
05.2023 - 08.2024

Human Resource Generalist

Amazon
02.2020 - 07.2023

Registered Nurse / Charge Nurse

St. Luke’s Hospital
11.2004 - 09.2017

MBA -

Johns Hopkins University

Master of Science -

University of Houston

Bachelor of Science -

Clayton State University

Society of Human Resources Management

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