Breanna Gibson
Katy,TX
Summary
Driven and highly qualified professional specializing in diversity recruiting, operational management and employee engagement. Experienced in recruiting suitable candidates and maintaining employee information. Adept at building positive relationships with employees and staff.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Human Resources Coordinator
Bullsnake Inc/United States Postal Service
08.2020 - 09.2023
- Supported HR functions with emphasis on record keeping, data entry, and general HR tasks for approximately 200 employees.
- Maintained human resources information system and kept employee files up to date and accurate.
- Assisted with recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in interview process and drafting offer letters.
- Completed background and reference checks to facilitate hiring and onboarding of employees.
- Handled employee inquiries and complaints regarding policy and benefits issues.
- Conducted new employee onboarding and provided ongoing orientation training.
- Completed employee employment verifications and unemployment paperwork prior to hire or termination.
- Explained employee compensation, benefits, schedules, working conditions, and promotion opportunities.
- Coordinated and administered employee health insurance and retirement plans.
- Handled on-boarding process for newly hired employees, which included distribution of all paperwork.
- Updated HR database with new employee information, changes in benefits, and other details.
- Managed payroll and timekeeping to track hours and accurately pay employees.
- Oversaw hiring, staffing, and labor law compliance.
- Developed and implemented HR policies and procedures to promote clear and consistent approach to managing employees.
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
- Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
- Coordinated employee grievances and disputes in timely and professional manner by finding constructive solutions.
Customer Advocate
Verizon wireless
10.2018 - 08.2020
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Listened to customers in actively to assess issues and provide accurate information.
- Assisted customers with product selection and troubleshooting, providing accurate information and guidance to foster satisfaction.
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Cross-trained and provided backup support for organizational leadership.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to approximately 100 customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Advised accounts and assisted through qualification processes.
Operations Associate II
WNS Global Services
02.2017 - 10.2018
- Credit negotiations (payment extensions, arrangements, turn-ons and turn-offs)
- Respond to billing inquiries and handle customers' high bill complaints
- Provide information about company programs, products and services
- Report electric and gas emergencies and outages
- Provide data to customers requesting new services and/or construction
- Seek resolution of customer complaints
- Open and close accounts at request of customer. Refer customers to network of agencies able to provide financial assistance
- Respond to utility commission and agency inquiries
Customer Service Representative
Teleperformance
07.2016 - 12.2016
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Detailed payment options and explained price, receipt and billing details to customers.
- Attended telephone skills and program information training sessions to boost aptitude.
- Maintained and managed customer files and databases.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Resolved concerns with products or services to help with retention and drive sales.
Customer Service Representative
Lowes Home Improvement Stores
08.2015 - 07.2016
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges
- Prevented store losses using awareness, attention to detail and integrity
- Exceeding daily credit card application goals
- Developed highly empathetic client relationships and earned reputation for exceeding sales goals
- Computed accurate sales prices for purchase transactions
- Worked as a team member performing cashier duties, product assistance and cleaning
- Interact with customers and retail buyers to follow-up on shipping statuses and expedited orders, Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax
- Guaranteed positive customer experiences and resolved all customer complaints
Education
Some College (No Degree) - Human Resources
Central Carolina Technical College
SumterDiploma -
Lakewood High School
2015
Skills
- Technical Support
- Help Desk
- Negotiation
- Troubleshooting
- Computer Networking
- Microsoft Windows
- IT Support
- Operating Systems
- Human Resources Management
- Workers' Compensation
- Human Resources
- Desktop Support
- Remote Access Software
- Microsoft Excel
- Microsoft Office
- HRIS Management
- Labor Law Compliance
- HR Analytics
- Recruiting
- Benefits and Payroll Coordination
- ADP
- Employee Retention
- Payroll Administration
- HR Policies and Procedures
- Performance Management
- Employee Relations
- SAP
- Data Entry
- Kronos
Certification
- SHRM-CP - SHRM Certified Professional
- I-9 Employment Authorization Training
- SAP Management Training
Timeline
Senior Human Resources Coordinator
Bullsnake Inc/United States Postal Service
08.2020 - 09.2023
Customer Advocate
Verizon wireless
10.2018 - 08.2020
Operations Associate II
WNS Global Services
02.2017 - 10.2018
Customer Service Representative
Teleperformance
07.2016 - 12.2016
Customer Service Representative
Lowes Home Improvement Stores
08.2015 - 07.2016
Some College (No Degree) - Human Resources
Central Carolina Technical College
Diploma -
Lakewood High School
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