Breanna Smith
Tampa
Summary
Experienced with handling complex customer inquiries and resolving issues efficiently. Utilizes strong communication skills to ensure customer satisfaction and team cohesion. Track record of consistently delivering high-quality customer support and adapting to dynamic environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Sr. Customer Support Specialist, HR Support Team
TriNet
03.2019 - Current
- Provide best practice guidance and consultation on a variety of HR related topics (all 50 states within the U.S) such as:
- Creating and maintaining the client's company handbook and/or individual policies
- Onboarding (background check screenings and tasks once hired: completing the I-9 form, direct deposit set up, W-4, and benefits enrollment)
- FLSA classification (exempt vs. nonexempt)
- Minimum wage (federal and state)
- State mandated HR training courses (anti-harassment training, anti-violence, etc.)
- Investigating and handling employee complaints or other employee relations matters
- FMLA qualifications related to leave of absence request as well as leave of absence processes/paperwork
- Paid time off policies (accrual and carryover of sick, vacation, etc.)
- Processing terminations (advising on final pay requirements based on the state, state required forms, etc.)
- COBRA enrollment process
- Employment Practices Liability Insurance (EPLI) and workers' compensation coverage and claims process
- Unemployment claims process.
- Leadership Duties:
- Serve as Manager backup.
- Monitor and respond to colleague inquiries in the team chat.
- Serve as a mentor to new hires on the team by providing on the job training materials and resources, allowing new hires to shadow me while performing primary role responsibilities, and shadowing the new hire to provide coaching, feedback, and answer outlying questions.
- Created and maintained OneNote document to organize processes, templates, and/or client responses shared with team members during training.
- Participation in HR related projects and responsibilities such as HR program testing (Document Management System) and serving as the Special Circumstances SME.
- Other duties:
- Presenting and participating in HR meeting presentations.
- Resolves general moderate complexity customer inquiries related to HR through phone, email, and chat.
- Staying informed and alerts organization to key internal and/or external business issues (such as ever-changing HR statutory, regulatory, and compliance requirements) and trends that affect business results.
- Work with other internal departments (payroll, tax, 401(k), legal, sales, etc.) to help resolve operational issues.
- Provide accurate information in a friendly, professional, and empathetic manner translating to a positive customer experience.
- Utilizes the CRM system to quickly manage, document and resolve open cases, while keeping clients regularly informed of status and anticipated resolution timing.
- Organizes and prioritizes work to ensure timely, effective, efficient, and economic delivery of services.
- Delivers dependable, accurate, appropriate, timely, and easy-to-use value-added solutions to meet customers' needs.
- Responsible for meeting established key performance indicator metrics as defined by management and for contributing to high Client Satisfaction Scores, After-Call Surveys results, and overall customer retention.
- Responsible for taking initiative and action towards professional development.
HR Client Advisor
Coca-Cola Refreshments
03.2017 - 03.2019
- Serve as first point of contact regarding talent acquisition inquiries such as application status/process, referral bonus, and triggering open positions after separation.
- Provide audit support in transactions for the employee life cycle, including but not limited to: Manager Transfers, promotions, compensation changes, one-time payments and exits that cannot be completed through Manager Self Service.
- Serve as first point of contact for payroll inquiries such as missing hours, holiday pay, bonuses/incentives, travel and expense, garnishments.
- Ensure timeliness and accuracy on all processed HRIS transactions including but not limited to changes to bank details, tax changes, and Personnel Administration (name, address changes).
- Process and answer inquiries related to operational benefits tasks such as: Annual Enrollment, New Hire enrollment, Processing Qualified Family Status Changes, Qualified Medical Child Support Orders, Medical Verification of Employment, Dependent Verification, Educational Assistance, both pre-approval and reimbursement, adding/updating Beneficiaries and as well as ensuring data validity.
- Serve as first point of contact for Leave of Absence inquiries such as FMLA, Short Term Disability, Long Term Disability, Workers Compensation, Military Leave, Parental Leave, and Bereavement Leave.
- Maintains an up to date understanding and awareness of specific HR processes and procedures related to Employee Relations and other HR functions.
- Consults managers and employees and provides guidance on aspects of manager/employee issues related to HR policies & procedures.
- Assist with outbound calls, process improvement, peer training/coaching, and support.
- Uses professional and customer-focused approach to handle customer inquiries. Ensures client privacy where appropriate, including confidentiality and protection of sensitive client reports or information.
- Provide feedback and recommended updates of all Contact Team tools, job aids, scripts, and standard operating procedures as well as communication and content that is delivered through the portal.
- Handles situations which require adaptation of response or extensive research.
- Maintains ownership of cases through resolution working with internal resources and/or COE’s.
- Investigates customer complaints regarding services, and issues resulting in appropriate resolution.
- Expert level role. Highly skilled with extensive proficiency.
- Demonstrates an ability to learn and actively seek out knowledge in a self-guided, keyword driven and document heavy knowledge base.
- Logs all calls on the case management system. Updates other systems as needed.
- Attends and participates in ongoing training to support the ever-changing environment.
Accounting/HR Specialist
HOME ENCOUNTER, LLC
06.2015 - 05.2017
- Processes on-boarding paperwork for new-hires.
- Answers general questions regarding benefits enrollment.
- Processes payroll and commission disbursement
- Charges expenses to accounts by analyzing invoice/expense reports and recording entries.
- Pays vendors by monitoring discount opportunities, scheduling and preparing checks, resolving invoice or payment discrepancies.
- Reconciles processed work by verifying entries and comparing system reports to balances.
- Serves as point of contact for all HOA payments made on behalf of clients. Schedule payments based on frequency (monthly, quarterly, bi-annual, or annual) and maintain/audit payments to ensure timely delivery and avoid late charges and interest for clients.
- Perform other duties as assigned by the Director of Accounting.
Administrative Support Team/HR Assistant
Macy's Inc
06.2015 - 06.2016
- Coordinate all functions of the hiring process including pre-screening applicants, correspondence with applicants, and scheduling interviews with store management.
- Process new hire paperwork (I-9, W-4, Direct Deposit, etc).
- Track and ensure new hire training courses are completed.
- Act as liaison for district HR office to help resolve HR issues
- Balance vault and store checkbook and perform other cash functions on a daily basis
- Coordinate distribution of all incoming communications (including faxes, e-mails, memos, letters, newsletters, and phone calls) whether from customers, employees, management, or the general public.
- Maintain a professional attitude with sincerity and enthusiasm reflecting Macy's commitment to our customer
Data Specialist - Production
DIETZGEN CORPORATION
02.2014 - 06.2015
- Input receipts of raw material into Inventory Management program (Microsoft GP)
- Collaborate with Accounts Payable to cross-reference receipts against vendor invoices
- Check Bill of Materials for accuracy to determine company cost and profit
- Entry of warehouse production into Inventory Management Program (Microsoft GP)
- Work under the supervision of the Director of Purchasing
Accounting/Human Resources Assistant
NEW AGE REPROGRAPHICS, LLC
06.2013 - 02.2014
- Use QuickBooks for accounts receivable, accounts payable, and invoicing customers on a weekly basis
- Using Microsoft Office to produce/update spreadsheets.
- Travel to Bank for deposits and/or Post Office for mail delivery
- Sorting mail from vendors and customers
- Answering customer inquiries regarding payment or invoices
- Ordering/Maintaining office Supplies
- Drafting and reviewing new hire paperwork for accuracy (i.e. I-9, W-4, appropriate identification, 90 day probationary period, and compensation benefits)
- Maintaining digital and hard copy employee files
Education
Master's - Business Administration, Human Resource Management
Saint Leo University
Saint Leo, FL07.2022
Bachelor's - Human Resource Management
Saint Leo University
Saint Leo, FL12.2016
Skills
- Customer service excellence
- Multitasking and organization
- Time management
- Problem-solving
- Escalation management
- Team collaboration
- Active listening
- Verbal and written communication
- Decision-making
- Adaptability and flexibility
- Call center experience
- Data entry
- Issue troubleshooting
- Technical troubleshooting
- Analytical thinking
- Conflict resolution
- Complaint handling
- Salesforce
- SLA compliance
Affiliations
- Omega Nu Lambda
- February 2021 to Present
- National Honor Society for Online Students as confirmed by Saint Leo University, Iota Chapter.
Certification
- Lean Six Sigma Green Belt (July 2025 to Present)
- Professional In Human Resources (October 2024 to September 2028)
Timeline
Sr. Customer Support Specialist, HR Support Team
TriNet
03.2019 - Current
HR Client Advisor
Coca-Cola Refreshments
03.2017 - 03.2019
Accounting/HR Specialist
HOME ENCOUNTER, LLC
06.2015 - 05.2017
Administrative Support Team/HR Assistant
Macy's Inc
06.2015 - 06.2016
Data Specialist - Production
DIETZGEN CORPORATION
02.2014 - 06.2015
Accounting/Human Resources Assistant
NEW AGE REPROGRAPHICS, LLC
06.2013 - 02.2014
Bachelor's - Human Resource Management
Saint Leo University
Master's - Business Administration, Human Resource Management
Saint Leo University