Carlyn Ferrell
Avondale,AZ
Summary
As an Employee Retention Specialist, I am committed to implementing effective strategies that promote employee satisfaction, engagement, and long-term retention. With a data-driven approach and strong interpersonal skills, I aim to create a positive and supportive work environment where employees thrive and contribute to the organization's success. I'm dedicated and results-driven Employee Retention Specialist with a proven track record in developing and implementing strategies to foster employee engagement, satisfaction, and loyalty. Adept at analyzing workforce data, identifying trends, and designing targeted initiatives to enhance retention rates. Strong understanding of the factors that impact employee turnover and the ability to create customized retention programs to address specific organizational needs.
Overview
12
12
years of professional experience
Work History
Employee Relations Manager
Protiviti (contract)
02.2023 - Current
- Managed employee relations issues, including resolving disputes and conducting investigations
- Provided support and guidance to managers on employee relations issues, resulting in improved employee morale and retention
- Counseling/Providing disciplinary action to over 1500 call center employees
- Advised management on performance management and employee relations issues, resulting in improved working relationships
- Collaborated with managers to resolve complex employee relations issues with positive outcomes
- Developed and implemented a comprehensive employee relations program that improved employee satisfaction
- Developed and maintained a system for tracking vacation and sick leave requests, ensuring accurate payroll records
- Managed FMLA & ADA concerns
- Worked with the HRIS System
Senior Human Resource Analyst/Employee Relations Manager
State of Arizona
10.2021 - 01.2023
- Worked with the HRIS System
- Providing information to employees on counseling, benefits and other services and programs available to them
- Collecting and analyzing data
- Inspecting and improving the physical environment, such as lighting and security
- Creating and conducting training for employees
- Investigating workplace situations
- Helping with the recruitment and hiring processes
- Addressing complaints from employees
- Improving HR policies and the way the company treats employees to improve team relationships
- Developed and managed an organizational structure that allowed for effective resource allocation and delegation of tasks.
Employee Relations Specialist
Bank of America
07.2017 - 10.2021
- Promoted employee welfare by maintaining proper protocols throughout investigations and disciplinary procedures
- Counseled internal employees with trauma
- Answered management and employee questions, interpreted contracts and resolved issues
- Assisting and researching Confidential & Proprietary cases
- Facilitated with creating domestic violence events for the phoenix area.
Assistant Team Manager
Bank of America
07.2014 - 07.2017
- Credit card, online banking, and banking services within Wealth Management clients with assets of $250k plus
- Completing any troubleshooting complications with online banking, credit cards, Mortgage and banking products
- Delegated work assignments and prioritized tasks
- Oversaw daily workloads and workflow for smooth operations
- Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth
- Initiated training sessions and coached employees to develop effective staff
- Solved problems, handled escalated issues and mitigated risks
- Coordinated and encouraged professional development among direct reports
- Motivated team members to consistently achieve or exceed performance expectations
- Set goals for performance and deadlines to comply with company plans and vision
- Coached team for success by using corrective action processes
- Analyzed and measured employee performance, taking appropriate disciplinary action.
Customer Service Representative
Bank of America
11.2012 - 07.2014
- Customer Service
- Correspondence team: imaging and workflow with mortgage documents
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Answered inbound calls, chats and emails to facilitate customer service
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Developed strong customer relationships to encourage repeat business
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Consulted with customers to resolve service and billing issues
- Set up and activated customer accounts
- De-escalated complex loan modifications
- Processed outgoing calls for additional documents in a timely manner
- Assisted with 1st, 2nd, and Home Equity loans.
Education
Bachelors Degree- Business Management/Human Resource Certificate -
University of Phoenix
02.2025
Skills
- Leadership
- Imaging
- Online Banking
- Banking Services
- Scheduling
- Research
- Management Accounting
- Investigations Expert
- Labor Relations
- Troubleshooting (Problem Solving)
- Case Analysis
- Onboarding
- Management
- Human Resources Information System (HRIS)
- Communications
Timeline
Employee Relations Manager
Protiviti (contract)
02.2023 - Current
Senior Human Resource Analyst/Employee Relations Manager
State of Arizona
10.2021 - 01.2023
Employee Relations Specialist
Bank of America
07.2017 - 10.2021
Assistant Team Manager
Bank of America
07.2014 - 07.2017
Customer Service Representative
Bank of America
11.2012 - 07.2014
Bachelors Degree- Business Management/Human Resource Certificate -
University of Phoenix
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