Summary
Overview
Work History
Education
Skills
Timeline
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Carol Dickson

Lexington,SC

Summary

Strategic, people-focused professional with a solid foundation in employee support, coaching, and HR operations. Experienced in handling complex employee concerns, mentoring, and training new hires, and driving team effectiveness. I am passionate about aligning people strategy with business goals to enhance engagement, retention, and organizational culture. Known for building trust with cross-functional teams, supporting change management, and acting as a liaison between leadership and frontline teams. Actively transitioning into an HR Business Partner role, with proven success in employee relations, onboarding, and leadership development support.

Overview

39
39
years of professional experience

Work History

Care Solutions Specialist

Asurion
Nashville, TN
10.2021 - Current
  • Resolve an average of 50 plus escalated cases per week, ensuring prompt and empathetic support, while maintaining compliance with company policies and regulatory guidelines reinforcing best practices in employee solutions and issue resolution.
  • Collaborate cross-functionally to implement feedback-driven solutions that reduced repeat escalation rates by 20%, contributing to continuous improvement, and a more efficient resolution framework.
  • Provide high-touch support with a focus on customer advocacy, aligning service delivery with company values transferable to employee relations, conflict mediation, and HR service delivery strategies.

Peer Advisor

Asurion
Nashville, TN
11.2019 - Current
  • Facilitate leadership development by onboarding and training newly hired coaches (supervisors) on end-to-end claims processes and the strategic use of multiple systems, ensuring confident and capable front-line leadership.
  • Act as a trusted peer resource to new leaders, offering guidance on system utilization, workflow efficiency, and performance management aligned with business goals.
  • Collaborate with cross-functional teams to ensure training content met operational objectives, contributing to leadership readiness and reduced time-to-productivity.
  • Support succession planning by equipping supervisors with critical knowledge and decision-making tools essential for scalable, sustainable team leadership.

Office Manager

Federal Bureau of Investigation Headquarters
Washington, D. C.
07.1986 - 07.2006
  • Provided high-level administrative support to senior executives, including the Chief Inspector, ensuring efficient operations and effective communication across departments.
  • Managed executive calendars and coordinated meetings using Outlook, optimizing time management and scheduling for key leadership figures.
  • Advised staff on policies related to time and attendance for payroll, HR matters, travel expenses, and staffing, supporting smooth HR functions within the department.
  • Coordinated staff meetings, training sessions, and executive travel, demonstrating strong organizational and logistical skills critical for large, complex operations.
  • Reviewed and edited inspection reports for approval by the FBI Director, ensuring clarity, accuracy, and compliance with organizational standards.
  • Edited and reviewed outgoing communications for the Chief Inspector, ensuring professionalism and alignment with organizational tone.
  • Supported HR functions by posting job openings and processing employee time and attendance for payroll, contributing to recruitment and employee management.
  • Managed databases and created spreadsheets for scheduling inspections, demonstrating strong analytical and organizational skills.
  • Processed travel expense reports and conducted annual audits of attendance records, ensuring compliance with organizational policies and accurate financial tracking.
  • Trained and mentored lower-level secretaries, fostering professional development and ensuring consistent high-level administrative support across the department.

Education

Doctor of Business Administration -

Capella University
Minneapolis, MN

MBA -

Strayer University
Chamblee, GA

BBA -

Strayer University
Chamblee, GA

Associate of Applied Science -

West Wood College
Tucker

Skills

  • Employee Relations & Engagement
  • Talent Development & Coaching
  • Performance Management
  • Training & Onboarding
  • Conflict Resolution
  • HR Strategy Alignment
  • Organizational Development
  • Communication & Collaboration
  • Change Management Support
  • Problem Solving & Decision Making
  • Leadership Support
  • Team Building & Mentorship
  • Customer Experience & Advocacy
  • Cross-Functional Communication
  • Process Improvement

Timeline

Care Solutions Specialist

Asurion
10.2021 - Current

Peer Advisor

Asurion
11.2019 - Current

Office Manager

Federal Bureau of Investigation Headquarters
07.1986 - 07.2006

Doctor of Business Administration -

Capella University

MBA -

Strayer University

BBA -

Strayer University

Associate of Applied Science -

West Wood College

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Carol Dickson