CHEREE ROLLINS
Houston,Texas
Summary
As a dedicated and highly organized People Operations Generalist with an MBA in Human Resource Management, I bring a strong sense of commitment and reliability to my work. My experience in onboarding, performance management, employee engagement, and compliance, coupled with my adeptness at maintaining accurate employee records, managing HR systems, and ensuring adherence to federal and state employment laws, reassures you of my reliability. I have a proven ability to handle sensitive information responsibly and foster a positive workplace culture. My skills in data analysis using Excel and Google Sheets, which I use to support People Operations goals and business objectives, instill confidence in my ability to contribute to the organization's success.
Overview
26
26
years of professional experience
2
2
years of post-secondary education
Work History
In Home Sales Expert
Asurion Wireless Insurance
03.2022 - Current
- She maintained authentic relationships with customers, delivering in-person device setup and tech support for customers' smartphones, tablets, and other consumer electronics and servicing devices within 24 hours of a filed claim.
- Educated customers about product features and benefits to aid in selecting the best options for each needed customer.
- Achieve an average of 98% CSAT (customer satisfaction) goal each quarter and maintained a 97% customer satisfaction survey rating with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Meet sales and service goals monthly, metrics reporting, and grow from feedback and coaching
- Motivated and trained new hires across multiple business units to promote cross-collaboration .to meet and exceed sales goals through positive reinforcement
Sortation Associate
Amazon.Inc
10.2021 - Current
- Scan packages with an RF scanner gun and sort packages for delivery, ensuring customers receive their boxes promptly.
- Induct 1,400 packages per hour into the building, move containers safely and efficiently in and out of loading dock areas, and replenish products to meet established company production and service levels.
- Communicated with customers to assess and address individual needs, verify addresses for improperly labeled and missing labels, problem solve and provide timely and quality support via Apollo systems.
- Printing labels and repackaging damaged items received materials to prepare them for shipment. I have maintained high-level work standards achieving 95% accuracy in sorting and processing.
- Previously on the DHO5 safety team and currently on the DH08 safety team, ensuring all associates work in a safe & hazardous-free environment.
Travel Agent
Elite Dreams Travel
05.2017 - Current
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships due to excellent listening and research skills and a keen understanding of travel budgets.
- I arranged travel accommodations for groups, couples, executives, and special needs clients.
- I Communicated with customers to assess and address individual needs, providing timely and quality support.
- Responded to clients' questions and inquiries via phone and email.
- Assist and guide clients with determining their needs and advising them on proper destinations, travel insurance cell usage, currency modes of transportation, and travel dates.
- Captured travel-related information into the VAX reservation system, created excel spreadsheets for all daily reports, supervised payments via credit and debit cards, and handled sensitive information with professionalism and discreteness.
Independent Contract Driver / Trainer
Jaguar / Drop Off Delivery
01.2009 - 10.2021
- Delivered goods and products to customers on time and in excellent condition.
- Worked flexible hours; night, weekend, and holiday shifts.
- I communicated with customers to assess and address individual needs, providing timely and quality support via Thryv systems.
- Printing labels, completing air bills, and packaging materials to get them ready for shipment.
- I Trained over 50 employees on route planning, quality assurance, efficient technology use, and how to develop and strengthen team building in a high-stress time-sensitive environment.
- Enrolled in yearly training to comply with Smith System training, OSHA, Hazmat and Hazmat Security, HIPAA, and Bloodborne Pathogens.
Program Liaison /Area Supervisor
Treasured Ones
02.2009 - 09.2020
- Guided a team of 45 that identified gaps and opportunities for improvement. Worked from home for seven months, managing daily activities of a Medicaid waiver program.
- Collaborated with key stakeholders and business partners to ensure quality systems providedaline of sight to the highest priority quality issues and needs
- Reviewed and processed payroll-related actions to drive data accuracy and comply with company policy and federal and state regulations.
- She adhered to budget requirements with excellent planning and consistent expense monitoring. I have completed data entry tasks in the Anasazi and Care System accurately and efficiently.
- I developed and maintained training materials and benefits packets for new hires.
- Tracked project and team member performance closely to intervene in mistakes or delays quickly.
- Oversaw staff development through in-depth training, workshops, seminars and other learning opportunities.
Family Case Manager 2 / Interim Supervisor
Indiana Department Of Child Services
11.2004 - 12.2008
- Managed 50+ cases, investigated alleged abuse and neglect complaints, monitored and evaluated foster homes to ensure the children in need of service were met, prepared court documents and individual care plans, and testified in court as necessary.
- She has conducted community workshops to promote programs and educate the public on available services.
- Referred families to shelters, legal resources, and educational programs.
- She proved successful working within tight deadlines and a fast-paced atmosphere.
- Compiled data and reviewed information for accuracy before input into the ICWIS system.
- Supervised a team of 10 as needed, directed, mentored, supported, and advised workers in dealing with presenting problems and high-risk issues: reviewed charts, notes, and case reports providing edits, guidance, and direction.
- Developed and created programs and monitored effectiveness against individual participant needs.
Postal Clerk
United States Postal Service, USPS
05.1998 - 11.2004
- Sorted mail according to size, shape, and destination.
- Operated POS system to itemize and complete over 100 customer purchases daily.
- Maintained thorough knowledge of products, sales, and promotions to give customers accurate pricing upon purchasing.
- Reviewed order data to verify transactions, weight, destinations, shipping dates, and costs based on classification.
- Assisted customers in completing and submitting forms to update addresses or report lost and stolen mail.
- Tracking packages with customer tracking numbers, processing insurance claims, and passport application documents.
- Upsold postal services like insurance and tracking. sold stamps, gift cards, and money orders to customers and counted bills and changes to avoid errors.
Education
MBA - Human Resources Management
Louisiana State University At Shreveport
Shreveport, LA 03.2022 - 07.2024
Bachelor of Science - CRIMINAL JUSTICE
Trine University
Angola, IN05.2004
Skills
- Product and Service Knowledge
- Problem-Solving Strengths
- Customer Service and Assistance
- Training and Development
- Chat Support
- Policies & Procedures
- Conflict Resolution
- Data Entry
- Strategic Planning
- KPIs (AHT, QA, CSATs)
- Collaborations
- Customer Service And Support
- Client Satisfaction
- Managing Employee Relations
Timeline
MBA - Human Resources Management
Louisiana State University At Shreveport
03.2022 - 07.2024
In Home Sales Expert
Asurion Wireless Insurance
03.2022 - Current
Sortation Associate
Amazon.Inc
10.2021 - Current
Travel Agent
Elite Dreams Travel
05.2017 - Current
Program Liaison /Area Supervisor
Treasured Ones
02.2009 - 09.2020
Independent Contract Driver / Trainer
Jaguar / Drop Off Delivery
01.2009 - 10.2021
Family Case Manager 2 / Interim Supervisor
Indiana Department Of Child Services
11.2004 - 12.2008
Postal Clerk
United States Postal Service, USPS
05.1998 - 11.2004
Bachelor of Science - CRIMINAL JUSTICE
Trine University
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