Summary
Work History
Education
Skills
Accomplishments
Community License
References
Timeline
Generic

CHRISTIAN GOSS

Smyrna,GA

Summary

Proactive servant leader accomplished in hiring, developing and motivating employees. Successful at building rapport at all levels and resolving issues smoothly.

Work History

HUMAN RESOURCES OPERATIONS SUPERVISOR

XPO
  • Effectively led and directed the work of 15 HR customer service professionals
  • Established customer service standards for various customer channels including email, cases, and calls
  • Developed policies, procedures, and strategies to manage the end-to-end workflow of customer interactions including the written responses, timeliness of responses, resolution, and satisfaction
  • Drove process improvement initiatives that contribute to long-term operational excellence and identify other business opportunities and/or improvements and initiatives
  • Created processes that allow for continuous improvement of new hire training and on-going employee development
  • Improved customer service quality results by evaluating and re-designing processes; monitoring and analyzing results; implementing potential changes
  • Defined and effectively managed department KPIs and metrics
  • Acted as day-to-day escalation point to provide functional and technical support to customers.

SUPPLY CHAIN SUPERVISOR

HOME DEPOT
  • Executed and successfully completed resolution surrounding any direct-to-customer delivery escalations
  • Clearly identified root cause to prevent future delivery issues and drive overall all process improvement
  • Spearheaded process improvement and created standard operation procedures for seamless issue resolution
  • Created an enjoyable work place by boosting team moral using team building exercise and encouraging consistent open discussions.

HUMAN RESOURCES QUALITY ANALYST

HOME DEPOT
  • Drove process improvement and created a workplace environment engulfed in positive culture
  • Increased associate relationships with HR partners by partnering with front line associates to solidify business processes
  • Processed Leave of Absence requests, Compensation adjustments, Transfers, Job data adjustments, Benefits Explanations, Terminations/New Hire Processing, and a variety of associate management functions including Payroll
  • Monitored HR Specialist to ensure that processes were completed properly and in a timely manner in accordance with State Compliances and Quality Standards.

TEAM SUPERVISOR

ALORICA
  • Provided quality assurance call monitoring and conducted enhancement sessions
  • Employee development & enrichment activities, relaying & enforcing client initiatives
  • Human resource administrative duties (payroll)
  • Performance monitoring, managing KPI's
  • Scheduling management enforcing company & client policies
  • Maintain training programs for employee on-going learning and development.

Education

Skills

  • Recordkeeping skills
  • Document evaluations
  • Event Planning
  • Planning and Organization
  • Client Relationship Management
  • Customer Service
  • Operations Management
  • Strategic Planning
  • Contract Management
  • Account Management
  • Client Retention
  • Client Relations
  • CRM Software
  • Policy writing

Accomplishments

  • NICE - Best customer experience Award - 2013 (won out of top Fortune 80 companies)
  • Technology Magazine - Best Implementation of Technology (2013)
  • ICMI - Best Use of Technology (2014)
  • QATC - Quality Professionals of the Year (2014)
  • GA Governors Innovation Award for Quality Methodology (2014)

Community License

  • Certified Notary Public
  • Licensed Life and Annuity Agent
  • Certified Tax Preparation Specialist

References

References available upon request.

Timeline

HUMAN RESOURCES OPERATIONS SUPERVISOR

XPO

SUPPLY CHAIN SUPERVISOR

HOME DEPOT

HUMAN RESOURCES QUALITY ANALYST

HOME DEPOT

TEAM SUPERVISOR

ALORICA

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