Clarence Merriweather
Human Resources And Case Management
North Wilkesboro,NC
Summary
Experienced leader with a passion for utilizing attention to detail, performance techniques, and results-driven mindset to support customer service. Skilled in liaising between My Home Renovator, Lowe’s, Amazon, customers/employees, and third parties. Dedicated to expanding knowledge of the business landscape. Leveraging 6 years of call center experience, 7 years of customer service expertise, and 6 years in management and leadership roles with a proven track record of exceeding targets. Equipped with human resource, quality analyst, and case management skills. Committed to continuous growth in management, customer service, and benefits administration.
Overview
12
12
years of professional experience
1
1
year of post-secondary education
12
12
Certifications
Work History
Sr Administrator BXT, (Benefits)
Amazon Corp.
04.2022 - 01.2025
- A Senior Benefits Administrator at Amazon is responsible for smooth delivery of global Benefits Administration Operations, with a focus on equity-stock compensation programs and ensuring Benefits operations objectives are met.
- They also help resolve employee queries, manage benefit policies, and support various benefit-related processes.
- Follow processes for SQL and other date driven metrics.
Case Manager DLS- ERC- My HR Live Support- Specialized Support Group
Amazon
04.2022 - 04.2024
- The DLS Case Manager provides case management for all types of leave of absence and disability life events.
- The DLS Case Manager is highly skilled in answering questions, understanding the employee’s situation, applying the appropriate benefits, responding to changing circumstances and needs, and paves the way for a connected and trusted case management experience.
- Case Managers are the single point of contact for an employee throughout an entire leave of absence or disability event.
- Follow processes for SQL and other date driven metrics.
HR Assistant II ERC Associate, DLS
Amazon
11.2021 - 03.2022
- The ERC Quality Analyst role is an advocate for service excellence in ERC DLS who supports the continuous learning and quality improvement of ERC DLS associates.
- It is primarily responsible for the audits of contacts and providing actionable, specific feedback to ERC DLS associates to assist them in their growth.
- Being a QA, part of my duties were to drive quality of service in the ERC through coaching and support sessions, tailoring their feedback conversations to the Amazon’s leadership principles and Employee Services tenets.
- Through contact auditing and analysis, I advocate for the customer experience, examine gaps and propose solutions.
- By using contacts data, I determine the effectiveness of team initiatives, help design and build content for training and the knowledge base.
- I play a pivotal role, as I am responsible for introducing new hires to Amazon’s culture, and work hand in hand with ERC DLS associates and Team Managers in driving quality in the ERC.
- Working as a QA, I facilitate ongoing refreshers to all ERC DLS associates, drive initiatives and programs to improve performance, and examines contact data to identify continuous learning needs.
Contact Center Supervisor
My Home Renovator
01.2020 - 02.2022
- As a Contact Center Supervisor for 2nd shift, my duties were to maintain shift coverage, needs of employees, and keeping the volume of metrics intact per policy.
- Managed appointment scheduling, escalations, and directly work with installers and customers.
- Reported to call center manager.
- Collected reports of the members of my team every day.
- Research and vet independent renovators and companies in local areas of the customer.
HR Assistant 2
Amazon
04.2021 - 10.2021
- As a Virtual HR Contact Center Associate that supports disability, leave, and accommodation, my responsibilities were to interact directly with Amazon employees in a way that builds trust by providing accurate information and resolving issues.
- As well, to ask probing questions to fully understand the issue, follow business processes with high attention to detail, use multiple resources effectively to find the right information and communicate effectively to the employee.
- A high degree of ownership, strong communication skills, and the ability to handle sensitive situations with care are essential tools I have gained from this position.
Dispatcher
Lowes Corporate
09.2017 - 03.2020
- As a Lowes Dispatcher, I am a liaison between delivery drivers, store associates, and customers.
- This position requires you to have a knowledge of store procedures, attention to detail, and superior customer service and de-escalation skills.
Medication Aide/CNA-Supervisor
Rose Glen Manor Assisted Living
10.2016 - 06.2017
- Provide medication assistance for residents in accordance with state regulations and Company policy including: pouring, preparing, assisting with administration, and documentation.
- Observe residents for changes.
- Accept responsibility for accurate medication counts and for security of the medication cart and medication.
- May be called upon to assist residents with activities of daily living, including bathing, dressing, grooming, toileting, eating, transferring, and mobility as needed.
- Respond to all resident needs and/or requests for care promptly, and provide or obtain assistance as necessary.
- Observe residents for changes in physical, emotional, mental or behavioral condition, unusual symptoms.
- Complete all documentation such as medication administration records, incident reports, change of condition reports, and behavior documentation as requested and in a timely manner.
Acute Care Technician 1
Synergy Drug and Rehabilitation
04.2016 - 10.2016
- Provide excellent care to the clients. Making sure the client were comfortable as they were withdrawing from drugs and alcohol.
RESIDENT CAREGIVER
THE VILLAGES OF WILKES
06.2015 - 02.2016
- Turn or reposition bedridden patients.
- Answer patient call signals, signal lights, bells, or intercom systems to determine patients' needs.
- Provide physical support to assist patients to perform daily living activities, such as getting out of bed, bathing, dressing, using the toilet, and standing, walking, or exercising.
- Review patients' dietary restrictions, food allergies, and preferences to ensure the patient receives an appropriate diet.
- Record vital signs, such as temperature, blood pressure, pulse, or respiration rate.
DEERFIELD RIDGE ASSISTED LIVING
06.2014 - 06.2015
- My key responsibilities were to provide exceptional quality care for the residents.
- Help make residents feel welcome and warmed.
- I had to learn, not just at my job, but outside of work to learn how to fully take care of Alzheimer's and dementia residents to ease their transitions.
Store Associate
America's Best Contacts and Eyeglasses
06.2013 - 08.2013
- Intake/ outtake of orders of glasses and equipment.
- Consult with public and sales.
Education
Nursing And Performance Arts
LEES MCRAE PRIVATE COLLEGE
Banner Elk, NC 08.2013 - 05.2014
High school diploma -
Cleveland Highschool
Clayton06.2013
Skills
Office management
Process improvements
Process updates
Recordkeeping expertise
Recordkeeping requirements
Meeting facilitation
Systems management
Systems oversight
IT resource use
Office leadership
IT resource integration
MS office
Customer service
Office administration
Problem-solving
Document management
Personable and approachable
Documentation and reporting
Team collaboration
Staff management
Mail handling
Employee supervision
Work Planning and Prioritization
Team building and leadership
Recordkeeping and file management
Scheduling
Multi-line phone systems
Supplies ordering
Decision-making
Administrative support
Project coordination
Continuous improvement
Record preparation
Schedule coordination
Executive support
Business administration
Technical support
Expense reporting
Flexible schedule
Document control
Attention to detail
Performance improvement
Expense monitoring
Deadline adherence
Technical documentation
Multiple priorities management
Operations management
Program management
Events coordination
Cross-functional collaboration
Financial oversight
Strategic planning
Goal setting
Program leadership
New hire onboarding
Project management
Timesheet processing
Information management
Program oversight
Contract administration
Relationship development
Business development
Contract processing
Data confidentiality
Bookkeeping
Resource optimization
Network administration
Policy writing
Operations oversight
Stakeholder relations
Budget development
Presentation creation
Resourceful and analytical
Proposal evaluation
Time management
Data entry
Client communication
Verbal and written communication
Payroll administration
Task delegation
Performance monitoring
Risk management
Data analysis
Stakeholder engagement
Conflict resolution
Process improvement
Calendar management
Policy implementation
Report generation
Certification
Benefit Administration Experience
Timeline
Sr Administrator BXT, (Benefits)
Amazon Corp.
04.2022 - 01.2025
Case Manager DLS- ERC- My HR Live Support- Specialized Support Group
Amazon
04.2022 - 04.2024
HR Assistant II ERC Associate, DLS
Amazon
11.2021 - 03.2022
HR Assistant 2
Amazon
04.2021 - 10.2021
Contact Center Supervisor
My Home Renovator
01.2020 - 02.2022
Dispatcher
Lowes Corporate
09.2017 - 03.2020
Medication Aide/CNA-Supervisor
Rose Glen Manor Assisted Living
10.2016 - 06.2017
Acute Care Technician 1
Synergy Drug and Rehabilitation
04.2016 - 10.2016
RESIDENT CAREGIVER
THE VILLAGES OF WILKES
06.2015 - 02.2016
DEERFIELD RIDGE ASSISTED LIVING
06.2014 - 06.2015
Nursing And Performance Arts
LEES MCRAE PRIVATE COLLEGE
08.2013 - 05.2014
Store Associate
America's Best Contacts and Eyeglasses
06.2013 - 08.2013
High school diploma -
Cleveland Highschool