David Massey
La Vergne,TN
Summary
Proven ability to build strong relationships with excellent consulting and conflict management skills. Strong judgment to identify and anticipate client needs, making recommendations for implementation. Effective interaction with all organizational levels in a multicultural environment, building trusted relationships. Excellent analytical skills to interpret data, identify trends, and recommend multiple solutions. Strong organizational, motivational, communication, and problem-solving skills. Ability to function independently with minimal supervision in a matrixed, fast-paced environment. Basic knowledge and application of federal and state employment laws.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Employee Services Representative II
Ryder Systems
09.2023 - Current
- Receive incoming escalation calls from Tier 1 Contact Center Representatives, and from customers needing specialized assistance
- Process complex transactions, performing investigations escalated from /by Tier 1 Data Admin Representatives
- Resolve escalated telephone calls from Tier 1 support in a timely manner
- Diagnose and resolve critical transaction issues with the highest level of accuracy, accountability and reliability
- Exhibit positive attitude while communicating with all internal and external customers
- Must be flexible to work extended hours during the week based on volume, and possibly into the weekend, if required
- Extensive phone and email communications, with ability to multi-task
- Develop deep expertise and specialized knowledge in functional area to aid customer escalation calls
- Work independently under the direction of Employee Services Operations Manager
- Monitor work queues
- Identify areas for continuous improvement
- Required to meet productivity and accuracy standards as required
- Cross-train on other duties as assigned by management
- Flexibility to work overtime / extended hours, if required, in order to support operations during high-volume periods
Human Resources Employee Services Lead
Ryder Systems
02.2021 - 09.2021
- Serving as liaison between team members, Tier 2, CoE's,HRES Supervisors and Manager
- Training CCR/DAR on various topics
- Cross training within the CCR/DAR Team
- Identifying and sharing best practices
- On-boarding new representatives
- Updating CCS, DTP, SOP and other relevant resources
- Preparing Score Cards for Tier 1 Representative
- Extensive research and providing proper guidance to Tier 1
- Payroll intake, time and absence and leave intake
- Utilizing Snow, Workday and MyRyder Portal
Human Resources Employee Services
Ryder Systems
05.2020 - 02.2021
- Resolve employee inquiries and issues by utilizing contact center procedures, policy manuals, knowledge management system and other reference materials
- Document all employee inquiries and issues in the contact center case management application (i.e
- ServiceNow)
- Forward employee inquiries to Functional Specialists when specific, in-depth functional knowledge is required
- Notify the appropriate team member when updates to the knowledgebase are needed
- Identify unusual calling events or frequent employee issues and work with the Contact Center Supervisor or Operations Manager to suggest process, procedure and/or training improvements
- Suggest methods to update, simplify, or enhance processes, procedures, and technologies
- Participate in special projects as needed
- Perform other duties as assigned
Education
High School Diploma -
American Career College
02.2019
Skills
- Building strong relationships
- Consulting and conflict management
- Judgment and client needs anticipation
- Multicultural interaction and relationship building
- Data analysis and trend identification
- Interpersonal and communication
- Organizational and motivational
- Problem-solving
- Independent functioning
- Federal and state employment laws
Certification
Currently Studying For SHRM Certification
Languages
Spanish
Native or Bilingual
Timeline
Employee Services Representative II
Ryder Systems
09.2023 - Current
Human Resources Employee Services Lead
Ryder Systems
02.2021 - 09.2021
Human Resources Employee Services
Ryder Systems
05.2020 - 02.2021
High School Diploma -
American Career College
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