Hope Hall
Summary
Experienced Service Center Specialist with demonstrated history in customer service and operations management. Skilled in problem solving, handling high volume calls, and maintaining customer satisfaction levels. Have managed diverse teams, improved operational efficiency, and consistently met targets. Known for ability to multitask and adapt in fast-paced environments ensuring smooth workflow and enhanced productivity.
Overview
14
14
years of professional experience
Work History
HR Service Center Specialist
TheKey Management LLC
Remote
02.2024 - Current
- Serve as a first contact to provide customer service, answer and resolve team member questions by collecting, researching, and analyzing information while using thorough knowledge of HR policies, procedures, and internal HR Service Center processes
- Independently prioritize a high volume of incoming phone calls/texts, cases, and emails, utilizing a triage approach to work and resolve, escalate to the Senior HR Service Center Specialist, or refer the inquiry to a partnering department and/or HR Center of Excellence for subject-matter-expert resolution based on company process
- Coordinate resolutions in partnership with HR Centers of Excellence including Corporate Payroll, Benefits, Talent Acquisition, Learning and Talent Development, HRIS, Employee Relations and Compensation
- Log and track each customer interaction, including resolution, in the Freshservice case management system by detailing relevant details and information
- Explain HR issues (payroll, benefits) over the phone and within the Freshservice case management system using current federal and state laws as a guide
- Conduct transactions, data updates, and maintain records within Workday in an accurate and timely manner
- Perform various reports, tasks, special projects, and other duties as assigned
- May assist with facilitating new team member orientation sessions and orientation administration processes
- Participate in and share process improvements, building team efficiencies suggestions, and best practices during team huddles and training sessions
- Provided excellent customer service by responding to inquiries, resolving complaints and facilitating solutions.
- Maintained accurate records of customer interactions, transactions and comments.
- Performed daily administrative tasks such as data entry, filing and document management.
Staffing Manager/Care Giver Ambassador
TheKey Management LLC
Falls Church, VA
04.2023 - 02.2024
- Developed and maintained relationships with potential job candidates.
- Identified and filled temporary, contract, and permanent staffing needs for clients.
- Conducted interviews to evaluate applicants' qualifications and skills.
Human Resources Recruiter/Assistant
Vinson Hall Retirement
McLean, VA
08.2022 - 04.2023
- Posted and advertised open positions and assisting in the recruitment process
- Checking applicant references and initiating needed paperwork
- Conducted research and collected statistical information for preparing and analyzing the information for use in drafting new procedures and policies
- Maintained Applicant Tracking System
- Adopted and adapted to new technologies
- Maintained residents' rights and confidentiality at all times
- Assisted in the implementation of recruitment and retention under the direction of the Director of Human Resources
- Collaborated with the clinical directors and patient care services directors to define current staffing recruitment needs for patient care for specific patient populations throughout Vinson Hall
- Assured contact with applicants in a timely manner and keeps them informed of the hiring process
- Recruited screened, interviewed and referred qualified applicants to the appropriate managers
- Assured verification of licensure, certifications, or registration as appropriate
- Assured reference checks completed after authorization obtained
- Provide monthly reporting to the HR Director
- Performed administrative duties, such as maintaining employee files, facilitating new hire orientation as well as, assisting HR Generalist and HR Director with all processes
- Scheduled employment interviews with hiring manager
Scheduling Staffing Administrator
Lowe's Companies
Fairfax, VA
06.2019 - 08.2022
- Provided SMART customer service daily through Lowe's customer service policies, procedures and programs
- Administered COVID tracking-benefit hours and return to work
- Worked closely with Store Manager to edit and build associates schedules in Kronos to align with customer demand patterns and maximize scheduling effectiveness score in Workforce management dashboard
- Reviewed staffing planner to maintain staffing and scheduling related reporting
- Reconciled timecard, manages associate absences, and maintains records within scheduling system to support accurate payroll reporting, paid time off and COVID benefits
- Initiated job requisitions, reviews prospective candidates and update candidate's status in Lowe's career portal, schedule interviews and extend offers to candidates
- Administered Drug Screens, assists candidates with initiation of Background screen and monitors pre employment screens
- Facilitated new associates onboarding and orientation by verifying 1-9 forms and other information inHR systems, confirming start dates and preparing associate paperwork/materials
- Led associate engagement for the district - communication board updates, fun calendar, coordinating and executing
- Scheduled Associate Opinion Survey for each associate
- Coordinated and assisted with Performance Evaluations for managers
- Participated with interviews for entry-level candidates with the store leadership team
- Tracked training requirements for associates and managers to remain compliant
- Initiated Leave of Absences, Workers Compensations claims and assisted with benefits
- Assisted with salary negotiations with leaders when necessary through Pay rate advisors
- Assist with terminations, investigations and electronic corrective actions
Merchandising Service Associate
Lowe's Companies
Woodbridge, VA
03.2019 - 06.2019
Head Cashier
Lowe's Companies
Chantilly, VA
02.2019 - 03.2019
Receiving Clerk
Lowe's Companies
Vidalia, GA
07.2015 - 01.2019
Customer Service Representative
Northland Communications
Vidalia, GA
04.2011 - 07.2015
- Greeted customers in a warm manner via telephone or in person
- Provided information about services, process sales orders, cancel accounts
- Obtained details of customer complaints, recorded details of inquiries, complaints, comments and actions taken
- Resolved customer services issues or billing complaints by performing actions such as exchanging equipment and adjusting billing amount
- Assigned service orders to technicians and scheduled technicians to complete installations
- Provisioned equipment on customers' account to become active with services
- Maintained equipment inventory and performed monthly audits
- Kept records of customer interactions and transactions
- Created customer accounts by processing payment information and entering the data in WinCable and IBBX billing systems
Education
Business Administrative Technology Diploma -
Southeastern Technical College
Vidalia, GAMedical Administrative Assistant Diploma -
Southeastern Technical College
Vidalia, GAAdministrative Support Assistant,Medical Office Assistant,General Office Assistant
Southeastern Technical College
Vidalia, GAMedical Office Billing/Coding/Insurance, Interpersonal Relations,Professional Development, Intensive Records Management
Southeastern Technical College
Vidalia, GADiploma -
Vidalia High School
Vidalia, GASkills
- Skilled in employee engagement, training, and onboarding Self-motivated HR professional aspiring to grow and continue developing into a well-rounded HR leader
- Capacities to use Microsoft Office 365 Suite (Business Enterprise), Spend Management (Ordering and Accounting), Concur (Expenses), WorkDay (HRIS), BrassRing (Applicant Tracking System), Kronos (Timekeeping), and Payroll
- Logistics, inventory, data entry, audits, customer service, billing, learning management system, receiving, payroll
Timeline
HR Service Center Specialist
TheKey Management LLC
02.2024 - Current
Staffing Manager/Care Giver Ambassador
TheKey Management LLC
04.2023 - 02.2024
Human Resources Recruiter/Assistant
Vinson Hall Retirement
08.2022 - 04.2023
Scheduling Staffing Administrator
Lowe's Companies
06.2019 - 08.2022
Merchandising Service Associate
Lowe's Companies
03.2019 - 06.2019
Head Cashier
Lowe's Companies
02.2019 - 03.2019
Receiving Clerk
Lowe's Companies
07.2015 - 01.2019
Customer Service Representative
Northland Communications
04.2011 - 07.2015
Business Administrative Technology Diploma -
Southeastern Technical College
Medical Administrative Assistant Diploma -
Southeastern Technical College
Administrative Support Assistant,Medical Office Assistant,General Office Assistant
Southeastern Technical College
Medical Office Billing/Coding/Insurance, Interpersonal Relations,Professional Development, Intensive Records Management
Southeastern Technical College
Diploma -
Vidalia High School
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