Jamia Nardi

• Assists with HR related inquiries, including, but not limited to:
• Handles calls from employees with regards to Leave of Absences, Pay and Chat.
• Responds to routine questions from current and new employees with inquiries related to one or more of the following HR programs: Benefits, Leave of Absences, Pay practices, Retirement, Disability and Worker's Compensation.
• Escalates issues to appropriate resources to ensure resolution.
• Enters and retrieves data, and process basic Human Resources transactions utilizing Windows and Salesforce based tools.
• Partners with other work groups to assist with FMLA Intake processing
• Performs other related duties as assigned by Management Team.

• Identified and resolved problems through root cause analysis and research.
• Performed system analysis, documentation, testing, implementation, and user support for platform transitions.

• Assists with HR related inquiries, including, but not limited to: • Handles calls from employees with regards to Leave of Absences, Pay and Chat. • Responds to routine questions from current and new employees with inquiries related to one or more of the following HR programs: Benefits, Leave of Absences, Pay practices, Retirement, Disability and Worker's Compensation. • Escalates issues to appropriate resources to ensure resolution. • Enters and retrieves data, and process basic Human Resources transactions utilizing Windows and Salesforce based tools. • Partners with other work groups to assist with FMLA Intake processing • Performs other related duties as assigned by Management Team.

• Identified and resolved problems through root cause analysis and research.
• Performed system analysis, documentation, testing, implementation, and user support for platform transitions.

• Operated ACD/LAN systems to ensure continuous call volume flow
• Managed customer inbound and outbound calls effectively and efficiently in a complex, fast-paced and challenging call center environment
• Gathered and verified all required customer information for tracking purposes
• Resolved service, pricing and technical problems for customers by asking clear and specific questions
• Mastery of customer service management systems and databases
• Accurately documented, researched and resolved customer service issues
• Defused volatile customer situations calmly and courteously
• Acted professionally and patiently when addressing negative customer feedback
• Referred unresolved customer grievances to designated departments for further investigation
• Provided incentive to increase productivity by offering employees awards for best customer service
• Met or exceeded service and quality standards every review period
• Analyzed daily appointment capacity and prioritized as needed
• Assigned daily work load to Technicians and prioritized work as needed
• Assisted Technicians with creating trouble reports for unscheduled customers
• Routed new work as it came in to available qualified Technicians
• Supported Load Balance Managers with load adjustments to ensure productive and successful workload
• Received and handled Priority circuit level escalations from various work groups within AT&T
• Initiated Emergency call outs to qualified Technicians for after hours service outages on Priority circuits.