Janet Batchelor
CHARLOTTE,NC
Summary
Experienced Human Resources professional with a strong background in customer service. Seeking a role to leverage knowledge in payroll, benefits, qualified events, online tools, and leaves of absence. Excels at providing supervision and coaching to customer service staff, establishing rapport with team members. Demonstrates a proven commitment to employee training through diplomatic and friendly approach. Actively seeking a full-time position offering professional challenges to utilize interpersonal and problem-solving skills.
Overview
18
18
years of professional experience
Work History
Lead Human Resources Operations Representative
Wells Fargo Bank
2018.04 - Current
- Provided support for management in the day to day supervision of staff in a call center and acted as back up support for the team manager.
- Provided case management, resolved escalated customer service issues, supported the training and coaching of staff, monitored phone calls of staff and provided feedback, worked on special projects as needed.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Coached team members in techniques necessary to complete job tasks.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Gathered, organized and input information into digital database.
- Generated reports detailing findings and recommendations.
Human Resources Specialist 4
Wells Fargo Bank
2012.04 - 2018.04
- Successfully researched and resolved cases for team members involving Payroll, Policy & Procedure, Benefits, Qualified Events, Online Tools, and Leaves of Absence inquiries and issues.
- Handled cases returned from various domains to Team Member Care.
- Supplied Team Member Care Managers and Team Leads with feedback for their direct reports regarding cases and phone calls reviewed.
- Provided phone support to Customer Service Representatives to assist with their calls and handled calls from Team Members as needed.
- Filled in for Human Resources Delivery & Service Team Lead on leave of absence for approximately 5 months in 2016. Handled Team Lead daily responsibilities which included escalated phone calls.
- Recognized for achieving 100% Schedule Adherence, Team Excellence Award for contributions to cooperative efforts, Extraordinary Call of the Month Awards, and a Leadership Excellence Award for extraordinary people management skills.
- Led open enrollment periods for health insurance coverage options, assisting employees in making informed decisions regarding their benefits selections.
Human Resources Customer Service Representative 3
Wells Fargo Bank
2009.05 - 2012.04
- Answered phone inquiries from Team Members in the Human Resources Service Center pertaining to Payroll, Policies & Programs, Benefits, including Annual Benefits Enrollment, and Online Tools.
- Received numerous awards that includes achieving Perfect Quality Scores (score of 3/3), 100% Schedule Adherence, and recognition for Perfect Attendance.
Human Resources Specialist
Wachovia Bank, N.A
2008.10 - 2009.05
- Answered and resolved team member calls regarding inquiries and issues on Payroll as well as Policies and Procedures in a high call volume environment.
- Received various Shared Success Awards for exceeding expectations, focusing on efficiency, offering unmatched advice and expertise, and teamwork.
Customer Service Representative
Hewitt Associates
2006.03 - 2008.10
- Worked in a high call volume Call Center answering calls and resolving employee inquiries regarding Payroll, Policies and Procedures, and 401(k) for the client, Wachovia Bank, N.A.
- Handled escalated calls that were directed to the On Floor Supervisor Line as needed.
Education
Bachelor of Science - Marketing and Management
Appalachian State University
Boone, North Carolina05.1985
Skills
- Proficient in Human Resources tools such as Workday, HR ServiceNow, PeopleSoft, Time Tracker, Staff Management, & Online Recruiting
- Strong communication skills
- Self-motivated
- Quick learner
Timeline
Lead Human Resources Operations Representative
Wells Fargo Bank
2018.04 - Current
Human Resources Specialist 4
Wells Fargo Bank
2012.04 - 2018.04
Human Resources Customer Service Representative 3
Wells Fargo Bank
2009.05 - 2012.04
Human Resources Specialist
Wachovia Bank, N.A
2008.10 - 2009.05
Customer Service Representative
Hewitt Associates
2006.03 - 2008.10
Bachelor of Science - Marketing and Management
Appalachian State University
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