Summary
Overview
Work History
Education
Skills
Timeline
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Katana Kelley

Summary

Successful human resource candidate with expertise in QA, training and office administration. Adept at building and maintaining positive relationships with employees and management. Strong organizational and time management skills. Committed to adhering to relevant laws and regulations.

Overview

22
22
years of professional experience

Work History

HR Generalist

Caregivers INC
07.2023 - Current
  • Streamlined HR processes for increased efficiency and reduced administrative workload.
  • Enhanced workplace culture by promoting diversity, inclusion, and open communication initiatives.
  • Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
  • Processed new employees and termed existing employees into and out of HRIS.
  • Maintained employee information by entering status change data and uploading documents to employees' files.
  • Answered and redirected incoming phone calls for office.
  • Responded to employee inquiries regarding benefits and other HR topics.

HR/Administrative Assistant

Randstad USA
10.2017 - 07.2023
  • Efficiently managed personnel files, ensuring all documents were up-to-date and in compliance with legal requirements.
  • Acted as a reliable point of contact for employees seeking information on company policies, benefits, or general HR matters.
  • Contributed to a positive company culture by planning engaging team-building events and activities.
  • Enhanced onboarding experience for new hires through well-organized orientation sessions and timely completion of paperwork.
  • Assisted managers in handling employee relations issues through thorough documentation, investigation, and mediation when necessary.
  • Organized new employee orientation schedules for new hires.
  • Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.

HR Assistant/Customer Service Trainer/QA Analyst

Mobile X USA
02.2016 - 09.2017
  • Documented human resources records and maintained confidentiality of sensitive personal information.
  • Responded to inquiries by answering telephone calls, in-person questions and emails.
  • Maintained office supplies, distributed mail and processed invoices for payment.
  • Developed training materials to facilitate consistent onboarding experiences for new hires across departments.
  • Collaborated closely with department heads to identify key skills gaps within their teams, supporting targeted training initiatives.
  • Organized company-wide events to foster a positive work culture and enhance employee engagement.
  • Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
  • Organized new employee orientation schedules for new hires.
  • Set up orientations and initial training for new employees.
  • Created a positive learning environment by fostering open communication and constructive feedback during training sessions.
  • Provided expert guidance on company policies and procedures, ensuring proper adherence among all customer service representatives.
  • Provided coaching and mentoring to employees.
  • Established and maintained quality control standards.
  • Developed training materials, SOPs and work instructions to supplement new team member onboarding.
  • Provided call quality coaching/training by conducting one-on-one focus coaching sessions with agents.
  • Responsible for assessing strengths and weakness to over 20 trainees per class.

Customer Service Representative

Gemmy Industries
08.2015 - 01.2016
  • Handled customer inquiries and suggestions courteously and professionally.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Customer Service Representative

Teleperformance
09.2014 - 08.2015
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.

Customer Service Representative

First American Payment Systems
08.2005 - 03.2011
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Responded to customer requests for products, services, and company information.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Customer Service Representative

Fidelity Investments
04.2002 - 07.2005
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Updated account information to maintain customer records.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Education

No Degree - Social Work

Tarrant County College District
Fort Worth, TX

Skills

  • HR policies and procedures
  • Onboarding and Orientation
  • Employee Counseling
  • Background Checks
  • Microsoft Office
  • New Hire Orientation
  • New Hire Onboarding
  • Time Management
  • Meticulous to Detail
  • HRIS
  • Active listening skills
  • Quality Auditor

Timeline

HR Generalist

Caregivers INC
07.2023 - Current

HR/Administrative Assistant

Randstad USA
10.2017 - 07.2023

HR Assistant/Customer Service Trainer/QA Analyst

Mobile X USA
02.2016 - 09.2017

Customer Service Representative

Gemmy Industries
08.2015 - 01.2016

Customer Service Representative

Teleperformance
09.2014 - 08.2015

Customer Service Representative

First American Payment Systems
08.2005 - 03.2011

Customer Service Representative

Fidelity Investments
04.2002 - 07.2005

No Degree - Social Work

Tarrant County College District

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Katana Kelley