LASHUNDA SMITH
Richardson,TX
Summary
Focused senior Field Attendance Administrator known for handling job tasks with poise. Highly trained in all aspects of attendance and considered dedicated team player. Looking to take on a new role within our company where attention to detail and strong interpersonal skills is needed.
Overview
19
19
years of professional experience
Work History
Senior Field Attendance Administrator
AT&T U-verse
Richardson, TX
06.2015 - Current
- Responsible for all an Employee Discussion, Job Accommodations, FMLA, disability, and disciplinary action meetings with bargain employees under various Labor Contracts (Southwest, Midwest, West, Southeast, and National Internet Services) when adherence to AT&T attendance policy was not demonstrated or to recognize attendance sustainment
- Identified and analyzed patterns of benefit misuse associated with FMLA by analyzing INFOR data through the use of the SAP absence calendar.
- Evaluated Employee Attendance Report 1001 for Job Accommodation requests, including time off, at work accommodations, and transitional return to work.
- Utilized chronologies of past and present accommodations along with tracked hours worked versus hours accommodated to evaluate potential disruptions caused by time off requests.
- Ensure that any job accommodation (at work or time off) focuses on the intent of the job accommodation which is to ensure that the employee is able to provide regular and reliable attendance including performing all essential functions of the job
- Provide administrative support for the call centers by utilizing LeaveLink, Elink, INFOR, Workday and Excel for Reporting and Analytics, Corporate Compliance status, HR data, Payroll, Attendance Reporting, and CAPS
- Monitored emails, sorted mail and distributed correspondence accordingly.
- Provided general administrative support to staff members.
- Managed day-to-day office operations, ensuring efficient workflow and adherence to policies.
- Ensured compliance with health and safety regulations within the office environment.
- Supervised administrative staff, delegating tasks and managing workload distribution.
- Maintained positive working relationship with fellow staff and management.
Sr. Payroll Consultant
AT&T U-verse
Richardson, TX
04.2014 - 06.2015
- Audited and maintained payroll for 400+ unionized employees, adhering to distinct labor laws in separate regions
- Provided reporting to center management, helping decrease incidental overtime through identification of outliers.
- Managed FMLA requests for 400+ employees across three call centers.
- Assisted 3 attendance analyst II in proper coding of FMLA request and audits of FMLA entitlement.
- Monitored changes in labor costs due to collective bargaining agreements or other factors.
- Resolved complex pay issues related to tax filings, overtime payments, retroactive adjustments.
- Identified areas of improvement within the department that could enhance efficiency or reduce costs.
- Maintained confidential employee records in accordance with legal requirements.
- Managed payroll and time and attendance systems.
- Responded to employee inquiries regarding payroll and timekeeping.
- Confirmed attendance, hours worked and pay rates to properly post information in appropriate records.
Technical Customer Service- Manager
AT&T U-verse
Richardson, TX
09.2012 - 04.2014
- Led a team of 12-15 Tier II Technical Support Representatives for U-Verse Chronic Support to reduce repeat chronic customers by coaching to key behaviors that drive performance metric
- Prepared quality documentation written using clear and concise verbiage in a conversational format
- Executed coaching and development sessions utilizing Accelerated Service Promise Performance (ASPP), Coaching Tactics, Leadership Academy in order to drive results
- Created individual data driven tactical developmental plans
- Conducted remote and live call observations on bargained for employees to ensure quality of service and adherence to methods and procedures.
- Resolved customer complaints quickly and effectively.
- Conducted performance reviews and provided constructive feedback to staff members.
- Monitored service performance metrics to identify areas of improvement.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Guided department employees on changes from management.
- Adhered to customer service standards to foster satisfaction and retention.
- Motivated and supported employees to maintain low turnover.
Manager Customer Information Services
AT&T Customer Information Services
Jackson, MS
02.2006 - 09.2012
- Lead, coach, and develop 15-25 Information Services Assistants who are responsible for handling incoming directory assistance calls
- Adhered to Management System and Operating Control (MSOC) standards
- Managed and maintained attendance records via E-link and Call Center Administrator Tool
- Conducted daily analysis of team and office key metric
- Data analysis was used to determine coaching path
- Maintained and communicated company’s compliance training by ensuring that team members have access to the materials and are knowledgeable
- Monitored team member’s incoming calls for accuracy, efficiency, and courteously
- Created and maintained awards and recognitions programs
- Created and executed SMART action plans or performance improvement plans to correct and improve work performance and attendance
- Maintained and adhered to workforce management requirements to in order to ensure timely customer service
- Partnered with Communication Workers of America as well as handled grievance meetings and other CWA concerns.
Education
Master of Business Administration - Human Resource Management
American InterContinental University- Online
12.2017
Skills
- Strong Ethical Beliefs-Confidentiality
- Microsoft Office
- Diversity and Inclusion Management
- Critical Evaluation
- Employee Relations
- Timesheet Processing
- Employee Supervision
- Multiple Priorities Management
- Reporting and documentation
- Team Building and Leadership
- Documentation And Reporting
- Scheduling
- Administrative Support
- Team Collaboration
- Resourceful and Analytical
Accomplishments
- EOY Rating Extraordinary Impact 2018 thru 2020
- Performance Rating 2022 and 2023 Exceeds/ Excels
- Leadership Academy 2017-2020
- Delta Mu Delta International Honor Society in Business-2017
Timeline
Senior Field Attendance Administrator
AT&T U-verse
06.2015 - Current
Sr. Payroll Consultant
AT&T U-verse
04.2014 - 06.2015
Technical Customer Service- Manager
AT&T U-verse
09.2012 - 04.2014
Manager Customer Information Services
AT&T Customer Information Services
02.2006 - 09.2012
Master of Business Administration - Human Resource Management
American InterContinental University- Online
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