Latoya Shannon
Portsmouth,VA
Summary
Personnel Specialist offering 12 years of experience managing human resources teams to deliver compliance, personnel communication and workforce programs. Flexible and focused with expertise in recruitment and retention, mediation, staff training and development and complex problem resolution. Develops and implements HR strategies and initiatives aligned with overall business strategy.
Overview
10
10
years of professional experience
Work History
Personnel Specialist
USN
Norfolk, VA
09.2022 - Current
- Supported supervisors with employee performance management by recommending discipline and documenting in personnel files.
- Created and implemented benefits education sessions to inform staff of options and enrollment processes and procedures.
- Coordinated and monitored departmental operating budget to mitigate overages.
- Customized dashboards to track usage for productivity and performance of business centers and sales teams.
- Provided post-implementation support to assist end-users in creating reports, dashboards, and certain administration tasks.
- Utilized CRM software o import data from Excel sheets into leads, accounts, and contacts.
- Eliminated learning gaps and effectively instructed students utilizing wide variety of innovative teaching aids and motivational and implementation strategies.
- Facilitated group discussions and activities to ensure successful outcomes.
- Managed multiple projects simultaneously while maintaining quality standards.
Retention Supervisor
Charter Spectrum
Columbia, SC
09.2014 - 07.2022
- Generated reports summarizing key performance metrics such as average call time, first-call resolution rate.
- Developed and implemented strategies to improve customer retention rates.
- Adhered to scripted responses and standardized plans to address problems.
- Managed a team of Customer Service Representatives responsible for handling inquiries from existing customers.
- Coached customer service representatives on best practices for resolving customer complaints and issues quickly and effectively.
- Monitored customer service levels and implemented changes as needed.
- Conducted regular meetings with sales staff to discuss customer retention goals.
- Responded promptly and professionally to any escalated complaints from customers.
- Communicated regularly with senior management regarding progress towards achieving retention goals.
- Provided training sessions for employees on how to handle difficult conversations with customers regarding their accounts or billing issues.
- Resolved customer service or billing issues by exchanging merchandise, refunding money, or adjusting bills.
Education
Ph.D. - Business Administration And Management
Columbia Southern University
Orange Beach, ALSkills
- Pre-Employment Screening
- Candidate Sourcing
- Contract Negotiation
- Training development
- Organizational Development
- Data Analysis
- Retention management
- Human Resources Support
- Employee Relations
- Report Preparation
- Business Correspondence Writing
- Personnel Management
- Microsoft Office
- Customer Relationship Management
References
References available upon request.
Timeline
Personnel Specialist
USN
09.2022 - Current
Retention Supervisor
Charter Spectrum
09.2014 - 07.2022
Ph.D. - Business Administration And Management
Columbia Southern University