Maya Williams
Las Vegas,NV
Summary
Dedicated Human Resources professional with a focus on enhancing employee engagement, productivity, and development. Skilled in creating proactive and effective employee resources, training, and coaching. Seeking a Human Resources generalist position to leverage expertise in talent management, performance, benefits, and employee relations for driving organizational goals forward.
Overview
6
6
years of professional experience
Work History
Customer Service Lead
Superior Loan Servicing
10.2021 - 04.2024
- Advised and trained employees regarding HRIS features, including accessing pay information, managing timesheets, reviewing paid leave, and managing performance reviews
- Advised and counseled employees during the open enrollment and benefit election period, including managing selections in the HRIS and benefits portal
- Provided oversight for timekeeping and paid leave by advising employees on using HRIS systems such as Insperity, resulting in a 30% decrease in timecard discrepancies
- Implemented wellness and mental health guidance by informing employees of available benefits such as FMLA leave and the Employee Assistance Program (EAP)
- Managed the workload, workflow, and productivity of junior staff, providing development and coaching opportunities to surpass operational KPIs by 20%
- Facilitated employee performance and evaluation by collaborating with senior leadership to increase employee engagement by 20% and retain 90% of the workforce
- Defined and implemented operational policies, procedures, and practices for the customer service teams, leading to a 20% increase in customer trust and satisfaction
Client Care Professional (remote)
Bank of America
04.2020 - 09.2021
- Guided customers to increase their understanding of financial statements, billing statements, and account management in the self-service portal, leading to a 30% increase in customer satisfaction
- Managed sensitive personally identifiable information (PII) and financial data for thousands of customers, ensuring compliance with governing laws and regulations
- Oversaw the customer grievance process by navigating and resolving over 10 cases daily, leveraging dispute mitigation and mediation
- Managed and modified technical and operational workflows to ensure all operational goals and metrics are surpassed
Customer Care Expert
Select Portfolio Servicing
08.2018 - 04.2020
- Supported all customer concerns, inquiries, and troubleshooting needs, improving customer satisfaction and retention metrics
- Served as a liaison and subject matter expert for challenging customer service inquiries and complaints, partnering with over 20 departments to increase customer satisfaction
- Partnered with management to complete projects related to call center best practices, standard operating procedures, and training to improve performance and efficiency
- Oversaw the document management and data retention process, ensuring all documentation was accurate and secure
Education
Las Vegas Academy of International Studies And Performing Arts
Las Vegas, NVSkills
- Human Resources Management
- Performance Management
- Employee Relations
- Administration
- Sourcing and Recruitment
- Benefits Administration
- Personnel Information Management
- Professional Employer Organizations (PEOs)
- Document Management
- Project Management
- Pre-employment Screening
- Data Entry & Management
- Employee Support
- Metrics and KPIs
- Employee Customer Service
- HRIS
- Problem-solving
- Time management
- Friendly, positive attitude
Personal Information
Title: Human Resources Specialist
Timeline
Customer Service Lead
Superior Loan Servicing
10.2021 - 04.2024
Client Care Professional (remote)
Bank of America
04.2020 - 09.2021
Customer Care Expert
Select Portfolio Servicing
08.2018 - 04.2020
Las Vegas Academy of International Studies And Performing Arts
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