Melissa R Williams
Brooklyn,New York
Summary
Experienced Human Resources professional with over 13 years of experience in educational institutions. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
14
14
years of professional experience
Work History
Call Center Data Integrity Analyst - HR Connect
NYC Department Of Education
12.2021 - Current
- Mentor and coached team members on QA topics and strategies.
- Educate team members on the importance of data integrity, fostering a culture of accountability and accuracy.
- Test software applications and systems to identify enhancement opportunities.
- Report progress, test metrics and results to project stakeholders.
- Provide real-time coaching, guidance and feedback to customer service agents to achieve development goals
- Analyze customer feedback to identify improvement opportunities and develop action plans
- Collaborate with Support Team and DHR on training sessions throughout NYCPS
- Cultivate interpersonal skills by building positive relationships with others
Knowledge Associate - HR Connect
New York City Department Of Education
04.2019 - 12.2021
- Utilize exceptional writing, editing and proofreading skills to produce informative and error-free content in HR Connect Knowledgebase for Call Center and public-facing portal use.
- Build relationships with Subject Matter Experts(SMEs) and collaborate on content updates.
- Fulfill customers' escalations and content requests from Call Center staff.
- Monitor and respond to customer inquiries sent to HR related email accounts as needed.
- Retrieve call recordings and screen for appropriate HR Connect content use per request.
- Collaborate with HR Connect Managers and Trainers to write and publish Call Center policies and procedures.
- Monitor Knowledge Services' content for accessibility compliance.
- Enhanced policy comprehension by translating complex regulations into easily digestible written content.
Call Center Team Lead - HR Connect
New York City Department of Education
10.2013 - 04.2019
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style
- Investigated and resolved customer inquiries and complaints quickly
- Responded to team support questions quickly to maintain call center efficiency
- Sought ways to improve processes and services provided
- Collaborate with Civil Service Unit and Department of Citywide Administrative Services to facilitate interviews and recruitment of Call Center agents
- Provide feedback to DCAS Test Validation Board in order to determine the validity of appeals requests
- Manage and develop Call Center staff to provide accurate and quality service to customers
- Propose ideas for staff development and training of Call Center agents.
- Perform operations research in order to implement scheduling decisions
- Collaborate with subject matter experts to obtain detailed information
- Review statistical Call Center reports to determine employee performance
- View and update employee data using New York City Automated Personnel System (NYCAPS), Employee Information System, Right Now, Siebel, Applicant Gateway, Personnel Eligibility Tracking System (PETS) and Self-Service Online Leave Application System (SOLAS).
Customer Information Representative - HR Connect
New York City Department of Education
01.2011 - 11.2013
- Answer Department of Education employees/ applicants' inquiries with speed and efficiency, averaging 60 calls per shift.
- Furnish email requests to supervisors regarding customer's concerns.
- Provide Department of Education guidelines and practices to employees/applicants by utilizing Siebel, NYCAPS and Employee Information System(EIS).
- Assist customers with completing onboarding materials, and answer employee inquires in HR Connect Customer Service Center as assigned.
Education
Master of Business Administration (MBA) - Business Management and Leadership
Western Governors University
Salt Lake City, UT04.2019
Bachelor of Arts - English
Bernard Baruch College
New York, NY05.2013
Skills
- Proficiency in Human Resources CRM's and development of Knowledgebase Systems
- Over 8 years' Call Center experience including use of Avaya Contact Recording and Quality Monitoring System
- Excellent verbal, listening, problem solving and coaching skills
- Proficiency in Microsoft Office, NYCAPS, EIS, Applicant Gateway, SOLAS and Personnel Eligibility Tracking System (PETS)
References
References
References are available on request.
Timeline
Call Center Data Integrity Analyst - HR Connect
NYC Department Of Education
12.2021 - Current
Knowledge Associate - HR Connect
New York City Department Of Education
04.2019 - 12.2021
Call Center Team Lead - HR Connect
New York City Department of Education
10.2013 - 04.2019
Customer Information Representative - HR Connect
New York City Department of Education
01.2011 - 11.2013
Master of Business Administration (MBA) - Business Management and Leadership
Western Governors University
Bachelor of Arts - English
Bernard Baruch College
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