Micah Walker

• Delivered high quality customer experiences by handling complex inbound phone calls to include: retention calls, emails, chat sessions, and texts from customers, agents, third parties, and business partners who are inquiring about products or services via online
• Used support tools to review documentation & troubleshoot online or software issues daily
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
• Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
• Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
• Met customer call guidelines for service levels, handle time and productivity.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded proactively and positively to rapid change.

• Maintained/Updated Credentialing files to ensure compliance and that Credentialing packets are signed & electronically uploaded accurately
• Ensured Employee Personnel files are accurate and adds updated information to said files, along with transferring them to Terminated files when needed
• Managed and acquired proof of employee completion of I-9 to submit to ADP for State/Federal Compliance procedures
• Assisted with New Hire Orientation, Training, and interviews.
• Established recruiting requirements by studying organization plans and objectives and meeting with managers to discuss hiring needs
• Processed FLMA/STD/LTD requests as needed & updating excel spreadsheets weekly
• Successfully managed tight deadlines by skillfully balancing limited timeframes against available human capital while still achieving quality results.
• Optimized resource allocation by assessing project requirements and assigning appropriate personnel.
• Implemented resource management software to centralize information and improve overall visibility into project progress.
• Fostered a culture of continuous improvement within the organization through regular review meetings focused on optimizing processes related to resource management.
• Established strong relationships with key stakeholders across various departments, fostering collaboration and smooth cooperation on projects.

Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.

• Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
• Assisted in payroll processing to ensure timely delivery of paychecks to all employees.
• Supported talent acquisition efforts by screening resumes, scheduling interviews, and performing reference checks for prospective candidates.
• Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
• Work closely with our HR Coordinator and assist with any projects, using UltiPro and SuccessFactors Systems for New Hires.
• Answered and redirected incoming phone calls for office.
• Maintained compliance with federal and state labor laws by conducting regular audits of HR practices and documentation.
• Collaborated with department managers on workforce planning strategies to identify staffing needs within their teams accurately.

• Efficiently navigate between multiple systems to resolve complex customer concerns as it relates to one or more products or services
• Uncovered customer wants, interests, and needs in each customer interaction to effectively save the product and offer additional products and services
• Demonstrated self-sufficiency through utilizing various support tools to research and resolve complex customer issues in a virtual setting
• Utilized virtual communication tools to engage your manager or support team for assistance
• Remained proficient in explaining customer bills as well as managing billing, rate plan and feature matters for one or more products or services
• Performed basic troubleshooting for one or more products or services.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.

• Answered incoming calls, documents and distribute messages to staff
• Contact person for payment requests, office supply orders and event scheduling.
• Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
• Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
• Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
• Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
• Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.

• Served as point of person for maintenance, mailing, billing and residents
• Draft/Finalize relevant project documents including contracts, change orders, payment applications and purchase orders
• Organized and scheduled meetings for employees while providing general office support to staff and visitors
• Increased new resident referrals by over 50% through implementation of new procedures.
• Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
• Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
• Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
• Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
• Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
• Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
• Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
• Increased customer satisfaction by developing effective client feedback system that led to service improvements.
• Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.

• Provided administrative support by managing office supply inventory and outbound orders to vendors
• Informed applicants of hiring procedures and recruiting needs to assist in appropriate placement of qualified candidates
• Spearheaded a project to correct data for over 5,000 employees for a project duration of 6 weeks.