MICHAEL-SHAWN TERRY
Smyrna ,GA
Summary
Dynamic Human Resources Manager with a proven track record at The Home Depot, excelling in talent acquisition and conflict resolution. Spearheaded employee engagement initiatives, boosting retention rates significantly. Skilled in process improvement and effective communication, fostering a collaborative workplace that enhances productivity and employee satisfaction.
Overview
10
10
years of professional experience
Work History
Human Resources Manager
The Home Depot Corporate
Atlanta , Georgia
11.2019 - 01.2025
- Facilitated conflict resolution by serving as liaison between management and employees.
- Collaborated with talent acquisition team to review resumes and identify qualified candidates.
- Guided job applicants on responsibilities, benefits, and schedules to clarify job specifications.
- Oversaw development of associate engagement programs, including Health & Wellness and Diversity initiatives.
- Managed employee grievances and disputes, delivering constructive solutions promptly.
- Implemented strategies that enhanced employee satisfaction and retention rates.
- Minimized process gaps, ensuring optimal productivity among supervised employees.
- Contributed to program materials promoting inclusion and diversity awareness and action planning.
- Handled sensitive employee and company information with highest level of confidentiality and discretion.
- Managed delivery of customer-focused HR services to company to increase hire rate and reduce churn.
HR Contact Center Inquiry Supervisor
The Home Depot
Atlanta, GA
04.2018 - 11.2019
- Supervised 10 to 15 Services Contact Center Sales Associates to enhance customer relationships.
- Monitored and improved team performance to exceed individual and corporate sales goals.
- Collaborated with senior leaders to identify operational needs and establish performance metrics.
- Managed execution of development programs and operational processes for efficiency improvements.
- Developed contact strategies and optimized end-to-end processes through effective project management.
- Served as point of escalation for complex transactions, ensuring timely resolution and customer satisfaction.
- Maintained accurate records of employee performance, attendance, and disciplinary actions.
- Conducted regular productivity assessments to identify areas for improvement.
Real-Time Analyst
The Home Depot
Atlanta, GA
02.2017 - 04.2018
- Managed real-time daily customer experience in service contact centers, including the management of inbound and outbound performance levels, abandon rates, and intra-day reporting
- Provided updates on revenue targets to divisional operations management
- Worked closely with workforce management team members to understand developing trends, adjusted planning, and utilized various tools to balance workload and cost factors
- Monitored and acted on real-time service levels for multiple groups using Avaya CMS and provided reporting to specific lines of businesses
- Communicated with operations management to decrease wait times and abandon rates.
Resolution Expediter
The Home Depot
Atlanta, GA
01.2015 - 02.2017
- Managed inbound communications from internal and external customers through various channels.
- Delivered exceptional customer service by employing active listening and professional communication.
- Identified, categorized, and resolved root causes of customer issues, including technical support inquiries.
- Escalated unresolved issues to appropriate departmental leaders for further action.
- Took ownership of customer issues, ensuring complete end-to-end resolution utilizing available resources.
- Responded promptly and professionally to emails, phone calls, and letters from customers.
- Monitored progress on open cases until satisfactory resolution was achieved.
- Maintained detailed records of all conversations with customers and their resolutions.
Education
BS - Human Resource Management, Business Administration
Western Governor’s University
ONLINE05-2026
High School Diploma -
Riverside High School
Belle, West Virgina Skills
- Talent acquisition and recruitment
- Customer service and relations
- Conflict resolution strategies
- Leadership development and training
- Process improvement methodologies
- Training design and delivery
- Project planning and execution
- Team building initiatives
- Employee training and onboarding
- Effective communication skills
- Human resources processes
- Employee engagement strategies
- Multitasking abilities
- Interpersonal communication skills
- Performance management systems
- Orientation and onboarding preparation
- Performance metrics analysis
- Recruitment oversight and strategy
- Career development programs
- Staffing optimization techniques
- Talent management practices
- Employment verification processes
- Change management
- Employee relations
References
References available upon request.
Timeline
Human Resources Manager
The Home Depot Corporate
11.2019 - 01.2025
HR Contact Center Inquiry Supervisor
The Home Depot
04.2018 - 11.2019
Real-Time Analyst
The Home Depot
02.2017 - 04.2018
Resolution Expediter
The Home Depot
01.2015 - 02.2017
BS - Human Resource Management, Business Administration
Western Governor’s University
High School Diploma -
Riverside High School
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