Hi, I’m
MICHAEL-SHAWN TERRY
Marietta,GA
Summary
Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into HR initiatives. Strong communication and interpersonal skills, and committed to pursuing best practices related to employee development and engagement. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
years of professional experience
Work History
The Home Depot CorporateAtlanta , Georgia
Human Resources Manager
11.2022 - Current
Job overview
- Liaison between management and employees to deliver conflict resolution, alleviate problems, and interpret compensation and benefits policies.
- Partner with talent acquisition team to review and screen applicant resumes to identify qualified candidates, also assist with new associate onboarding process.
- Brief job applicants regarding responsibilities, benefits, and schedules to provide information regarding job specifications and logistics.
- Overseas, curate and develop, associate all associate engagement programming to include Heath & Wellness, Work Environment, Development, and Diversity Equity, and Inclusion.
- Coordinated employee grievances and disputes in timely and professional manner by finding constructive solutions.
- Identified and implemented appropriate strategies to increase employee satisfaction and retention.
- Reduced process gaps while supervising employees to achieve optimal productivity.
- Supported development of program materials to advance inclusion and diversity awareness, learning and action planning
The Home DepotAtlanta, GA
HR Contact Center Inquiry Supervisor
04.2018 - 11.2022
Job overview
- Supervised a team of 10 to 15 Services Contact Center Sales Associates whose responsibilities include building customer relationships, overseeing and improving customer and vendor relationships, processing customer payments, and meeting sales goals
- Collaborated with senior leaders to identify operational needs, establish metrics, and develop organizational structures
- Managed, administered, and assisted in execution of development and assessment programs and other operations processes
- Developed and executed contact strategies and improved end-to-end processes through project management.
- Directed, guided, coached and mentored team of 15 agents and surpassed individual and corporate goals.
- Supported business performance targets to drive improvements in sales and customer satisfaction levels
- Directly organized and supervised day-to-day operations and activities of the team to achieve key performance goals
- Point of escalation for transactions requiring advanced expertise or discernment to resolve complex customer issues and ensure timely follow-up and customer satisfaction.
The Home DepotAtlanta, GA
Real-Time Analyst
02.2017 - 04.2018
Job overview
- 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.
The Home DepotAtlanta, GA
Resolution Expediter
01.2015 - 02.2017
Job overview
- Took inbound communication from internal and external customers via telephone, letters, e-mail, and social networks
- Provided excellent customer service via active listening and professional communication
- Identified, categorized, and resolved root causes of customer issues, including technical support on installations and parts inquiries
- Identified problems that could not be resolved and escalated them to the appropriate leader within the department
- Took ownership of customer issues and provided complete end-to-end issue resolution by utilizing resources available.
Bank Of AmericaKennesaw, GA
Financial Crimes Analyst -Team Lead
03.2014 - 01.2015
Job overview
- Analyzed financial statements, bank records and government databases to identify fraud and other instances of financial crimes.
- Conducted preliminary investigations to confirm violations that occurred and obtained relevant documents and testimony from involved parties.
- Responsible for QUE distribution management, ongoing production and workflow efforts.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Meet monthly required coaching sessions to ensure team development.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
Education
Riverside High School , Belle, West Virgina
High School Diploma
Western Governor’s University, ONLINE
BS from Human Resource Management, Business Administration
05.2026
Skills
- Leadership Development
- Process Improvement
- Training development
- Project planning and development
- Financial Management
- Compensation and Benefits
- Employee Support
- Microsoft Outlook
- Microsoft Excel
- Employment Law
- Talent Management
- New Employee Orientation
- Policy Making and Enforcement
- Employee Morale Management
- Dispute Resolution
- Verbal and Written Communication
- Fraud Investigations
- Fraud Prevention and Detection
- Case Management
- Reporting
- Microsoft SharePoint
- Manager Coaching and Training
- Microsoft PowerPoint
- Performance Management Strategies
- File and Records Management
- Change Implementation
Timeline
Human Resources Manager
The Home Depot Corporate
11.2022 - Current
HR Contact Center Inquiry Supervisor
The Home Depot
04.2018 - 11.2022
Real-Time Analyst
The Home Depot
02.2017 - 04.2018
Resolution Expediter
The Home Depot
01.2015 - 02.2017
Financial Crimes Analyst -Team Lead
Bank Of America
03.2014 - 01.2015
Riverside High School
High School Diploma
Western Governor’s University
BS from Human Resource Management, Business Administration
Similar Profiles
Arlana BennettArlana Bennett
Executive Assistant/Officer at The Home Depot CorporateExecutive Assistant/Officer at The Home Depot Corporate
JACKLYN K. LAVENDERJACKLYN K. LAVENDER
HR Service Center Associate at The Home Depot CorporateHR Service Center Associate at The Home Depot Corporate
Robert MunozRobert Munoz
Merchandising Execution Team Supervisor at The Home Depot CorporateMerchandising Execution Team Supervisor at The Home Depot Corporate