MICHELE L FJELDSETH

Ensures the operational delivery of Human Resources inquiries and transaction resolution. Provides support for call center and chat inquiries, multi-Tiered support (including knowledge content and self- service transactions), and data administration for general maintenance. Delivers Human Resources
operational services to customers related to employee and manager self-service transactions, role based Human Resources content and knowledge base, search capabilities, access to Human Resources data and reports and access to Human Resources applications as well as some vendor files.
Principle Responsibilities
Daily Operations
Understands and be able to communicate Human Resources policies, processes, and procedures.
○
Responds to and resolve inquiries escalated to and from client interaction and transactions team utilizing subject matter expertise and specific content.
○
Executes Human Resources processes, using HCM technology, chat intake, case management, and telephony as applicable.
○
Coordinates and integrates with other functions (Information Technology, Legal, Finance, Payroll, Chain of Excellences, etc.) and external parties (e.g., vendors).
○
Enters data and complete multi-leveled transactions in appropriate systems.
○
Serves as liaison to Centers of Excellence and business unit Human Resources when inquiries require escalation.
○
Implements process and content changes in partnership with centers of excellence.
○
Recognizes continuous improvement opportunities and provide insight to HRConnect Leader.
•
Other duties as assigned

• Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
• Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
• Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
• Managed high call volume while remaining focused on delivering excellent customer experiences.
• Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.

• Properly directed inbound calls in phone queues to improve call flow
• Provided accurate and appropriate information in response to customer inquiries
• Demonstrated mastery of customer service call script within specified time frames
• Developed effective communication and negotiation skills to resolve delinquent accounts
• Utilized skin tracing methods such as reviewing Pacer for bankruptcy filings
• Lexis for current address/phone numbers to update account information
• Kept daily track of dollars collected for current delinquent team
• Recently transferred over to Corporate Collections Team

• Ran reports and supplied data to fulfill customer report requirements
• Built customer loyalty by placing follow-up calls for customers who reported product issues
• Assisted customers in researching availability of merchandise, generated and built sales via phone sales, extended warranties and store credit card
• Managed and designed daily phone log and accounting spreadsheets tracking store sales for District Management team
• Provided customer service backup

• Managed the process for handling and tracking security equipment
• Responsible for the collection of requested legal documents
• Coordinated equipment maintenance via Excel spreadsheet
• Scanned all legal documents and plans into Checkpoint Intranet System
• Office duties included maintenance of files, ordering parts and supplies, provide back-up support to administrative staff
• Special Projects as assigned