MICHELLE HILL
Killeen,TX
Summary
To secure an Administrative, Customer Service and/or Human Resource position with increased responsibility for continued professional growth to apply to business acumen and personal skills.
Overview
13
13
years of professional experience
Work History
MHS Quality Assurance Specialist
WinnCompanies
08.2024 - Current
- Monitor teams’ channels to provide support and resolve discrepancies
- Monitor trends and anomalies to provide training and update policies for team members and on-site management
- Collect and record data to ensure accuracy, completeness, and provide corrections to help avoid future errors and ensure policy standards are being met
- Streamline new ideas to help better improve quality and functions of day-to-day operations
- Perform call monitoring, evaluation, and feedback
- Perform quality checks and audits of inbound and outbound calls to ensure adherence to polices and procedures
- Screen resumes and assist in conducting interviews to select new hires.
MHS Regional Supervisor
WinnCompanies
04.2023 - 08.2024
- Oversaw support of 4 customer service coordinators
- Effectively supervised day to day front-end operations of busy customer service department
- Implemented customer satisfaction goals to company standards to better customer service needs
- Trained and mentored customer service coordinators
- Provided accurate and professional customer service to residents and technicians
- Monitored calls for quality assurance to provide feedback of metrics
- Aided assistance to team members and answered questions in timely manner using support channels
- Improved regional performance by implementing streamlined processes and efficient management strategies
- Evaluated team performance regularly, providing guidance for continuous improvement and goal achievement
- Fostered a positive working environment through proactive conflict resolution measures and consistent recognition of staff achievements
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Proficient in using Salesforce, YARDI, and Talk desk.
MHS Customer Service Coordinator
WinnCompanies
05.2022 - 04.2023
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions
- Actively listened to customers, handled concerns quickly and escalated major issues to the supervisor
- Maintained and managed customer files and databases
- Scheduled resident work orders based on priority and urgency
- Proficient in using Salesforce, YARDI, and Talk desk.
Human Resources Specialist
DOD U.S Civilian
11.2019 - 12.2021
- Reviewed all documents for completeness and accuracy, identifying and resolving discrepancies and providing timely and courteous customer service
- Independently researched, analyzed, and interpreted instructions, directives, regulations, standards, and pamphlets
- Provided primary customer support to internal and external customers in fast-paced environment
- Conducted thorough research using diverse resources to assist professional staff with routine and special project tasks
- Interacted with customers professionally by phone, email, or in-person to provide information and directed to desired staff members
- Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
Human Resources Specialist
SKYLINE
10.2018 - 08.2019
- Reviewed all documents for completeness and accuracy, identifying and resolving discrepancies and providing timely and courteous customer service
- Independently researched, analyzed, and interpreted instructions, directives, regulations, standards, and pamphlets
- Provided primary customer support to internal and external customers in fast-paced environment
- Conducted thorough research using diverse resources to assist professional staff with routine and special project tasks
- Interacted with customers professionally by phone, email, or in-person to provide information and directed to desired staff members
- Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
Human Resources Specialist (42A)
U.S. Army
09.2011 - 02.2017
- Effectively managed and completed over 800 personnel actions and various additional administrative tasks
- Possessed proficiency and knowledge across variety of military human resources (HR) functional areas
- Assessed and offered solutions to improve procedures and customer experiences
- Recreated a tracking system that increased processing time of all actions by 90%
- Partnered with colleagues and senior management to ensure customer's questions were resolved within a timely manner and developed solutions that provided positive results
- Prepared reports on staffing levels and status of personnel actions; processed classified/unclassified inquiries
- Assisted senior management with making key decisions by developing and submitting performance and compensation reports with status updates and improvement recommendations
- Discovered and resolved complex problems that affected management and business decisions.
Human Resources Specialist (42A)
U.S. Army, US Forces Afghanistan, USFOR-A
05.2013 - 02.2014
- Served as a casualty action/notification in the HQDA Casualty Operations Center, Casualty Mortuary Affairs Branch (24-hour facility) providing policy guidance to all Casualty Assistance Centers (CAC) within the Afghanistan AOR concerning the Army's Casualty Systems
- Received, reviewed, and validated casualty reports on all Service Members, Contractors, and DACS; classified of casualties to determine whether Very Serious Injury (VSI) Seriously Injured (SI) Duty Status Whereabouts Unknown (DUSTWUN) Killed in Action (KIA) Missing in Action (MIA) and streamlines reports; coordinated personal notification to next of kin of all deceased soldiers and DA Civilians
- Arranged casualty assistance for the Next of Kin (NOK)
- Authorized the payments for death gratuity; used a variety of automated systems to verify personal pay, and dependent data; recorded statistical data on all casualties.
Education
Bachelor’s Degree - Business Administration with a concentration in Human Resources
Purdue Global University
01.2020
Skills
- Detailed-oriented Human Resource Specialist and customer service veteran with 10 years’ experience in employee relations, problem solving and conflict resolution Resourceful team player who excels at building trusted relationships with customers and colleagues Highly adaptable, positive, resilient, and patient individual that is open to new ideas An innovative thinker who is committed to personal growth, staff development, training, and mentoring
Timeline
MHS Quality Assurance Specialist
WinnCompanies
08.2024 - Current
MHS Regional Supervisor
WinnCompanies
04.2023 - 08.2024
MHS Customer Service Coordinator
WinnCompanies
05.2022 - 04.2023
Human Resources Specialist
DOD U.S Civilian
11.2019 - 12.2021
Human Resources Specialist
SKYLINE
10.2018 - 08.2019
Human Resources Specialist (42A)
U.S. Army, US Forces Afghanistan, USFOR-A
05.2013 - 02.2014
Human Resources Specialist (42A)
U.S. Army
09.2011 - 02.2017
Bachelor’s Degree - Business Administration with a concentration in Human Resources
Purdue Global University