MICHELLE LEE
Calumet Park,IL
Summary
HR professional looking for growth opportunities within the company to utilize my enhanced experience and skills
Overview
22
22
years of professional experience
Work History
Sr. HR Coordinator
Amazon
Joliet, IL
08.2023 - Current
- Provide HR support functions with emphasis on record keeping, data entry, and various HR tasks.
- Responsible for maintaining human resources information system and keeping employee files up to date and accurate.
- Provide assistance with the recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in interview process and drafting offer letters.
- Facilitate hiring and onboarding of employees and conduct required background and reference checks
Customer Experience Specialist
Comcast
Woodridge, IL
09.2015 - 08.2023
- Facilitated interactions with customers in accordance with the company's service delivery strategy
- Established rapport and promoted effective customer relationships
- Responsible for answering incoming calls regarding technical questions
- Also, offered other Comcast products and services to meet the customer’s needs
- Employed problem resolution techniques related to Comcast products as well as customer
- Handled billing overflow calls and works to minimize and/or reduce truck rolls
- Asked customers questions to determine, verify and solve common problems.
- Suggested operational improvements to enhance quality, improve production times and reduce costs.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
Data Entry Specialist
AT&T Services
Lisle, IL
05.2010 - 11.2014
- Processed complex customer payments within a fast-paced environment
- Effectively managed and maintain mail correspondence based upon quota specifications, and perform extensive troubleshooting and multi-tasking required to maintain operational efficiency
- Improved overall departmental productivity by 40%
- Provided extensive training to new/existing employees
- Compiled data and reviewed information for accuracy prior to input.
- Completed data entry tasks with accuracy and efficiency.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Reviewed and updated client correspondence files and database information to maintain accurate records.
- Organized, sorted and checked input data against original documents.
- Sorted documents and maintained organized filing process.
Senior Customer Service Representative
Verizon Wireless
Elgin, IL
02.2006 - 05.2010
- Achieved organizational goals by providing outstanding customer satisfaction in an efficient manner and within a fast-paced call center environment
- Worked extensively within the customer retention, revenue generation, and billing system, to include selling wireless products and services
- Thoroughly analyzed customer invoices, advising on current calling plan promotions
- Provided assistance and training to new customer service representatives
- Consistently received a high quality rating by providing outstanding customer service
Admissions Advisor
Colorado Technical University/Mentor 4 Inc.
Downers Grove, IL
07.2005 - 02.2006
- Professionally assisted prospective students through the admissions process and facilitating the enrollment process
- Completed 300+ phone calls per day to prospective students on a daily basis to initiate the enrollment process
- Providing coaching and recommendations to prospective students to assist with achieving career goals
HUB/HR Associate
Sears
Chicago Ridge, IL
06.2002 - 07.2005
- Provided administrative and executive assistance to a team of 6 department managers to support employees and customers through task, inventory, and operations management
- Responsible for addressing office inquiries on a daily basis
- Maintained employee and customer files and databases
- Prepared reports, presentations, memorandums, proposals, and correspondence
- Maximized team knowledge and productivity by training, monitoring and directing employees in application of best practices and regulatory protocols.
- Reviewed existing policies and procedures to make recommendations for enhancing work productivity, recruitment, hiring processes and talent management.
- Contributed to annual performance appraisals by working with supervisors to achieve consistency and compliance with established procedures.
- Reviewed and screened applicant resumes to identify qualified candidates.
- Oversaw and managed hiring process and assisted human resources.
- Liaised between management and employees to deliver conflict resolution, alleviate problems and interpret compensation and benefits policies.
- Planned and managed recruitment activities for new hires using strategic personnel, staffing and position management practices.
- Partnered with senior leadership to establish and develop corporate and HR policies and procedures.
- Analyzed issues and employed improvement processes.
Education
Master of Business Administration (MBA) - Human Resource Management
Keller Graduate School of Management
04.2015
Bachelor of Science - Marketing
Chicago State University
05.2005
Skills
- Ability to Be Flexible
- Strong Computational Skills
- Developing Recruitment Strategies
- Understanding Customer Needs
- Needs Assessment
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Customer Retention Strategies
- New Hire Orientation
- Inbound and Outbound Calling
Timeline
Sr. HR Coordinator
Amazon
08.2023 - Current
Customer Experience Specialist
Comcast
09.2015 - 08.2023
Data Entry Specialist
AT&T Services
05.2010 - 11.2014
Senior Customer Service Representative
Verizon Wireless
02.2006 - 05.2010
Admissions Advisor
Colorado Technical University/Mentor 4 Inc.
07.2005 - 02.2006
HUB/HR Associate
Sears
06.2002 - 07.2005
Master of Business Administration (MBA) - Human Resource Management
Keller Graduate School of Management
Bachelor of Science - Marketing
Chicago State University