Nia Miller-Francis
Newport News,VA
Summary
Results-driven HR Generalist with a solid foundation subject matter expertise in human resources operations and a strong interest in leveraging HR technology to optimize processes. Seeking to apply my HRIS knowledge and passion for data-driven insights to make a meaningful impact in an HRIS role. Skilled in HR operations, data management, and process improvement. Committed to enhancing organizational efficiency and accuracy through effective implementation and utilization of HRIS platforms. Adept at collaborating cross-functionally and delivering exceptional customer support. Eager to contribute to a dynamic HRIS team and drive HR process optimization through innovative technology solutions.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Human Resources Generalist II
Ferguson Enterprises LLC
03.2022 - Current
- Provided guidance to managers and employees on talent management, payroll, FMLA and benefits.
- Assisted in various HR functions, such as recruitment coordination, employee record maintenance, and benefits administration.
- Managed HRIS database, ensuring data accuracy, integrity, and confidentiality.
- Prepared HR reports and analytics, providing insights for management decision-making.
- Supported HR team in ensuring compliance with employment laws and regulations.
- Utilized HRIS systems to streamline data management processes, including employee onboarding, data entry, and reporting.
- Collaborated with cross-functional teams to enhance HR processes, improve workflows, and implement best practices.
- Coordinate with Tier 2 SMEs to resolve complex issues.
- Provided guidance and support to managers and employees on HR policies, procedures, and system usage.
- Conducted training sessions on HR systems and processes, ensuring effective utilization across the organization.
- Participated in HRIS projects, system implementations, or process improvements.
- Utilized case management system (ServiceNow) to manage and process support actions and requests.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Maintained 98% customer satisfaction rating.
- Applied data analysis to tasks, identifying business challenges and designing potential operational enhancements.
Customer Service Representative
Ferguson Enterprises LLC
09.2020 - 03.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Serve as main point of contact for clients, providing timely and professional assistance via phone, email, or chat.
- Actively listen to clients' inquiries, concerns, and requests, demonstrating strong interpersonal and communication skills.
- Provide clear and concise explanations and instructions regarding account creation, system navigation, and best practices.
- Troubleshoot and resolve client issues, escalating complex problems to appropriate technical teams when necessary.
- Ensure high customer satisfaction by going above and beyond to meet client needs and expectations.
- Collaborate with technical team to address software bugs, system enhancements, and upgrades, advocating for clients' needs.
- Maintain detailed records of client interactions, inquiries, and resolutions in CRM system.
- Collaborate with product and development teams to identify areas for system enhancements and new feature requests based on client feedback.
- Continuously improve customer support processes and resources, contributing to the development of FAQs, knowledge base articles, and self-help materials.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Sought ways to improve processes and services provided.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Maintained 97% customer satisfaction level for assigned tickets.
Education
Master of Science - IT Management
Western Governors University
Salt Lake City, UT08.2024
Bachelor of Arts - Communication Studies
Queens College of The City University of New York
Flushing, NY05.2019
Skills
- Microsoft Office
- Time Management
- Complaint Handling
- Workday
- ServiceNow
- CRM
- HR Compliance
- Position Management
- Problem Solving
- Data Management
- Data Analysis
- Customer Satisfaction
- HR Support
- HR Operations
- HRIS Applications
Certification
- PHR - Professional in Human Resources (expected January 2024)
Additional Information
- Currently undertaking HRIS-related courses on Udemy, focusing on enhancing my knowledge and skills in HR technology, HRIS implementation, data management, and system administration."
Timeline
Human Resources Generalist II
Ferguson Enterprises LLC
03.2022 - Current
Customer Service Representative
Ferguson Enterprises LLC
09.2020 - 03.2022
Master of Science - IT Management
Western Governors University
Bachelor of Arts - Communication Studies
Queens College of The City University of New York
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