GLORIA PATTERSON
Tallahassee,US
Summary
Dynamic professional with a rich background in customer and employee support, notably at Lowe's Home Improvement. Excelled in conflict resolution and critical analysis, enhancing stakeholder engagement and satisfaction. Achieved significant improvements in HR processes and client service efficiency through expert application monitoring and user training.
Overview
8
8
years of professional experience
Work History
Eligibility Specialist
Florida Department of Children & Families
Panama City, FL
11.2024 - Current
- Provided guidance on how to apply for benefits and answered questions related to the process.
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
- Conducted interviews with applicants, explaining benefits process, and which programs were available.
- Gathered financial information from clients regarding income, assets and debts.
- Maintained positive working relationship with fellow staff and management.
- Explained reasons behind application denials and recommended further action.
HR OPEN DOOR REPRESENTATIVE
Lowe's Home Improvement
07.2023 - 06.2024
- Listened to customers to understand needs and put together optimal solutions.
- Supported managerial and staff needs in employee relations matters.
- Investigate and resolve employee complaints and grievances.
- Assisted with disciplinary matters and HR-related inquiries.
- Resolved customer concerns and promptly answered inquiries to maintain satisfaction.
- Interpreted and explained human resources policies, procedures, or regulations.
- Advised management on disciplinary procedures, terminations and grievances.
HR SERVICE CENTER REPRESENTATIVE
Lowe's Home Improvement
Mooresville, North Carolina
01.2019 - 06.2023
- Utilized strong communication abilities for effective engagement with customers.
- Provided exceptional customer service to ensure customer satisfaction.
- Managed concerns regarding disability insurance, spending accounts for medical/dependent care, and COBRA.
- Effectively managed client communications in a dynamic work setting.
- Investigated to find effective resolutions for client problems.
- Responded to customer inquiries through various channels.
- Handled complex customer interactions demonstrating both professionalism and understanding.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
CUSTOMER SUPPORT ENGINEER
NCR
Mooresville, North Carolina
01.2017 - 01.2019
- Collaborate with clients to resolve software, hardware, and network issues.
- Diagnosed technical problems using expertise in computer systems, networks, and hardware.
- Protected critical tools, software, vehicles, documentation and intellectual property.
- Maintained and serviced ATMs, POS systems, and kiosks.
- Contributed to establishing and enforcing
- Offered after-hours assistance to sustain customer satisfaction.
- Completed basic repairs to restore hardware, software, and equipment performance.
IT HELP DESK TECHNICIAN
Carolina IT
Mooresville, North Carolina
12.2016 - 01.2017
- Configured user accounts and network settings.
- Addressed customer inquiries promptly.
- Supported Windows, Mac OSX, and Linux operating systems.
- Diagnosed and resolved software, hardware and network problems.
- Handled remote troubleshooting for printers and computer peripherals.
- Conducted troubleshooting on Windows operating systems and applications.
- Attended skill-enhancing training sessions.
- Resolved majority of calls on initial contact.
Education
MASTER OF SCIENCE (M.S.) - HUMAN RESOURCES MANAGEMENT
Southern New Hampshire University
Manchester, NH, US08.2023
BACHELOR OF SCIENCE (B.S.) - COMPUTER INFORMATION SYSTEMS
Florida Agricultural & Mechanical University
Tallahassee, FL, US07.2002
Skills
- Critical Analysis Skills
- Internal Stakeholder Engagement
- Skilled in Conflict Resolution
- Effective Written Communication
- Proficient in Prioritizing Tasks
- Analytical Research Skills
- Expertise in Microsoft Suite
- Training and mentoring
- HR Policies and Procedures
- HR policies and procedures
- Operating systems
- Client service requests
- Compensation and benefits
- Investigating discrepancies
- System analysis
- Application monitoring
- User training
Timeline
Eligibility Specialist
Florida Department of Children & Families
11.2024 - Current
HR OPEN DOOR REPRESENTATIVE
Lowe's Home Improvement
07.2023 - 06.2024
HR SERVICE CENTER REPRESENTATIVE
Lowe's Home Improvement
01.2019 - 06.2023
CUSTOMER SUPPORT ENGINEER
NCR
01.2017 - 01.2019
IT HELP DESK TECHNICIAN
Carolina IT
12.2016 - 01.2017
MASTER OF SCIENCE (M.S.) - HUMAN RESOURCES MANAGEMENT
Southern New Hampshire University
BACHELOR OF SCIENCE (B.S.) - COMPUTER INFORMATION SYSTEMS
Florida Agricultural & Mechanical University
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