Sanika Simmons
Austell,GA
Summary
Dynamic and personable leader with extensive experience in call center management and institutional-level human resources policies. Recognized for exceptional interpersonal communication skills and a proven ability to analyze and present information effectively to diverse audiences. Expertise in multitasking under pressure while maintaining high standards of judgment, problem-solving, and discretion. A strong sense of personal responsibility complements the ability to thrive in fast-paced environments, quickly learning and adapting to new situations.
Overview
25
25
years of professional experience
Work History
Onboarding & Hiring Lead
Georgia Tech
08.2022 - Current
- Review & approve DHF to ensure accuracy and provide feedback when corrections need to be made.
- Provide training for all new on-boarding & hiring specialist to ensure they understand their role and our role to the intuition
- Partner with managers, directors ,professors and other members of HR to ensure hiring issues are resolved
- Stay up to date on I9 policies to ensure that the institution stays in compliance and resolve I9 issues
- Provide advance trouble shooting to resolve escalated employee concerns and service desk tickets
- A stand in subject matter expert for benefits, payroll and Global.
- Help with On-boarding new employees.
ON-BOARDING SUPERVISOR
Georgia Institute of Technology
05.2021 - 08.2022
- Access work performance to identify areas of improvement and provide feedback
- Have one on one coaching's with employees to go over performance expectation and their professional goals
- Facilitate training for I9 updates and policy changes
- Provide training for all new on-boarding specialist to ensure they understand their role and our role to the intuition
- Partner with managers, directors ,professors and other members of HR to ensure hiring issues are resolved
- Stay up to date on I9 policies to ensure that the institution stays in compliance and resolve I9 issues
- Provide advance trouble shooting to resolve escalated employee concerns and service desk tickets
- Serve as the point of contact for on-boarding and stand in as a subject matter expert for benefits, payroll and
- Global
ON-BOARDING SPECIALIST
Georgia Institute of Technology
04.2016 - 05.2021
- Serve as the first point of contact for all employee on-boarding and off-boarding processes.
- Investigate and resolve/refer employee matters or information requests.
- Administering HR plans for all employees.
- Verify and coordinate interactions between clients and OHR units to facilitate an efficient flow through CSC.
- Generate, verify and/or process employment documentation related to employee hiring.
- Respond to inquiries regarding HR policies and procedures via phone ,in person or through email.
- Develop and maintain knowledge of OHR operations, processes, and procedures.
- Maintains records by entering confidential information.
- Conduct exit interviews and counseling when needed.
CALL CENTER SUPERVISOR
T- Mobile Wireless
09.2008 - 03.2015
- Provide on-the-job training, mentoring, and coaching to assigned staff of 16 associates
- Provide verbal and written feedback to employees regarding performance and job knowledge to further their development
- Professionally handle all interactions with team members, internal/external customers, demonstrating initiative and a positive demeanor
- Accountable for phone-based customer service while providing first call resolution, as well as caller education, through clear and accurate exchange of information
- Multi-tasked by researching, following-up, resolving, and documenting issues of each call through efficient use of communication skills and navigating between multiple systems and tools.
TEAM LEAD
T- Mobile Wireless
07.2004 - 09.2008
- Managed 15 customer service representatives to assist in daily operations and help with customer issues
- Manage high-level customer complaints and provide immediate resolution and disputes
- Implement strategies to ensure customer satisfaction, increase productivity, and achieve profitability goals
- Handle escalation and evaluates team member's performance
- Supervise team and support the business' improvement plans
- Preform side by sides to improve performance and provide feedback.
CALL CENTER REPRESENTATIVE
T- Mobile Wireless
09.2000 - 07.2004
- Take in coming calls and provide accurate, satisfactory answers to their queries and concerns
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Offer customers new products and services
- Guide callers through troubleshooting, navigating the company site or using the products or services
- Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account concerns.
Education
Diploma -
ORANGE PARK HIGH SCHOOL
Orange Park, Florida06.1996
Skills
- I9 compliance management
- Skilled in Microsoft tools
- PeopleSoft application knowledge
- Attention to detail
- Flexible and adaptable
- Problem resolution
- Dependable and responsible
Timeline
Onboarding & Hiring Lead
Georgia Tech
08.2022 - Current
ON-BOARDING SUPERVISOR
Georgia Institute of Technology
05.2021 - 08.2022
ON-BOARDING SPECIALIST
Georgia Institute of Technology
04.2016 - 05.2021
CALL CENTER SUPERVISOR
T- Mobile Wireless
09.2008 - 03.2015
TEAM LEAD
T- Mobile Wireless
07.2004 - 09.2008
CALL CENTER REPRESENTATIVE
T- Mobile Wireless
09.2000 - 07.2004
Diploma -
ORANGE PARK HIGH SCHOOL
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