Shani Hill
Ocoee
Summary
Strategic and people-focused leader with extensive experience overseeing employee services, operations, and compliance in high-volume contact center environments. Proven ability to build scalable people processes, guide leadership through change, and advocate effectively for teams while balancing business needs. Known for clear decision-making, strong operational judgment, and hands-on leadership.
Overview
15
15
years of professional experience
Work History
Director of People and Operations
ContactSource
01.2022 - Current
- Own people and operational strategy for a multi-functional contact center organization, supporting leadership decision-making across workforce planning, compliance, and organizational design
- Serve as senior advisor to executive leadership on role scope, compensation alignment, internal equity, and structural efficiency
- Lead all core people operations functions including recruitment strategy, onboarding, training infrastructure, employee relations, benefits administration, payroll oversight, and HR compliance
- Ensure adherence to federal and multi-state employment regulations; proactively mitigate risk through policy development and enforcement
- Guide leaders through change management, role expansion, and operational shifts in lean-team environments
- Oversee benefits administration and payroll execution, ensuring accuracy, compliance, and continuity across jurisdictions
- Balance employee advocacy with business needs, ensuring decisions are sustainable, defensible, and aligned with company objectives
- Establish clear role expectations and accountability frameworks as teams absorb additional responsibilities due to evolving organizational needs
Disability Services Coordinator
Hill & Ponton, P.A.
09.2020 - 01.2022
- Supported veterans through complex disability claims by conducting intake assessments and maintaining accurate, detailed client records
- Provided compassionate guidance during high-stress and crisis situations while maintaining professionalism and compliance
- Analyzed claims to determine disability ratings, permanent status, and compensation eligibility
- Managed a high-volume caseload averaging 60 client calls per week, using investigative questioning to gather accurate information
Technical Coach
Asurion
01.2017 - 09.2020
- Delivered technical support and coaching to end users across multiple systems and platforms
- Translated complex technical issues into clear, user-friendly guidance
- Configured hardware, software, and workstations for operational readiness
- Submitted service tickets and followed through to resolution to ensure customer satisfaction
Teacher’s Assistant
University of Central Florida
02.2015 - 01.2017
- Supported instructional delivery and student development in classroom settings
- Assisted with grading, course material distribution, and student mentoring
- Responded to course inquiries and supported faculty administrative needs
Customer Advocate
AAA Auto Club South
06.2014 - 02.2015
- Managed emergency and roadside assistance calls, coordinating between customers and field personnel
- Collected and reported incident details to emergency services when required
- Utilized multiple systems to resolve customer needs efficiently and accurately
Customer Service Associate
Convergys
07.2011 - 06.2014
- Resolved technical and service-related issues across multiple platforms
- Delivered high-quality customer experiences while meeting performance metrics
- Managed escalations and ensured timely resolution of customer concerns
Education
Bachelor of Science - Clinical Psychology
University of Central Florida
Orlando, FLSkills
- Relationship building
- Strategic planning
- Verbal and written communication
- Decision-making
- HR policies and procedures
- HR processes
- Payroll administration
- Compensation and benefits
- Employment law compliance
- Organizational development
- Training programs
- Health benefits
Timeline
Director of People and Operations
ContactSource
01.2022 - Current
Disability Services Coordinator
Hill & Ponton, P.A.
09.2020 - 01.2022
Technical Coach
Asurion
01.2017 - 09.2020
Teacher’s Assistant
University of Central Florida
02.2015 - 01.2017
Customer Advocate
AAA Auto Club South
06.2014 - 02.2015
Customer Service Associate
Convergys
07.2011 - 06.2014
Bachelor of Science - Clinical Psychology
University of Central Florida