Shantel Nelson
Summary
Seeking an Administrative Support or Leadership opportunity that will allow me to utilize my Customer, Client and Employee Relations experience while continuing to learn, grow and develop within a dynamic organization.
Overview
13
13
years of professional experience
Work History
Human Resources Coordinator
U.S. Cellular Corporation
04.2011 - 07.2017
- Served as point of contact for employees to address HR related questions
- Maintained and reported employee turnover information to all levels of leadership
- Researched, formulated, and presented strategies that effectively aided in employee retention
- Maintained personnel records for the region to include confidential information and proprietary reports
- Produced correspondence, managed files and scheduled appointments
- Assisted leadership with policy and procedure questions pertaining to benefits, application process, payroll, and tracking paperwork
- Assisted with the facilitation of new-hire orientation and benefits educational sessions via instructional or web-based
- Partnered with cross-functional teams to complete special projects.
Customer Service Supervisor
08.2009 - 04.2011
- Supervised, monitored, and trained staff in in-bound and out-bound calling activities
- Maintained proper Human Resources Management practices including performance management, feedback, coaching, career planning and training
- Resolved and addressed escalated complex customer questions, problems, and concerns
- Assisted in establishing standards of performance, monitored areas against standards, recommended and implemented changes where necessary
- Recruited, trained, and interviewed applicants for the department
- Communicated, interpreted, and ensured compliance with company policies, procedures, and goal
Financial Service/Customer Service/WNP Representative
08.2004 - 07.2007
- Utilized predictive dialer and collection module to effectively work on assigned accounts and documented activity
- Recommended various payment options to customers
- Ensured customer cellular phone numbers were ported in and put successfully
- Attended to customers questions, complaints and concerns immediately, and facilitated satisfactory solution
- Processed customer’s orders in a courteous, efficient, and timely manner via phone
- Organized workforce to meet customer deadline.
Education
Rhema Bible Training Center
Broken Arrow, Oklahoma01.2006
B.S - Psychology
Tougaloo College
Tougaloo, Mississippi01.2000
General Studies
Puckett High School
Puckett, MississippiSkills
- Human Resources
- Customer Support
- Coaching
- Development
- Training
- Communication
- Microsoft Applications
- Leadership
- Technical Support
- Administration
- Data Analytics
- HRIS / ATS
- Benefits
- Talent Management
- Training development
- Recruiting
- Maintains confidentiality
- Exceptional communicator
- HR policies and procedures expertise
- Performance evaluation
- Employee relations
- People-oriented
- Exit interviews
- Interviewing techniques
- Superb interpersonal skills
References
REFERENCES
_____________________________________________________________________
Available Upon Request
References
REFERENCES
_____________________________________________________________________
Available Upon Request
Timeline
Human Resources Coordinator
U.S. Cellular Corporation
04.2011 - 07.2017
Customer Service Supervisor
08.2009 - 04.2011
Financial Service/Customer Service/WNP Representative
08.2004 - 07.2007
Rhema Bible Training Center
B.S - Psychology
Tougaloo College
General Studies
Puckett High School