Shelem Heath-Figueroa
Hartsville,TN
Summary
Self-motivated, team player with strong organizational and interpersonal skills. I have over 10 years of experience in customer service and over 2 years of writing and updating written instruction to better assist end users.
Successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Technical Writer
Prolink
11.2022 - 01.2024
- Worked with the team to assess issues and create FAQ's for ease of access for Talent.
- Wrote documentation, such as configuration guides, for end-users.
- Met with engineers, programmers, and project managers to learn about specific products or processes.
- Researched product samples to fully understand product
- Provided release notes for any new updates for software being implemented that could be accessed by hundreds of users.
- Performed other related duties as assigned for a team of 40 plus colleagues.
Service Desk Analyst
Prolink
05.2021 - 11.2022
- Work with the Human Resources and Marketing team to create FAQ's for ease of access for Talent
- Keeping FAQs up to date with current information for best user experience, by monitoring system changes
- Created a quick reference guide with quick-responses to better assist External Talent and Internal Employees
- Helping support the Service Desk for Workday, Bullhorn and Payroll which included over 50-100 tickets a day
- Keeping track of SLA breaches and ensuring low breach levels of less than 5%
- Promptly allocating incoming tickets as appropriate
- Resolving incoming Talent queries via the service desk with effective incident management
- Handling all Talent issues in a gracious manner and in accordance with company policies
- Making sure Talent are taken care of before resolving an incident
- Working closely with the team when necessary for effective problem management and solutions
- Making recommendations to prevent future incidents.
Payroll Consultant
Staffmark
11.2019 - 05.2021
- Maintained and updated payroll records, including clear written instructions in case of emergencies
- Collected and verified time sheets
- Oversaw the payroll management of over 2,000 employees out of state in accordance with state laws
- Answered questions and concerns for over 8 branches, regarding payroll
- Calculated payable hours, commissions, bonuses, taxes, and deductions
- Investigated and resolved payroll discrepancies.
- Improved accuracy and efficiency of payroll reporting through meticulous record-keeping and timely submissions.
Retail Clerk/Warehouse Clerk
Vintage Wine and Spirits
06.2018 - 11.2019
Baker
Sifted Confections by Shelem
03.2017 - 06.2018
Assistant Store Manager
Pet Supermarket
08.2015 - 02.2016
Assistant Store Manager
Pet Supermarket
08.2013 - 03.2014
Sales Associate
Pet Supermarket
02.2013 - 08.2013
Concessionist
Muvico Theaters
11.2011 - 02.2013
Education
Associate of Arts -
Cumberland University
Lebanon, TN08.2025
GED -
Crystal Lake Community School
Pompano Beach01.2012
Skills
- Organization Skills
- Communication
- Customer Satisfaction
- (Personal) Writing Developmental Narrative for Forensic Psychologist
- (Personal) Compile and Analyze Data
- Research products
Websites
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Certification
- Writing in Plain Language
- Think Like a Lawyer to Make Decisions and Solve Problems
- Learning Excel: Data Analysis
- The Art of Leadership
Timeline
IT Technical Writer
Prolink
11.2022 - 01.2024
Service Desk Analyst
Prolink
05.2021 - 11.2022
Payroll Consultant
Staffmark
11.2019 - 05.2021
Retail Clerk/Warehouse Clerk
Vintage Wine and Spirits
06.2018 - 11.2019
Baker
Sifted Confections by Shelem
03.2017 - 06.2018
Assistant Store Manager
Pet Supermarket
08.2015 - 02.2016
Assistant Store Manager
Pet Supermarket
08.2013 - 03.2014
Sales Associate
Pet Supermarket
02.2013 - 08.2013
Concessionist
Muvico Theaters
11.2011 - 02.2013
Associate of Arts -
Cumberland University
GED -
Crystal Lake Community School
Similar Profiles
Tania HogginsTania Hoggins
Travel Nurse, Emergency Department at ProlinkTravel Nurse, Emergency Department at Prolink
YONNIKA JONESYONNIKA JONES
Compliance Onboarding Specialist 1 at ProlinkCompliance Onboarding Specialist 1 at Prolink
Roman DakamasRoman Dakamas
Package Handler at ProLinkPackage Handler at ProLink
Lashawna Johnson, RNLashawna Johnson, RN
Travel Registered Nurse at ProLinkTravel Registered Nurse at ProLink
Faith CherryFaith Cherry
Crew Member at Sonic Drive-inCrew Member at Sonic Drive-in