Shelley Humphrey
Hooper,United States
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
14
14
years of professional experience
Work History
Customer Success Specialist
EmployBridge
Ogden, Utah
08.2021 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Mentored new employees on procedures and policies to maximize team performance.
- Organized client contracts, records and reports to strengthen traceability.
Operations Manager
EmployBridge
Ogden, UT
03.2019 - 08.2021
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Planned delivery routing, team workflows and promotional initiatives.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Conducted employee observations and documented findings.
- Measured and reviewed performance via KPIs and metrics.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
- Presented performance and productivity reports to supervisors.
- Crafted operations best practices using audits and project management team feedback.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Supported accident investigations and prepared related paperwork.
- Responded to information requests from superiors, providing specific documentation.
- Enforced federal, state, local and company rules for safety and operations.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Built strong operational teams to meet process and production demands.
Recruiter
EmployBridge
Ogden, UT
03.2017 - 08.2021
- Participated in local job fairs and recruitment events for prospective hiring.
- Worked with senior leadership to develop comprehensive recruitment strategies for long-term implementation.
- Created and maintained positive relationships with hiring managers and HR business partners.
- Facilitated job application processes for qualified candidates.
- Attended career fairs and networking events to help fill openings and build candidate pipeline.
- Provided hiring status updates to HR and managers for comprehensive oversight.
- Reviewed employment applications, candidate backgrounds, skills, compensation needs and other qualifications.
- Managed candidate activity within Applicant Tracking System (ATS).
- Compiled data from personnel records and prepared reports on candidate performance and qualifications.
- Advertised and promoted open positions using social media and digital marketing procedures.
- Met with hiring managers to identify talent needs and determine criteria for filling vacancies.
- Developed recruitment strategies to achieve required staffing levels for assigned requisitions.
- Collaborated with human resources teams to mitigate risks and verify regulatory compliance.
- Trained and mentored newer recruiters in successful strategies for interviewing and qualifying candidates.
Manager
Security Finance, Financial Services
Clearfield, UT
02.2015 - 03.2017
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Determined marketing strategies by reviewing operating and financial statements and departmental sales records.
- Entered time and attendance logs in preparation for payroll.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Monitored staff performance and addressed issues.
- Created training modules and documentation to train staff.
- Conducted quality, timely performance feedback and performance appraisals.
- Applied continuous improvement program in daily activities to boost productivity, improve quality and reduce costs.
Payroll Administrator
Autoliv
Ogden, UT
01.2010 - 02.2016
- Onboarded new employees in time reporting and payroll systems.
- Processed employee rehires, transfers, terminations and withholdings.
- Managed payroll for employees at 5 different locations.
- Calculated and applied wage garnishments.
- Worked with HR staff to accurately track and update paid time off.
- Coordinated child support deductions and distributed wage assignments.
- Followed IRS guidelines and state regulations when submitting payroll taxes.
- Compiled financial, accounting and auditing reports to calculate profits and losses.
- Determined proper handling of financial transactions and approved transactions within designated limits.
- Managed payroll and time and attendance systems.
- Accurately processed data, validation and transmission for weekly, semi-monthly and sales payrolls.
- Stayed current on multi-state and local tax laws and remedied changes immediately.
Production Supervisor
Autoliv
Ogden, Utah-UT
03.2010 - 03.2015
- Delegated tasks to employees and monitored accurate and timely completion of tasks to meet project milestones.
- Monitored equipment, checked supplies and coordinated manpower to meet expected demand.
- Reviewed individual employee performance to correct issues and enhance productivity.
- Recommended and implemented measures to improve production methods and quality of products.
- Promoted employee safety awareness based on understanding of regulatory mandates and organizational best practices.
- Provided input for performance reviews and identified areas for additional improvement.
- Oversaw inventory and physical counts and performed periodic cycle counts to verify outgoing orders.
- Monitored manufacturing variances to achieve quality improvement while resolving product process and equipment problems.
- Researched issues and negotiated with vendors and suppliers to improve processes and reduce unnecessary costs.
- Completed production plans by scheduling and assigning personnel, revising schedules and establishing priorities.
- Oversaw continuous improvement initiatives in lean environment to drive gains in quality, flow and output.
- Supported safety programs to reduce and eliminate employee injuries.
- Eliminated process discrepancies, implementing continuous improvements for scheduling procedures.
Education
High School Diploma -
Ogden High School
Ogden Ut06.1989
Skills
- Report generation
- Report creation
- Project management
- Records administration
- Workforce training
- Performance reporting
- Payroll policies and procedures
- I-9 documentation
- New employee processing
- ADP
- Daily payroll activities
- Analytical skills
- Exceptionally organized
- Federal and state tax regulations
- Accounts payable
- Forecasting
- Record-keeping
- Marketing
- Staff development
- Workforce Management
- Mediation expertise
- Hiring and retention
- Administrative skills
- Assessing performance
- New hire orientation
- Team building
- Basic math
- Team management
- Multitasking
- Conflict resolution
- Relationship building
- Decision-making
- People skills
- Kronos timekeeping
- Good work ethic
- Communication
- Analytical
- Organizational skills
- Active listening
- Planning & organizing
- Computer skills
- Friendly, positive attitude
- Training & development
- Meeting oversight
- Executive leadership
- Employee coaching
- Defining company vision
- Policy development
- Team building and leadership
- Complaint resolution
- Sales expertise
- Report preparation
- Administrative support
- Recordkeeping strengths
- Shipping procedures understanding
- Staff education and training
- CRM
- Order fulfillment
- Training development aptitude
- Creative problem solving
- Account management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Success Specialist
EmployBridge
08.2021 - Current
Operations Manager
EmployBridge
03.2019 - 08.2021
Recruiter
EmployBridge
03.2017 - 08.2021
Manager
Security Finance, Financial Services
02.2015 - 03.2017
Production Supervisor
Autoliv
03.2010 - 03.2015
Payroll Administrator
Autoliv
01.2010 - 02.2016
High School Diploma -
Ogden High School
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