SHONNETTE HOWARD
YOUNGSVILLE,NC
Summary
Supported system efficiency and client satisfaction through effective technical support and Customer service process management. Assisted in resolving conflicts and issues using Workday and Salesforce to promote a positive workplace culture. Collaborated with teams to improve organizational processes and encourage HR innovation.
Overview
15
15
years of professional experience
Work History
Customer Support Specialist
ASM Research
2024.08 - Current
- Assisted with routine inbound and outbound calls, emails, and web chat services. Supported back-office operations to enhance customer satisfaction. Followed established service level agreements (SLAs) to maintain service quality.
- Executed daily routine tasks and responsibilities to enhance customer service operations.
- Facilitated customer submission and processing of origination and disbursement transactions.
- Assisted customers through inbound and outbound calls, emails, web chats, and outreach efforts. Supported resolution of batch edits, errors, and missing documents. Aided in obtaining necessary signature pages and correcting data.
AT YOUR SERVICE Associate
Macy's
2023.09 - 2025.08
- Provided exceptional customer support, enhancing overall satisfaction and fostering repeat business through personalized service.
- Streamlined checkout processes, significantly reducing wait times and improving customer flow during peak hours.
- Cultivated a welcoming atmosphere, enhancing customer interactions and building lasting relationships through attentive service.
- Delivered personalized assistance to customers, enhancing satisfaction and fostering loyalty through exceptional service.
HUMAN RESOURCES ANALYST
Eight Eleven Group
2023.03 - 2023.05
- Resolved employee queries, enhancing satisfaction and response time.
- Collaborated with People Ops to optimize HR processes, boosting efficiency.
- Managed service tickets, delivering timely and accurate solutions.
- Monitored service metrics, identifying trends to improve HR support.
- Implemented a ticketing system, reducing resolution time and increasing satisfaction.
HUMAN RESOURCES ANALYST
Experis
2020.01 - 2022.08
- Addressed HR inquiries, enhancing trust and satisfaction among employees and stakeholders.
- Delivered precise HR guidance, fostering positive stakeholder relationships.
- Resolved HR issues promptly, ensuring high satisfaction and effective communication.
- Built strong rapport with employees, improving confidence in HR services.
- Provided reliable HR support, contributing to enhanced organizational trust.
SEASONAL PART-TIME ASSOCIATE
Macy's
2019.10 - 2020.01
- Enhanced customer loyalty by offering tailored product advice, boosting repeat visits.
- Exceeded sales goals through strategic product promotion, driving store revenue growth.
- Cultivated a welcoming shopping atmosphere, ensuring high customer satisfaction.
- Strengthened customer relationships with attentive service, fostering store loyalty.
SERVICE DISPATCH COORDINATOR
CenturyLink
2014.07 - 2019.09
- Coordinated service dispatch operations, ensuring timely responses and reducing service delays, leading to improved customer satisfaction.
- Analyzed service requests and trends, optimizing resource allocation and achieving measurable improvements in operational efficiency.
- Fostered communication between field technicians and management, enhancing teamwork and ensuring swift resolution of service issues.
- Implemented a new scheduling system for dispatch, streamlining workflows and enabling quicker service delivery to clients.
- Provided training and support to new team members, cultivating a positive work environment and promoting shared knowledge.
RURAL CARRIER ASSOCIATE
Kelly Services
2011.09 - 2014.07
- Managed administrative tasks, ensuring efficient mail handling and delivery.
- Supported mail carriers in accurate mail counting, improving delivery accuracy.
- Collaborated with customers to meet needs, enhancing service satisfaction.
- Orchestrated communication between customers and service teams, resulting in improved service delivery and client retention.
Education
Bachelor of Science - Organizational Management
Saint Augustine's University
Raleigh, NCMaster of Science - Human Resources Management
Strayer University-North Carolina
Raleigh, NCSkills
Assisted in managing Okta Verify, Salesforce, and Workday systems to support case management processes Helped teams navigate software tools to enhance operational efficiency Provided support in resolving user issues related to case management applications
Timeline
Customer Support Specialist
ASM Research
2024.08 - Current
AT YOUR SERVICE Associate
Macy's
2023.09 - 2025.08
HUMAN RESOURCES ANALYST
Eight Eleven Group
2023.03 - 2023.05
HUMAN RESOURCES ANALYST
Experis
2020.01 - 2022.08
SEASONAL PART-TIME ASSOCIATE
Macy's
2019.10 - 2020.01
SERVICE DISPATCH COORDINATOR
CenturyLink
2014.07 - 2019.09
RURAL CARRIER ASSOCIATE
Kelly Services
2011.09 - 2014.07
Bachelor of Science - Organizational Management
Saint Augustine's University
Master of Science - Human Resources Management
Strayer University-North Carolina