Years of work experience
Tatyana L Roundtree
Operations & Support Specialist
Charlotte,NC
Summary
Operations & Client Support Specialist with over 9 years of experience in financial operations and HR systems, driving 99.59% customer satisfaction and a 22% sales increase through strategic initiatives and compliance excellence. Received continued education in HR Management through Villanova University.
Overview
10
10
5
5
Years in Human Resources
Work History
Customer Support Specialist (Contract)
Working Solutions
Charlotte, NC
11.2025 - 02.2026
- Resolved new and existing client benefit requests while collaborating with insurance and healthcare providers, as well as third parties (family members, POAs and nurses) using Salesforce CRM and SaaS platforms.
- Achieved 99.59% customer satisfaction scores through consistent quality assurance and efficiency.
- Managed high-volume inbound and outbound calls by assisting customers with timely inquiry resolution while ensuring 100% accuracy with compliance and federal regulations.
- Support clients by utilizing Salesforce CRM and specific SaaS platforms in collaboration with healthcare providers and third-party partners.
- Collected and updated customer demographics, personal data and account information, verifying accuracy and completeness withing enrollment period.
Daily Operations Lead
Harris Teeter
Charlotte, NC
05.2022 - 11.2025
- Achieved District-Wide Top Performer status in Customer Connection for 2023 by driving improvements in client engagement strategies.
- Collaborated with business partner to align strategic initiatives with company goals, resulting in a 22% increase in sales over a 10-month period.
- Led a team of 5 individuals, assigned tasks, and implemented quality assurance procedures to improve deliverable accuracy.
- Managed business operations, identified discrepancies impacting financial reports, and followed escalation procedures to resolve issues in a timely manner.
- Conducted annual performance reviews and deliver actionable coaching to team members to advance career growth.
Human Resources Associate
Atrium Health
Charlotte, NC
06.2016 - 11.2021
- Analyzed and routed employee requests through Oracle and PeopleSoft systems to support HR operations.
- Scheduled new hires for interviews, assessments, and orientations while partnering with nurses, hiring managers, and training instructors.
- Standardized and communicated departmental policies and procedures across a 15+ member team, improving staff alignment and customer experience.
- Prepared travel documents, background checks, and event resources for 4 Talent Acquisition consultants, ensuring seamless HR operations.
- Supported hiring events through communications to targeted audiences (Veterans & New Graduate Nurses) and ensured successful events through preparing venue supplies.
- Volunteered for fundraisers and playground builds to support local community.
Education
High School Diploma -
Rocky River High School
CharlotteSkills
- Customer Experience & Continued Process Improvement
- Customer Service
- Data Entry & Verification
- High-Volume Call Handling
- Confidential Data Handling
- Benefits & Billing
- Policy Compliance
- Written and Verbal Communication
- Training & Onboarding
- Supervision & Management
- Oracle, PeopleSoft, Salesforce CRM, & Blue Yonder
- Microsoft Office (Excel, Word, PowerPoint, Outlook)
Timeline
Customer Support Specialist (Contract)
Working Solutions
11.2025 - 02.2026
Daily Operations Lead
Harris Teeter
05.2022 - 11.2025
Human Resources Associate
Atrium Health
06.2016 - 11.2021
High School Diploma -
Rocky River High School