Victoria Little
Pleasant Grove,AL
Summary
Dynamic and dedicated Human Resource Manager committed to enhancing organizational effectiveness and participant satisfaction through expert support and innovative program development. Proven ability to build lasting relationships while continuously seeking opportunities for operational improvement and personalized assistance. Recognized for a detail-oriented, resourceful approach that fosters team cohesion, motivation, and exceptional customer relations. Adept at leveraging independent decision-making skills and sound judgment to drive company success, focusing on training, monitoring, and morale-building initiatives that elevate employee engagement and performance.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Membership Services Representative
Alabama Public Television
07.2022 - Current
- Enhanced member satisfaction by providing exceptional customer service and addressing concerns promptly.
- Increased membership retention through proactive outreach and timely resolution of issues.
- Processed new memberships and renewals, ensuring accurate data entry and timely processing.
- Assisted in the planning and execution of member events to foster a sense of community within the organization.
- Supported the development of membership policies and procedures, contributing to efficient operations.
- Maintained up-to-date records on member accounts, facilitating accurate billing and reporting processes.
- Successfully resolved escalated member complaints by actively listening, empathizing, discussing solutions together, and following up postresolution.
- Investigated and resolved customer inquiries and complaints quickly.
- Managed incoming inquiries via phone, email, or in-person, providing comprehensive information about membership options.
- Fostered positive relationships with members by actively engaging in conversation during check-in process or throughout facility usage periods.
- Streamlined membership database management by implementing an organized system for updating information regularly.
- Maintained detailed records of all interactions with members utilizing CRM tools allowing for better tracking and follow-up for future inquiries.
Advocate
Protective Life Insurance
10.2019 - 07.2022
- Communicate with customers primarily through phone, e-mail, and chat and utilize software tools to navigate policy or contract information, research and review products and communicate effective solutions in fast-paced environments.
- Experience Advocates manage up to 50 calls per day accurately documenting and resolving customers' requests for account information and updates and complex problem resolution.
- Effectively teach customers about easier and more efficient ways they can resolve future requests.
- Process:
- Relationship building, Identify opportunities to enhance overall customer experience based on trends identified across multiple customer interactions.
- Case Management, documentation for individuals under evaluation and coordinated paperwork transfers to correct staff members.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
Staff Organizer/Recruiter
American Federation of Teachers
09.2009 - 05.2018
- Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance
- Worked with Teachers and Administrators to understand requirements and provide exceptional grievance resolution
- Managed quality assurance program including on site evaluations, internal audits and customer surveys
- Advised, coached and counseled managers and staff to support human resources policies, procedures, programs and labor relations.
- Developed recruiting strategies to identify qualified candidates and build networks exceeded all recruitment goals by 50%. top recruiter two consecutive years.
- Facilitated new employee orientations to foster positive team attitude.
- Worked alongside global business leader to deploy new training strategies.
Financial Service Representative
AmSouth Bank
01.2005 - 02.2010
- Received regional branch recognition award for 4.8% outstanding customer service award
- Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse
- Promoted products and services to reach sales targets.
- Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
- Targeted accounts at senior and executive levels and secured funding for future initiatives.
- Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
Education
Bachelor's of Human Resource - Management And Leadership
Amridge University
Montgomery Al 12.2021
Associate of Science - Psychology, Human Relations
T.A. Lawson State Community College
Birmingham Al04.2009
Skills
- Organizational Skills
- Active Listening
- Team work
- Ability to work under pressure
- Negotiation and Persuasion
- Problem Solving
- Leadership
- Perseverance and Motivation
- Communication
- Business acumen
- Confidence
- Relationship Building
Accomplishments
- Collaborated with a team of Administrators in the development of new policies and procedures for Teachers and staff..
- Documented and resolved contract issues which led to increase in membership and Teacher retention.
- Achieved success by completing onboarding with accuracy and efficiency.
Certification
Real Estate and Business Agent's License
Timeline
Membership Services Representative
Alabama Public Television
07.2022 - Current
Advocate
Protective Life Insurance
10.2019 - 07.2022
Staff Organizer/Recruiter
American Federation of Teachers
09.2009 - 05.2018
Financial Service Representative
AmSouth Bank
01.2005 - 02.2010
Bachelor's of Human Resource - Management And Leadership
Amridge University
Associate of Science - Psychology, Human Relations
T.A. Lawson State Community College
Phi Theta Kappa Honor Society
Phi Theta Kappa Honor Society founded in 1897, is one of the oldest and most prestigious Institutions that recognize academic excellence.