Jazz
Open To Work
William Brown
Greensboro,NC
Summary
Service-focused support professional with extensive experience in technical support, customer relations, and operations within federal and corporate environments. Eager to contribute, leveraging expertise in ERP and CRM systems, case management, and cross-functional collaboration. Committed to delivering accurate and timely support that enhances client satisfaction while aligning with the organization's mission of high-quality service. Recognized for a strong focus on accuracy and efficiency, adept at managing complex workflows, optimizing processes, and ensuring seamless operations through effective team collaboration and adaptability to evolving needs.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Personnel Processing Associate
USPS Human Resources
08.2024 - Current
- Delivered comprehensive HR support services, handling inquiries related to benefits, payroll, retirement, and leave administration while upholding confidentiality and federal regulations.
- Reviewed and processed personnel documentation with a high level of accuracy, auditing data for compliance with internal policies and guidelines.
- Provided Tier 1 & Tier 2 support via call center and case management tools; documented employee inquiries and resolved them using USPS ERP systems and HR knowledge base.
- Maintained service-level targets and contributed to employee satisfaction by consistently providing timely and courteous support in high-volume environments.
- Partnered with HRIS and cross-functional teams to ensure accuracy in data entry, personnel actions, and resolution workflows, utilizing tools such as PeopleSoft and Microsoft Office.
- Supported escalations and process improvement initiatives, identifying gaps in policy adherence and helping design training materials and job aids for internal teams.
- Demonstrated strong judgment and discretion in interpreting federal HR laws, USPS regulations, and union contracts impacting employment decisions and documentation.
Customer Experience Specialist
Verizon
09.2022 - 08.2023
- Delivered technical support and account management for mobile and broadband services in a high-volume, metrics-driven environment, handling 40–60 customer interactions daily, while consistently surpassing customer satisfaction targets.
- Educated customers on billing, benefits, device upgrades, and service plans, leveraging CRM and ERP systems to ensure 100% accuracy in account adjustments and transactions.
- Used active listening and de-escalation skills to resolve complex inquiries, ensuring first-contact resolution while documenting interactions in case management platforms.
- Supported remote troubleshooting and guided users through self-service tools, empowering customers and reducing repeat call volume by 25%.
- Partnered with internal departments to escalate technical issues and account exceptions, contributing to ongoing process enhancements and user education initiatives.
- Maintained a high degree of data accuracy and compliance with privacy standards, including handling sensitive PII and financial information.
Business Development Coordinator
Cogent Analytics
03.2022 - 09.2022
- Acted as a first point of contact for 30+ small-to-mid-sized business clients weekly, identifying operational pain points and aligning them with consulting solutions focused on HR compliance, payroll, and organizational development.
- Maintained detailed records in Salesforce and Excel databases, tracking 100% of KPIs, lead progression, and client engagement efforts with precision and timeliness.
- Worked cross-functionally with consultants and analysts to prepare proposals and data-backed business cases, contributing to an organizational growth and client retention increase of 10%.
- Upheld ethical standards and exercised confidentiality with sensitive personnel and financial data, supporting internal HR initiatives when needed.
- Assisted in scheduling and coordinating consultations, HR audits, and team briefings, ensuring optimal client experience and consultant readiness.
Customer Service Representative (Tier 2 Internet & Phone Support)
Charter Communications (Spectrum)
09.2017 - 08.2022
- Resolved 45–60 escalated internet and phone service issues daily escalated internet and phone service issues for residential and commercial clients by troubleshooting networks, modem/router performance, and account discrepancies to achieve a 90%+ first-contact resolution rate.
- Managed account adjustments, billing inquiries, and service suspensions while adhering to SOPs and maintaining 100% accuracy in Spectrum’s case tracking systems.
- Collaborated with field technicians, dispatch, and billing teams to ensure accurate and timely resolutions, often acting as the liaison between departments.
- Supported knowledge transfer by training 15+ new hires on service systems, escalation protocols, and customer communication best practices.
- Ensured security compliance with CPNI regulations while handling sensitive data and providing access assistance to customers with account recovery needs.
Education
Business Administration - Human Resources Management
Guilford Technical Community College
Jamestown, NC12.2025
Skills
- CRM/HRIS: Salesforce, PeopleSoft, LiteBlue
- Timekeeping: TACS, Kronos
- Support Systems: Google Workspace, Microsoft Office Suite, SharePoint
- Communications Tech: FAAD, AMDWS, ADSI, JREAP
- Data entry
- Workflow management
- Compliance
- Auditing
Certification
- FMLA & Leave Administration (Federal)
- USPS TACS Timekeeping System – Certified
- Pursuing: PHR Certification – HRCI (Expected 2026)
MILITARY
- Tactical Operations Integrator (14J – C4I Systems)
- United States Army | Fort Sill, OK
- Maintained real-time network connectivity and system readiness across critical defense platforms.
- Delivered live troubleshooting and support in high-stress environments with zero tolerance for failure.
- Trained team members on technical systems and standard operating procedures for secure communications.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Classical Music
World Travel
Stock Investment
Weightlifting
Vintage Automobiles
Software
50 WPM 98% accuracy
Affiliations
- Phi Theta Kappa (Honors Society)
Quote
"Practice makes progress."
Les Brown
Languages
English
Native or Bilingual
Timeline
Personnel Processing Associate
USPS Human Resources
08.2024 - Current
Customer Experience Specialist
Verizon
09.2022 - 08.2023
Business Development Coordinator
Cogent Analytics
03.2022 - 09.2022
Customer Service Representative (Tier 2 Internet & Phone Support)
Charter Communications (Spectrum)
09.2017 - 08.2022
Business Administration - Human Resources Management
Guilford Technical Community College
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