YAMESHA CAMPBELL
Human Resources Professional
Miramar,Florida
Summary
Ambitious recent Bachelors Degree Graduate in Supervision and Management with a concentration in Human Resources Management. Trained to coordinate, execute and deliver HR programs related to recruitment, benefits, workers compensation and other HR projects and processes. Demonstrates solid analytical, problem-solving and presentation skills to foster excellent relationships and credibility at all levels of organization. Self-motivated, driven and displays initiative to prioritize tasks and handle numerous assignments simultaneously.
Overview
4
4
years of post-secondary education
11
11
years of professional experience
Work History
Customer Loyalty Specialist
AT&T
01.2021 - Current
- Worked flexible hours; night, weekend, and holiday shifts.
- Carried out day-day-day duties accurately and efficiently.
- Resolved customer complaints and addressed emergency requests and needs.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Documented and detailed calls and complaints using call center's CRM database.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Answered up to 400 incoming calls in busy, fast-paced global call center monthly.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Initiated termination of customer contract upon request.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Improved daily operations, vendor relationships, contractor communication and employee remote access by streamlining processes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Met all customer call guidelines including service levels, handle time and productivity.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Professional Bus Operator
Miami Dade County -Transportation and Public Works, DTPW
04.2015 - Current
- Managed high demanding and time-sensitive line runs and special events throughout the metropolitan Miami Dade County area.
- Maintain excellent customer relations, providing friendly and courteous service.
- Effectively communicate with a diverse population including non-English speaking passengers.
- Safely transport disabled and elderly passengers in accordance with the American with Disabilities Act (ADA) regulations.
- Effectively communicate with Bus Central Control, local law enforcement and first responders Perform safety inspections in accordance Federal Department of Transportation (FDOT) guidelines.
- Provide administrative reports of required repairs, accidents, or incidents with passengers while simultaneously ensuring the safety of passengers.
- Adhere to all federal, state, and local traffic regulations.
- Software and Programs: CleverCAD, Global Positioning System (GPS), AVA Bus Stop Announcements.
- Conducted pre-trip inspections of bus for safe operation.
- Maintained Florida driver's license to enable legal operation of county buses for public transport.
Human Resources Intern
Miami Dade County Communications Dept.
11.2018 - 05.2019
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping.
- Assisted human resources and recruiting teams by scheduling phone screens and on-site interviews and planning recruitment related events.
- Helped with employee record keeping, including unemployment and I-9 forms to support compliance procedures.
- Prepared monthly, weekly and daily logs using Microsoft Office Suite.
- Created and updated tracking spreadsheets using Excel.
- Worked with HR team to coordinate company events.
- Supported efforts to optimize employee engagement, diversity and inclusion to enhance performance management and retention.
- Developed strong written and verbal communication skills.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Developed disaster and recovery strategy to prepare company for hazardous weather conditions, nuclear accidents and terrorist attacks.
- Administered benefits programs, analyzed compensation and other competitive data and prepared budgets.
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
- Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
- Attended DPR meetings Interpreted and advised on labor relations policies and previously negotiated agreements.
- Spearheaded negotiation of union contracts as company representative.
- Assessed impact of union proposals on company or government operations.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Customer Service Supervisor
Enterprise Holdings
01.2012 - 04.2015
- Supervised and lead a team of 40 staff members; ensured corporate goals are achieved.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Assessed and authenticated customer exchanges, voids and returns.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Coached employees through day-to-day work and complex problems.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Compiled and analyzed customer feedback data to develop new strategies and corrective action.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Partnered with management team to coordinate on-boarding and off-boarding processes.
- Managed employee exit interviews and paperwork.
- Efficiently delivered personnel information to management for speedy corrective action.
- Documented human resources records and maintained confidentiality of sensitive personal information.
- Updated Human Resources Information System (HRIS) database, maintained data accuracy, and assisted with system changes.
- Supported coordination of benefits open enrollment activities and process.
- Responded to inquiries by answering telephone calls, in-person questions and emails.
- Performed internal and external audits and research and administrative reviews of programs and plans to support HR administration.
- Coordinated and set up meeting materials, presentations and audiovisual systems.
- Prepared monthly, weekly and daily logs using Microsoft Office Suite.
- Cross-trained to cover other personnel staff duties to facilitate office management.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Interpreted management directives to define and document administrative staff processes.
- Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
- Managed CRM database, including troubleshooting, maintenance, updates and report generation.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Consulted with company management to assess requirements and develop operational enhancements to streamline processes and increase team performance.
- Collected data, input records and protected electronic files.
- Scheduled appointments and meetings, organized materials and prepared rooms.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Sorted, opened and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
- Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
Education
Bachelors - Supervision &Management
05.2017 - 05.2019
Human Resources Management
05.2017 - 05.2019
Skills
CRM Software
Verbal and Written Communication
Equal Employment Opportunity (EEO)
Human Resources Management Systems
Recruitment Management
Decision Making
New Hire Onboarding
Employee Orientation
Personnel Management
Benefits Administration
Microsoft Office
Timeline
Customer Loyalty Specialist - AT&T
01.2021 - Current
Human Resources Intern - Miami Dade County Communications Dept.
11.2018 - 05.2019
Miami Dade College - Bachelors, Supervision &Management
05.2017 - 05.2019
Miami Dade College - , Human Resources Management
05.2017 - 05.2019
Professional Bus Operator - Miami Dade County -Transportation and Public Works, DTPW
04.2015 - Current
Customer Service Supervisor - Enterprise Holdings
01.2012 - 04.2015