Summary
Overview
Work History
Education
Skills
Timeline

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

Miami Dade College, Miami, FL
05.2017 - 05.2019

Human Resources Management

Miami Dade College, Miami, FL
05.2017 - 05.2019

Skills

CRM Software

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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

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YAMESHA CAMPBELLHuman Resources Professional