Business Professional
Resume:
Please review my resume for the Commercial Operations Research Analyst (131203) position
Thank You
Angela Johnson
ANGELA JOHNSON-MIMES
Memphis, TN 38125
***********@*****.***
cell
hm
Education:
Christian Brothers University Memphis,
TN Graduation May 2013
Bachelor of Artin
Business Administration
Concentration: Human Resource Management
Southwest Tennessee
Community College
A.A.S. Business Administration Graduation December 2009
Concentration: Human
Resource Management
ServiceMaster/Terminix Memphis, TN Jan 2005-present
Real Time Statistical Coordinator
* Work closely with call center management to ensure departmental staffing and target service level goals are achieved
* Serve as a central point of contact for attendance and adherence issues
* Monitor call center floor, note performance issues and changing trends in call volume for forecasting purposes
* Provide resources to management for the daily and weekly planning of meetings, training and off phone activity
* Provide reports to managers/supervisors on a daily, weekly, and monthly basis.
* Maintain accurate database of all agents through Excel and Verint and track off-phone exception activity, agent attrition, and call types
* Coordinate associate schedule change requests and scheduling of time-off.
Human Resource Intern
ServiceMaster
Corporate Memphis,
TN May 2012-Aug 2012
Academic Internship
through Christian Brothers University
* Partner with recruiters to perform applicant tracking system database searches, job board key word searches and resume mining
* Assist with screening and phone interviewing new applicants
* Provide coordination support to the human resource staff
* Check through new hire paperwork to assure all forms are complete and ready to be filed for legal purposes
* File offer letters and acceptance letters while maintaining confidential salary and performance information
* Send notification to managers about their contractors whose credentials are expiring and who have exceeded their contract time
* Partner with recruiters to discuss staffing needs with branch managers
ServiceMaster/Terminix Memphis, TN June
2003 – Jan 2005
Customer Service Representative II
* Answered incoming customer calls concerning existing pest and termite contracts as well as potential contracts
* Entered customer's information into the database and forwarded the data to the appropriate Terminix branch
* Provided assistance directly to the customer such as the schedulingof appointments, escalation of concerns and assisted with the account information
First Tennessee Bank Memphis, TN Oct 1999 – May 2001
Customer Service Representative II
* Answered incoming calls regarding credit card accounts
* Made unsupervised decisions on accounts such as the adjustment of interest rates, finance charges, late fees, and over-the-limit fees
* Promote balance transfers and other promotional offers to qualified cardholders.
Additional Skills
MS Office
Avaya
Cisco
Verint
TotalVu
HRMS
Applicant Tracking System
IEX
Lexus Nexus
Impact 360
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