Customer Service Management

Erin N. Walker

** ******* **. ? Smyrna, GA ***** ? 330-***-**** ?

****.*******@*****.***

[pic] Background in HR affairs, including experience in employee

recruitment, benefits, HR records management, HR policies and procedures.

[pic] Demonstrated success in customer service, developing teambuilding

skills, and performing customer care by using encouraging voice tones,

active listening techniques, demonstrating empathy and a desire to help

writing professional correspondence

HR Skills

[pic] Outstanding [pic] Large Volume [pic] Orientation

Customer Service Staff Recruitment & On-Boarding

[pic] [pic] Employee [pic] Payroll

Unemployment Claims Relations [pic] Performance

[pic] HR Policies [pic] Benefits Management

& Procedures Administration [pic] Manage Vendor

[pic] Team Building Relationship

Skills

Professional Experience

The Home depot - Atlanta, GA

World's largest home improvement specialty retailer ho

Retail Staffing Coordinator, 03/2010 to Present

Key Functions:

. Actively engage candidates during phone interviews to identify

relevance, culture fit, and strong customer service skills

. Screening high quality, qualified candidates to present to store

leaders

. Opening job requisitions in the online staffing system

. Coordinating candidate interviews with the appropriate leaders in the

field

. Providing field leaders with candidate job applications and the

appropriate assessment materials

. Actively engages store leadership during phone conversations providing

high level of customer service and expertly addressing issues and

identifying opportunities

. Support rapid course corrections

. Coach contingent workforce in area of responsibility to ensure

accurate and timely execution of tasks, in accordance with company

policy and procedures.

. Primary point of contact for on-boarding, orientation and ongoing for

the contingent workforce.

. Partners with Retail Staffing Managers to ensure the staffing

strategies meet

. Make recommendations as to improvements needed in order to streamline

processes

Phone: 330-***-**** ?

Page Two

Erin N. Walker

Professional Experience (continued)

Accounting Prinicples/Ridgeview institue - Smyrna, GA

Not-for-profit hospital treating people with addiction or mental health

problems

HR Assistant, 2009 to 2010

Key Functions:

. Processed new hire paperwork and follows through to ensure that all

information is entered correctly.

. Screened all employment applications for nursing position, license

professional counselor, and other clinical professional positions.

Processes applications through the Applicant Tracking system.

Forwards qualified candidates to the appropriate department

manager.

. Processed all Personnel Action Forms and obtains appropriate

signatures forwarding to department appropriately and as necessary

. Handled requests for verifications and other employment information

. Recruited qualified candidates through online advertising

. Enrolled benefits eligible employees in benefits programs, notify

benefits broker and payroll department when an employee enrolls in

benefits, and makes changes to their coverage

JoAnn Stores - Hudson, OH

Leading fabric retailer employing 23,000 professionals.

HR Representative, 2008 to 2009

Payroll, 2007 to 2008

Promoted to fulfill the role of unemployment coordinator, including

assisting Team Member Relations, administering WOTC Tax Credit,

researching disciplinary actions and managing HR records.

Key Functions:

. Administered the unemployment claim process by researching,

interviewing and analyzing issues that have resulted in employee

separations.

. Reduced the overall unemployment tax expense by ensuring compliance

with state unemployment laws and providing direction to management

on documenting and defending claims

. Managed relationship with District Team Leaders to ensure timely

and accurate pay to all employees

. Processed bi-weekly payroll for 232 retail stores with 20 to 60

employees in each store

. Audited incoming paperwork for accuracy and enters data into HR

and Payroll systems including terminations

Phone: 330-***-**** ?

Erin N. Walker Page Three

Professional Experience (continued)

Diebold - Uniontown, OH

Global leader in providing integrated self-service, security systems and

services.

Customer Service Representative, 2005 to 2007

Key Functions:

. Provided support to customer service technicians, account

coordinators, field regional managers, and other field personnel

. Performed customer care by using encouraging voice tones, active

listening techniques, demonstrating empathy and a desire to help

. Served as a dispatcher creating service calls and fielding

external and internal customer concerns and inquiries

. Worked in a high call volume, production oriented, and time-

sensitive environment.

Education & Certifications

University OF PHOENIX

Bachelor of Science in Business with a Concentration in Human Resource

Management

(Current student)

Of Note

Professional Development:

[pic] Complete ongoing training in the areas of benefits, employee and

labor relations.

Affiliations:

[pic] Society for Human Resource Management (SHRM)

Contact this candidate