Customer Service Human Resource

Khalilah Jones

*** ***** ***** ******, **** ***** 702-***-**** **************@*******.***

OBJECTIVE

To secure a Human Resource Generalist position with room for advancement in a well established organization, with a

stable environment, that will maximize my strong research, sense of discretion, attention to detail, exceptional

communication, decision making and critical thinking skills ultimately to make a positive contribution.

QUALIFICATIONS

• Experienced with Microsoft Office Suite for data entry and retrieval; updating and maintaining customer data;

developing presentations and spreadsheets, familiar with general office equipment including copiers, fax

machines, and 10-key calculators.

• Ability to key 65 wpm.

• Skilled in customer service and telephone operations; handling customer inquiries face to face, via email or

telephone in a professional manner.

• Strong research and presentation skills

• Project management (planning, organizing, leading and implementing)

EDUCATION

Master of Business Administration 08/2010

American InterContinental University Hoffman Estates, IL

• Concentration: Marketing

• GPA: 4.0

Bachelor of Business Administration 07/2009

American InterContinental University Hoffman Estates, IL

• Concentration: Human Resource Management

• GPA: 3.75 (Magna Cum Laude)

Associate of Arts in Business Administration 06/2008

American InterContinental University Hoffman Estates, IL

• Concentration: Human Resource Management

• GPA: 3.80 (with Honors)

PROFESSIONAL EXPERIENCE

Underwriter/Human Resource Intern 06/2008-05/2010

Pioneer Military Lending

• Analyzed military credit applications and credit reports for credit worthiness resulting in making quality loan

decisions.

• Utilized critical thinking and decision making skills to approve/deny applications resulting in a 50% approval

rate.

• Processed loan applications in compliance with federal, departmental and company guidelines.

• Planned and established scheduling needs and daily game plan resulting in efficient time management for a

team of 20.

• Responded to telephone calls from military service members regarding account inquiries or concerns when

needed, contributing to $30k in saved accounts.

• Time and Stress Management in the Workplace club coordinator, planned, organized and facilitated meetings

contributing in improvement of timely completion of assigned projects between 3 different departments.

• Facilitated meetings to discuss human resource policies with offsite management and employees through

webinars and conference calls.

• Planned, organized, implemented Human Resource employee engagement initiative which culminated into a

presentation to upper management, the formation of an action team to implement recommendations to

increase employee engagement/morale branch wide.

Customer Contact Representative 02/2006-12/2007

Progressive Insurance

• Effectively handled high volume incoming customer calls, resulting in successfully achieving call

abandonment expectations, as well as several customer compliments and peer recognition.

• Received and processed policyholder incoming information resulting in the successful issuance of policies.

• Followed strict state and company guidelines in regards to policy services to ensure all policies are in

compliance.

• Utilized as a resource for new hire as well as continuous training for co-workers and cross trained into other

departments as a back-up resource to ensure quality assurance and proper training and development.

• Responded to and documented policy holder claims calls, resulting in accurate and quick processing of claims

requests.

Level II Marketing Specialist 02/2003-02/2006

University of Phoenix

• Assisted in the implementation of strategic marketing events, resulting in effective marketing efforts through

direct mailer, internet banners and career fairs.

• Responded to 100+ telephone and emailed inquiries daily resulting in timely and accurate processing of

student, potential student and instructor’s requests.

• Developed templates and training manual used daily department wide resulting in successful training and

development of new hires and continuous training for employees.

• Coordinated new hire orientation and new hire boot camp. Assisted in issuing and explaining open enrollment

and new hire benefit paperwork

• Coordinated various company events i.e. blood, food and toy drives, holiday parties and quarterly employee

recognition events.

• Assisted in the process of performance reviews and 360 feedback reviews. Was utilized as a point of contact

for guidance for employee reviews.

• Continuously ranked as a Top Performer in overall stats, resulting in recognition as a Q3 Top Performer.

Recreation Instructor 05/1995-11/2000

City of Phoenix

• Assisted with registration during demanding open enrollment sessions resulting in efficient and successful

enrollment of participants in multi-generational community center.

• Provided professional and effective face to face customer service

• Supervised and maintained seasonal employee schedules resulting in efficient time management of 10

employees.

• Prepared statistical and written reports in regards to work study student’s performance resulting in

presentation of statistical information to management thereby assisting in planning and budgeting for ultimate

productivity.

• Received recognition as Q2 employee of the quarter.

Clubs/Associations

• Management Club

• Workplace Learning Training & Development

• Military Club

• Time and Stress Management Club (Coordinator)

• Action Team (Coordinator)

Certification

• The National Institutes of Health (NIH): Protecting Human Research Participants 2010

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