Sharna P. Williams

*** ***** ***** ******

Kernersville, NC 27284

336-***-**** H; 336-***-**** C

E-mail: abkzij@r.postjobfree.com

Career Objective

To obtain a position in Human Resources utilizing my educational background

and work experience.

Computer Skills

Include MS Office, Excel, Power Point, Crystal Reports, JD Edwards, JBA,

and JDE One World.

Education

DeVry University, Keller Graduate School of Management, Charlotte, NC

Master of Science, Human Resource Management; June 2005 with Honors

High Point University High Point, NC

Bachelor of Arts, Human Relations, Concentration: Business, May 2002

Member of Society for Human Resources Management (SHRM), 2005

Professional Experience

Forsyth Technical Community College, Winston-Salem, NC February,

2010-Present

Volunteer Teacher Assistant/Adult Literacy Program

. Provide tutoring to students

. Developed lesson plan used to aid students with writing a basic essay

. Occasionally provide additional instructions for further learning

Employment Security Commission, Winston-Salem, NC June, 2009-

October, 2009

Volunteer CRC

. Assisted clients file unemployment claims

. Partnered with clients to develop resume`s for potential job offers

. Guided clients with their job search when needed

. Responsible for light administrative duties

. Provided the receptionist assistance with incoming clients when needed

Liberty Hardware, Winston-Salem, NC April, 2002-

January, 2009

Customer Service Lead

. Provided HR related duties such as:

. Scanned resumes and conduct phone interviews for potential

Customer Service reps

. Set up and conduct interviews

. Participated in the hiring process

. Mentored and trained new hires

. Administered quality customer service to clients and consumers

. Executed motivational techniques to improve customer service and

morale

. Developed a Standard Operating Procedure manual for new store customer

orders

. Implemented a schedule that successfully provided sufficient customer

service during busy hours

. Managed direct reports and provide assistance as they manage their

client accounts

. Processed timecards for payment and approved time off

. Identified goals for direct reports

. Scheduled training classes as well as One on One team meetings with

direct reports

PAI, Piedmont Associated Industries, Greensboro, NC

October, 2001- December, 2001

Intern

. Designed a mentoring program for area high school to provide

alternatives to violence

. Compiled and summarized workshop evaluations for quality control

. Developed articles for monthly company newsletter

United Healthcare, Greensboro, NC August, 2000-

October, 2001

Customer Service Specialist

. Handled calls relating to health insurance claims and benefit plans

. Resolved insurance claims in a timely manner

. Practiced consistent conflict resolutions for clients regarding

unprocessed claims

Accomplishments

Employee of the Year (1996) Recipient of 8 Customer Service Excellence

awards; 2 Quality Service awards, Employee of the Quarter (2003) and Dean's

List, 2002.

Volunteer Services

High Point Regional Hospital, Patient Advocate (1998-2000) - Communicated

as a liaison with patients, healthcare staff and family members in the

Emergency Room.

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