Customer Service Human Resources

Shaniek Green

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

Douglasville, GA 30135

678-***-**** (home) . 678-***-**** (cell) .*************@*****.***

Human Resources/Training/Administration

Experienced Professional with successful track record for assuming

leadership of projects, programs, and initiatives that promoted efficiency,

organizational effectiveness, and job satisfaction. Outstanding

interpersonal and communication skills, with expertise in dealing with

people from diverse backgrounds and cultures. Enthusiastic and personable;

expert in resource management, strategic planning, leadership, team

building, and mentoring. Familiar with Microsoft office suite (Word,

Excel, PowerPoint, Access, and Publisher) LAN, Internet, and UNIX.

EXPERIENCE

Department of the Navy; Naples, Italy

Training Instructor /Employment Specialist, 2008-2010

Managed training programs in new employee orientation, benefits and

compensation, workplace safety, federal hiring process, resume writing, and

career exploration. Planned and designed curriculum, authored

instructional materials, and conducted classes for clients, managers, and

staff.

. Managed job requisition, defined jobs and skill sets, post ads,

scheduled and conducted interviews, and reviewed resumes.

. Provided formal classroom instruction training to 15-30 learners

weekly; utilized PowerPoint displays, overhead projectors, handouts,

CDs, and videos.

. Planned and coordinated a series of successful media recruitment

campaigns, including radio, television and local organizations, job

fairs, and other forms of community outreach.

Fleet and Family Support Center; Naples, Italy

Administrative Support Specialist, 2007-2008

Conducted various administrative duties; Answered multiline telephone

system, maintained appointment and classroom calendar, filed client's

records, and assisted instructors in classroom preparations.

. Revamped Employee and volunteer recognition awards program to

recognize outstanding individuals.

. Provide front desk support functions; Greeted visitors and provided

information and referral.

Cavalier Telephone; Richmond, Virginia

Customer Service Representative, 2005-2006

Performed all aspects of customer support; answered and completed numerous

incoming and outgoing calls in call center environment. Independently

researched information and cross trained and maintained qualifications for

other departments such as, repair, sales and billing.

. Provided a high level of customer service and client relations based

on outstanding communication and interpersonal skills.

. Utilized negotiation and account navigation skills resolved and

managed customer issues often via the telephone for accounts payable,

which required working with internal company departments to more

efficiently resolve issues.

Wells Fargo Home Mortgage; Frederick, Maryland

Customer Service Representative, 2005

Customer Service Representative providing customers with information for

proper care of home mortgage loans. Assisted with but not limited to

advising on different payment methods, analyzing loan documentation, and

counseled clients on payoffs, escrow analysis, and mortgage insurance.

. Using on-line and paper based databases recorded customer concerns and

suggestions and maintained a filing system for record keeping.

. Monitored and evaluated loan documents and escrow accounts to ensure

customer's information was up to date and accurate.

U.S. Army; Various locations

Personnel Manager, 1998-2003

Oversaw well being of enlisted soldiers and provided guidance in the areas

of training, conduct, leadership, and professional development.

Telecommunication Operator provided customer support; answered and

completed numerous incoming and outgoing calls in call center environment.

. Compiled records and reports concerning staffing, interviews, hires,

transfers, promotions, schooling, performance appraisals, and

emergency data.

. Developed curriculum and presented classes and seminars in Workplace

Safety, Prevention of Harassment, Equal Opportunity, Diversity, and

computer software.

. Resolved complaints and grievances regarding employee relations and

management.

Education & Professional development

Pursuing B.S in Human Resources: Mercer University

Anticipated graduation by June 2011

B.S in Human Resources: University of Maryland, European Division, 2008-

2010

70 Semester hours completed.

Certified Career Coach; San Jose, California 2009

Certified Federal Job Search trainer, Columbia, Maryland 2008

Personnel Administration; Ft. Jackson, South Carolina 2001

Financial Administration; Ft. Jackson, South Carolina 2001

Telecommunication Operator/Maintainer; Ft. Gordon, Georgia 1998

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