Nathiefa Hamilton

347-***-**** • ac0zfx@r.postjobfree.com

Career Profile:

Results-driven professional with over 15 years of progressive hands-on experience. Demonstrated expertise providing outstanding customer service and staff leadership. Leverages wide-ranging talents to effectively manage highly complex projects, mitigate risk, infuse new-ideas, and deliver large company capabilities. Exceptional ability to research, analyze and translate information to diverse audiences. Excellent interpersonal capabilities, cultivating relationships with users, staff and management.

AREAS OF STRENGTH

Project/Lean Management

Training & Development

Conflict Resolution

Contract Negotiation

Customer Service

Account Management

Client/Employee Relations

COMPUTER/SOFTWARE SKILLS

Microsoft Office Suite

PeopleSoft

Microsoft Outlook

COGNOS

Lotus Notes

WFAC/WFADO

PowerPoint

SharePoint

FACS/TIRKS

crossover

PROFESSIONAL EXPERIENCE

VERIZON CORPORATE, Basking Ridge, NJ Jan 2014 to Dec 2015

Training Coordinator

Managed the logistics for planning, scheduling and execution of the training program according to established timelines

Ensured an effective management of Business Leaders engagement process for training sessions

Advised the Director of Training on training program planning, content, strategies and assisted with conflict resolution to identify best practices

Respond daily to non-technical support issues and questions from employees throughout the organization, following appropriate escalation paths

Reconciled and sustained training program financials (p-Card, invoices etc.)

Utilized various systems (SharePoint, MS-Office & Outlook) to create files, charts, slides and presentations

Create, edit, schedule and maintain ad hoc training reports to monitor training initiatives

Secured venues domestically and internationally for training sessions-collaborated with 3rd party vendors

Coordinated delivery of all training supplies and catering

Collaborated with distribution partners and cross-functional teams; provided recommendations, identified issues, increased productivity and improved efficiency

Improved employee interaction and motivation through consistent evaluation and feedback to streamline operations while increasing employee performance

Conduct observations of programs and/or deliver pilots of new or updated programs and provided documented feedback to ensure the development of the process

Demonstrated outstanding verbal/written communication and leadership skills to effectively resolve training challenges and promote a positive learning environment

VERIZON COMMUNICATIONS, Allentown, pa Sep 2006 to Jan 2014

Consultant

Utilize strong sales and organizational skills to meet corporate requirements for sales objectives.

Review customer requests for service and probe necessary questions to ascertain consumer needs.

Take customer calls to listen and resolve concerns to their satisfaction within company policy.

Conduct customer training via phone and provide sales fulfillment material to the customer.

Provide interdepartmental leadership to resolve disputes, improve quality and enhance customer satisfaction.

Skilled in delivering retention strategies and save offers while providing side by side training to identify best practices.

VERIZON ENTERPRISE SOLUTIONS, New York, NY Jun 2000 to Sep 2006

Claims Representative

Used various systems to developed comprehensive reports for technicians investigating claims.

Utilized effective analytical and problem-solving skills to facilitate successful completion of claims while translating information to diverse audiences.

Effective liaison and communication ability proven by resulting interaction with users, team member’s management, and partners.

Reconciled customer accounts to ensure accurate billing in contracts.

Managed customer escalations to minimize complaints.

Conducted Root Cause Analysis for upper management to decrease corrective credits related to billing.

Served as acting supervisor supporting 50+ customer care representatives, provided training assigned claims, and negotiated with consultants and representatives to resolve various issues.

Responsible for payroll processing and tracking representative hours.

HOUSEHOLD FINANCE CORPORATION, Brooklyn, NY Jan 1997 to Jun 2000

Account Executive

Responsible for opening and closing the office daily.

Attained personal sales goals utilizing knowledge of products and services through face-to-face negotiation and cold call solicitation.

Responsible for the maximization of new money advanced through consistent contribution to the overall Loan Account Gain of the branch.

Interviewed applicants and analyzed the applicant’s financial status, credit, and property to determine feasibility of granting a loan.

Recommended approval of customer applications for lines of credit, commercial loans, real estate loans, and consumer loans.

Prepared closing statements, witnessed signing of real estate documents & contracts, disbursed funds, and coordinated closing activities.

Conducted follow-up sessions with HFC potential and actual customers to generate root cause analysis.

Ensured loan agreements were complete and accurate per policy.

VOLUNTEER EXPERIENCE

VOLUNTEERS OF AMERICA, New York, NY Jan 2016 to Jan 2017

Helped organize employment events using government processes per the unemployed population to link individuals with prospective employers based on their qualifications. Maintain data base of employment listings, employment search and community based employment development organizations.

LENOX HILL HOSPITAL, New York, NY Apr 2016 to Dec 2016

Trained staff on new patient system

Helped provide support and feedback to trained individuals.

Compiled and maintained evaluation reports.

EDUCATION

Drexel University, Philadelphia, PA

Master of Arts, Human Resources Development (2017)

Villanova University, Villanova, PA

Certificate, Six Sigma Green Belt (2013)

Cornell University, New York, NY

Certificate, Human Resources Studies (2006)

Empire State University, New York, NY

Bachelor of Science, Economics & Business Management (2004)

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