Customer Service Manager

Ten years of Administration/Management Experience

Passion for utilizing creativity, innovation, and leadership while executing proper procedures to effectively ensure project completion and continual support. Skills and areas of knowledge include:

•Business/Web application Analysis

•Policy/Procedure Enforcement

•Negotiation

•Overseeing of Operations

•On-site Supervision

•Effective Communication

•Data Mapping

•Procedural Examination / Troubleshooting

•Testing/Diagnostics

•Customer Advocacy

Technical Summary

•HRIS Knowledge: PeopleSoft, SAP, SharePoint, ADP, Oracle, Oracle Service Cloud, Lotus Notes, Workday, etc.

•Configure Domain Controllers, and Active Directory

•Utilize and configure Microsoft Office including Word, Excel, PowerPoint, Outlook, and Visio

•Build, repair, maintain and troubleshoot computer systems

•Efficient creation of folders, users, and groups within data processing systems

•Install, Configure, and troubleshoot Windows Server 2008 R2

•Build, assemble and disassemble personal computer systems installing CPUs, CD ROMs, hard drives, RAM, sound/video cards, and network cards and modems

•Installation and management of operating systems including Windows XP, Vista, Windows 7, and Linux

Related Skills

•Excellent customer focus

•Strong problem solving and analytical skills

•Self-motivator and team player

Professional Experience

Human Resources Generalist

Walmart Global Shared Services

January 2017 – August 2018

•Supported and educated international business partners on best practices to drive compliance across the business.

•Conducted behind-the-scenes research and reviewed processes for efficiency and standardization.

•Developed new HR/IT policies, and ensured their compliance with state laws.

•Provided customer service by resolving customer disputes and inquires.

•Provided transactional and technology support for high level escalations.

•Contributed to quality control by notifying management of quality issues or concerns, and sharing process improvement suggestions.

•Performed testing, troubleshooting and in-depth research to resolve process issues.

•Operationalized HR Shared Service Business Processes.

•Provided high level of support for payroll and recruiting.

HR BPO Specialist

Aon Hewitt, Charlotte, NC

December 2010 - December 2016

•Resolved inbound HR related inquires relating to healthcare benefits, 401k, payroll, etc.

•Facilitated compensation virtual training to associates and provide RMS navigational support.

•Provided administrative support to managers for processing job and pay rate changes, assist with terminations, and the transferring of employees to other managers, and onboarding.

•Completed projects regarding: data management, transaction workflow and call processes improvements.

•Processed system data feeds, data flows and confidential/sensitive information.

•Served as a Subject Matter Expert for healthcare and life benefits: Medical, dental, vision, spending accounts, Medicare, retirement, and payroll administration.

•Assisted managers and associates with creating Performance Plans, Development Plans and writing Mid-Year and Year End performance reviews.

•MyHR: Assisted associates with enrolling in direct deposit for one or more accounts, updating personal information.

•Acted as liaison between HR and third-party vendors to update employee healthcare benefits.

•Created SOPs for domain training for the learning process.

Office Manager/Claims Assistant

GMAC Insurance Company, Charlotte, NC

December 1996 - March 2009

•Maintained all office equipment operations.

•Managed all aspects of data processing software.

•Compiled department-wide salvage data and completed four different reports each month.

•Analyzed and reported the Salvage Tracking over 70 days, Co-Part over 30 days, and weekly run process claims and EPIC to include indexing of claims to ensure compliance letter sent.

•Checked and reassigned claims from bucket.

•Assisted with assignment/workload management for field offices.

•Tested pilot systems to evaluate market demand, product design, and delivery methods.

•Managed a team of 6.

Education & Credentials

WINSTON SALEM STATE UNIVERSITY Winston Salem, NC

Bachelor’s Degree of Arts

ITT Technical Institute Charlotte, NC

Associate of Applied Science Degree, Computer Network Systems

Core Courses:

Microsoft Desktop Operating System, Database Development, Network Standards & Protocols, Microsoft Network Operating Systems I/II, Linux Operating System, Linux System Administration, LAN/WAN Networking

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