Customer Service Human Resource

Kelli Lenton

Oro Valley ***/***-**** *****@***.***

Objective

To begin a career as a recent college graduate with over 19 years of experience as a human resource specialist and customer service representative at Wells Fargo Bank.

Education

NORTHERN ARIZONA UNIVERSITY MAY 13, 2016

Bachelor of Science in Logistics and Supply Chain Management

GPA: 3.6

Electives:

MAT 213- Brief Calculus

GBS 221- Business Statistics

MKT271- Principals of Marketing

BBA 300- Principals of Management

BBA 305W- Business Communications

POS 303- Social Science Research

BBA 335- Human Resource Management

BBA 340- Management Info Systems

BBA 360- Teams and Project Management

CST 472- Organizational Communication

CST 477- Mediation and Conflict Management

PADM 401- Managing Change in 21st Century Organization

CIS 117DM- Microsoft Access: Database Management

BPC 170- Computer Maintenance: A+ Essential Prep

CIS214DE- Adv. Excel Spreadsheet: Level II

Work Experience

HUMAN RESOURCE SPECIALIST WELLS FARGO CO. OCT. 1998 – DEC. 2017

Expert in HR policies and procedures. Proficient in resolving internal and external requests via phone, email or virtually, as a corporate human resource representative.

First-level support for all Human Resource Online Tools used by Wells Fargo for internal and external users.

Expert in troubleshoot routine computer application problems to maintain or restore service, resolve basic issues or escalate as needed to meet established service level agreements.

Support end-users by effectively investigating, analyzing and identifying issues and trends.

Liaison between the users and the 2nd level Systems group to effectively provide application support.

Experience in working with various departments and vendors in accomplishing their goals and objectives.

Track record of reporting procedures to streamline and improve our service applications, customer-satisfaction ratings, service level agreements and risk management.

Demonstrated ability to gain customer trust and provide exceptional follow-up.

Secured numerous company achievement awards for delivery of exceptional customer service and recognition for various system implementations.

Project Lead for Annual Reviews from 2006-2009. By adding and training the support population, wrote training manuals, partnered with technical groups, provided escalation and continuous daily communications while supporting high level managers (40-50,000+)

Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures.

Collaborate with management to create strategic plans to enhance customer satisfaction.

Have experience supporting inquiries concerning Payroll, Benefits and Leave of Absence.

Proficient in Microsoft Office.

ACTIVITIES

Phi Theta Kappa National Honors Society

HonorSociety.org

Habitat for Humanity, St. Mary’s Food Bank and United Blood Services Volunteer

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