Customer Service Human Resources

EBONY A. MCKNIGHT

*****.********@*****.***

cell# 614-***-****

QUALIFICATIONS: A solid business foundation that includes the leadership

abilities to contribute and grow with a company:

-3+ years of direct HR experience

- 9 years of financial services experience

-10 + years of support function

experience - 5+ years of call center experience

-14 years of customer service

experience

EDUCATION

9/2005-7/2007 The ohio state university, fISHER cOLLEGE OF bUSINESS

columbus, oh

Master's of Labor & Human Resources

EXPERIENCE

3/2013-Present METTLER-TOLEDO

COLUMBUS, OH

HR Representative

. Serve as the primary contact for employees and leaders within

the Canadian and US business units

. Manage the SAP and Halogen databases that securely houses all

employee information

. Generate monthly/quarterly standard reports and reports by

request utilizing the SAP/HCM

. Coordinate quarterly Employee Anniversary Breakfast and

Birthday Recognition events

. Benchmarked companies that aided in the design of the company

Retirement Recognition Program

. Manage job-posting process and partner with external vendors

to assist with recruiting needs

. Co-facilitated leader focus group resulting in the design of

the Leader Report Request Form

. Redesigned the US and Canadian SharePoint sites to enhance

information access, ease and user-friendliness

. Co- coordinated the employee benefit enrollment processes and

participate with the administration

. Led the coordinated of the Performance Achievement and Reward

program processes

1/2012-2/2013 BMW FINANCIAL SERVICES

Automotive Sales Specialist

HILLIARD, OH

. Revised the call quality document which minimized procedural

confusion and maximized

overall team performance and customer service.

. Created written communications which educated customers about

the various refinancing options

and enhanced team efficiency.

. Receivd calls from customers to assist with their account

refinancing needs.

9/2011-1/2012 Interim Call Quality Analyst

. Led the new hire training class to introduce the call quality

evaluation system to associates.

. Partnered with Training Analysts and External vendor to set-

up system access for new hires

. Collaborated with the Collections Training Analyst to pilot a

new hire training for the

Collections team which was implemented.

. Enhanced the ICC Call Cycle training document to assist with

improving associate verification process

. Analyzed and distributed monthly reporting's which

highlighted associate passing rates and provided

feedback to support department, team and individual goal

achievement.

. Facilitated calibration sessions with Team Leaders and

Training Analysts to maintain consistency

with call quality standards.

. Partnered with external vendor to ensure the completion of

monthly call quality evaluations

11/2010-9/2011 Pooled Unit Level-1 Agent

. Redesigned the Call Quality guide which enhanced user-

friendliness and better interpretation of guidelines

. Collaborated with the ICC Training Analyst and the Management

team to ensure proper accuracy

and approval of the revised Call Quality Guide

. Presented the new version of the Call Quality document to

educate the associates about the

changes and implementation of the new document

. Analyzed monthly call quality results and disseminated

communications to provide recognition

and feedback to support associate performance

. Received calls and faxes from customers, dealerships,

insurance companies to assist with

customer financial services needs related to the lease-end

process.

6/2010-11/2010 Customer Service Advocate

. Identified an opportunity to review the Call Quality document

that resulted in the creation of

the Call Quality Committee

. Receive calls and faxes from customers, dealerships,

insurance companies to assist with customer needs

DAWSON RESOURCES: BMW FINANCIAL SERVICES

HILLIARD, OH

3/2009-6/2010 Temporary Associate: Insurance Default Specialist

. Provided support to the Team Leader by coordinating meetings

and designing newsletters

to enhance cross-functional learnings, communication and

engagement

. Created a training procedure manual for the Insurance Default

Specialist position to assist with

on-board training

. Designed and implemented a department wide recognition

program to enhance morale,

engagement and visibility of the management team and their

employees

. Selected as the Social Committee Chairperson to lead and

organize meetings and activities to

enhance department engagement and morale.

. Supported Insurance Specialists by responding to inbound

calls to address issues involving total losses

GE MONEY BANK

KETTERING, OH 7/2007-11/2008 HR Generalist

. Served as the primary contact for 200 non-exempt employees

for 3client groups

. Partnered with vendor to manage the full cycle recruiting and

staffing process

. Coached managers throughout the recruiting process (managed

postings, formulated questions,

conducted interviews, identified candidates, and prepared pre-

employment paperwork)

. Organized career fairs and participated in university

recruiting

. Led and organized employee career advancement initiatives to

increase retention

. Conducted Management assimilation initiatives to orient new

managers to their new teams

. Conducted presentations to educate employees and Sr.

management which provided proper

interpretation and guidance about business policies and

procedures

. Coordinated employee activities such to increase visibility

of executive leadership

. Led and organized activities and events to build and leverage

employee morale

Summer 2006 EXXONMOBIL

HOUSTON, TX

Global Human Resources Services Intern

. Designed a Territory Manager toolkit which provided

leadership training to Store Managers

. Gained input from leadership and recreated the Project

Management Best Practices Guide

9/2005-7/2007 The ohio state university

office of minority student services

columbus, oh

Office Manager/Graduate Administrative Assistant

. Supported the Office Director by organizing academic and

career enhancement initiatives

. Managed a team of 15 undergraduate and graduate level student

workers

. Coordinated the on-boarding process and training initiatives

to orient new hires

. Conducted monthly sessions with employees to review

performance and provide feedback

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