Customer Service Human Resources

Shauna B. Hawkins

**** ******** **** **. *** ** ● Houston, TX 77057 ● 281-***-**** ● *********@***.***

Accomplished professional seeking a position in the capacity of HUMAN RESOURCES

GENERALIST/ADMINISTRATIVE ASSISTANT within a general business, bringing the following

experience, skills, and attributes:

Six years of experience performing Human Resources duties: supervision, administration,

employee service, employee counseling, training, and budgets.

Interface well with others at all levels including patrons, professionals, and staff.

Caring and hardworking with excellent interpersonal communication, customer service, and

office support skills.

Exercise independent judgment, decision-making abilities, and a high level of confidentiality.

Windows 8, Microsoft Office (Word, Excel, PowerPoint, Access, Outlook)

CORE PROFESSIONAL STRENGTHS

Customer Relationship Management Data Management

Analytical & Conceptual Problem Solving Diverse Populations

Leadership/Motivation Program Development

Conflict Resolution Quality Assurance

PROFESSIONAL EXPERIENCE

Andy Howard’s Pest Control, Houston, TX/Austin, TX

Assistant Manager Human Resources Generalist 07/08-Present

Responsible for providing HR support with regards to all aspects of HR including; policy

interpretation, performance management, employee relations, HR reporting, rewards and

recognition, and training and development. Also, responsible for providing administrative

support including: scheduling meetings, handling information requests, preparing

correspondence, receiving visitors, arranging conference calls, and organizing and maintaining

client and executive files.

Notable Achievements:

Promoted to Assistant Manager after 6 months of employment.

Facilitate a monthly Round Table to identify and resolve department problems.

Provided extensive on-the-job training and attentive supervision to a troubled employee,

which resulted in the employee’s success as an empowered and accountable team

member.

Spark Energy, Houston, TX

Customer Service /Online Services Representative (Part-time) 08/06-12/08

Interpreted, Evaluated, and Resolved telephone and online inquiries pertaining to customer

utility bills and company services. Documented and tracked status of customer telephone/email

inquiries, coordinated appropriate responses and followed up to ensure customer satisfaction.

Notable Achievements:

Ranked in top 3 of 25 customer service representatives.

TXU Gas/Cap Gemini Energy, Sugarland, TX

Senior Customer Service/Offline Services Representative 06/04-10/05

Interfaced and coordinated activities with Operations, Customer Service and Account

Management. Interacted with TDSP’s, CR’s and ERCOT to resolve market related customer

escalation issues including Inadvertent switches using a variety of internal and market-wide

tools/processes.

Notable Achievements:

Received Top Performer award for every quarter of 2004.

Rapidly promoted after five months to Offline Services Representative.

Education

B.A., Psychology; Minor, Art History,

Texas Southern University, Houston,TX-2010

References Available Upon Request

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