Sha’Qunta M. Calles

**** ******* ** *** *-* Augusta, Georgia 30906 706-***-****

Email address: acx5tj@r.postjobfree.com

OBJECTIVE

To obtain a career with a growing company that will allow me to use my skills in a professional manner. I have excellent customer service abilities, organizational skills and leadership skills and talents. As entry level of legal assistant, human resource administration or any administrative position, I expect to start with tasks such as maintaining schedules, organizing paper work and communicating between organizations and individuals to set up appointments and meetings and much more. I am also prepared to facilitate company trainings and oversee compliance with industry and legal guidelines.

Education

Business Administration Bachelor Degree, Paine College (Augusta, Georgia) Graduated: In Progress, December 2018, 3.21 GPA

Paralegal Studies Associate of Applied Science Degree, Augusta Technical College (Augusta, Georgia) Graduated: May 2016, 3.21 GPA

Paralegal Internship (Augusta, Georgia) January 2015- September 2015 Health Care Assistant Certificate, Augusta Technical College(Augusta, Georgia) Graduated: May 2009, 3.53 GPA

General Education Diploma, Augusta Technical College, (Augusta, Georgia) Graduated: October 2007

Skills

Demonstrate proficiency Microsoft Word, Excel, PowerPoint, Access, Outlook, Office, and Adobe Acrobat

WPM 55, Multiline Phone Skills, Faxing, Copying, and Filing

Management, Account and Time Management

Team Player, Team Building and Coach

Flexible, Creative, Initiative, Motivated, Organized, Reliable, Timeliness, Logical Thinker, and Reliable

Client Relations, Event Planning, Establishing Relations, and Networking

Written Communication and Public Speaking

Affirmative Action, Applicant screening, Coaching, Training, Collaborating, Compensation, Company Policies and Procedures, Conflict Resolution, Customer Service, Employee Benefits, Employee Rights, Hiring, Job Postings, Local Laws, Orientation, Payroll, Problem Solving, and Pre-Employment Screening

Skilled in delivering work products with a high degree of accuracy and timeliness

Ability to determine priorities and meet the deadlines required with minimal supervision

Demonstrate proficiency in both verbal and written communications

Related Experiences:

Human Resource- iCandy Dance Studio, Augusta, Georgia August 2015 – present

Scheduling and Registration

Billing and Bookkeeping

Maintained the work structure by updating job requirements and job descriptions for all positions.

Established organization with staff by establishing a recruiting, testing, and interviewing program; counseling owners on candidate selection; conducting and analyzing exit interviews; recommending changes.

Prepared employees for assignments by establishing and conducting orientation and training programs.

Ensured legal compliance by monitoring and implementing applicable human resource federal and state requirements; conducting investigations; maintaining records; representing the organization at hearings. I contributed to team effort by accomplishing related results as needed.

Maintains management guidelines by preparing, updating, and recommending human resource policies and procedures.

Maintains historical human resource records by designing a filing and retrieval system; keeping past and current records.

Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

Completes human resource operational requirements by scheduling and assigning employees; following up on work results.

Maintains staff by recruiting, selecting, orienting, and training employees.

Maintains human resource staff job results by counseling and disciplining employees; planning, monitoring, and appraising job results.

Contributes to team effort by accomplishing related results as needed.

Manager/Trainer//Resolution Supervisor/ Floor Support/ Quality Assurance/ Customer Service Rep - Convergent Outsource, Augusta, Ga

August 2010- August 2015

Plans, conducts, coordinates and implements a comprehensive training program for staff. Training components will be geared toward new hires, existing staff and individuals who seek one-on-one assistance.

Prepared new representatives by conducting orientation to sales and service processes; developing individual coaching plans; providing resources and assistance; scheduling orientation and ongoing training.

Determined training needs by observing sales and service encounters; studying sales, technical, service and customer experience results reports; conferring with management.

Developed individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources.

Improved training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.

Supported training financial objectives by recommending budget items; controlling costs.

Updated job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

Engaged in all sales- and service-related tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities.

Manage by walking around the call center and always being visible to answer questions.

Took calls that agents could not handle and was available when an agent appeared to need assistance.

Monitored queue and track inbound calls. I kept agents aware of inbound calls, calls waiting, abandonment rate, etc.

Motivated and encouraged agents through positive communication and feedback

Assisted in maintaining small business accounts and keeping them updated.

Assisted with management on refining and scheduling appropriate training sessions, develop training documents that support call center operations and create residual training pieces to foster growth.

Held accountable for assisting agents by providing them with accurate information about Sprint products, services and showing how to navigate through Sprint computer tools to find the latest update information within the company. I also am responsible for taking over any escalate calls that agents are unable to handle and provide a reasonable solution that best suits the customer as well as Sprint.

Analyze the customer account characteristics and work with customers to resolve their issues, persuading them to bring their account current, and/or recommending appropriate solutions while providing "best in class" customer service

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