Customer Service - HR

ANDRE M. HOWARD

267-***-**** Philadelphia, PA

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Customer Service Leadership and Development Human Resources

Experienced professional knowledgeable of both human resources and data research, seeking to enhance the customer service within a specific team. Strong background in team building, leadership development, advisory management of a team. Direct experience strategic planning and goal setting for a board.

HIGHLIGHTED ACCOMPLISHMENTS

Maintained a conflict resolution rate of 98 percent in current position

Developed and implemented organizational policy and disciplinary guidelines to support a team of 111 members.

Collaborated with university president and officials to evolve our Diversity and Inclusion policies.

RELEVANT SKILLS AND COMPETENCIES

Policy Construction Strategic Thinking Organizational Development

Problem Solving Customer Service Relationship Management

Policy Enforcement Training/Development Recruitment

EXPERIENCE

Philadelphia Airport

Integrated Deicing Services - Deicer 2023

Serviced outgoing aircrafts, ensuring each aircraft was properly prepared for takeoff.

Utilized fuel from deicing trucks to remove all debris, ice, and snow that could possibly weigh down the outgoing planes. This ensured the safety of all passengers in bad weather.

Maintained a spray log of each procedure to ensure that each plane was properly fueled after each shift!

Collaborated with colleagues and managers to ensure maintain a clean and tidy workspace for incoming shifts.

University of Pennsylvania Philadelphia, Pa

Human Capital Management Specialist 2019-Present

Acted as the first point of contact for Penn’s Employee Solution Center by managing a high volume of calls, along with addressing and resolving requests via email through a ticket management system.

Trained, onboarded, and developed incoming employees in all areas Human Resources and customer service.

oEnsured that each trainee maintained both a first response rate and a resolution rate of 90 percent or higher with all incoming employee inquiries.

Improved employee experience with guidance prior to, and after the implementation of Penn’s Workday system. Acknowledged inquiries with recruitment, staffing, compensation, payroll, and more. Worked with the necessary departments to ensure that all escalated issues were managed properly.

Took initiative to gain knowledge of all Policies and Procedure of the University, resulting in an increased ability to service all employee and non-employee questions or and concerns.

Developed an intake process that reduced the number of steps for evaluation, leading to a departmental high first response rate of 94 percent for all incoming inquiries within the university.

Trained with representatives from multiple university teams to ensure proper understanding of all procedures, producing a departmental high-resolution rate of 98 percent for all inquiries throughout UPenn’s hospital and UPenn’s university.

CREATING HIGHER STANDARDS (CHS), Indiana, PA

Executive Board Member, Mentor, Recruiter, and Disciplinarian 2015-2019

Oversee 6 mentees to ensure their successful social and academic acclimation to the college environment by consistently meeting with them and providing leadership development guidance. Coordinate and plan weekly group meetings and social initiatives for the 111 members of CHS. Recruit and Interview candidates interested in joining the organization.

●Interview members who violate organizational policies; drafted a blueprint of sentencing guidelines with consequences for those who violate policies resulting in a more structured organization based on the policies I constructed.

●Presented on academic excellence achievement strategies to entire group, producing positive ways to get involved throughout the university and maintain GPAs of 3.0 and higher.

●Evaluated the effectiveness of the organization (through the overall GPA of the organization); implemented new policies and regulations each year to get the best possible efficiency.

●Evaluated the effectiveness of the organization (through the overall GPA of the organization); implemented new policies and regulations each year to get the best possible efficiency.

AFFILIATIONS AND ACCOMPLISHMENTS

Kappa Alpha Psi Fraternity Incorporated 2018-Present

Young Government Leaders of the District of Columbia 2017-Present

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