Human Resources Customer Service
Resume:
NIKILA
HAMMOND
*************@*****.***
Southfield, MI 48075
SKILLS
Project Management
Scheduling and Planning
Logistics Coordination
Data Analysis
Billing Adjustments and Refunds
Problem Resolution
Excellent Written and Oral Communication
Customer Service and Assistance
Customer Retention Strategies
Document and Records Management
First-Tier Technical Support
Data Evaluation
Effective Written and Verbal Communication
Issue and Complaint Resolution
Customer Relations
Microsoft Office Suite
Complex Problem-Solving
Customer Focus
Coaching and Mentoring
Performance Improvement
Key Performance Indicators
Team Supervision
Analytical Thinking
Conflict Resolution
Process Improvement
EDUCATION
University of Phoenix
Tempe, AZ
MBA: Business Management Human Resources
University of Phoenix
Tempe, AZ
Bachelor of Arts: Business Management
PROFESSIONAL SUMMARY
Experienced leader, a team builder, with adept business acumen. An analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Dedicated to applying transferrable skills, i.e., employee engagement, policy interpretation, training facilitation, and internal/external customer focus into a Human Resources Specialist or HR Coordinator role.
WORK HISTORY
DTE Energy - Contractor
Detroit, MI • 12/2023 - Current
Deliver exemplary service to customers, scheduling various field related services, i.e., gas inspections/repair.
Deliver outstanding service to customers by executing sound resolutions to service issues.
Managed multiple projects simultaneously while maintaining strict adherence to deadlines.
Coordinate timely delivery of services during emergency situations and mass outages.
Piedmont Airlines - Customer Service Specialist
Detroit, MI • 06/2022 - Current
Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Address customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Achieve high satisfaction rating through proactive one-call resolutions of customer issues.
Comply with company policies and procedures by encouraging positive and effective work environment among employees.
Provide primary customer support to internal and external customers.
Maintain and managed customer files and databases.
Comcast/Xfinity - Fulfillment Team Lead
Plymouth, MI • 01/1998 - 12/2022
Lead fulfillment coordinators to ensure department meets/exceeds daily goals and KPI's.
Performed audits of inventory and selected products to ensure availability.
Monitored daily performance of team members to ensure timely completion of service fulfillment orders and avoid delays.
Trained new team members by relaying information on company policies/procedures and performance standards.
Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Cross-trained existing employees to maximize team agility and performance.
Performed inter-departmental communication to stay current on inventory levels, complete accurate orders, and resolve item issues.
Project manager for various team projects to achieve continuous improvement and performance management.
Monitored time and attendance, schedule adherence and FMLA usage enforcing compliance with company procedures relating to absenteeism.
.
Contact this candidate