Human Resources Team Lead
Resume:
Alphea Bugg
Unit ***
Palatine, IL 60074
Tel: 847-***-****
Email: ********@*****.***
I am pursuing a remote position that focuses on data management/entry
Skills:
MicroSoft Office - (Advanced)
Excel
PowerPoint
Word
Teams
Performance
Human Resources - Workday
System Pilot Testing
Entered and maintained data
Benefits (open enrollment corrections
Compensation: Bonuses, Salary and Stock Options
On-Demand Reporting
Training and Support
Director 7- Client Management Tool for Mortgages
Changes to Client Information
Escrow Updates
:
HelpDesk
Clients Online Access Issues
Registration
Updating Content
Diagnostics
Work Experience
Dovenmuehle, Lake Zurich, IL
Team Lead II November 2021 - July 2024
Provide support to department representatives by monitoring and prioritizing workflow, handling escalated or complex issues, and serving as an expert on the services and procedures of the department.
·Ensure productivity standards are met and tasks are completed on time
·Monitor call volume in queues; prioritize and distribute workload for the team
·Deliver continuous coaching and positive reinforcement to the staff, leading the team to meet and exceed client expectations and company goals
·Effectively communicate Department standards & expectations, track & measure
·individual, and team goals, assist with evaluations of agents, providing feed-back and support
·Proactively identifies workflow process improvements, suggest, and implements resolutions
Supervisor Customer Service
Team Lead II January 2021 - November 2021
Provides supervisory support to the department by monitoring and prioritizing workflow, handling escalated or complex issues, and serving as an expert on the services and procedures of the department.
Functions and Duties:
·Direct supervision.- (14 Direct Reports)
·Maintain departmental processes and procedures.
·Monitor daily workflow, assessing deficiencies and identifying process improvements.
·Prepare and evaluate CSR performance weekly
·Handle performance issues, evaluations, personnel time off, ADP.
·Assist in staff training issues.
·Assign special projects
·Oversee staff performance
·Maintain telephone servicing levels.
·De-escalations (tasks, calls, client and borrower issues, etc.).
·Work with other departments for ongoing process improvements.
Team Lead II January 2021
Provide support to department representatives by monitoring and prioritizing workflow, handling escalated or complex issues, and serving as an expert on the services and procedures of the department.
·Ensure productivity standards are met and tasks are completed on time
·Monitor call volume in queues; prioritize and distribute workload for the team
·Deliver continuous coaching and positive reinforcement to the staff, leading the team to meet and exceed client expectations and company goals
·Effectively communicate Department standards & expectations, track & measure individual, and team goals, assist with evaluations of agents, providing feed-back and support
·Proactively identifies workflow process improvements, suggest, and implements resolutions
Banner Personnel Services, Inc. October 2020- January 2021
Customer Service Representative
Contractor assignment at Dovenmuehle
Answered complex customer inquiries within an inbound ACD Call Center environment on behalf of both DMI and Private Label clientele.
·Answered complex loan servicing customer inquiries
·Ensured customer requests were coordinated with internal and external departments as needed
·Provided a positive interaction, quality support throughout the organization as well as with the customer and clients
·Represented "Private Label" clients by using their organization name correctly while interacting with their customer base
·Maintained knowledge base of current practices, procedures, and policies for each department within loan servicing
·Documented all customer contact on both SER1 notes and the call work code system
Burlington, Hoffman Estates, IL July 2018 - March 2021
Sales Associate
Maintained the overall appearance of the baby depot, youth and toy departments by ensuring the merchandise has a price tag, applicable security tag and correct sizing. In addition, they were displayed effectively for sales. Also serve as a backup cashier and product markdown associate.
·Cashier Customer Service
·Merchandise
·Display Pricing
QCSS Smart Center, Deer Park, IL October 2018 - January 2020
Customer Relations Specialist
Managed 300 or more inbound and outbound calls per day. These calls ranged from product recalls, subscription renewals, customer support and sales.
·Customer Relations
·Account Management
·Sales
·Vendor Support
Motorola Mobility, A Lenovo Company, Chicago, IL September 1995 - June 2017
Supervisor Human Resources, Corporate Operations:
HR Service Center Supervisor responsible for managing the day to day operations. Managed HR Global systems at the Corporate Level, The Americas: US, Canada and Latin America, China India and Europe. Ensured that all employee’s data were fully integrated into the corporate systems daily.
Supported and trained departmental executives and the managers on the proper use of all HR systems as needed.
Liaised with HRIS thus ensuring system related issues were addressed and resolved expeditiously to avoid a delay in the day to day operations Human Resources
Managed three direction reports who were responsible for supporting service center queue of process and procedural questions; i.e., benefits, time and attendance, training and system access issued and case management and exit interviews:
Account Management:
·Open Enrollment
·Outplacement Training for Reduction In Force Employees
·E-Verify
·Executive Conference and Team Building Events
Systems and Processes:
·ADP End-User Support
·Background Checks
·Benefits Diversity Tracking/Reporting
·Employee Relations
·Executive Meeting Planner
·Expat Repatriation
·Chat
·Docs
·Drive
·Forms
·Presentations
·Spreadsheets
·Voice
·Kronos
·Timecard Entry
·Modify/update employee data
· I-9 Management
·e-Verify
·MicroSoft Office - (Advanced)
·Excel
·PowerPoint
·Word
·Teams
·Performance Improvement
·Performance Management
·Planning and Tracking
·Project Manager
·Service Center Management
·Trainer
·TALEO
·Workday Transactions
The NutraSweet Company, Deerfield, IL March 1990 -September 1995
Business Systems
Supply Chain -- Managed the daily electronic data interchanges between retailers. Marketing - Coordinated quarter events and Sales Team computer trainer
·Abriva
·Vendor Management
·Administrative
·Content Developer
·Event Planning
·Telink - EDI Sales Team Systems
·Trainer
Education
Roosevelt University, Schaumburg, IL - Professional Administration
William Rainey Harper College, Palatine, IL - Computer Science and Business Administration Loyola
University, Chicago, IL - Majored in Marketing and Communications Anchorage Community College
Anchorage, AK - General Studies
Earned 50 or more credits
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