Erika K. Smith, MBA

Ph. 214-***-****

adnbhe@r.postjobfree.com

Open to Relocation

Strategic business partner with 10+ years of exemplary leadership and program development experience, sound business acumen, and HR and Call Center management capabilities.

American Intercontinental University Master of Business Administration, Human Resources 2018

Texas A&M University Commerce Bachelor of Arts, English 2006

Software/Systems: AS400, SAP, MSP, Oracle, HRMS, HR Direct, Success Factor, MS Office Software, Kenexa, Taleo, PeopleSoft, Kronos, LMS, Workday, Deltek, HRIS, Payroll, SAP

Dallas Independent School District Substitute Teacher

01/2020- Continuous

Amazon Senior Human Resources

September 2020- April 2021

-Support associates and managers with routine, day-to-day HR questions, needs, and inquiries, providing world-class service and ensuring you guide our teams to the right resources to ensure a quality and timely solution

-Provide HR guidance to site leadership on achieving operational objectives while minimizing engagement impacts

-Influence leadership (typically Area Managers and Operations Managers) during associate-impacting decision making

-Participate in HR investigations and coordinating appeals

-Interpret employee engagement data and recommending action items to deliver results

-Provide leadership development support to onsite Area and Operations Managers

-Attendance tracking: coordinate with managers to ensure associates are on the correct schedule patterns

-Complete and bridge metric gaps on daily and weekly reports regarding attendance, attrition, engagement, labor fill, etc.

-Assist managers in responding to associate questions on time, benefits, accommodations, loa, etc.

-Assist Recruiting, as necessary, with new hire orientations and interview loops.

-Facilitate the internal recruitment process by coordinating internal job requisitions, scheduling interviews and administering the associate internal transfer portal

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Maximus Federal (Contract Role) HR Generalist- Employee Relations

April 2019- November 2019

-Partnered with employees and management to communicate policies, procedures, laws, standards and other government regulations.

-Created ER files including employee relations logs and employee rehire status records, identifying employee relations issues independently as well as upon request.

-Coordinated open enrollments, changes, and training for employee benefits programs.

-Responded to human resources-related inquiries.

-Assisted with payroll processing.

-Created and distributed internal communications regarding status changes, benefits, or company policies.

-Administered new employee on-boarding and orientation.

-Assisted managers and supervisors in drafting coaching documentation.

-Collaborated with the human resources team to develop effective recruitment strategies.

-Identified future staffing needs.

-Processed complaints regarding sexual harassment, discrimination, or other instances of workplace harassment and assisted in any necessary investigations and disciplinary action.

-Maintained employee records.

-Conducted exit interviews and recommended corrective action if necessary.

Apex Staffing Solutions Temp Agency HR Generalist, Recruiting/Employee Relations

April 2018- October 2018

-Coordinated the operations of the HR and Recruiting functions at [AllianceRx Walgreens Company]

-Partnered with and coached people managers on best practices related to performance management and team engagement/morale

-Managed the Applicant Tracking System and all open requisitions

-Maintained the company’s HR intranet site, ensuring all employees have ready access to the most up to date policies and procedures and other essential information they needed from the HR team.

-Managed the onboarding and offboarding processes, ensuring a consistently high level of service through their lifecycle.

-Managed training and communication to all employees related to HR compliance trainings, company benefits, paid time off and other HR perks and programs.

-Responsible for accuracy of HR databases and systems

-Tracked the Performance Improvement Process from beginning to end, monitoring for potential problems and escalating to the HR Business Partner if necessary.

-Provided coaching and problem solving in areas such as recruiting, on-boarding, performance management, employee and management development, employee relations and policy/procedure implementation.

Neiman Marcus (Seasonal) HR Coordinator

July 2017- December 2017

-Conducted weekly onboarding of newly hired employees

-Created requisitions and prescreened candidates

-Created offer letters, assembled new hire packages, processed I-9 documentation

-Conducted background investigations and coordinated drug screens

-Coordinated health, life and disability insurance enrollments and communicated with providers regarding routine administration

-Processed changes to associated records (direct deposit, address, phone, w-4, etc.)

-Conducted compliance audits (employment eligibility, timekeeping, required legal trainings)

-Conducted employee orientations, development and training

Louis Vuitton (Seasonal) Call Center Client Advisor and HR Coordinator (Special Project)

September 2016 to February 2017

-Answered inbound calls including: product inquires and sales, fielding calls for connected store services and associates, store information/locations, after sales service support, policies, customer service issues.

-Exemplary leadership in the areas of phone quality, complaint resolution, product awareness, and store relations

-Resolved customer complaints in a timely manner with fairness and courtesy

-Consistently met all assigned goals in the areas of sales, phone quality, and production

-(Special Project) Prescreened candidates

-(Special Project) Coordinated interview times with department managers

-(Special Project) Ensured new hire paperwork completion after hire

-(Special Project) Updated policies and procedures and distributed to associates via email and bulletin board

-(Special Project) Acted as HR Receptionist, welcoming visitors and employees, taking calls for managers, coordinating background checks and drug screens

Ernst and Young Call Center Team Supervisor (Customer Service)

June 2015- February 2016

-Hired, trained, and prepared HR Shared Services Team to respond to customer questions and concerns

-Monitored and evaluated agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.

-Prepared reports and analyzed data to assist management as call center goals and metrics were determined.

-Conducted employee performance appraisals, one on one development/coaching, and provided feedback for continued progression and monitoring

-Identified operational gaps and suggested possible improvements.

-Partnered with HR Business Partners to improve employee retention and streamline incentive plans.

-Collaborated with other supervisors and management team members to support agents sand maximize client satisfaction.

-Acted as point of contact for 140 clients regarding updates, changes, and escalations

DHL Global Forwarding Call Center Team Supervisor (Sales)

April 2013- June 2014

-Organized and coordinated sales representatives schedules.

-Researched potential leads from business directories, web searches, and digital resources.

-Recruited, hired, and trained new sales representatives.

-Answered potential customer questions and follow up call questions.

-Worked with outside sales team when closing sales.

-Tracked weekly, monthly, and quarterly performance and sales metrics.

-Implemented and revised sales strategies by directing and motivating the sales team.

-Assigned territories/leads and set forecasting quotas

Capital One Call Center Team Supervisor (Customer Service)

June 2012- April 2013

Supervised a team of 25 inbound and outbound collections agents including the development of team leaders

-Acted as 'second look' of agent's files to confirm compliance of contracts, appraisals, tax returns, assets, and credit histories to lender guidelines

-Approved repayment plans, extensions, short sales, modifications, and refinances

-Defined metrics and quality objectives

-Escalation point for internal processors, insurance companies, and closers to expedite closings Resolved executive level customer escalations

-Ensured compliance with privacy and FDCPA laws

Bank of America Call Center Team Supervisor (Collections) and New Hire Trainer

September 2011- June 2012

-Managed team of 15-25 Collections dialer associates

-Ensured timely gathering of loan package documents

-Supervised the execution/process of mortgage related correspondence

-Handled complex internal/external escalations

-Feedback and Coaching/Quality Assurance

-Ongoing account auditing

-Scheduled/Monitored team workflow

-Interviewed/ Made Hiring Decisions

-Quality Assurance monitoring

-Point of Contact for Escalated Calls

-Managed a class of 15-20 newly hired Associates and 2 Team Leaders

-Trained computer systems

-Developed, documented, and implemented standard operating procedures

-Ensured understanding of loan products, underwriting, processing procedures, and

departmental guidelines

-Provided daily coaching and feedback

-Monitored job performance with remote and side by side monitoring

-Delivered quizzes and tests to monitor classroom material understanding

-Developed and administered employee action plans

Allstate Insurance Call Center Team Supervisor (Subrogation/Claims/Collections)

December 2007 – July 2010

-Directed the resolution of policyholder, claimant, and agency inquiries, service needs, or complaints related to loss reports, material damage or rental assignments, and claim inquires.

-Validated the work of team members to ensure quality and quantity standards were met, identifying training needs.

-Motivated and supervised an inbound and outbound call center team

-Monitored departmental procedures and ensured team compliance

-Reviewed claims to confirm completeness of information and timely handling

-Performance managed by diagnosing improvement opportunities, providing effective

feedback, coaching, training, professional development, and corrective action plans.

-Reviewed call center statistics to measure staff performance and improvement

opportunities

-Quality Assurance

-New Hire/ Refresher Trainer

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