Customer Service Resources Manager

**** ************ *** ** ● Roanoke, Virginia ***** ●Mobile 540-***-**** Home 540-***-**** ***************@*****.***

Felicia Yvette Andrews

Objective

To obtain a position to continue the enhancement and development of my professional career within an organization to utilize my Management, Supervision & Administrative skills to benefit mutual growth and success.

Competencies

Professional qualifications: include analytical, problem-solving, Human Resource Management, Retail Management, and Decision-making abilities. Proven Recruiter, Strong technical aptitude, Efficient, with high-quality output. Proven leader, Trainer, and Motivator., Excellent Customer Service Skills, People Hub, My Staff payroll software, Sapp, Hirevue, Kronos payroll software.

Communication and People Skills: Positive, professional communication to interact effectively at all levels with internal/external customers. Project Management with well-rounded office, administrative, record keeping, sales, & customer service skills. Experienced in diverse business environments, with the ability to adapt quickly to meet company needs.

Personal attributes: Energetic, personable, initiative-taking, adaptive learner, excellent time/multi-task manager. Work independently or in a team as required to get the job done.

Education

Bachelor’s Business Administration Management National College, Salem VA

HR College Human Resources Certificates Crothall Healthcare

Professional Experience

01/2016- 04/07/2022 Human Resources Manager (Crothall) Roanoke, Virginia

Provided field and corporate support with an emphasis on associate relations, hourly recruitment sourcing, supporting new unit openings, training, and diversity. Coordinates and conducts management training related to this area (i.e.: terminations, sexual harassment, and managing performance)Investigates and advises management in appropriate resolution of associate relations issues, a Content expert regarding policies, procedures and program Coordinates/conducts exit interviews to determine reasons behind separations, the represented organization at personnel-related hearings and investigations, Supported internal customer survey and associate satisfaction interpretation/feedback process, Attended RVP/RDO meetings to increase HR visibility Assisted with training in the areas of interviewing, selection and hiring, Assisted managers in developing and implementing recruitment plans to increase qualified applicant flow, Supported Sector and provided direct assistance and support in critical markets, Coordinated and conducted new hire orientation and management training, Conducted HR Assessments/Audits, Payroll Audits/Prepared, assisted with benefits. Provide customer service to clients and employees.

11-2015-01/01/2016 Operations Manager (Crothall) Roanoke, Virginia

Participate in recruitment and staff selection process and assist with staff scheduling. Assign established work areas and or project duties. Plan and coordinate project work. Provide and monitor individual guidance and motivation to employees. Participate in facility quality assurance and Patient satisfaction, assign equipment to staff; monitor daily equipment use, cleaning and maintenance. Assist daily housekeepers. Assist with daily data entries.

8-2012- 11-2015 Encompass Help Desk (Allstate) Roanoke, Virginia

Provides technical support to end-users and/or for client-side applications, utilizing established protocol(s): Investigates, recognizes, resolves, and/or reports technology trends. Escalated more complex problems to a more senior level, generating reports within their own area of responsibility. Manages the expectations of customers, Tests systems and applications. Duplicate, troubleshoot, and investigate user problems to resolve operating difficulties.

2-200*-*-**** Supervisor (The Roanoke Times) Roanoke, Virginia

Managed and Supervised staff to ensure performance, quality, productivity, and standards were met. Perform monthly and daily evaluations. Monitored, coached, and supported incentive programs to motivate staff to achieve results. Prepared weekly schedules-maintained attendance records, and processed employee paperwork for payroll submission to support administration. Prepared training manuals assisted with the Recruitment process with Human Resources

3-200*-*-**** Sales & Service Trainer and Coordinator (the Roanoke Times) Roanoke, Virginia

Liaison for District Managers and Carriers. Trained new and existing Sales & Service Representatives. Responded to escalated calls from internal and external customers regarding billing inquiries, complaints, quality, shortages, newspaper and education, and articles. Business process analysis to include reports relating to forecasting, service levels, absenteeism, staff planning, workload distribution, agent performance, and trend analysis.

References available upon request

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