Annette Holder

Customer Service Professional

Seeking a long term career for customer service, training, and management leadership for potential growth.

Experience

Education

****-****

MMC Group/ Maximus, Agent

Customer service agent responsible for receiving phone calls and answering questions pertaining to COVID-19 testing for the state of California. Projects include agent engagement across our team and assisting other agents when they need assistance. Provide refresher courses to agents.

2021-2022

Robert Half/ STC Home, Data Entry

Data Entry specialist for several states. Entering consumers demographics into the health department Immunization record base. Communicated errors via email to consumers if they had errors on their account. Assisted in training other agents as they came on to assist.

2021-2021

VincentBenjamin/ Valor Global, Team Manager

Team Manager/Supervisor: The largest my team was, approximately 85 Agents. Held daily morning huddles, weekly 30- minute team meetings, and bi-weekly 1-on-1s for professional development. Attended daily morning and evening meetings with my Operations Manager. Attended weekly to bi-weekly Call Calibration meetings. Maintained 95%+ Quality Assurance scores and Average Handle/Call Time of 8-10 minutes across the entire team. Balancing schedules, schedule changes, requests off, call outs, make up requests, and coordinating all of this information with Workforce in a timely manner. Using my proficiency in Microsoft Office to read daily reports. Utilized my proficiency in Google Suites to organize information and create Google Forms for my team. Monitor TalkDesk to ensure Agents are in appropriate statuses, monitor lunches and breaks, monitor clock in and clock out times, monitor Live Calls, and listen to previously recorded calls. Managed project rosters using excel.

1999-2003

B.S Business Administration

IIA

Degree Minors: Justice administration, and Computer Technology

Skills

Creativity

Leadership

Organization

Problem solving

Teamwork

Contact

3120 W. Cactus Rd

Phoenix, AZ 85029

ads59k@r.postjobfree.com

602-***-****

Amazon LLC, Phoenix — HR RC Coordinator

September 2010 - April 2020

Produce and analyze reports to assist with labor planning and management. Utilize HRIS systems for data entry, modification, and reporting. Compensation and Payroll: Partner with multiple site managers to ensure payroll accuracy through audits, reporting, and proactive measures. Roster Management: Partner with site teams to ensure roster accuracy through audits, reporting, and modifications. Time and Attendance: Partner with site teams to ensure employees are on the correct schedule and shift patterns. Compile reports to support sites in identifying time and attendance irregularities, and point out when something doesn’t look right – ensuring our associates are paid correctly and on time. Associate Engagement: Work with Associates to answer HR questions and provide guidance where required. Partner with sites to drive and report on associate retention activities.

6/2017 to 9/2019 Learning Lead Trainer Responsible for Executing all standard trainer tasks as outlined on Trainer Standard Work Checklist, effectively executing network standard training plans, Training ambassadors to deliver network standard training, auditing ambassador training delivery, Providing ongoing support to their ambassadors, Partnering with Operations Leaders to Evaluate and improve training processes within work areas, and directly coaching associates to improve job performance.

Youngtown Public Charter School, Youngtown AZ — 1st-2nd grade instructor

July 2005 - July 2010

Instructing 1st and 2nd grade curriculum.

Lead teacher for 2006-2007 school year. Teacher of the year 2007-2008

Classroom management and development of newer curriculum to meet academic needs.

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