Customer Service Coordinator
Resume:
Kenisha Adams
Atlanta, GA 30331
Cell – 201-***-****
E-Mail: *******.*******@*****.***
Relevant Customer Service Experience:
Customer Service Coordinator, Englewood Cliffs, NJ (NE Region)
(6/2011-6/2013)
Coordinate the continuing development of procedures and standards for all Customer Service teams.
Create new and maintain existing programs, incentives and ideas that exceed our customers’ expectations throughout the entire store, crossing all departments.
Partner with IT and Accounting to identify opportunities to fully leverage our point of sale systems.
Mentor and recruit Front End/Customer Service Team Leaders.
Ensure that labor and supply cost targets are met by all Front End/Customer Service teams and are in line with store volume.
Work with Regional Training to ensure that hospitality is part of all department training.
Implement and maintain regional cash handling and security standards in partnership with the regional accounting team.
Mellon HR Solutions, Little Falls, NJ Customer Service Benefits Consultant
(9/02-11/03)
Excellent in a fast-paced setting by demonstrating skills in customer service problem solving and relationship building by communicating effectively with customers from diverse backgrounds.
Call center environment in which health and welfare, 401k and pension questions were answered for Key Bank and SunTrust employees.
Level of customer service as well as efficiency in responding to each call were evaluated.
HR PROFESSIONAL EXPERIENCE:
Whole Foods Market Executive Coordinator of Team Member Services South Region, Atlanta, GA (8/16-8/21)
Position is equivalent to a VP of Human Resources position for a district within an organization.
Responsible for managing, mentoring and developing an Associate Coordinator of Employee Relations, an Associate Coordinator of Recruitment, an Associate Coordinator of Learning and Development, three HR Generalists, four Regional Educators, and an Occupational Safety Specialist.
Partner closely with operations and purchasing business partners on making decisions for the South region, implementing policies, and executing HR strategies as it relates to employee relations, talent acquisition, succession planning, learning and development and safety.
Partner with Global HR Team in corporate headquarter in creating HR strategy for the organization.
Team Member Services Senior Coordinator, Englewood Cliffs, NJ (Northeast Region)
(6/13-8/16)
Position translates to HR Director outside of Whole Foods Market.
Oversee all Team Member Relations for the NE Region for over 9,000 TMs; leading a team of three of TMS ACs, and 14 TMS Generalists.
Led the TMS team through all global initiatives, while restructuring the team with the loss of a Safety Specialist, Claims Specialist, Unemployment Specialist, and administrative assistant.
Mentor and provide guidance to the Associate Coordinators of TMS, Recruiting team, TMS Generalists, and AC of Loss Prevention.
Partner with the Executive Coordinator of Operations team to support Store Leadership in all TMS related matters.
Acting Executive Coordinator for 9 months in the absence of one.
Escalate all necessary matters to the Regional President.
Team Member Services Associate Coordinator, Englewood Cliffs, NJ (Northeast Region)
(9/2009-6/2011)
Supported the Team Member Services Executive Coordinator and Senior Coordinator on all Global and Regional initiatives.
Trained and mentored all Payroll/Benefits Specialists.
Worked closely with the Senior Recruiter and Unemployment Specialist, as well Store leadership on all TMS related matters.
Helped train and mentor the Claims Specialist.
Regional Claims Specialist, Edgewater, NJ (Northeast Region)
(9/2007-9/2009)
Managed the Worker’s Compensation and General Liability Claims for the region.
Worked with defense counsel on strategies to minimize cost to the region.
Partnered with Safety Specialist to assist with minimizing liability by pushing safety awareness.
Communicated progression of claims with Store Leadership; trained on proper handling of customer incidents to minimize costs of claims.
Payroll/Benefit Specialist in Millburn, NJ and NY, NY (Northeast Region)
(11/2003-9/2007)
Perform bi-weekly payroll processing and benefits administration functions for NE Regional Office; to include time and attendance review and processing, EVA and bonus payments and benefits processing
Perform a large volume of data entry, database maintenance, report generation, and filing
Serve as a key liaison with third parties and other stakeholders (e.g. CEN payroll & benefits teams).
Perform ad hoc reporting and HR process audits to ensure compliance and accuracy
Ensure Team Members understand their benefits and assist them with any payroll and benefits issues.
Assist with scheduling, organizing, and conducting New Hire and Benefits orientations.
Maintain TM personnel files and the security thereof via 3rd party vendor.
Maintain Team Member’s forms and tracking such as job dialogues, performance documentation, meeting attendance, transfers, personal and status changes.
Working independently and within a team on special nonrecurring and ongoing projects.
Assist Store Managers and Department Managers with investigations, and all employee relations issues inclusive of corrective action.
EDUCATION
B.A., Political Science 5/2002
Rutgers University New Brunswick, New Jersey
AIRS
Professional Recruiter Certification 3.0
MEMBERSHIPS
Society for Human Resources Management
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