Human Resources Call Center

Summary

Dedicated and versatile professional with a proven record of accomplishments and success in fast-paced environments. Skilled in all aspects of the HR lifecycle, from recruitment and onboarding to training, employee relations, and benefits administration. Demonstrated ability to lead teams, streamline processes, and build strong relationships with staff at all levels.

Key Skills and Strengths

Human Resources Management (Recruitment & Onboarding, Benefits Administration, Training & Development, Employee Relations)

Data Entry & Record Management

Customer Service & Communication

Call Center experience

Problem-Solving & Organization

Salesforce

Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Access)

Knowledge of contract management and procurement

Experience with grants and financial management

Ability to work independently and as part of a team

Inventory Management

Exceptional efficiency and accuracy in handling a large volume of cases.

Ability to manage a high-stress environment, maintaining composure and professionalism under pressure.

Supervisory experience

Experience

Human Resources

Human Resource Assistant (Westaff Temporary Agency)

Lafayette, LA October 2021 – December 2023

Managed I-9 Project ensuring each I-9 was completed and on file for each employee within the system.

Provided front-desk support, answering inquiries and directing customers to appropriate personnel.

Assisted with data entry and other HR duties.

Managed electronic personnel records for the University of Louisiana at Lafayette. Utilized the Banner system.

Served as the primary point of contact at the Human Resource Operations Department front desk.

Provided administrative support in various areas.

Call Center/Customer Support

Contact Tracer/Call Center Support (ITechSolutions c/o Travelers Insurance and Calls Plus)

Remote February 2020 - May 2023

Conducted contact tracing for COVID-19 cases.

Provided clear instructions for isolation or quarantine.

Followed HR guidelines on a date to return to duty.

Collaborated with HR and management for seamless support.

Call volume averaged between 50-75 per day, both incoming and outgoing.

Tax Product Specialist (Alorica Work From Home)

Remote February 2020 - June 2020

Provided customer support for TurboTax products.

Resolved customer queries through remote troubleshooting.

Utilized Salesforce software for customer interaction management.

Call volume averaged 100-150 per day. During Covid-19 the IRS shut down their call center and a majority of those IRS calls came to TurboTax, which we were required to handle.

Administrative and Office Management

Lafayette Consolidated Government (2015-2017):

Responsible for drafting bid documents, contract payments, and encumbrances.

Ensured timely contract renewals and compliance with Louisiana Bid Law.

Coordinated bid openings and processed contract awards.

Managed payments and encumbrances in the Lawson System.

Provided receptionist and administrative support.

Designers Midwest (2013-2014):

Served as Executive Administrative Assistant for GE Oil & Gas.

Managed employee time and attendance, indirect purchasing, and vendor payments.

Provided receptionist duties and general office administration.

Janie G. Jackson, Attorney at Law (2010-2013):

Worked as a Legal Secretary for a law firm specializing in social security disability.

Conducted client intakes, drafted legal documents, and assisted with appeals.

Louisiana Health and Rehabilitation Options (2008-2009):

Oversaw the health and safety of individuals in the NOW Waiver Program.

Conducted client visits and staff evaluations.

Developed and implemented service plans.

Managed human resources tasks, including recruitment, onboarding, and training.

Children's Defense Fund (2005-2008):

Directed operations of the Louisiana Office of Children's Defense Fund.

Developed standard operating procedures and oversaw human resources.

Managed finances, grants, and billing procedures.

Coordinated events and provided administrative support.

Earlier Career

Administrative Services Specialist, State of Louisiana, Lafayette Region Office of Family Support

Lafayette, LA January 5, 1976 – April 16, 2007

Retired from the State of Louisiana after 31 years of service.

Held various administrative roles, including Human Resource Assistant, Administrative Assistant, Executive Assistant, Eligibility Examiner, and Administrative Services Specialist.

Served as the regional contact person for 11 parishes, overseeing personnel and benefits paperwork, onboarding, payroll, and performance appraisals.

Managed budgets for the regional office as well as consolidating budgets for 11 parishes.

Provided administrative and confidential support to the Regional Manager, including travel arrangements, correspondence, and invoice processing.

Negotiated with vendors and maintained vendor listings.

Assisted with disaster relief efforts by issuing food stamp benefits.

Participated in State Conferences as needed.

Education

University of Southwestern Louisiana (ULL), Lafayette, LA - Microsoft Word, Lotus & Excel (Certificate)

LSU - Baton Rouge, LA - Microsoft Word, Excel and Access (Certificate)

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