Human Resources Customer Service

William S. Wright

Human Resources/Human Services/

Criminal Justice

**.*.********@*****.***

• 585-***-****•

**** ********* ***.

Atlanta •GA 30340

Enthusiastic and results-driven, dedicated, and customer-focused with 20+ years of experience in providing exceptional support to clients. Proven ability to address inquiries, handle a high volume of customer inquiries, resolve issues, and ensure customer satisfaction. Seeking a challenging position where strong communication skills and a passion for customer service can contribute to the success of the company.

AREAS OF EXPERTISE

Excellent Communication

Human Services Management

Conflict resolution

Case Management

Budget Management

Staff Performance Evaluation

Strategic Planning

Customer Relationship Management

SOPs Development

Fundraising/Outreach Initiatives

Training & Development

Situational/Functional Reasoning

Team Collaboration

Project Oversight

Adaptability

Report Generation

Multitasking

Client Assessments

PROFESSIONAL EXPERIENCE

Dunwoody Country Club – Dunwoody, GA 6/2022 – Present

Exclusive Men’s Lounge Bistro Server/Bartender

Provide top-notch fine dining service to club members ensuring a positive dining experience. Maintained knowledge of menu items to assist guests with menu selection. Ensured the accuracy of food service, delivery, and preparation of orders. Suggested cocktail choices based on guests' preferences, daily specials, and inventory availability. Stay informed about bistro offerings, including daily specials and promotions.

Continuously update knowledge of beverage trends and mixology techniques. Worked with kitchen staff and bar staff to complete orders and maintain guest satisfaction. Maintain compliance with all state liquor laws, regulations, safety, and sanitation ordinances.

Chickfila – Atlanta, GA 3/2021 –3/ 2022

Delivery Driver

Responsible for transporting delivery orders to various destinations, ensuring timely and accurate deliveries. Played a crucial role in maintaining positive customer relationships and upholding our commitment to exceptional service. Operated company vehicles safely and responsibly, adhering to all traffic rules and regulations. Ensured the secure and undamaged transport of orders to their designated locations. Familiarize delivery locations and optimize routes to meet delivery deadlines. Conduct routine checks on delivery vehicles to ensure they are in good working condition. Report any issues or malfunctions promptly and perform minor maintenance tasks as needed.

Provide excellent customer service by delivering products in a friendly and professional manner. Address customer inquiries and concerns in a courteous and timely fashion. Complete accurate delivery logs, including details such as time of delivery, recipient's name, and any special instructions. Ensure all necessary paperwork is completed and submitted on time. Manage time effectively to meet delivery schedules and deadlines. Communicate any delays or issues to the dispatch team promptly. Follow company policies and procedures related to deliveries, including safety protocols, dress code, and other guidelines.

Photo Booth – Atlanta, GA 1/2020 – Present

Owner/Operator

Established and managed a successful photo booth business, specializing in customizable photo experiences for various events, including weddings, corporate functions, and private parties. Oversaw all aspects of business operations, from equipment maintenance to client communication, ensuring seamless and high-quality service delivery. Customized photo booth experiences based on client preferences, resulting in consistent positive feedback and high client satisfaction. Coordinated logistics for events, including scheduling, set-up, and breakdown, ensuring timely and efficient operations. Built and maintained strong relationships with clients, event planners, and industry professionals, contributing to a solid client base and repeat business. Stayed current on industry trends, introducing new features and creative elements to enhance the photo booth experience.

Edible Arrangments– Sandy Springs GA 3/2020-9/2021

Grow Team Coordinator

Assisted franchisees with turning on/off products. Researched concerns and addressed them promptly.

Partner with Franchise Business Consultants to assist in addressing concerns on the store level.

Build sustainable relationships and trust with Franchisees through open and interactive communication.

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

Customer Care Representative

Effectively managed a high volume of incoming calls. Generated sales leads through upselling products.

Identify and assess customers’ needs to achieve satisfaction. Met personal/customer service team sales targets and call handling quotas. Maintained records of customer interactions, processed customer accounts, and filed documents. Follow communication procedures, guidelines and policies. Resolved customer issues, concerns, and inquiries promptly and professionally. Demonstrated a strong understanding of products/services to provide accurate and relevant information to customers.

Owens and Minor (YOH Staffing Solutions)- Kennesaw, GA 1/2019 – 9/2019

Contract Recruiter (Temp Position)

Partnered with Regional Business Team members to understand and address their current and future staffing needs developing applicable staffing plans; educated leaders about all facets of the recruitment cycle. Established and executed recruitment policies aligned with corporate strategies that ensure and provide a positive candidate experience. Guides hiring managers through the recruitment and selection process, providing interview training as needed. Managed external relationship(s) related to the recruiting discipline within the assigned region; including owning and managing the relationship with local process outsourcing vendors. Maintained a robust candidate pool to increase bench strength and promote a healthy talent pipeline with an array of responsibilities. Monitored industry best practices in the areas of talent recruiting, market intelligence, compensation, and competitor offerings.

Built comprehensive knowledge of regional operations, customer base, compensation structure, salary ranges, pay practice, and as well as any required qualification processes.

Aaron’s (Ultimate Staffing)- Marietta GA 9/2019 –12/ 2019

Contract Recruiter (Temp Position)

Provided sourcing and recruitment for clients all over the US Responsible for identifying, attracting, and sourcing talent to meet business hiring needs, and identifying talent through the interviewing and selection process. Managed relationships with community partners. Recruited for positions such as CSRs, supervisory roles, management, and I.T. Full-cycle recruitment for high-volume companies. Proactive in sourcing and recruitment for clients all over the US. Updated all ATS and recruiting systems on a daily and/or weekly basis. Coordinated with site operations and training partners regarding staffing.

Action for a Better Community – Rochester, NY 2017-2019

HPOG Employment Specialist

Responsible for overseeing daily activities conducted through HPOG’s employment services unit. Assisted HPOG unemployed/under-employed consumers in identifying professional and personal goals; and implementing strategies to minimize obstacles and increase consumer self-sufficiency skills. Established employer relationships to actively market, advocate, and recruit companies/ businesses to create increased employment/OJT opportunities for consumers. Worked closely with the HPOG Director/staff in developing and implementing planning and project management processes to ensure the effective coordination and integration of employment and transitional support services for consumers entering the workforce through training & employment opportunities; and monitored and reported on staff progress towards achieving positive service outcomes. Supervised employment staff and volunteers; coordinated supplemental meetings and related activities; managed and led job development efforts; coordinated consumer placement and referrals to support/remedial services; marketed and led specialized business/corporate and consumer recruitment. Oversaw effective maintenance of case files, database systems, and documents as per funder and contractual requirements; coordinated special employment events including job fairs, employer forums, and on-site recruitment; ensured quality job readiness curriculums; expanded job placement and vocational offerings. Managed the employer network directory and related resources; established relationships with employers; monitored progress and retention of placed consumers; and worked to ensure that wage scales were commensurate with prevailing rates.

Hillside Work-Scholarship Connection – Rochester, NY 6/2014-11/2017

Employment Specialist

Mapped out training plans, and designed and developed youth training programs. Choose appropriate training methods per case (simulations, mentoring, on-the-job training, professional development classes). Facilitated the agency’s Youth Employment Training Academy (YETA). Used accepted education principles and tracked new training methods and techniques. Designed and prepared educational aids and materials. Assessed instructional effectiveness and summarized evaluation reports determining the impact of training on employee skills. Maintained updated curriculum ETO database and training records. Provided train-the-trainer sessions for internal subject matter experts.

Youth Advocate

Responsible for providing support and mentoring to youths by using the best practices to achieve positive academic outcomes, attain successful employment experience, and graduate from high school. Conducted family and parental/guardian contacts via home/school visits or by phone to ensure that the parent/guardian is informed of the service goals for their child. Assisted in the recruitment process of identifying and selecting youth to be successful participants in the Work-Scholarship Connection (HW-SC) program. Successful in maintaining an active caseload of 30+ students based on enrollment targets by recruiting new students and retaining existing students. Completed all assigned responsibilities including being on call, taking field trips, planning, implementing, and chaperoning events, developing improvement plans for students with regard to grades, and all required written and verbal documentation, reports, and log entries into the ETO system. Provided individual student support and group training in a wide variety of topics that provide HW-SC participants with the social, life, academic, and employment skills that enable success. Self-manage, work independently and provide a wide range of services such as academic help, problem-solving, crisis intervention, etc. Possess the ability to foster and maintain positive working relationships with all agency partners and community.

Staples – Rochester, NY 2012-2013

Contract Recruiter

Sourced for active candidates from online databases, contact lists, internal databases, and employee referrals.

Focused on sourcing passive candidates through networking, outbound cold calling, complex internet searches, and research. Accomplished in building and maintaining a pipeline of candidates for various roles and future vacancies.

Responsible for recruiting and sourcing in the areas of Customer Service/Support, Sales, Technology, and Internal Support positions. Reviewed employee referral resumes for skill level and qualifications; followed up with initial phone interview to assess availability, fit with role, and interest. Performed follow-up with candidates once they were identified and began the interview process. Conducted phone screen interviews and maintained all pertinent applicant and interview data in the Taleo database. Coordinated regular follow-ups with all level managers to determine recruitment strategies for various positions. Assisted in preparing and sending new hire offer packages. Achieved the hiring targets for the Rochester, NY, Florence, KY, and Susquehanna, Canada Call Centers.

Verizon Wireless – Rochester, NY 1/2006-7/2010

Human Resources Analyst/Recruiter

Responsible for full life cycle recruitment, which includes all aspects of the VZW staffing process: job postings, sourcing, selection screening and interviewing applicants. Conducted reference checks and assisted candidates with initiating their background checks and drug screens. Arranged candidate new hire packets, sent offer letters and continued to engage with new hires through Facebook correspondence. Facilitated new hire orientations and assisted with the uploading of new hire information into the PeopleSoft database. Coordinated attendance at career fairs, area college recruiting, and on-site open-house events. Acted as the point of contact for employees, supervisors, and upper management regarding the administration of benefits, payroll-related issues, policies, and procedures. Responsible for conducting and managing the employee exit interview process. Generated COGNOS reports to identify opportunities for improvement through employee engagement and employee retention.

Retail Human Resource Coordinator

Responsible for verifying new hire paperwork and inputting documents into the PeopleSoft database.

Provided clerical support to the Retail Sales/B2B/Customer Service/Engineering channels. Facilitated the Virtual learning online assessments as part of the onboarding process for new hires. Managed HR database for all employee status changes, disability, worker’s compensation, and unemployment claims. Assisted management in securing qualified candidates, meeting hiring targets, and achieving KPI goals.

Rochester City School District – Rochester, NY 9/2002-4/2005

Committee for Special Education Liaison

Act as liaison for Special Education Staff and school administrators of the public and private sector. Responsible for scheduling weekly CSE meetings in accordance with NYS-mandated policies and procedures. Trained new staff on the RCSD databases and the retrieval of student records. Coordinated interpreting services for the administrating staff and families of the Special Ed. student. Responsible for the inputting of time-sensitive confidential documents into the RCSD database. Ensured confidentiality and compliance regarding sensitive documents

Hyatt Regency – Rochester, NY 12/1995-9/2001

Employment Manager/Acting HR Manager

Managed and supervised Human Resources support staff. Responsible for coordinating all external and internal recruitment initiatives. Assisted in the development and implementation of recruitment strategies focusing on employee retention. Trained new hires on company compliance and cultural competency. Monitored the utilization of company benefits, vacation, and time off requests under the guidance of the HR Director. Prepared monthly reports relating to NYS disability, unemployment, and worker’s compensation claims. Assisted management in identifying career development, promotional transfers, and relocation packages. Established and administered employees’ evaluations and merit increases. Conducted open interviews for vacant positions and backfill positions.

Benefits Coordinator

Responsible for organizing new employee benefits orientation and walk-in interviews. Managed employee benefits including enrollment, customer inquiries, and terminations. Assisted employees on benefits, payroll, tuition reimbursement, and career development. Responsible for set-up, conversion, and transferring of tax-deferred annuity plans.

EDUCATION

Bachelor of Arts in Sociology Minor in Criminal Justice State University at Brockport, Brockport, NY

60 Credits toward Bachelors Degree

Associates of Science in Liberal Arts Monroe Community College, Rochester, NY

ADDITIONAL ACCOMPLISHMENTS

•Urban League Minority & Women Business Development Program, 2011-2012

•Hyatt Hotel and Resorts’ 2001 Award of Excellence

•Verizon Wireless’ 2007 Director’s Award of Excellence

•Selections Skills Training

•Leading Diverse Teams Certification Training

•Fundamentals of Coaching Training

•Business Acumen Certification Training, 2009

•LGBTQ Training, 2018

•Cultural Competency Trainings, 2017-2018

•Emerging Leaders Institute, 2018

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