Talent Acquisition Call Center

Shawanda Reed-Kennedy

**************@*****.*** 414-***-**** Milwaukee, WI

SUMMARY

Dynamic HR professional with 19 years of experience in HR recruitment, compliance, and talent acquisition. Proven track record in managing HR functions, including staff recruitment, employee relations, and training programs, with expertise in HR software such as Workday and Kronos. Seeking to leverage skills in HR policies and employee development in a new HR Professional role.

WORK EXPERIENCE

Extension (Tank Star USA)

HR Compliance Associate May 2023 - Jan 2024

• Coordinated employment application processes by providing status updates and resolving application issues, ensuring seamless candidate progression through background checks and compliance documentation.

• Utilized a comprehensive checklist to verify the collection of all compliance documents, maintaining adherence to company policies and regulatory standards.

• Identified, investigated, and reported compliance issues, while maintaining and updating company records to reflect compliance and employee status changes.

Northwestern Mutual

Talent Acquisition Coordinator Sep 2021 - May 2023

• Created and updated job descriptions, ensuring clarity and alignment with organizational needs.

• Managed candidate data within company databases, maintaining accurate records of contact details, resumes, and assignments.

• Analyzed candidate experience feedback collected from surveys to identify areas for improvement.

• Coordinated interview scheduling and managed travel arrangements for non-local candidates, optimizing the recruitment process.

Tax Air Freight Milwaukee, WI

HR Representative Jan 2017 - Sep 2021

• Conducted phone screenings and interviews for potential new hires, ensuring alignment with organizational requirements and culture fit.

• Updated and maintained job postings on various platforms, enhancing visibility and attracting a diverse pool of candidates.

• Facilitated new hire processes, including scheduling drug screenings and assisting with training, to ensure smooth onboarding and compliance.

Mercer Milwaukee, WI

Client Services Pension Analyst Jul 2016 - Nov 2016

• Communicated pension plan details to companies, employees, and former employees through phone and email, facilitating informed decision-making regarding plan selection and fund access.

• Supported team leads by performing calculations for pension plans as required, ensuring accuracy and compliance with plan specifications.

JCPenney Logistics Milwaukee, WI

HR Recruiter Jun 2004 - May 2016

• Collaborated with call center managers to identify hiring needs and ensure alignment with organizational goals.

• Participated in job fairs and organized in-house hiring events to attract qualified candidates.

• Screened resumes and conducted phone interviews to assess potential new hires, coordinating necessary pre-employment screenings.

Customer Service Support Lead Jun 2004 - May 2016

• Led and motivated a team of call center staff, enhancing team performance and service quality through effective coordination and guidance.

• Monitored and evaluated call quality, minimizing errors and improving overall call center performance through regular performance tracking and feedback sessions.

• Conducted comprehensive 2-week training sessions for new hires, ensuring a smooth onboarding process and equipping them with necessary skills for success.

Customer Service Representative Jun 2004 - May 2016

• Resolved customer inquiries regarding reward points and credit card issues, ensuring a high level of customer satisfaction.

• Managed furniture order processing and communication through phone and email, coordinating delivery times and schedules effectively.

• Conducted outbound communication related to outstanding credit cards and furniture financing, fostering clear and timely customer interactions.

EDUCATION

Bryant and Stratton College

A.S., Human Services

2024

SKILLS

HR Functions • Payroll Administration • HR Policies and Procedures • Labor and Employee Relations • Benefits Such as 401k, Pension Plans • Staff Recruitment and Retention • Employee Counseling • Moral Building • Negotiations Pertaining to Contracts • Employee Training and Development Programs • Retirement Programs • HR Applications

• MS Software Including MS Suite • Leadership • Team Building • Organization • Management • HR Software Such as Kronos, People Soft, UGK, UltiPro, Green Shades, Workday, Ten Street, Hire Right

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