Service Desk Associate Relations

Brianna Innovative Collaborator I Continuous Orians Improvement Expert I Organizational Effectiveness ******.*@*****.***/419-***-**** SKILLS

Equifax, Salesforce, iCIMS, Kronos, Sharepoint, Visio, Marqeta, Stripe, Vantiv, TranzAxis, Checkout, Emailage, LexisNexis, Microsoft Office, Incident Monitor, Service Desk, Great Plains Software, Convercent, Oracle, Reflexis, Peoplesoft

EXPERIENCE

Big Lots,Westerville Ohio — Associate Relations Advisor MAY 2024- FEBRUARY 2025

● Resolve associate relations issues by gathering evidence and applying laws, policies, and best practices to draw conclusions.

● Assess and determine pay rates for associates in 1,400+ stores, ensuring compliance with company policies and industry standards.

● Contribute to the development and review of HR policies, SOPs, and associate handbooks in collaboration with internal experts.

● Work with managers and legal teams to ensure compliance with labor laws, monitor legal trends, and share updates with HR teams.

Express,Columbus Ohio — Human Resource Generalist

JULY 2022 - MAY 2024

● Manage field HR requests for a 10,000+ HC organization through documentation, troubleshooting, and resolution of those requests.

● Manage I-9 Compliance verifications, reverifications, and terminations for corporate and store locations.

● Develop new processes and create standard operating procedures across multiple functions through the HR department.

Klarna, Columbus Ohio—Senior Service Delivery Specialist SEP 2021 - JULY 2022

● Deliver customer-obsessed support while delivering quality results through email, chat, and phone for financial service companies (consumer lending).

● Own the customer’s problem and find the best solution no matter the complexity regarding refunds, charges, and disputes across multiple platforms simultaneously. Karol Warner,Lewis Center Ohio —Customer RelationsSpecialist JUNE 2018- SEP 2021

● Manage all domestic and international customers, dealers, web interactions, and potential customers by processing quotes, orders, and invoices daily.

● Launch a communication system to keep employees informed on inventory needs and troubleshooting issues to continuously have current updates for customers. Franklin International,Columbus Ohio—TechnicalSpecialist MAR 2014 – JUN 2018

● Enhance customer satisfaction by identifying and resolving complex issues, building productive customer relationships, and winning customer loyalty through daily call and inquiry volume.

● Assist in creating the Technical Service Call Log by being part of the design and development of the Incident Monitor software.

EDUCATION

Heidelberg University, Tiffin Ohio —Bachelor of Science Business Management

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