Human Resource North Carolina
Resume:
EMPLOYMENT HISTORY
OCT **** - PRESENT
Human Resource Coordinator (Hybrid), HMSHost, Charlotte, North Carolina 2019 - 2025
Associate Relations Intake Specialist, Walmart Home Office, Charlotte, NC (Remote) 2019 - 2021
Specialist IV, Walmart Home Office, Charlotte, North Carolina (Hyrbrid) 2018 - 2019
Benefit Verification Specialist, Amerisource Bergen, Fortmill, South Carolina 2016 - 2018
Retention Specialist, Sprint, Charlotte, North Carolina 10615 Steele Creek Road, Charlotte, United States, 28273
******.********@*****.***
SHAUNA GREENE
HUMAN RESOURCE COORDINATOR/ CUSTOMER SERVICE
REPRESENTATIVE
PROFESSIONAL SUMMARY
Human Resource Coordinator with 9+ years of experience in enhancing employee engagement and process improvement. Expertise in conflict resolution, data analysis, and remote work support, utilizing platforms such as Microsoft Teams and Zoom to foster a positive work culture. Passionate about leveraging skills in team collaboration and performance management to drive organizational success. Manage recruitment and onboarding across locations, ensuring seamless integration of new hires. Coordinate remote interviews and streamline documentation with Workday, enhancing efficiency. Maintain HRIS data accuracy and support benefits administration for optimal employee satisfaction. Communicate HR policies effectively, fostering understanding and compliance among staff. Address employee inquiries and resolve workplace issues, promoting a positive work environment. Resolve associate issues remotely, ensuring timely, confidential responses. Liaise between associates and leadership, fostering positive work culture. Analyze feedback trends to refine HR policies, enhancing employee satisfaction. Manage ServiceNow tickets, ensuring HR process compliance. Collaborate with HR teams globally to improve virtual employee experiences. Resolved complex inquiries, enhancing service efficiency and employee satisfaction. Managed employee cases, ensuring policy compliance and timely resolutions. Supported HR processes, improving payroll, benefits, and leave management. Analyzed data to identify inefficiencies, recommending improvements. Trained new team members, maintaining updated knowledge base and procedures. Verified insurance benefits, ensuring coverage accuracy and eligibility. Processed authorizations, communicated details to providers and patients. Resolved coverage issues with insurers, providers, pharmacies. Maintained documentation, adhering to HIPAA and confidentiality protocols. Delivered clear benefit explanations, answering complex inquiries. Handled high-volume inbound and outbound calls to address customer concerns, resolve service issues, and offer personalized retention solutions. Identified customer needs and provided appropriate product recommendations and account adjustments to reduce churnand increase customer loyalty. Utilized CRM tools to document interactions, track customer satisfaction trends, and support resolution tracking. Applied strong communication and negotiation skills to de-escalate issues and retain customers in a competitive telecom environment. Collaborated with cross-functional teams to relay feedback and improve service processes and offerings. Achieved or exceeded monthly retention goals, call handling metrics, and quality assurance standards. Supported remote service initiatives and maintained performance in a structured, fast-paced call center setting. Resolved customer inquiries effectively, enhancing retention rates and fostering lasting client relationships. 2016
Customer Service Representative, Amazon, Remote
SKILLS
Conflict Resolution Employee Engagement
Team Collaboration Training Development
Performance Management Process Improvement
Data Analysis Medical terminology
Remote work support Microsoft Teams / Zoom / Slack Knowledge Base Navigation VPN and Remote Access Tools Ticketing Systems (e.g., ServiceNow) Live Chat Support HR Compliance Performance Management
Leave of Absence Administration (FMLA, ADA, PTO) Onboarding & Offboarding Employee Relations Benefits Administration
EDUCATION
2012 - 2015
High School Diploma, Linden High School, Linden, New Jersey JAN 2023 - PRESENT
Business administration, Central Piedmont Community College, Charlotte, North Carolina COURSES
Medical terminology at Central Piedmont College
LANGUAGES
English
L INKS
Delivered high-quality customer support via phone, chat, and email to assist with orders, refunds, product inquiries, and account troubleshooting. Resolved customer concerns with empathy and efficiency, ensuring high levels of satisfaction and alignment with Amazon’s customer-first standards. Navigated multiple systems simultaneously, including CRM tools, internal databases, and case management platforms to accurately document and resolve issues. Worked independently in a fully remote environment while maintaining productivity, compliance, and performance targets. Utilized problem-solving and critical thinking skills to handle escalations, complex inquiries, and delivery concerns. Maintained strong knowledge of Amazon’s product catalog, policies, and procedures to provide accurate and timely information to customers. Consistently met or exceeded performance KPIs, including First Contact Resolution (FCR), average handle time (AHT), and customer satisfaction scores
(CSAT).
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