Human Resources Customer Service

Banel “Toya” Batchelor

*** ********* ** • Upper Marlboro

MD 20744

202-***-**** • ****.*********@*****.***

EXPERIENCE

DC FOR SHARECE CRAWFORD Aug 2021 - June 2022

Operations Asst Manager/ Executive Asst Washington DC

● Develop and execute campaign plan

● Ensure campaign implementation follows organizational guidelines

● Schedule meetings for the candidate and staff

● Work with candidate on fundraising goals, calls and events

● Daily sync on campaign priorities and objectives

● Oversee consultants and staff

● Oversee Marketing and media implementation and execution

● Campaign field operations support implementation

● Oversee Campaign Closeout and human resources logistics

● Serve as liaison between Government agencies and candidate

● Serve as liaison between campaign staff and candidate

● Support campaign treasurer and compliance in the event of an audit

● Create and manage Excel spreadsheet of campaign donors and donations FIRST FINANCIAL SECURITY Dec 2018 - Mar 2023

Life Insurance Broker Upper Marlboro, MD

● Great consumer sales experience within the insurance industry

● Knowledgeable about insurance regulations and processes

● Excellent telephone and communication skills

● Ability to identify client needs and find suitable products for them

● Ensure complete followup to successfully submit accurate application UBER

Brand Ambassador Washington, DC June 2015 – Dec 2023

● Manage recruitment and outreach for new drivers in the Maryland/Virginia/DC area; successfully recruited over 100 new drivers over the past year.

● Oversee the onboarding process for new drivers and coordinate the incentive program (gift cards) for new drivers.

● Follow up with potential drivers who have expressed interest but who have not completed the application process. Over the past year, successfully mentored 35% of these potential drivers to complete their applications, which was the highest success rate in the DC office.

● Take new drivers on their first drive while walking through application use and company expectations. Troubleshoot drivers’ issues with using the Uber app.

VERIZON WIRELESS

Coordinator – Technical Support Hanover, MD August 2006 – May 2014

● Managed a team of 10 to 15 customer service agents, and improved team’s closure rate of Remedy tickets from 50% to 98% over the course of 8 years.

● Reviewed team call statistics and improved morale by launching a team contest to improve call quality metrics.

● Collected data on repeat customer calls in order to implement a customer call-back reduction program. Made recommendations to agents as to how resolve customers’ issues the first time in order to reduce the likelihood of a call back.

● Briefed customer service agents on new operating systems and features in preparation for customer inquiries.

● Performed user acceptance testing on new call agent systems and provided feedback to senior management as needed.

● Assisted management as a Senior Customer Experience Owner (CEO) in order to increase department efficiency.

● Analyzed hardware, software, and network configurations while recommending improvement processes to increase system performance on client workstations.

Customer Service Representative Greenville, SC October 2000 – August 2006

● Handled inbound calls from customers and led in average handle time metric and quality.

● Proactively made a call process flow document in PowerPoint that detailed various call-in scenarios and the procedures to follow in each situation. This document was referenced by over 700 Verizon call center employees.

● Administered setup for handheld devices, including Windows, Apple, Android, and Blackberry devices.

● Demonstrated expertise in synchronization, such as with email and calendars, across different devices. Reconciled user mail and folders, and restored old mail on local or network drives.

● Performed disaster recovery, backups, and system restorations for customers.

● Leveraged systems such as ActiveSync and Remedy, and often provided support using PC Monitor Remote Tools.

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EDUCATION

University of Maryland – Coursework in Government & Politics Strayer University – Coursework in Business Management TECHNOLOGY

Microsoft Office products, QuickBooks certified, Remedy Administration, Windows/Android/Apple mobile devices. CERTIFICATIONS

Life and Health

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