Human Resources Technical Support

Sonya Reynolds

*************.***@*******.*** 832-***-****

SUMMARY

Multitalented, HR professional and customer-centric manager with years of excellence in program leadership and business operations across public and private sectors.

Core Qualifications

Business Planning and Strategy

Records Management

Staff Training and Development

Human Resources Staffing

Notary Public

Microsoft Office: Excel; Word; Powerpoint

SAP and CRM Subject Matter Expert

Continuous Process Improvements, SOPs

EDUCATION

Bachelor of Science, Business Administration University of Phoenix, Oregon

PHR Certification in process Houston, TX

PROFESSIONAL EXPERIENCE

Comcast – Virtual Houston, TX Technical Support 9/2021 to 1/31/2025

In a remote office setting, provide end-to-end support to customers/communities to ensure a positive experience with products and services.

Troubleshoot and provide technical support to bring resolution to obstacles that prevent customers from successfully using products or services.

Communicate and explain account information to customers with focus on first-call resolution. Research and resolve billing questions/issues.

Takes a consultative approach to finding custom solutions to address customers' needs. Resolves customer complaints/concerns through active listening, empathy, professionalism, and problem solving.

Metropolitan Transit Authority – Houston, TX Supervisor, 8/2013 to 01/2020

Execute all aspects of customer service and delivery of METROs products and services with the aim of building a team of results-driven customer service specialists using industry best practices. Key contributions:

Problem solving using analytical strengths and strategic business planning initiatives.

CRM subject-matter expert; Accelerate team performance by facilitating high-impact training on new customer relationship management (CRM) software.

Ongoing performance management: Develop, coach, support and evaluate team performance and daily monitoring of Customer Service Metrics.

Sourced candidates, interviewed and hired candidates for open positions.

Using Excel and CRM, prepare reports for internal and external stakeholders, to include internal departments and Board of Directors.

Provide reports utilizing CRM and Excel to business partners to assist with informed decisions for long-term planning.

Support the success of a team of Customer Care Specialists tasked with intake and resolution of customer concerns. Coordinate daily tasks and monitor the workload to ensure timely resolution of public comments.

Utilized reporting to assist with informed decisions for transportation planning

Continuous process improvements: Proven record of refining workflow by analyzing

and revamping case management practices: Launched innovative strategies to help

team manage high volume workload; Improved customer response time, by creating

and implementing innovative reporting tools; Created communication tool for internal

and external customers to follow-up on public comments.

Continuous process improvements: Proven record of refining workflow by analyzing and revamping case management practices: Launched innovative strategies to help team manage high volume workload; Improved customer response time; Created communication tool for internal and external customers to follow-up on public comments.

Metropolitan Transit Authority – Houston, TX Human Resources Staffing Assistant, 3/2011 to 7/2013

Supported day-to-day human resources staffing activities, to include:

Sourced candidates using resources, such as job fairs.

Engaged with candidates to ensure timely submission of applications.

Facilitated pre-employment process to include skills testing, pre-employment screenings, schedule interviews.

Onboarded new hires: processed employment records, facilitated new hire orientation.

Responsible for the tracking and reporting of applicant data and new hire data as the department Records Management Coordinator.

Act as the Department Records Management Coordinator in managing the records retention

process.

Utilized business tools for reporting; EEO applicant reporting.

Managed invoice payments

Gained a positive reputation for strong work ethic and HR and employee relations skills.

Nike Corporate – Beaverton, Oregon Manager, Specialty Sales Accounts, 1/2007 to 5/2009

Lead a team with accountability for driving supply chain to maximize profitability. Key Contributions:

Coordinated with Sales, Planning, and Shipping Departments to complete on-time deliveries.

Reduced charge backs. Applied knowledge as the department’s subject matter expert for SAP supply chain

Improved product fill rate by closely monitoring inventory and allocating inventory as routine business practice; established rigorous reporting tools to monitor KPIs and core metrics.

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