Human Resources Customer Service

Chanté Altino

**** ********* *** • Douglasville, Georgia 30135 • Telephone No: 516-***-**** • Email: *********@*****.***

Performance-driven and highly motivated professional, dedicated to contributing to the growth and development of a company through effective leadership, coaching, guidance, and quality service. Proven expertise in human resources operations, including compliance management, employee mentorship and mediation, payrolls and team development. Provides quality customer service and maximizes satisfaction rates; effectively resolves complex complaints and conflicts in a timely manner. Highly efficient and skilled in cross-functional roles and exceeds goals.

• Leadership & Team Collaboration

• Sales Initiatives/Profitable Growth

• Quality Customer Service/Support

• Human Resources Operation/Advising

• Employee Development & Mentorship

• Best Practices & Compliance Initiatives

• Overall Satisfaction Enhancements

• Conflict Resolution/Risk Mitigation

• Call Center Leadership/Operations

Technology Snapshot: Microsoft Office Suite Microsoft Windows SharePoint Live Meetings Publisher 10-Key by Touch One Note Avaya PeopleSoft Kronos Nice Queplix Clientzone Verint SkyDrive Keyboarding / WPM

professional experience

DC HR Business Partner 2022 to Present

HD Supply Atlanta, Georgia

Supervised, coached, mentored, and evaluated employees within the fast-paced call center and facilitated training programs; planned and coordinated workflow and prioritized activities. Delivered world class service and support to customers; responded to the escalated complaints or conflicts and mitigated risks in a timely manner to retain customers and maintain optimal satisfaction rates. Developed a new newsletter for teams to communicate sales goals, incentives and standards; implemented and strictly enforced performance goals.

Partner with Staffing Department on business employment needs, including recruiting for functional areas of the business.

Working directly with business leadership and department management on the development and facilitation of the individual and divisional performance improvement

Responsible for the effective integration of HR policies and procedures during Acquisitions.

Build Internal partnerships to aid in the resolution of associate relations issues.

Embrace and communicate vision of the organization and group to align workforce

Works in conjunction with business leadership to develop and implement performance management plans.

Assess and deliver training and development to limit legal exposure.

Support and implement HR policies within the business by acting as the primary point of contact between associates and management.

DC HR Business Partner 2018 to 2022

The Home Depot, Incorporated Atlanta, Georgia

Manage the human resources support operations for the Distribution Center; ensure successful execution of business practices and maintain compliance with all regulations. Resolve Associate Relations issues including conducting employee relations investigations and fact finding; administer company's correction action process in partnership with DC HR Manager; manage unemployment claim information and unemployment hearings.

Exceeded expectations by increasing Voice of Associate survey results by 11% from 2018 to 2019.

Influence the development of the Distribution Center, consisting of over 400 associates; Introduced innovative processes to boost morale and associate engagement.

Analyze HR reports, identify opportunities/trends, propose action plans.

Inspired and influenced change management initiatives to certify by in of end user which increased communication, morale, and trust in leadership

Identify breaches of culture/values that impact the work environment; interpret and provide guidance on corporate policy.

HR policy and procedure interpretation, Staffing, Compensation/Benefits.

HR Contact Center Supervisor SI 2014 to 2018

The Home Depot, Incorporated Atlanta, Georgia

Manage the escalation and human resources support operations for the contact center; respond to complex inquiries or requests, ensure successful execution of practices, and maintain compliance with all regulations. Conduct comprehensive audits of human resources and payroll transactions to pinpoint errors and maintain adherence with Standard Operating Procedures; proactively identify and mitigate risks. Analyze detailed HR or pay reports for 179 Canadian stores; achieves accurate reporting standards for the government of Canada.

Exceeded expectations by increasing Voice of Associate survey results by 13% from 2017 to 2018.

Centralized/consolidated/realigned 13 specialty reports to the most appropriate business units, which ensured appropriate task handling to allow suitable reallocation of resources. Simplified expendable 3-touch business practice to accelerate transaction-processing time and decreased SLA by 30%

Inspired and influenced change management initiatives to certify by in of end user which increased communication, morale, and trust in leadership

Led and implemented organization changes in relation to the unemployment process and practices

Senior Support Escalation Team Lead 2010 to Present

The Home Depot, Incorporated Atlanta, Georgia

Functioned as a Transaction Team Lead (Canada) and Contact Center Associate - Promoted throughout tenure

Manage the escalation and human resources support operations for the contact center; respond to complex inquiries or requests, ensure successful execution of practices, and maintain compliance with all regulations. Conduct comprehensive audits of human resources and payroll transactions to pinpoint errors and maintain adherence with Standard Operating Procedures; proactively identify and mitigate risks. Analyze detailed HR or pay reports for 179 Canadian stores; achieves accurate reporting standards for the government of Canada.

Influenced the development of the large center, consisting of over 120 associates; implemented new evaluation practices and introduced center techniques which improved metric performance by 80+%

Analyzed internal practices to identify requirements and opportunities; developed the overtime and voluntary time off process to streamline activities and established the new resource control standard

Led the development of a monthly learning series to promote the growth and development of the Human Resources and Retail Staffing teams; maximized the potential and performance of employees

Sales Representative 2009 to 2011

AT&T, Incorporated Conyers, Georgia

Initiated new sales initiatives to drive profitable growth; established productive relationships with clients and provided consultative support to maximize account performance. Collaborated with cross-functional teams to ensure successful execution of strategic programs; generated innovative programs and practices which improved operational performance and drove visibility. Conducted needs analysis to identify the goals and objectives of clients; generated recommendations, presented key solutions and successfully closed new sales.

Increased new business accounts by 67% and increased existing account usage by 52%; applied a working knowledge of consultative and strategic sales approaches to expand and retain key accounts

Provided direct feedback to customers, resulting in an increase in new product offers and a 15% rise in account usage; responded to inquiries, questions or requests and promoted new product launches

Consistently exceeded established sales goals; increased the company’s profitability and revenue through quality service, follow-up, and leveraging existing relationships to generate leads or referrals

Commercial Account Manager and Sales Representative 2004 to 2009

Cablevision Systems Corporation Jericho, New York

Created new presentations and proposals to retain new accounts; conducted sales pitches for all prospective clients to promote products and services which met the individual goals. Prepared new business cases to communicate value, benefits, and costs; presented short and long-term benefit analysis. Successfully closed new sales and consistently exceeded monthly, quarterly, and annual objectives; recognized by clients, teams, and leadership for unique sales strengths. Effectively resolved complex complaints in the inbound call setting.

Selected to serve on a special taskforce to develop underperforming teams; increased the potential and productivity of employees and improved guest satisfaction and sales rates throughout the center

Provided influential leadership, coaching, and mentorship to a team of 10-15 representatives and led teams to achieving top-performer status; facilitated training sessions and delegated any assignments

Education and Credentials

Fayetteville State University, Bachelor of Science 1999

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