Human Resource Project Management

Internal

Mitchell C. Hardy II

864-***-**** (Mobile)

********@******.*** (Email)

Operational and Human Resource Management

Dynamic and results-oriented professional with over 15 years of progressive experience in operational leadership, project management, and human resource management. Demonstrated success in leading high-performing teams, driving employee engagement, and executing strategic initiatives across multiple industries, including financial services, retail, and telecommunications. Adept at managing large-scale projects, delivering customer-centric solutions, and cultivating strong client and team relationships. Professional Experience

Marsh & McLennan Agency, Greenville, SC January 2024-Present Client Benefits Specialist – Employee Health & Benefits

• Providing day-to-day support for MMA clients.

• Build and maintain strong relationships with assigned client base.

• The primary point of contact for inquiries, billing & invoicing and support for client base.

• Act as liaison for client to research and resolve coverage, claim, and administrative problems.

• Maintain accurate records and documentation related to employee benefits.

• Review census data, plan design, rate information, experience data, and related materials to ensure that neces- sary and accurate information is submitted to renew/change available benefit options. TD Bank, Greenville, SC April 2020-January 2024

Human Resources Contact Center Specialists

• Maintained a thorough knowledge and understanding of all HR policies, processes and procedures specializing in Payroll, Benefits, Compensation, and people leadership.

• Provided guidance and support to all employees, retirees, people managers and the HR community.

• First point of contact (phone, email, chat) for all inquiries related to employee programs and services, HR policy, process and procedures, including navigational support and escalation of issues.

• Provided direction and advice on all requests and /or determines options for next steps based on scenarios, To in- clude year-end compensation, mid-year and year-end processes, resources planning; guidance related to making employee data changes (new hires, transfers, termination, retiring): guidance related to the administration of em- ployee programs (service recognition, PTO/Vacation entitlement, time administration) Monroe Oil, Waxhaw, NC September 2019-March 2020

Management Trainee/Customer Service and Sales Specialist

• Responsible for all customer servicing needs, to include greeting, selling of inventory, completing sales transac- tions, handling customer complaints and requests.

• Effectively and accurately process customer check out including cash, debit and credit card payments.

• Maintained the appearance and cleanliness of the store.

• Processed daily paperwork and cash deposits as well as credit card processing.

• Handled all sales transactions, prepared sales reports daily using back office system.

• Responsible for receiving and checking the accuracy and inspections of all deliveries.

• Managed accounts receivable records.

Internal

Everything but the House, Charlotte, NC June 2018-July 2019 Estate Specialist

The World's Premier Estates Online Marketplace.

• Performed basic research on incoming items using the internet and reference materials.

• Electronically tagging key attributes to each item such as designer, maker, condition, measurements, etc. at our Local Processing Center

• Ensured accuracy of item information to minimize returns and maximize customer satisfaction.

• Sorted items by size and value for entry into the photography workflow.

• Stayed informed on trends and descriptors of vintage, antique and secondhand goods

• Organized items into lots or groupings to maximize bidder interest and the proceeds for our sellers. Furniture Flip, Pinson, AL January 2015-February 2018 Managing Partner

• Overseen the day-to-day operations.

• Used marketing research to identify trends and potential markets for our products and increase revenue.

• Responsible for all customer servicing needs, to include greeting, selling of inventory, completing sales transac- tions, handling customer complaints and requests.

• Purchased items from auctions, markets, trade fairs, online, estate sales and individual private sales.

• Bought, Appraised and sold Antiques, collectables and furniture.

• Establish and managed network of clients and contacts.

• Met with potential contacts, visiting existing contacts and networking to build client base.

• Worked to manage business while working to support and nurture current customer needs and requests.

• Prepared stock for sale through small restoration and repairs.

• Completed all business accounts and business records. FIS, Northport, AL July 2014-November 2014

Call Center Supervisor

• Oversee a team of 25 to 30 Customer Service Associates who handle customer service inquiries and problems via the phone and/or email.

• Monitor team operations to ensure adherence to department service level standards.

• Act as an escalation point for resolving the most difficult customer issues.

• Evaluate the call quality of services provided by Customer Service Associates. Provide feedback on strengths and areas for improvement.

• Responsible for performance appraisals, disciplinary actions, hiring/interviewing,

• Tracks and reports contact center performance against objectives and goals (i.e. quality, call volume, cust sat). Citibank, Jacksonville, FL December 2012-September 2013 Operations Assistant Vice President – Unit Sales Manager

• Led, coached and developed a Service and Sales team of approx. 20 – 30 employees in a manner that ensures high quality customer care.

• Administer human resource related functions such as interviewing, hiring, performance management, salary ac- tions, promotions, etc.

• Accurately assessed strengths and development needs of employees, to include timely and specific feedback and performance management. Provide challenging goals, assignments and opportunities for further development.

• Identified and analyzed escalated concerns and provide guidance to team members for resolution. Internal

AT&T, Atlanta, GA August 1996-November 2012

Sr. Project Manager

• Green Belt Six Sigma Certified

• Led tactical and strategic decisions centered on our mission to: "Provide customer service excellence for small business owners and their decision maker which transcends products and services and delivers a truly integrated experience.”

• Served multiple support facets such as: Future Customer Experience Planning, Care Strategy, Lifecycle Project Management and/or Methods / Procedures (M&P) Content Authoring. Small Business Solutions Care Project Managers are responsible for implementing the converged (wired + mobility) customer care experience for each phase of project Rainmaker as well as post Rainmaker initiates through to production.

• Key Project Manager for the following initiatives include:

• Realigned the Sr. Project Specialist to the project management leg of the SB Integrated Solutions team

• Creation of the SBS Care Manager Role. To included job description and classification and recruiting.

• Championed the center location process with all approves and worked to equip center

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