Remote HR & Payroll Support Specialist (20+ yrs)

Y. KATRENA WHITE

Blacklick, OH 614-***-****

*********@*****.*** www.linkedin.com/in/katrenawhite PROFESSIONAL SUMMARY

Remote-ready HR Support and Payroll Specialist with 20+ years of experience delivering live employee support via inbound phone, email, and case management systems in high-volume HR environments. Expert in resolving payroll, benefits, onboarding, and HR system issues while maintaining professionalism, empathy, and confidentiality. Trusted to handle sensitive employee matters, meet service-level standards, and provide accurate, first-call resolution. CORE SKILLS

• Inbound Employee Call Support

• Payroll & Pay Issue Resolution

• Benefits, Leave & Eligibility Support

• HR Case Management & Ticketing

• First-Call Resolution & Escalation Handling

• Onboarding & Offboarding

• HRIS & Payroll Systems Support

• Data Accuracy, Audits & Quality Control

• SLA, AHT & Service Metrics

Systems: NFC, EmpowHR, HRConnect, PeopleSoft, CapHR, Oracle, USA Staffing Tools: Excel, WebTA, Cognos, CULP, SQL, MS Access

PROFESSIONAL EXPERIENCE

HR Specialist, GS-0201-13 (as of February 2023)

HR Specialist (Information Systems) (Contractor)

U.S. Department of Agriculture (USDA) – Foreign Agricultural Service 05/2022 – 09/2025 40 hrs/wk

• Provided inbound phone, email, and system-based HR support to employees and managers regarding pay, benefits, leave, and personnel actions.

• Served as a primary call-resolution specialist for payroll discrepancies, benefits errors, onboarding issues, and HR system access.

• Conducted case research and root-cause analysis to resolve employee concerns quickly and accurately.

• Reviewed and corrected HRIS and payroll data to ensure timely and accurate compensation.

• Explained HR and payroll policies in clear, customer-friendly language. Y Katrena White 2

• Met service-level standards while supporting high call and case volumes.

• Escalated complex cases when necessary and followed through to full resolution.

• Used reporting tools to track trends, repeat issues, and quality metrics.

• Delivered training to HR staff to improve customer experience and system accuracy. Senior HR Processing Specialist (Contractor)

U.S. Department of Commerce 02/2021 – 05/2022 40 hrs/wk

• Handled daily inbound employee calls regarding payroll, leave, benefits, and personnel actions.

• Investigated and resolved pay and benefits discrepancies, ensuring employee satisfaction and compliance.

• Provided real-time support to managers for personnel processing and pay actions.

• Maintained high accuracy and turnaround time in a fast-paced shared services environment. HR Specialist, Team Lead (Contractor)

USDA – Agricultural Research Service 10/2016 – 02/2021 40 hrs/wk

• Led a team responsible for inbound HR support and payroll case resolution.

• Managed escalated employee calls and complex cases.

• Monitored SLA, call quality, and turnaround metrics.

• Coached staff on customer service skills, professionalism, and issue resolution.

• Served as a liaison between employees, managers, and payroll offices. Earlier HR & Payroll Support Roles (2003–2016)

HR Assistant Payroll Assistant Personnel Specialist

• Provided phone-based and in-person HR support to employees regarding pay, benefits, onboarding, and leave.

• Processed personnel actions and payroll transactions.

• Maintained HR records and ensured data accuracy. TRAINING & EDUCATION

• USDA AgLearn/NFC University – EmpowHR Super User, Adjudicator, Sponsor Training; USDA Mentoring Progra m (2022)

• OPM – USA Staffing Onboarding & Selection Manager (2019)

• NFC – EmpowHR Training & Special Payroll Processing System (SPPS) Web Training (2018, 2019)

• USDA Graduate School – Guide to Processing Personnel Actions (GPPA) Training (2018)

• SuccessFactors – Intro to Mastery & Succession Mastery (2013, 2014)

• Towson University – Microsoft Certified IT Professional, Database Admin (2011)

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