Human Resource Coordinator and Training Facilitator

Christina Williams

919-***-**** *****@*******.*** Albany, NY 12210

LinkedIn: https://www.linkedin.com/in/christina-williams-67bb6244/

Objective

Human Resource Coordinator with a passion for learning and employee development, seeking a Facilitator role to support training delivery, engagement, and effective group learning experiences.

PROFESSIONAL SKILLS

Training Employee Engagement Adaptability

Leadership HR/Employee Relations Organizational Skills

Customer Service Onboarding/Offboarding Communication

WORK EXPERIENCE

SPECTRUM

Human Resource Coordinator May 2025 – Present

Coordinate full cycle recruiting support including interview scheduling, candidate communication, and onboarding preparation for high volume operational roles.

Serve as primary point of contact for candidates and new hires, providing clear guidance on hiring steps, expectations, and next actions.

Partner with Recruiting and Operations leaders to support staffing demands and workforce readiness.

Maintain accurate hiring, onboarding, and compliance documentation with Spectrum systems and processes.

Contribute to employee engagement and retention initiatives by supporting graduation events, milestone celebrations, and onboarding enhancements.

Residential Billing Supervisor December 2023 –May 2025

Lead a team of up to 25 representatives utilizing leadership skills.

Assist team with escalated customer concerns.

Regularly monitor calls and performance metrics to provide feedback and coaching.

Ensure Kronos is properly accounted for and accurately updated for the team.

Motivate and inspire others.

Input coaching documentation in Corportal.

Partner with Human Resources to assist agents on FMLA, ADA, LOA, and other leave policies and documentation.

Submission of JAs and LOIs to meet attendance compliance.

Utilize PeopleSoft to input corrective actions and other administrative jobs.

Lead July 2022 – December 2023

Point of contact to agents needing assistance providing service to customers.

Take customer escalated calls.

Process UCM tickets.

Assist in the Bridge Program.

Head and maintain monthly challenges for Leads.

Customer Service Rep February 2022 – July 2022

Provide service to current customers by resolving billing inquiries and account issues.

Use current programming, CSG or CRM, to adjust services as requested.

Uphold positive customer relationships.

GEICO

Retention Specialist December 2020 – December 2021

Answer incoming calls from current policy holders wanting to cancel.

Use levers provided to retain customers.

Explain benefits of the company and why it’s important to stay.

Made sure calls are efficient and done in a timely manner.

Helped customers reissue cancelled policies.

Listen to customers patiently and empathetically.

Helped with call tracker by calling customers and following up with their request to cancel.

Customer Service Representative January 2019 – December 2020

Work in a fast-paced environment taking incoming phone calls.

Listen and respond to customers’ questions.

Reviewed customers’ policies and made changes, if necessary.

Provided information about additional services and products.

Make sure all needs are met for policyholders.

Earned Chairmen’s Award

Virginia P&C License

PetSmart

Customer Engagement Leader October 2017 - Present

Drove an exceptional customer service experience in-store.

-Achieves customer experience financial and operational objectives

-Drives a Trusted Partner culture, including ownership of the Sales Coach program and continual reinforcement of Trusted Partner behaviors

-Drives in-store Omni channel strategies

-Owns execution of local store marketing activities

-Leads pet care operations

-Owns associate recognition

-Attracts, develops and retains extraordinary talent

Charlotte Russe

Store Manager January 2017 – September 2017

Understands Charlotte Russe strategic initiatives and works closely with the District Manager to translate these into strategic goals and priorities for the year.

Drives the Charlotte Russe customer service experience by leading, modeling and training store associates.

Models service behaviors by greeting and developing rapport with customers, providing product information including features, trends and styles and makes product suggestions based on knowledge of the merchandise and the customer.

Evaluates and manages store sales and payroll goals on a daily basis utilizing applicable reports and scheduling tools to ensure all goals/plans are achieved.

Creates loss prevention action plan utilizing company tools and processes to minimize loss and achieve shrink goals.

Partners with store team to implement visual displays, promotions, and merchandising moves per company guidelines.

Effectively analyzes business critical reports and utilizes this information to problem solve, make decisions and drive sales.

Develops people strategy for store based on Charlotte Russe people goals. Work with store team to execute all parts of the strategy including hiring, new hire orientation, training and performance management.

Manages scheduling of team members within the store to ensure there is appropriate coverage to ensure a consistent fun and meaningful customer experience.

Develops store hiring plan and works with store management to ensure staffing and scheduling need are achieved.

Develops a high performing team and continuously fosters a culture of strong performance by providing consistent and timely feedback.

Partners with store management to create individual development plans consistent with the employee’s development needs and career aspirations.

Communicates and ensures compliance with all Charlotte Russe policies including, but not limited to, policies regarding meals, scheduling, timekeeping, overtime pay and payment for all time worked.

AWARDS

Keys to Success Bronze award-7/2023, 5/2024, 6/2024, 12/2024, 7/2025

1st Quarter Achievement Award - 2024

Keys to Success Silver award - 2023

EDUCATION

Southern New Hampshire University

Bachelor of Science, Human Resource Management – currently enrolled

Southern New Hampshire University

Human Resource Management Certificate

University of Denver

Front Line Leadership Essentials Certificate

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