Customer Support & HR Systems Specialist
Resume:
SHONNETTE HOWARD
Youngsville, Us ***** /919-***-**** /*********@*****.***
SUMMARY AND PROFILE
Dynamic professional with a proven track record of enhancing system efficiency and client satisfaction through expert technical support and customer service management. Skilled in conflict resolution using Workday and Salesforce, fostering a positive workplace culture that encourages collaboration and innovation. Adept at partnering with cross-functional teams to streamline organizational processes and drive HR advancements, ensuring alignment with strategic goals. Committed to delivering exceptional service and continuous improvement in all operational aspects.
Skills
Customer relationship management (CRM) Workday user interface Call center experience Problem-solving
Complaint handling Support services CRM software
PROFESSIONAL EXPERIENCE
ASM Research /Fairfax, VA
CUSTOMER SUPPORT SPECIALIST
08/2024 - Present
Assisted participants with Thrift Savings Plan (TSP) account access, contribution changes, and fund allocations
Facilitated the collection of required signature pages and implemented data corrections to enhance accuracy.
Provided expert assistance in managing 401k contributions and executing IRA distributions for optimal retirement savings.
Oversaw resolution of batch edit errors and ensured all documents were complete.
Facilitated routine inbound and outbound calls, emails, and web chat services.
Macy's /Raleigh, NC
AT YOUR SERVICE ASSOCIATE
09/2023 - 08/2025
Provided exceptional customer support, enhancing overall satisfaction and fostering repeat business through personalized service.
Streamlined checkout processes, significantly reducing wait times and improving customer flow during peak hours.
Cultivated a welcoming atmosphere, enhancing customer interactions and building lasting relationships through attentive service.
Eight Eleven Group /Boston, MA
TIER 1 WORKDAY SPECIALIST (Contract, Remote)
03/2023 - 05/2023
Configured Workday HCM for clients, ensuring optimal system settings and secure access.
Resolved complex technical issues, enhancing client satisfaction through effective support.
Utilized problem-solving skills to improve system efficiency and client experience.
Delivered measurable improvements in system performance and client feedback.
Experis Contractor /Research Triangle Park, NC
HRIS ANALYST (Cisco Contract, Remote)
01/2021 - 12/2022
Served as the first point of contact for employee inquiries and people and culture team request, providing timely and accurate responses or escalating issues as needed.
Resolved employee queries, enhancing satisfaction and response times.
Collaborated with People Ops, streamlining processes for improved efficiency.
Managed service tickets, ensuring prompt and accurate solutions.
Monitored service metrics, identifying trends to improve HR support.
Macy's /Raleigh, NC
SEASONAL PART-TIME ASSOCIATE
10/2019 - 01/2020
Exceeded sales goals through strategic product promotion, driving store revenue growth.
Enhanced customer loyalty by offering tailored product advice, boosting repeat visits.
Cultivated a welcoming shopping atmosphere, ensuring high customer satisfaction.
CenturyLink® /Wake Forest, NC
DISPATCH COORDINATOR
07/2014 - 08/2021
Coordinated policy updates, enhancing service efficiency and team alignment.
Recorded procedural changes in system, ensuring accurate tracking and compliance.
Managed detailed call and chat records, supporting data-driven decision-making.
Kelly Services /Morrisville, NC
RURAL CARRIER ASSOCIATE
09/2011 - 07/2014
Oversaw administrative operations to ensure efficient mail handling and delivery processes.
Assisted mail carriers in precise mail counting to enhance delivery accuracy.
Engaged with customers to identify and fulfill their needs.
EDUCATION AND OTHERS
Saint Augustine's University /Raleigh, NC
Bachelor of Science: Organizational Management /05/2001
Strayer University-North Carolina /Raleigh, NC
Master of Science: Human Resources Management /11/2007
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