Human Resources and Operations Manager

Banel Batchelor

*** ********* **, ***** ********, MD 20774 +1-202-***-****

****.*********@*****.*** Authorized to work in the US for any employer Work Experience

Human Resources / Operations Manager

Wheelbase Logistics

November 2024 to December 2025

• Hire and recruit drivers to support daily delivery and transportation operations.

• Vet and screen drivers to help ensure they meet company requirements and are prepared for assignments.

• Coordinate logistics and provide drivers with delivery routes and route-related information. • Serve as liaison with third-party companies coordinating routes and deliveries for Best Buy and Home Depot. Brand Ambassador

UBER Washington, DC

June 2015 to December 2023

• Manage recruitment and outreach for new drivers in the Maryland/Virginia/DC area; successfully recruited over 100 new drivers over the past year.

• Oversee the onboarding process for new drivers and coordinate the incentive program (gift cards) for new drivers.

• Follow up with potential drivers who have expressed interest but have not completed the application process. Mentored 35% of these potential drivers to complete their applications, the highest success rate in the DC office.

• Take new drivers on their first drive while walking through application use and company expectations; troubleshoot drivers’ issues with the Uber app.

Operations Assistant Manager / Executive Assistant DC for Sharece Crawford Washington, DC

August 2021 to June 2022

• Develop and execute campaign plan and ensure implementation follows organizational guidelines. • Schedule meetings for the candidate and staff; work with candidate on fundraising goals, calls, and events.

• Coordinate daily campaign priorities and objectives; oversee consultants and staff. • Oversee marketing and media implementation and execution, field operations support, campaign closeout, and human resources logistics.

• Serve as liaison between government agencies, campaign staff, and candidate.

• Support campaign treasurer and compliance in the event of an audit; create and manage Excel spreadsheet of campaign donors and donations.

Life Insurance Broker

First Financial Security Upper Marlboro, MD

December 2018 to August 2021

• Provided consumer sales support within the insurance industry and applied knowledge of insurance regulations and processes.

• Used strong telephone and communication skills to identify client needs and recommend suitable products. • Followed up to ensure accurate applications were successfully submitted. Banel Batchelor Page 1

Coordinator – Technical Support

Verizon Wireless Hanover, MD

August 2006 to May 2014

• Managed 10–15 customer service agents and improved the team’s Remedy ticket closure rate from 50% to 98% over eight years.

• Reviewed team call statistics and improved morale by launching a contest to improve call quality metrics. • Analyzed repeat customer calls and recommended solutions to reduce callbacks and resolve issues on the first contact.

• Briefed agents on new operating systems and features; performed user acceptance testing on new call agent systems and provided feedback to senior management.

• Assisted management as a Senior Customer Experience Owner (CEO) to increase department efficiency.

• Analyzed hardware, software, and network configurations and recommended improvements to client workstation performance.

• Coordinated help desk activities and provided technical support and administrative services to internal and external customers.

• Reconciled user mail and folders, backed up and restored mail on local or network drives, and served as a subject matter expert on new devices and operating system updates.

• Worked closely with online coordinators and educated representatives on using resources to resolve customer issues on the first contact.

Assistant Manager

Mixmaster Beverage Service Greenville, SC

February 2001 to August 2006

• Booked and scheduled parties and events; interviewed, trained, and supervised staff. • Handled customer inquiries and complaints; maintained inventory and purchasing for events.

• Prepared weekly employee schedules, entered time, and processed payroll. Customer Service Representative

Verizon Greenville, SC

October 2000 to August 2006

• Handled inbound customer calls and performed strongly in average handle time and quality metrics.

• Created a PowerPoint call-process guide covering call-in scenarios and procedures; it was referenced by more than 700 Verizon call center employees.

• Set up Windows, Apple, Android, and BlackBerry handheld devices; supported synchronization of email and calendars. Reconciled user mail and folders, restored mail on local or network drives, and performed disaster recovery, backups, and system restorations.

• Provided technical knowledge of cellular, data, and other products and services while implementing and tracking projects assigned by management.

• Defined, planned, implemented, and closed projects related to account issues and customer requests, including Customer Call-back Reduction and Improving CTI Utilization.

• Facilitated Tier 1 troubleshooting sessions and provided hands-on instruction to improve job proficiency. Education

Strayer University 2004–2006

University of Maryland 1984–1986

Bwnjamin Banneker Sr High HS Diploma

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