Experience

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  Waste Management

  • Columbia, Maryland, United States

  • Senior People Advisor

    • Jun 2021 - Present
    • Columbia, Maryland, United States
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  Erickson Living

  • Catonsville, Maryland, United States

  • HR Contact Center Manager

    • Mar 2020 - May 2021
    • Catonsville, Maryland, United States

    • Manages staff including meeting defined metrics and Service Level Agreements.• Ensures that the HR Contact Center delivers excellent Customer Service. • Manages the handling of calls, emails, and chat sessions in order to meet established service levels.• Develops best practices and standards w...

• 

  The Johns Hopkins University

  • Baltimore, MD, United States

  • Human Resources Shared Services Supervisor

    • Oct 2019 - Mar 2020
    • Baltimore, MD, United States
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  University of Maryland Medical System

  • United States
  • Hospitals and Health Care
  • 700 & Above Employee

  • Supervisor, HR Service Center

    • Mar 2016 - Oct 2019

    1. Provides supervision on all aspects of the Employee Service Center; provides input to development of policies and procedures, develops call scripts, provides training and education to staff. Coaches, counsels, and evaluates the performance of all service center staff. Assists in establishing customer service standards and monitors performance against these standards.2. Monitors quality and ensures continuity and successful delivery of HR inquiry services to employees and managers. Monitors compliance with Service Level Agreements with customers. May develop customer reporting and present performance to management. Provides regular dashboard metric overview to the VP, HR4. Oversees the Employee Service Center Case Management system and monitors system to assure follow-up and accountability. Assists in developing trending reports and alerts VP of case management trends in order to provide consultative services to line management.5. Makes recommendations to VP regarding protocols and operational policies and procedures; establishes training function and talent pipeline to assure continuity of services; instills a customer service discipline within the function.6. Assesses & creates COE on boarding/training materials with approval by the respective leaders over the COE’s.7. Provides training to all affiliates on Service Center functionality and capability as directed.8. Build and maintain a strong team through effective, training, coaching, team building. 9. Assess the skills and skill levels necessary to achieve work objectives.10. Foster & maintain positive relationships with HR constituents and customer base, serve as an interface between internal/external customers and functional team members to ensure effective definition of, continuous improvement and delivery of HR Contact Center processes.11. Act as a role model for customer-service qualities.12. Answer calls as needed to provide breaks for call center representatives or to fill in for absences.

  • HR Service Center Representative

    • Jan 2014 - Mar 2016

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  Verizon Wireless

  • Business & Government Customer Operations

    • Apr 2009 - Jan 2014

     Provide troubleshooting, account management, equipment orders and other maintenance requests over the phone. Assist Supervisor with creating and conducting team projects and special events. Process account level changes based on corporate contracts and FCC regulations. Develop & maintain...