HR SHARED SERVICES SUPERVISOR Summary Detail-oriented human resources professional excels tight deadlines, anticipating averting potential problems proactively streamlining processes. Highlights Professionals Human Resources Association Excellent interpersonal coaching skills Talent assessments Motivated Hiring recommendations Background checks Experience Company Name City State HR Shared Services Supervisor 01/2014 Provides leadership development performance management direct team associates focused meeting call center operational metrics quality standards. Engaged strategic planning identify milestones targets deliver results performance metrics Assessed team Situational Leadership perspective built customized development plans enhance areas strength close performance gaps enhance overall performance department Partnered associates create execute development plans improve performance meet career pathing objectives Interviewed candidates make hiring decisions quality associates staff department full capacity Responsible providing analytical, technical proficiency, product knowledge Advocate H.R. processes procedures. Company Name City State Operations Manager 01/2013 01/2014 Accomplishing company's objectives overseeing center-wide recruiting, selecting, training, assigning, scheduling, coaching, counseling, monitoring, appraising disciplining employees; communicating job expectations; reviewing job contributions; planning reviewing compensation actions enforcing policies procedures. Enhancing overall customer experience call coaching monitoring escalated call trends. Coaching developing ensure client support delivered per contractual agreements. Enabled resolution customer issues liaison facilitator core team participates on-going planning process improvement. Responsible 10 customer service supervisors 250 customer service agents. Achieving customer service objectives contributing customer service information recommendations strategic plans reviews; preparing completing action plans; implementing production, productivity, quality, customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change. Meeting customer service financial objectives forecasting requirements, preparing annual budgets, scheduling expenditures, analyzing variances initiating corrective actions. Determining customer service requirements maintaining contact customers, visiting operational environments, conducting surveys, forming focus groups, benchmarking best practices analyzing information applications. Improving customer service quality results studying, evaluating, re-designing processes, establishing communicating service metrics, monitoring analyzing results implementing changes. Effectively establish maintain cross functional cross-departmental partnerships. Company Name City State Action Response Team Supervisor 01/2011 01/2013 Resolved and/or addressed complex customer issues questions, included taking escalated calls customers/associates. Managed Action Response Team function, ensuring service levels quality goals met. Analyzed department satisfaction results proactively developed implemented action plans improvement. Performed full scope talent management development activities including aspects performance management process: performance behavior assessment, feedback, coaching, career planning, guidance, corrective action training. Call observation monitoring individual, team, enterprise root cause trending analysis Represented department 100 projects directly impacted performance queue. Company Name City State New Hire Supervisor 01/2005 01/2011 Responsible staffing call center 550 associates 30 New Hire Classes (20 associates per class) within 2 quarters fiscal year; maintaining 80 percent retention rate. Provided New Hire Policies Procedure Customer Satisfaction Training approximately 350 employees. Conducted orientation sessions arranged on-the-job training new hires. Developed organized testing, training, evaluation procedures, multimedia visual aids, new hire materials. Directed development comprehensive training strategy, methodology, programs curriculum management opportunity, employee development technical training. Performed administrative duties may include tracking associates attendance, payroll processing, inputting assessment results, reviewing Knowledge checks. Maintained database detailing employee training dates, types training, qualification recertification dates. Conferred management conducted surveys focus groups identify training needs based projected production processes, changes, factors. Evaluated instructor's performance effectiveness training programs provide recommendations improvement. Observed monitored associates skills behaviors training; worked conjunction classroom trainer formulating weekly assessment providing feedback comprehension, strengths opportunities. Collaborated Human Resources defining individual employee development plans supervisors managers evaluating capabilities implementing effective solutions. Education B.A Psychology 2015 Ashford University City State GPA: GPA: 3.73 Human Resources Management certificate Healthcare Management certificate Accomplishments Implemented background check matrix vendor streamline background process onboarding. Skills administrative, benchmarking, budgets, call center, Coaching, counseling, Customer Satisfaction, customer-service, client support, database, designing, financial, focus, forecasting, functional, hiring, Human Resources, instructor, Leadership, leadership development, materials, multimedia, enterprise, payroll processing, performance management, Policies, process improvement, processes, quality, recruiting, scheduling, staffing, strategy, strategic planning, trainer, employee development, employee training, training programs