HR Contact Center Resume Sample
Mireille Feeney
7716 Rudy Path,
San Francisco,
CA
+1 (555) 602 7804
Work Experience
HR Contact Center Team Leader
07/2015
-
PRESENT
Boston, MA
- Experience working with Human Resource topics such as benefits, compensation and performance management desired
- Answer incoming call center inquiries and emails from employees and management regarding timekeeping, payroll and benefits, as well as company and HR related policies, in a call center environment
- Provide employees with accurate, consistent, and timely responses/explanations regarding HR related questions and issues with the goal to solve the question or issue at the first initial contact
- Troubleshoot and resolve issues ranging from simple to complex questions, using relatively thorough knowledge of HR Total Rewards policies and procedures, HR systems, and internal HR processes
- Provide guidance and answer questions on employee and manager self-service
- Escalate high-level inquiries and issues by engaging with and assisting the appropriate Human Resources team member(s)
- Use the case management system to accurately document all inquiries and resolve cases timely
- Manage the effective resolution of customer issues by thoroughly researching the issue or question at hand
- Provides reports and highly confidential data to key leadership and ensures quality and accuracy on all reports
HR Contact Center Representative
06/2008
-
06/2015
New York, NY
- Processes all employment verification requests. Ensures data integrity and company policy is upheld when delivering information to outside parties
- Excellent verbal and written communication skills as well as problem-solving ability in a fast-paced, dynamic environment
- Multi-task and handle a large volume of calls and emails
- Advanced spreadsheet, basic database, and word processing skills
- Take ownership of the resolution of callers’ issues, giving guidance and solving problems at the first point of contact whenever possible within the target response time. Refer issues to Case Management SME when unable to resolve personally
- Take ownership of the resolution of callers’ issues, giving guidance and solving problems at the first point of contact whenever possible within the target response time
- Represent the “customer voice” to ensure appropriate first line support to customers. Ensure global view and alignment with HR Services & Systems vision is maintained
- Language skills: Fluent in writing and speaking / native level in the language for the supported country as well as English
- Full command of the target language
HR Contact Center Technology Admin
12/2003
-
04/2008
Chicago, IL
- Partnering with other Human Resources Business Partners to resolve more complex issues to ensure the most accurate and timely response is delivered to employees
- Track, follow-up and resolve customer’s outstanding issues in a timely fashion
- Have End to End Ownership of the request and ensure closure only once its complete
- Proven ability to work swiftly but conscientiously to serve the needs of employees while remaining attentive to others in queue
- Strong problem solving skills including experience handling disheartened or angry callers in a professional manner
- Multitask effectively and prioritize
- Excellent keyboard, proofreading and editing skills
- Basic MS Office application experience
Education
Western Carolina University - Asheville
1998 - 2003
Bachelor's Degree in Human Resources
Professional Skills
- Effective oral and written communication skills, including but not limited to strong interpersonal skills to assist employees and managers of all levels
- Excellent keyboard skills which includes MS Office skills to create routine correspondance, reports or presentations
- Strong in verbal and written communication skills; good interpersonal skills
- Demonstrated problem solving skills including experience handling disheartened callers in a professional manner
- Highly developed interpersonal skills and analytical thinking skills
- Demonstrates strong organizational and follow up skills
- Strong Communication Skills and Professional Presence to handle email, chat and outbound call support
How to write HR Contact Center Resume
HR Contact Center role is responsible for interpersonal, basic, software, research, design, payroll, compensation, security, training, editing.
To write great resume for hr contact center job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For HR Contact Center Resume
The section contact information is important in your hr contact center resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your HR Contact Center Resume
The section work experience is an essential part of your hr contact center resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous hr contact center responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular hr contact center position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative HR Contact Center resume experience can include:
- Excellent keyboard skills which includes MS Office skills to create routine correspondence, reports or presentations
- Maintain broad knowledge of Human Resources to effectively support employee questions with minimal escalations
- Demonstrate Philips Lighting behaviors
- Experienced working in a Call Center or related
- The employee prioritizes tasks and chooses the best method
- Experience with Customer Relationship Management (CRM) application
Education on a HR Contact Center Resume
Make sure to make education a priority on your hr contact center resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your hr contact center experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in HR Contact Center Resume
When listing skills on your hr contact center resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical hr contact center skills:
- Multitask effectively and prioritize work
- Exhibits strong ability to effectively partner with HR Service Center Team and others (HR and other operations)
- Demonstrated effectiveness when dealing with demanding customers
- Topics include, but are not limited to, Compensation & Benefits, Workforce Management, Skills Learning
- Utilize core phone responsibilities including probing, building report, effective listening and positive attitude
- Have experience in working in a corporate working environment (business and meeting etiquettes)preferably in a HR BPO or shared services
List of Typical Experience For a HR Contact Center Resume
1
Experience For HR Contact Center Representative Resume
- Contribute to continuous improvement activities in the PPS Center through identification of recurring employee/line manager/HRBP issues to simplify and enhance policies, processes and technologies
- Contribute to continuous improvement activities in the PPS Center through identification of recurring employee/line manager/HR Business Partner issues to simplify and enhance policies, processes and technologies
- Provided high levels of customer service to employees by researching and responding to employee questions and requests for information in a timely, professional, and consistent manner
- Ensure positive customer interaction by collaborating closely with others and providing expert knowledge to ensure the customer is satisfied
- Resolve escalated high-level employee inquiries and complaints
2
Experience For HR Contact Center Team Leader Resume
- Escalate employee inquiries to internal business partners and/or external vendors when specific
- Provides resolution through accurate and timely information to current and previous employees who correspond with the HR Service Center with a wide-array of matters (benefits, payroll, policy interpretation, employee relations, etc.)
- Offers professional and confidential customer service at the highest level to contribute to employee engagement
- Assists employees with the use of our self-service portal and knowledge base to fulfill future needs independently when practical to do so
- Initiates case records and closes on the first contact when possible or assigns to SME’s or COE’s
3
Experience For Manager of HR Contact Center Resume
- Works with outside vendors to serve employees and to meet business needs (NDI, ADP, The Work Number, etc.)
- Human Resources Staff
- Benefit System card
List of Typical Skills For a HR Contact Center Resume
1
Skills For HR Contact Center Representative Resume
- Support and demonstrate the customer service expectations and achieve relevant performance metrics
- Demonstrate ownership and positive influence over self and team engagement
- Demonstrate patience and ability to remain calm under stressful situations
- De-escalate situations through the use of effective communication techniques and involve supervisor as necessary
- Progressive work experience in a Customer Service environment (preferable)
- Computer literate; experience of Case Management tools and HR IT systems is an additional asset
- Provide excellent customer service to all customers of HRS
- Ideally experienced with Benefits/Human Resources/Payroll
2
Skills For HR Contact Center Team Leader Resume
- Able to answer queries on own initiative by effective use and interpretation of relevant data /available information
- Understanding of HR processes is an additional asset
- Adequate understanding, interpreting and managing incoming enquiries to the Philips People Services
- Handle inquiries from first contact, registration, escalating and resolving queries in a professional and efficient manner through all available channels
- Work according to defined standards, including but not limited to CMS, FAQ management, and Contact Center WOW
- Actively identify improvements according to LEAN ways of working and participate in LEAN process improvement activities
3
Skills For Manager of HR Contact Center Resume
- Able to work in a changing environment to meet demanding deadlines and timescales
- Receive inbound calls from customers and answer questions, as well as question participants to obtain full understanding of what information is being requested
- Document all calls with regards to caller’s inquiries accurately using Call Tracking System
- Provide support during the implementation of new initiatives, programs, policies, and services by acting as an employee’s first line of contact
- Maintain understanding and knowledge of organization HR policies related to functional area
- Understand and interpret incoming enquiries from the internal customers
4
Skills For HR Contact Center Specialist Resume
- Support customers on HR Portal and other relevant on-line tools for completing transactions
- Complete all Global training requirements
- Participate in training of new Contact Center Advisors
- Maintain positive attitude during workplace transitions
- Capable of consistently delivering high quality customer service in a professional and efficient manner
- The HR Specialists perform 2nd level support and handle more difficult, time consuming or special queries
- Basic knowledge in application of HR Business Processes and Outsourcing Delivery
- Maintain and monitor case management tickets according to SLA's
- Ensure that incoming enquiries to the Service Centers are answered in a professional and efficient manner (e.g. via e-mail, telephone, or chat)
5
Skills For Team Lead With English for HR Contact Center Resume
- Serve as first point of contact for all employees to answer Payroll, Benefit, Technology (systems), P&D and HR policy/procedure questions
- Acts as first point of contact for people manager issues and escalate to Advice Channel when required
- Serve as process expert/coach for the team’s deliverables
- Drive methods adoption and act as an expert in how to cost effectively deliver the Client Service Team’s/Service Delivery Team’s process and/or project requirements and deliverables
- Analyses customer requests and determines where queries require specialist support or escalation to appropriate parties
- Monitors own performance against service standards, established SLAs and KPIs, to ensure that a professional, efficient and quality service is consistently provided to customers
6
Skills For AEE Dalian CRM HR Contact Center Senior Analyst Resume
- Experience in HR with an understanding of HR practices and polices
- Demonstrated functional understanding and knowledge of HR processes and workflows
- Experience in Call Centre environment and Queue Management
- Experience with ServiceNow system configurations, support and maintenance
- Highly analytical, organized and detail-oriented with the ability to work independently and as a team member
7
Skills For HR Contact Center Technology Admin Resume
- Sound Knowledge of end to end HR processes of advantage
- Avanos Employees and Managers at all US locations
- Serve as subject matter expert for employee and manager inquiries for assigned functional area
- Supports a high volume of inbound customer inquiries and requests and demonstrates a commitment to delivering exceptional customer service and problem resolution
- Apply documented procedures, policies, and practices to accurately research and respond to calls/cases received
- Utilize sound judgement to make appropriate determinations on resolutions needed
- Utilize tools and resources to perform responsibilities accurately and efficiently
- Escalate requests/issues outside of process or scope for role to HR Specialist and/or Supervisor
- Maintain appropriate documentation in case notes on discussions completed
8
Skills For HR Contact Center Rep-westlake, TX Resume
- Maintain current knowledge of federal, state, and local employment law related to functional area
- Document transaction and case status to properly indicate stage of completion
- Produce and maintain functional records and reports
- Meet professional obligations through efficient work habits such as honoring work schedules, meeting deadlines, and coordinating resources in an effective and timely manner
- Maintain employee privacy where appropriate and follow defined standard and protocols for security and confidentiality
- Subject matter expertise in terms of HR policies & procedures
- Fluent knowledge of English language and Russian (both written and spoken)
- Fluent knowledge of English language and French (both written and spoken)
- Provide transaction and administrative services related to in scope process
9
Skills For HR Contact Center Rep Resume
- Escalate cases where guidance or clarification of policies and procedures is required
- Adhere to Global Data Privacy rules
- Act as a mentor to colleagues within the Contact Center and HRS organization
- Actively participate in all team/department meetings and activities
- Knowledgeable of HR processes, systems and policies
10
Skills For HR Contact Center Specialist With Turkish Resume
- They handle individual queries through calls and e-mail from all their customers (client employees and managers)
- The HR Generalists perform 1st level support and receive the queries first through direct calls and e-mails
- Gather all required information as the first point of contact to ensure that customer enquiry can be resolved at earliest opportunity with minimal handoffs, capture an accurate record of a customer enquiry in the case management system,
- Adequate understanding, interpreting and managing incoming enquiries to the HR Contact Center
- Provide support to employees, line managers and HR Business Partners to enable them to effectively use the HR Portal and other relevant on-line tools for completing transactions
- Provide proper feedback to the customer if problem is referred
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