Angel Adams
Conyers
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Conduent
11.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
HR Manager
Quick Hands Logistics
12.2021 - 11.2024
- Oversaw legal compliance with federal, state and local laws and regulations in addition to compliance with company policies and procedures.
- Oversaw 3 recruiting branches to include researching and participating in a variety of recruitment activities including forming relationships with local community organizations, schools, chambers and colleges, planning and directing on-site and off-site open houses, arranging and attending a variety of career fairs, strategically placing advertising for maximized results, and developing and implementing tracking systems to monitor effectiveness of various recruiting activities.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
- Recommended, initiated and finalized HR actions regarding faculty and staff position management, and compensation.
- Responsible for hiring proposals by creating and sending out offer letters.
- Coached, trained, and mentored recruitment team to achieve staffing objectives by ensuring best practices are being implemented and interview questions and procedures are in compliance with California law.
- Managed employee's PTO and LOA requests, ensuring qualifications are met and/or available.
- Managed employee disputes by employing conflict resolution techniques.
- Lead decision-making and implementation of HR policies, procedures, programs and functions.
- Created vision and goals for HR team and motivated staff to achieve excellence in customer support and core HR processes.
- Supervised and mentored 5 direct reports and develop talented HR teams.
- Monitored and handled employee claims involving performance-based and harassment incidents.
- Initiated and maintained workers compensation cases for tracking, reporting and legal mechanics.
- Managed employee relations, investigating and resolving conflicts to maintain a positive work environment.
- Implemented performance management systems, providing constructive feedback and coaching opportunities for employees.
- Conduct company-wide town hall meetings to convey updates.
- Guide leaders and employees on company policies, programs, and benefits
HR Manager
Climet Instruments
01.2014 - 12.2021
- Implemented over 100 performance reviews and motivational strategies to elevate HR team results.
- Monitored and handled employee claims involving performance-based and harassment incidents.
- Motivated employees through special events, incentive programs and constructive feedback.
- Oversaw legal compliance with federal, state and local laws and regulations in addition to compliance with company policies and procedures.
- Managed employee disputes by employing conflict resolution techniques.
- Developed focused training programs, leadership pipeline and succession plans.
- Guided leaders and employees on company policies, programs, and benefits.
- Supervised and mentored 4 direct reports and developed talented HR teams.
- Directed job fairs to bring in local talent for long term and seasonal positions.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
HR Manager
Patrol Masters
11.2009 - 01.2014
- Oversaw legal compliance with federal, state and local laws and regulations in addition to compliance with company policies and procedures.
- Implemented standardized programs and policies, driving smooth operations, employee retention and engagement.
- Recommended, initiated and finalized HR actions regarding faculty and staff position management, compensation, and employment postings, hiring proposals and new hire onboarding.
- Guided leaders and employees on company policies, programs, and benefits.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
Education
Bachelor of Arts - Business Administration And Management
University of Maryland - College Park
College Park, MD05.1995
Skills
- Personnel recruitment
- Recruitment strategies
- Performance management
- Labor relations
- Company policies
- HR Policies
- New Employee Orientation
- Onboarding, Training and Development
- Exit Interviews and Processes
- HR Legal Compliance
- Benefits Programs
- Microsoft Office Proficiency
- Policy Making and Enforcement
- Unemployment Claims
- Company Leadership
- Managing Employee Relations
- Mentoring
- HRIS Software
- Personnel Information Systems
- Performance Review Management
- Compensation and Benefits
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Computer proficiency
- Conflict resolution
- Complaint handling
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft outlook
- Follow-up skills
- Documentation
- Administrative support
- Microsoft Office Suite
- De-escalation techniques
Timeline
Customer Service Representative
Conduent
11.2024 - Current
HR Manager
Quick Hands Logistics
12.2021 - 11.2024
HR Manager
Climet Instruments
01.2014 - 12.2021
HR Manager
Patrol Masters
11.2009 - 01.2014
Bachelor of Arts - Business Administration And Management
University of Maryland - College Park