NELSON MAY
Smyrna
Summary
Dedicated professional seeking to leverage extensive customer service, time, and project management skills to deliver high-quality project outcomes and elevate client satisfaction
Overview
32
32
years of professional experience
Work History
LOA Case Specialist
Home Depot Management Company, LLC
Atlanta, GA
11.2016 - Current
- Administer Leave of Absence (LOA) for our internal Associates (US mainland, Hawaii, Guam, US Virgin Island) while following our SOPs, Federal, and State exceptions
- Serve as the single point of contact for all managed LOA cases (including Workers’ Compensation) from placement through return to work
- Process in Workday the placement, correction, extension, Failure to Return (FTR), return to work for all managed LOA including rescinding a leave
- Prepare Associates’ notice of rights and responsibilities (ERR) under the FMLA compliance, internal SOPs, and State laws
- Issue FMLA Designation Notice (FDN) informing the Associate of leave entitlement via Salesforce letters database (Formstack)
- Support cross-functional referrals to internal departments (IC Reporting Team, HRSC Tier 1 Call Center, Tier 2 Office Support, Tier 3 Resolution Expeditors, Payroll Accounting, Verification Team, Medical Health and Productivity, Workday IT Support, COVID Operations Center, etc.) and external partnerships (Benefits Choice Center, The Hartford, Care Solutions for Life and more)
- Manage daily exception reports for Maternity leaves (Pending, Denied, Approved and Weekly financial batches) and Parental return-to-work to prevents Home Depot overpayment claims
- Auto-in (call center) for toll-free myTHDHR as needed for inbound call receipt related to LOA matters, SOP interpretation, and peer-to-peer support
- Identify “In Progress” Workday Salaried Associates return questionnaire opportunities which save the Associates and Home Depot thousands of dollars in overpayment claims
- Act as a liaison for The Hartford in verification of Associate’s eligibility for paid Maternity leaves
- Provide verified vendor historical LOA data not limited to effective date, last date worked and return to work punch as an adjunct to Benefits Choice Center (e.g., Bswift)
- Collect and summarize timelines of LOA data and documents to our internal EEO Compliance and Corporate Legal Management partners
HRSC Contact Center Associate
Home Depot Store Support, Inc
Atlanta, GA
02.2010 - 11.2016
- Process and sort e-mail/fax/phone transactions involving new hires both salaried and hourly Associates, promotions, demotions, store, and non-store (RDC, HDC, YOW, Home Services) transfers, Company to Company transfers, performance reviews, Leave of Absence (LOA), Time and Attendance (Kronos), taxes, direct deposit and off cycle pay changes
- Handle inbound call receipt as the first point of interface from active/former Associates and candidates/applicants and third-party entities calling about personal, job data, employment verification, and careers website
- Generate referrals to Corporate IT Help Desk, The Homer Fund, Retail Staffing and/or Associate Advice and Counsel Group (AACG)
- Fluent in HR related systems including Tesseract (TZ), Manager Self Service (MSS), Contact Center Database, Employee Self Service (ESS), Kronos, Applicant Tool Help Desk, Share Point sites, AIMS, Queweb, myTHDHRcom
- Working knowledge of the LOA database and payroll time batches
- Served on special projects for Disaster Recovery Relief, NJ/Puerto Rico Third Party Sick Pay processing
Complex Order Specialist
AT&T Local CRM
Atlanta, GA
01.1999 - 01.2005
- Post-sales support for the implementation of AT&T Local Services (DS0 to DS3 and Private Line) involving Signature Clients
- Data gathered with customers and their equipment vendors on technical specs
- Project managed the implementation via coordinated events with our internal and external partners
- Facilitate via conference calls the testing and turn-up of all connectivity of Local Services subscriptions
- Reviewed various Customer Service Records from our competitors to inventory customers’ telephone numbers and feature sets
- Conducted bill reviews to ensure what was sold was properly invoiced
Customer Project Manager
AT&T Middle Markets
Atlanta, GA
01.1997 - 01.1999
- Tracked and status customers/vendors/supplier on project time lines, escalation, and provisioning intervals
- Maintained documentation to support critical implementation dates through a complete an accurate bill review
- Educated customers concerning technical requirements associated toll-free, T15, International, Local Services and Domestic requirements
- Resolved contractual billing concerns
Account Manager
AT&T Middle Markets
Atlanta, GA
01.1995 - 01.1997
- Marketed and sold telecommunications products to enhance commercial accounts transport portfolio
- Customized and layered various offerings to bring a bundled value-added product which reduced telecommunication expenses and increased productivity
- Prepared proposals, customer literature and provided web-based URLs concerning a catalog of products
- Arranged face-to face, audible and videoconference forums to discuss the needs of the business
- Monitored customer satisfaction in a post-sale environment throughout the contractual lifecycle commitment
- Proactively alert customers of potential concerns involving new rates, products, regulatory and feature set changes
- Presented ad hoc inventory profiles detailing the customer of records’ products/features/account information/escalation contacts/numbers and account team members
Education
Bachelor of Business Administration (BBA) - Management
Mercer University
Atlanta, GA01-1995
Skills
- Client Relations
- Team Collaboration
- Project Management
- Time Management
- Stakeholder Communication
- Problem Resolution
- Performance Metrics
SUMMARY
Results-driven customer service professional with more than 20 years of experience utilizing analytical thinking to resolve complex technical issues and consistently exceed performance metrics
Timeline
LOA Case Specialist
Home Depot Management Company, LLC
11.2016 - Current
HRSC Contact Center Associate
Home Depot Store Support, Inc
02.2010 - 11.2016
Complex Order Specialist
AT&T Local CRM
01.1999 - 01.2005
Customer Project Manager
AT&T Middle Markets
01.1997 - 01.1999
Account Manager
AT&T Middle Markets
01.1995 - 01.1997
Bachelor of Business Administration (BBA) - Management
Mercer University