Pamela Williams
Dallas
Summary
Dynamic HR Professional with a proven track record at leveraging critical thinking and active listening to enhance onboarding processes and improve operational efficiency. Skilled in applicant tracking systems and FMLA administration, I excel in delivering exceptional service and driving impactful HR initiatives that elevate partner experiences.
Overview
12
12
years of professional experience
Work History
HR Analyst
Starbuck's Coffee
Seattle
08.2025 - 11.2025
- Coordinated employee onboarding to ensure a smooth transition for new hires.
- Answered a high volume of inbound calls in a fast-paced environment, while delivering quality service and creating a positive partner experience.
- Communicated policies and processes, and provided information in response to partner inquiries
- Applied critical thinking skills and active listening skills to effectively diagnose callers’ needs and to determine key details to document in the case management tool
- Utilized multiple systems to research, troubleshoot and provide issue resolution
- Processed employee data transactions, and performed a variety of operational tasks.
- Provided visibility to leadership in relation to business trends that have been identified
- Recognized and recommended operational improvements that enhance the quality and efficiency of the department
HR Assistant
Amazon
Seattle
09.2023 - 02.2025
- Collaborated with team members to streamline HR administrative tasks.
- Efficiently interacted with employees and managers via phone, chat, and ticket to answer questions and resolve problems during first contact.
- Evaluated documents that employees submitted for their accommodation, and leave of absence cases.
- Provided consultation and coaching regarding accommodations and leaves of absence to employees.
- Resolved inquiries by utilizing available resources, such as knowledge base articles, frequently asked questions, and following standard operating procedures. Escalate concerns when issues cannot be resolved through these channels.
- Provided consultation and coaching regarding accommodations and leaves of absence to employees.
- Utilized USC, People Portal, Kronos, Dali, ADP, Lenel, and various supporting systems to solve employee concerns and inquiries.
HR Service Contact Center Associate
The Home Depot Corporate
Atlanta
01.2019 - 08.2023
- Provided exceptional customer service through effective communication and problem-solving skills.
- Collaborated with other HR team members to escalate and resolve complex issues.
- Kept accurate records of all interactions with associates, and updated relevant systems accordingly.
- Demonstrated a thorough understanding of HR policies, procedures, and benefits to accurately assist associates.
- Supported and participated in HR initiatives and projects, as assigned by management.
- Served as a Subject Matter Expert for talent acquisition training.
- Continuously sought opportunities to improve and streamline HR processes and procedures.
Consumer Affairs Specialist
The Coca Cola Company
Alpharetta
03.2017 - 10.2017
- Managed consumer inquiries regarding product information and brand policies.
- Utilized comprehensive knowledge of Coca-Cola products and services to effectively educate customers through written and verbal communication.
- Demonstrated exceptional listening skills to identify customer needs and address sensitive concerns promptly, resulting in reduced downtime and increased customer satisfaction.
- Provided international support to customers, contributing to the promotion and growth of the Coca-Cola brand.
- Successfully navigated SAP and other assigned software databases, ensuring efficient operations and surpassing key performance metrics.
- Facilitated resolution of escalated consumer complaints through effective communication.
Customer Service Representative
AT&T Call Center
Atlanta
10.2014 - 02.2017
- Assisted customers with inquiries regarding billing and service plans.
- Resolved technical issues for customers using troubleshooting protocols.
- Provided product information to enhance customer understanding and satisfaction.
- Collaborated with teams to improve service quality and efficiency standards.
- Documented customer interactions in the call center management system.
- Handled escalated calls to ensure customer concerns were addressed promptly.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Customer Care Associate
HD Supply
Marietta
06.2013 - 05.2014
- Assisted customers with product inquiries and order issues.
- Managed customer accounts and processed service requests efficiently.
- Collaborated with logistics to ensure timely product deliveries.
- Resolved customer complaints using effective communication skills.
- Utilized CRM software to track customer interactions and feedback.
- Processed orders, returns, exchanges, refunds and payments accurately.
- Educated customers about the features and benefits of products.
- Utilized problem solving skills to efficiently resolve conflicts.
Skills
- File management and sharing
- Critical thinking
- Team collaboration
- Active listening
- FMLA administration
- Applicant tracking systems
- Payroll administration
- Onboarding processes
- Background checks
- Data verification
- Recruitment
- Talent acquisition
- Security software
Timeline
HR Analyst
Starbuck's Coffee
08.2025 - 11.2025
HR Assistant
Amazon
09.2023 - 02.2025
HR Service Contact Center Associate
The Home Depot Corporate
01.2019 - 08.2023
Consumer Affairs Specialist
The Coca Cola Company
03.2017 - 10.2017
Customer Service Representative
AT&T Call Center
10.2014 - 02.2017
Customer Care Associate
HD Supply
06.2013 - 05.2014