Melwahliyah Allen

About Melwahliyah Allen

As the Colleague Support Center Lead at Macy\'s, my role encompasses managing critical…

Experience

1. HR Contact Center Specialist

   Macy's

   Nov 2022 — Present

   Has excellent customer service skills when speaking to colleagues, effective in demonstrating confidence to the colleague and provide accurate SLAs and expectations, as measured through the department\'s quality standards-Analyzes and utilizes all HR records, systems, and case management system to facilitate a comprehensive review of all disputed transactions-Interacts with the internal departments to identify trends/issues and offers recommendations for improvements to policy and procedures, as applicable-Relies on instructions and pre-established guidelines and procedures to perform the functions of the job while referring exception cases to Supervisor/Manager-Meets all required measurements including but not limited to Service Level Agreements, Call/Non-Call Time Management, Quality and Quantity call center measurements-Effectively communicates procedures and policies both verbally and in writing; documents accurate case categories and completes case notes within the case management tool to ensure ease of reporting and research as needed-Handles self-service cases and chats as assigned based on completed training, achieved skills/knowledge and schedule availability-Performs special duties assigned, such as training and special projects-Has regular, dependable attendance and punctuality.

Skills

• Guest Service Management
• Food Safety
• E-Learning
• Servsafe
• People Management
• Powerpoint
• Microsoft Word
• Teamwork
• Management
• Microsoft Excel
• Customer Service
• Crew Scheduling
• Learning Management Systems
• Hiring Crew
• Microsoft Office
• Letter Writing