Shauna Greene
Charlotte,NC
Summary
Results-driven professional with over 9 years of experience in high-volume call center operations and human resources coordination. Proven track record of delivering exceptional customer service while supporting HR functions such as onboarding, employee relations, and policy compliance. Adept at managing escalated calls, maintaining performance metrics (AHT, CSAT), and utilizing CRM and HRIS systems (e.g., Zendesk, Workday). Recognized for strong communication skills, cross-functional collaboration, and ability to thrive in fast-paced environments. Committed to enhancing the employee and customer experience through efficiency, empathy, and attention to detail.
Overview
9
9
years of professional experience
Work History
Human Resources Coordinator
HMSHost
01.2025 - Current
- Assisted in onboarding new employees, ensuring smooth integration into company culture.
- Supported recruitment efforts by screening resumes and scheduling interviews with candidates.
- Maintained employee records in HRIS system, ensuring accuracy and compliance with regulations.
- Coordinated training sessions for staff, enhancing professional development opportunities.
- Maintained human resources information system and kept employee files up to date and accurate.
- Supported HR functions with emphasis on record keeping, data entry, and general HR tasks.
- Devised hiring and recruitment policies for a1800 - employee company.
Associate Relations Intake Specialist
Walmart Home Office (Remote)
09.2019 - 06.2025
- Managed intake processes to ensure timely and accurate data collection for customer service initiatives.
- Developed and maintained strong client relationships through regular communication and personalized service.
- Handled high-volume associate cases, ensuring timely and confidential resolutions.
- Acted as liaison between associates and leadership to maintain a positive workplace.
- Managed ServiceNow tickets to support HR compliance and policy administration.
- Analyzed trends to refine HR policies and improve employee satisfaction.
Specialist IV
Walmart Home Office
12.2019 - 09.2021
- Managed complex HR cases with focus on payroll, benefits, and leave processes.
- Handle complex and escalated customer service cases in a professional and timely manner via phone, email, and chat.
- Serve as a subject matter expert (SME) in call center systems and workflows.
- Monitor and assess customer service metrics to recommend process improvements.
- Collaborate with cross-functional teams including operations, quality assurance, and workforce management to resolve customer concerns.
- Maintain detailed case documentation in Service Now System
- Ensure compliance with Walmart’s policies, procedures, and quality standards.
- Train and mentor new or junior associates within the call center.
- Utilize data analytics to identify trends and proactively improve the customer experience.
Benefit Verification Specialist
The Lash Group
01.2018 - 06.2019
- Verified patient insurance eligibility through comprehensive analysis of coverage details and policy requirements.
- Collaborated with healthcare providers to ensure accurate benefit information for patient treatment plans.
- Utilized electronic health record systems to document verification processes and streamline workflow efficiency.
- Trained junior staff on best practices for benefit verification and documentation procedures, enhancing team performance.
- Conducted thorough audits of benefit verification processes, identifying areas for improvement and implementing corrective actions.
- Established strong relationships with insurance representatives to expedite resolution of complex benefit inquiries.
- Analyzed trends in benefit denials to provide actionable insights for process optimization and staff training efforts.
- Ensured compliance with HIPAA regulations during all aspects of the benefit verification process, protecting patient privacy.
Retention Specialist
Sprint Call Center
12.2016 - 01.2018
- Developed retention strategies to enhance customer loyalty and reduce churn rates.
- Analyzed customer feedback to identify trends and improve service offerings.
- Documented customer interactions using CRM tools and tracked resolution trends.
- Consistently met or exceeded retention and quality assurance goals.
- Manage and resolve complex customer inquiries and escalations in a high-volume inbound/outbound call center.
- Support call center operations with reporting, quality monitoring, and adherence to KPIs.
- Managed approximately 150 incoming calls, emails and chats per day from customers
Education
High School Diploma -
Linden High School
Linden, NJNo Degree -
Central Piedmont Community College
Charlotte, NCSkills
- Employee relations
- Microsoft office and DocuSign
- Benefits administration
- Onboarding coordination
- Customer relations
- Staff recruiting and retention
- HRIS proficiency
- Employee engagement
- Software navigation
- Technical support
- Call handling
- Customer service
- Problem-solving skills
- Customer communications
- Data entry
- HIPAA compliance
- Policy interpretation
Timeline
Human Resources Coordinator
HMSHost
01.2025 - Current
Specialist IV
Walmart Home Office
12.2019 - 09.2021
Associate Relations Intake Specialist
Walmart Home Office (Remote)
09.2019 - 06.2025
Benefit Verification Specialist
The Lash Group
01.2018 - 06.2019
Retention Specialist
Sprint Call Center
12.2016 - 01.2018
High School Diploma -
Linden High School
No Degree -
Central Piedmont Community College
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