Michelle Reid Howard

MICHELLE A. REID --Customer Support/ Human Resources Rep. Cell Phone: - Home: - OBJECTIVE I seek challenging opportunities where I can fully use my skills and creativity for the success of the organization. My goal is to challenge my creative and leadership potential to the fullest, looking not only for my personal and professional growth but also to prove that I am an asset for any company. Desired Next Positions: HR Sourcing, HR Recruiting or anything within the line of Human Resources. EXPERIENCE Human Services Division- Customer Support Service Center – Switchboard Operator-Customer Support Rep I - Dec- Job Description: • Responsible for: Receiving all call’s that comes into Caterpillar and direct them to the correct extension or department. • Kept a tight maintenance on the facility and address tracker and a special phone list for all VP’s. • Provide information and Location of dealers to potential customers and transfer the call if necessary. Human Resources Support Rep II-III – Mar. 15, 2013 –Current. Job Description: • I Provide customer Service for Latin America and US (Providing accurate, responsive, and timely results to customers). • HR Escalation (Global Internal Employees and External) • Provide support for all payroll issues (Compensation, Employee Investment Plan, Life and Medical, Incorrect deduction, over payment, under payment, did not get pay. • Enter and audit data in software systems such as PeopleSoft. • Handle personal and confidential information on a regular basis • Develop and update process documentation to appropriately reflect the steps needed to perform each of the team’s processes and make sure those comply with CPS Guiding Principles. • Organize and administer workflow in order to comply with our customer's requests in the turnaround time established. • Coordinate of non-phone duties, such as the handling of team inboxes, mass update requests, and special business unit requests. • Handle Verifications of Employment for US and Latin America. • Manages Taleo Recruitment and Performance. Complete Work History since Dec 2011 to Dec 2020 . Customer Support Rep – SG 17 Corp SG Caterpillar-Human Services Division – HR Contact-Customer Support III/ Admin (email analyst), Dec 9, 2019 – Dec 31, 2020 12 month . Customer Support Rep – SG 16 Corp SG Caterpillar-Human Services Division – HR Contact-Customer Support III/ Admin (email analyst), Aug 20, 2018 – Mar- Months . Customer Support Rep – SG 14 Corp SG Caterpillar-Human Services Division – HR Contact-Customer Support III/ Admin (email analyst), Apr 2, 2018 – Aug 19, 2018, - 4 Months . Customer Support Rep – SG 14 Corp SG Caterpillar-Human Services Division – HR Contact-Customer Support III, Oct 2, 2017 – Apr 1, 2018.- 5 Months . Customer Support Rep – SG 14 Corp SG Caterpillar-Human Services Division – HR Contact-Customer Support II, Apr 4 2016 – Oct 1, 2017. - 1 year 5 Months . Customer Support Rep – SG 14 Corp SG Caterpillar-Human Services Division – HR Contact-Customer Support I, Mar 11, 2013 – Apr 3, 2016. - 3 years. . Customer Support Rep – SG 12 Corp SG Caterpillar-Human Services Division – HR Contact-Customer Support, Oct 15, 2012 – Mar 10, 2013. – 4 Months . SG: 10 – Corp SG: Caterpillar – Human Services Division-HR Switchboard Agent. Dec 27, 2011 – Oct 14, 2012 9 Months Non-Job-related Responsibilities: • Organize, Develop and Coordinate group activities such as the TBA’S. • Examine our process to insure of accuracy and provide updates if needed and translate them to Spanish or English. • Training new hires as needed. • In charge of the Caterpillar Apparel (that will be taken orders for the Caterpillar shirts and polo sweaters, send the discount order to payroll and the order to print every end of the month). • Decorate and update the MVP Wall of Fame board every quarter, (2016). Accomplishments: • Revamp the Monthly MVP. • Engage in the 2015 EOS for the facility and my group as the lead. • Participate in the 2015 indoor string workshop as a facilitator. • Participate in the 2015 indoor string workshop as a facilitator and drew up/created the certificates for both employee’s that participated and the facilitators. • I develop and created a Newsletter that is addressed to the company stakeholders and supervisors/ managers of Caterpillar, with the intention of keeping our customers aware and communicated of everything that happens within the Service Center. • Certified as a String Rope Workshop Facilitator. • Certified as a 6-sigma yellow belt • First 6 Sigma Project AHRSC-A Phone Branching Team Meeting. • I have participated in several projects in order to improve processes and performance within the company. . In 2017 I came up with the Idea of decorating the facility and making it look more professional implementing name plates for each team, so that it’s more visible to visitors and stakeholders when visiting the facility, this project required a budget that I manage to keep under what was appointed to me. ATTRIBUTES & SKILLS • People Skills: Helping people is very gratifying to me when I achieve positive results and Customer Satisfaction. • Developer: I have the ability to develop and cultivate the potential required in others. As I took on the role of team trainer for the new agents in my team and being the eldest, I realized that I enjoy investing the necessary time, knowledge, skills, and expertise in people to get them to where they need to be. • Creative Personality: I am creative because I love anything in the form of arts, may that be music or just decorating, my creative part allows me to see things in a different light and think out of the box. I was appointed the events planner and site decorator for my team. for this reason, in 2017 I lead the project for the site name plates that help identify each team by name in their respective aisle. . Leadership Skill: I have led a team of twenty-five people to complete an interdisciplinary project as a team action plan, which I accomplished under budget and on time. The team was recognized in 2017 as our performance improved along with our internal Teamwork and communication. . Customer Service: I have received various recognition awards by maintaining a 100% QA and 100% in the customer satisfaction range, when the company standard was at 96 and 95% • Highly Responsible: I take personal ownership of what I say and will do. I am known for finishing my assignments just as I said I would, by nature I refuse to short cut my obligations and responsibilities, I am always eager to fulfill my commitments. •Technical expertise: Advance Computer Skills, Advance Microsoft office skills. REFERENCES • Jessica Rodriguez: Human Resources Manager PSLD -,- • Iraitza Cho:-- • Marcia Armas: Profesora de Español- EDUCATION Graduate from the Professional High School Isabel Herrera Obaldia, class of 1989. Title: Bachelor’s in commerce, specialized in Publicity and Accounting.