ASHLEY WATKINS
Rock Hill,SC
Summary
HR Data Analyst with over 13 years of extensive expertise in the retail sector, adept at leveraging analytical thinking and data visualization tools to optimize HR processes and enhance service standards. Proficient in MS Office and HR software, with a strong focus on maintaining data integrity and fostering collaboration to support strategic decision-making. Passionate about driving organizational growth through innovative solutions and continuous process improvements.
Resolution professional with solid foundation in conflict management and solution implementation. Proven ability to manage and resolve complex disputes, ensuring smooth operations and client satisfaction. Known for collaborative approach and adaptability in dynamic environments, leveraging keen problem-solving and communication skills.
Overview
15
15
years of professional experience
Work History
Contact Center Resolution Specialist
Wal-Mart Global Tech
12.2021 - Current
- Ensure eligibility verification for Walmart Critical Need fund with the benefits team, enhancing fund distribution.
- Process over 400 applications monthly with 98% quality rating.
- Achieved higher service standards by leveraging problem-solving techniques.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Managed high volumes of customer inquiries and escalations for efficient resolution, enhancing overall client experience.
- Collaborated effectively with cross-functional teams to provide comprehensive solutions for associates concerns.
Data Administration Specialist HR
Wal-Mart Global Tech
08.2018 - 11.2021
- Handled 100+ weekly ServiceNow tickets, improving HR data management efficiency.
- Strong analytical and problem-solving skills with the ability to identify data quality issues.
- Processed Walmart associate compensation changes, job changes, promotions, terminations, delegations, and Sedgwick leave corrections via Workday.
- Worked closely with other departments such as payroll, benefits, and integrations to ensure seamless data flow between different systems.
- Managed successful integration of third-party applications into the existing HRIS infrastructure, expanding system capabilities as needed.
Accounts Payable Analyst
Wal-Mart Global Tech
11.2015 - 08.2018
- Received vendor invoices, validated for accuracy and routed for approval to prepare for payment processing.
- Processed over 500+ SAP invoices monthly ensuring 98% timely payments for 30 stores.
- Utilized Excel for data tracking and reporting, contributing to a 28% reduction in overdue payments through proactive analysis.
- Facilitated cost savings by identifying duplicate payments and preventing overpayments through diligent invoice reviews.
- Worked closely with purchasing and receiving teams to address pricing issues, fostering teamwork and effective problem solving.
- Maintained high level of confidentiality and security in handling sensitive financial information.
- Enhanced vendor relationships through prompt communication and timely resolution of discrepancies.
Call Center Representative
American Electric Power(IQOR)
04.2010 - 11.2015
- Managed 80+ customer inquiries daily, maintaining 100% satisfaction and 95% productivity.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Education
High School Diploma -
ROCK HILL HIGH SCHOOL
Rock Hill, SC05-2007
Skills
- Analytical Problem Solving
- Effective Conflict Management
- Data Quality Assurance
- Quickly Adjusting to Change
- Time management
- MS Excel
- MS Office
- ServiceNow
- Workday
- HR Software
- Data entry
- QuickBooks
- SAP
- Tableau
- Data mining
Timeline
Contact Center Resolution Specialist
Wal-Mart Global Tech
12.2021 - Current
Data Administration Specialist HR
Wal-Mart Global Tech
08.2018 - 11.2021
Accounts Payable Analyst
Wal-Mart Global Tech
11.2015 - 08.2018
Call Center Representative
American Electric Power(IQOR)
04.2010 - 11.2015
High School Diploma -
ROCK HILL HIGH SCHOOL
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