Anessa Roberts

I am Hard-Working, Team Player who love to see individuals around me succeed.

Human Resources Associate at CBRE (2018-08 – Present)

Provide expert guidance on the interpretation of HR policies and procedures. Fostered strong client relationships and contributed to successful outcomes and business growth. Subject matter expert on various HR-related topics, ensuring compliance with federal, state, and local laws. Consistently deliver exceptional service. Evaluate and resolve employee inquiries promptly. Create, implement, and evaluate company policies and procedures. Assist with human resources-related projects as needed.

• Increased customer satisfaction and improved productivity by consistently exceeding monthly KPI for reducing the average call handling time by 3 minutes while delivering exceptional customer service and efficiently processing employee inquiries.
• Recognized as a top performer for receiving 600+ monthly calls with a 0% rejection and abandonment rate.
• Consistently exceeded service level agreement (SLA) requirements, resolving 10,000 employee cases annually.

Client Service Advisor at LOUIS VUITTON (2017-04 – 2019-01)

Effectively managed a high volume of incoming calls to resolve various client issues. Created and maintained case files. Consistently delivered exceptional service by actively listening to the needs of clients and providing customized solutions. Utilized critical thinking skills to resolve complex issues and escalate them to the appropriate department as necessary. Participated in call calibration sessions with the Resolutions Manager to discuss audits and trends impacting the client experience.

• Demonstrated exceptional sales performance by consistently meeting and exceeding monthly sales goals.
• Increased client retention by 30% by consistently providing a superior level of customer service and building trust with each client.

Contact Representative at U.S. DEPARTMENT OF TREASURY (2016-11 – 2017-04)

Managed high call volume while providing efficient and effective customer service. Strategically resolved taxpayer disputes and delinquency issues using a thoughtful and informed approach. Maintained strict adherence to tax code regulations while offering guidance and support to taxpayers. Provided technical assistance to individuals and businesses.

• Maintained a 95% customer satisfaction rate by consistently providing superior customer service and following the company's quality assurance process from call initiation to call resolution.
• Fulfilled and exceeded weekly goals and regularly completed assigned tasks ahead of deadlines.

Child Support Technician II at OFFICE OF THE ATTORNEY GENERAL (2015-07 – 2016-11)

Evaluated and responded to inquiries concerning child support cases and provided case status and payment information. Prepared cases for court by filing pleadings, adding cases to the docket, monitoring service, and attending court as needed. Conducted comprehensive examination of child support cases to ensure complete and accurate information. Provided guidance on the interpretation of child support policies and procedures.

High School Diploma – Corsicana High School

Certificate in Criminal Justice Management – CEDAR VALLEY COMMUNITY COLLEGE

Certification in All Lines Claims Adjuster – TITANIUM ADJUSTING ACADEMY