Nakeia Hoover SHRM -SCP

Experience

• 

  Avaya

  Sept 1998 - Nov 2017

  • Administer human resource activities for more than 300 technicians and subordinates, including scheduling, managing vacation bids, sick time, and disability requests, payroll entry, audits and approval, and field tech overtime reporting, sick time, FMLA, and disability time off. • Monitor dispatcher timeliness issues, then administer or recommend appropriate disciplinary measure level, such as coaching, counseling, warning, final warning, or termination. Employee performance and metrics/ranking. Hiring and staffing classification, job announcements.• Supervised four dispatchers responsible for trouble ticket resolution, replacement part, new installation scheduling to ensure superior customer relations and meeting SLAs. • Provided technical support to both support personnel and customers, including designing goals for dispatcher, reviewing monthly metrics, monitoring phone calls for quality, and offering one on one support for output improvement with each dispatcher. • Coached and trained employees based on process improvement analysis.• Managed and analyzed schedule for more than 70 technicians to ensure adequate coverage and personnel optimization. • Manage weekly on-call technician team rotation for the entire USA each year for 300+ technicians, adjusting due to various scheduling & time off changes throughout the year.• Serve as training manager to ensure all employees meets the required 40 hours of training per year, including coordinating the training schedule and managing subject matter on such topics as new processes and procedures and process improvement. • Created and maintained centralized online backlogged or past due trouble tickets report, then communicated system usage to field leadership team. Show less • Served as collections representative to Fortune 500 customers, as well as other financial activities, such as invoicing, billing, and interpreting and processing invoices.• Met client required SLAs regarding billing and collections• Earned license and bonding to negotiate a contract for a customer that no longer had an account executive due to reorganization; customer paid all accounts that were 180 days past due. • Saved company thousands of dollars due to invoice quality verification for collection agencies. • Liaison between Avaya and 3rd Party collectors. 3rd Party collections invoice management. Show less

  • Technical Manager/Inside Service Manager

    Nov 2010 - Nov 2017

  • Workforce Manager

    May 2005 - Nov 2010

  • Accounts Receivable Representative

    Apr 2000 - May 2005

  • Service Dispatcher

    Sept 1998 - Apr 2000
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  Total Care Behavior Health

  Apr 2012 - Mar 2021

  Behavioral Health Case Manager

  • Provide outpatient curriculum-centered teaching/coaching to individuals on a broad range of critical life skills and strategies to help them live an emotionally healthy lifestyle, including creating budgets, developing social skills, improving self-care, and coaching on academic and career issues. Educate and teach coping skills which help client to be able to maneuver within society.• Develop curriculum that focuses on coping skills, reality, and person-centered approaches to assist with learning to cope with their individual mental health diagnosis.• Links refer and advocate information about food, shelter, utilities, and other resources to at-risk individuals and families. Show less

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  The City of Oklahoma City

  Mar 2021 - Oct 2022

  Call Center Planner Scheduler
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  City of Oklahoma City

  Oct 2022 - now

  Business Analyst