Brittany Pickens Email & Phone Number

Chicago, Illinois

•Proactively diagnose customer requests/inquiries; customize and present proposed solutions, for staff & student employees•Providing HR partners & People managers w/ best practices, guidance, trainings, & tools via UChicago HR policy site/system• Find innovative solutions to more complex, usually one-time specified issues, as well as more frequent concerns with appropriate escalation to higher level staff, lead• Efficiently resolve customer's primary issue, also anticipating/addressing common downstream issues, providing future solutions• Determining if customer requests/inquiries require escalation to tier two (Shared Services Office team) or three (functional Centers of Expertise) as defined in operational procedures and knowledge base (Workday database, directing to Quick Reference Guides, to assist employee usage)• Update and maintain Shared Service Office (SSO) knowledge base for functions in scope• Open, close, and manage requests through use of Service Now portal• Utilize call center telephony technology to manage and monitor volume of incoming calls• Check distribution (both Payroll & AP Vendor based checks), constant effective communication to confirm distribution types, & details (Paper check, Direct deposit)• Managing call volume (30+ calls a day depending on season)• Queue Management in Service Now ticket system (distributing to self & other HR teammates per Mgr. Request)• Reported issues to higher management with great detail, resulting in editing/updating/clarifying policies• Trained personnel, working to establish key internal functions and outline scope of position• Interacted with campus staff, faculty, students employees to gain better understanding of needs correlating to what services are provided within Shared Services• Maintained and scheduled complex calendars (for Candidate assessments)• Led HR focused meetings surrounding current policies, information and best practices to move forward

Chicago, Illinois

Assisting in loan processing thoroughly explaining loan process - beginning to end Troubleshooting how to submit documents for clients• Performed troubleshooting, system errors/customer portal issues with clients & submitting support tickets to aide when needed• Providing alternative options for any customer with difficulties completing application• Constantly implementing new products & requirements whenever updates are made company wide• Utilizing sales methods to promote services, explaining benefits of each product being provided & Initiating constant follow up with all pending applications to aid completion• Building & maintaining relationships with each assigned customer• Assessing & reviewing client's financial documents & financial history to promote completion & potential approval of loan application• Managing high daily call volume (both Inbound/Outbound/Auto-dialed)

Chicago, Illinois

Customer service, Processing loan applications.

Chicago, Illinois

Chicago, 60603

Chicago, 60612

Chicago, Il 60608

Bachelor'S Degree, Psychology

Activities and Societies: National Association of Colored Women's Clubs: Sisters With A Purpose. (NACWC-SWAP)

Diploma, World Language

Activities and Societies: Advanced Mixed Chorus