I began my career in an emergency hire role supporting front desk operations, including answering phones, sorting mail, and processing incoming forms. After three months, I applied for and was selected as an HR Service Center Representative. Since then, I have continued to grow within the organization and was promoted to Senior HR Service Center Representative in February 2026. In this role, I contribute to strategic initiatives, mentor and support new team members, and analyze service center data to identify trends and develop solutions that enhance efficiency and improve the overall customer experience.

As an HR Service Center Representative, there are many moving parts. We serve as the front line for a wide range of customer questions across various topics, so the knowledge base is broad. While you don’t need to know every answer, you must know where to find it. You’ll learn something new every day. Attention to detail, organization, and strong multitasking skills are essential in this role.

I enjoy reviewing monthly ticketing system data to uncover trends, allowing us to anticipate high-volume periods and create resources that address frequently asked questions. I also take pride in mentoring new Service Center employees, guiding them to perform at their best while providing outstanding customer service. Additionally, I take on leadership responsibilities by supporting team operations, coaching staff, and driving initiatives that improve efficiency and overall service quality.

As an HR Service Center Representative, there are many moving parts. We serve as the front line for a wide range of customer questions across various topics, so the knowledge base is broad. While you don’t need to know every answer, you must know where to find it. Another piece of advice is to be the DUCK. Let things roll off your back, don't take things personal. The person is frustrated at the situation and not you. You’ll learn something new every day. Attention to detail, organization, and strong multitasking skills are essential in this role.

I am particularly proud of the opportunity to present data and insights to senior leadership and see meaningful improvements implemented as a result of the trends and analysis I identified. It is also highly rewarding to mentor new employees and watch them grow in confidence and skill, knowing that my guidance contributed to their success. Throughout my career, I have been honored to receive two Service Excellence Awards, and this year I was nominated for the President’s Award for Excellence in recognition of my contributions.