Human Resources Customer Service Management Manager
|Brenda L. Bermudez, M.B.A.
**** ********* ***. ********* ** 44109
Seasoned and dedicated Human Resources Professional with extensive experience over sixteen years of working in human resources and management settings, and acquired education in Business Management. Self-motivated, detail-oriented, dependable hard worker that leads with positive example. Proven strengths and training in:
● Supervisory Experience ● Administrative skills ● Customer Service
● MS Office suite ● Bilingual English/Spanish ● Research/Analytical Skills
● Troubleshooting/team player ● Confidentiality ● Negotiation/conciliation skills
● Organizational skills ● Communication ● HR policies/practices
Treasury Department of Puerto Rico, San Juan Puerto Rico 1996 – 2011
Labor Relations Specialist – Office of Labor Relations 2009 – 2011
Present management's position in contract negotiations, grievance, arbitrations, and administrative hearings. Draft, handle, analysis and evaluate of disciplinary action cases. Draft contract proposals. Participate in meetings and mediations between labor and management to discuss and attempt to resolve issues of mutual concern. Compile information and statistics on the economic proposals of both labor and management. Active participation in collective bargaining, advice and training supervisors on labor matters; advising senior management on human resources and labor matters. To serve as resource for management training programs in labor relations. Maintain records, prepare reports and compose correspondence related to the work. Set drug, psychological, and background checks.
Achievements: Exceptional performance in the handling of people with difficult conduct, like mediator of conflicts. Establishment of controls to save money and to stops high costs. Two collective bargaining contracts of 3,300 employees negotiated into negotiator committee.
Human Resources Generalist – Division of Employee Relations 2001 – 2009
Orientate employees for medical plans and retirement orientation for employees. Draft letters, proposals and communications of highly confidential nature. Prepare and actualize computer database. Draft and maintain affirmative action plans. Develop and maintain relationships with employees; handle and mediate employee disputes, and develop programs to promote employee retention. Handle resignation and termination procedures, as well as potential legal matters related to employees filing law suits against the organization. Deal with wages, pensions and benefits complaints, in addition to other practices in the workplace. Maintain accommodations for workers who have disabilities or who engage in certain religious practices. Investigate a variety of Human Resources related issues (e.g. EEOC, Wage and Hour, Safety, Harassment, ADA, Discrimination, employee disputes, etc.)
Achievements: Have collaborated in developing and implementing company norms, procedures and public politics. Collaborate into creation and digitization of all records of retirement employees program.
Brenda L. Bermudez, MBA Page 2
Human Resources Generalist – Employee Assistance Program 1996 – 2001
Lead administrative management personnel. Substitute the Office Director in its duties in case of absence. Assist to the Office Director in the accomplishment of its duties. Oversee administrative and support personnel. Prepare report writing of weekly events. Draft and serve as resource on training, seminaries and workshops. Plan and coordinate meetings of interdisciplinary health personnel. Manage handle confidential employee records. Coordinate appointments. Draft letters and memos.
Administration of Juvenile Institutions, San Juan Puerto Rico 1994 – 1996
Human Resources Assistant – Division of Leaves and Attendance 1995 – 1996
Handle assistance registration of 300 employees. Tally of leaves. Compose pay reports and recommendations. Collaborate in payroll procedures. Handle kronos & AP computer applications. Collaborate in special project of employee retribution plan.
Human Resources Assistant – Division of Recruitment & Staffing 1994 – 1996
Meeting with managers to discuss employment needs. Post openings in newspaper advertisements, with professional organizations, and internet job sites. Develop a pool of qualified candidates in advance of need; review and evaluate applications; phone screens; research and recommend new sources for active and passive candidates recruiting. Determine applicant qualifications by interviewing applicants; analyzing responses; verifying references, and comparing to job requirements. Collaborate in hiring process; giving orientation to new employees.
Achievements: Collaboration in the massive enterprise Evaluation & Evolution of Jobs.
ADDITIONAL WORK EXPERIENCE
Bilbao Vizcaya Bank, San Juan Puerto Rico 1993 - 1993
Process a variety of routine financial transactions including check cashing, withdrawals, deposits, and loan payments. Responsible for managing and balancing cash draw. Prepare daily paperwork according to branch procedures.
Valu Stores, Carolina Puerto Rico 1990 – 1992
Junior Assistant Manager – Men’s Clothing
Assisting the manager’s store manager with the day-to-day operations including to meet sales and cost budgets, recruiting, interviewing, scheduling, training, ensuring the team deliver good customer service and sales report. Run the store in opening and closing. Implement strategies to improve customer service, drive store sales, and increase profitability. To ensure customer needs are met, complaints are resolved, and service is quick and efficient. Maintain store appearance and product presentation to company standards. Collect contents of cash registers and delivering funds to the office. Provide support to sales associates during peak periods or when scheduling conflicts arise.
Brenda L. Bermudez, MBA Page 3
Marianne Stores, Carolina Puerto Rico 1990 – 1990
Cashier – Women’s Clothing
Greet customers. Scan items, requests price checks, honors appropriate coupons, collect payment and give change as appropriate. Responsible for count contents of cash register drawer at the end of the shift. May bag items or perform other duties as needed. Handle stacks of clothing. Account for all transactions and balances books to ensure accuracy. Helping organize promotions and handling deliveries from suppliers as needed.
Metropolitan University, San Juan, Puerto Rico
Master Degree in Business Administration, Human Resources, GPA: 3.30
Relevant Coursework: Collective Bargaining, Organizational Behavior, Compensation & Benefits Administration, Management & Finance Accounting, Business Research Methods.
East University, San Juan, Puerto Rico
Bachelor Degree in Business Administration, Management, GPA: 3.09
Relevant Coursework: Business Law, Personnel Administration, Labor Relations, Psychology, Production & Operation Management.
● Conflict Mediator
● Personnel Administrator
● Training for Trainers
● Member of Ohio State Bar Association 2012 – to present
● Member of National Society of Hispanic MBA’s 2012 – to present
● Member of Labor Relations Association 2002 – to present
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