Please review my resume for the Commercial Operations Research Analyst (131203) position

Thank You

Angela Johnson

ANGELA JOHNSON-MIMES

**** *** ******* **.

Memphis, TN 38125

ab3pv5@r.postjobfree.com

901-***-****

cell

901-***-****

hm

Education:

Christian Brothers University Memphis,

TN Graduation May 2013

Bachelor of Artin

Business Administration

Concentration: Human Resource Management

Southwest Tennessee

Community College

A.A.S. Business Administration Graduation December 2009

Concentration: Human

Resource Management

ServiceMaster/Terminix Memphis, TN Jan 2005-present

Real Time Statistical Coordinator

* Work closely with call center management to ensure departmental staffing and target service level goals are achieved

* Serve as a central point of contact for attendance and adherence issues

* Monitor call center floor, note performance issues and changing trends in call volume for forecasting purposes

* Provide resources to management for the daily and weekly planning of meetings, training and off phone activity

* Provide reports to managers/supervisors on a daily, weekly, and monthly basis.

* Maintain accurate database of all agents through Excel and Verint and track off-phone exception activity, agent attrition, and call types

* Coordinate associate schedule change requests and scheduling of time-off.

Human Resource Intern

ServiceMaster

Corporate Memphis,

TN May 2012-Aug 2012

Academic Internship

through Christian Brothers University

* Partner with recruiters to perform applicant tracking system database searches, job board key word searches and resume mining

* Assist with screening and phone interviewing new applicants

* Provide coordination support to the human resource staff

* Check through new hire paperwork to assure all forms are complete and ready to be filed for legal purposes

* File offer letters and acceptance letters while maintaining confidential salary and performance information

* Send notification to managers about their contractors whose credentials are expiring and who have exceeded their contract time

* Partner with recruiters to discuss staffing needs with branch managers

ServiceMaster/Terminix Memphis, TN June

2003 – Jan 2005

Customer Service Representative II

* Answered incoming customer calls concerning existing pest and termite contracts as well as potential contracts

* Entered customer's information into the database and forwarded the data to the appropriate Terminix branch

* Provided assistance directly to the customer such as the schedulingof appointments, escalation of concerns and assisted with the account information

First Tennessee Bank Memphis, TN Oct 1999 – May 2001

Customer Service Representative II

* Answered incoming calls regarding credit card accounts

* Made unsupervised decisions on accounts such as the adjustment of interest rates, finance charges, late fees, and over-the-limit fees

* Promote balance transfers and other promotional offers to qualified cardholders.

Additional Skills

MS Office

Avaya

Cisco

Verint

TotalVu

HRMS

Applicant Tracking System

IEX

Lexus Nexus

Impact 360

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