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Manager Customer Service

Location:
Chicago, IL
Posted:
May 02, 2016

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Resume:

SONYA GARRETT

C: 314-***-**** * acul02@r.postjobfree.com

Organizational Development • Staffing/ Recruiting • Leadership

Accomplished HR Executive with extensive experience and consummate achievements building multiple best-in-class organizations. A savvy team leader skilled in attracting the most qualified employees and matching them to jobs for which they are well suited. Pivotal contributor to senior operating and leadership executives, providing HR leadership for multiple acquisitions, from due diligence to conversion. Innovative problem solver, strategic decision maker, strong communicator.

SKILLS:

Staffing/Coaching Payroll Employment Law

Performance Management Benefits Labor/ Employee Relations

HR Information Systems Recruitment Change Management

Legal Analysis/Legal Writing Training & Development Project / Time Management

FEDEX, St Louis, MO 08/2014-12/2014

Job Title: Recruiter

Contractor: Kelly Staffing Services

American global courier delivery service. Full life cycle recruiter; Work with human resources department to determine hiring requirements. Maintain accurate and up-to-date recruitment and applicant files; Conduct behavioural base, CBI Phone, one-to-one interviews; excellent communicator when evaluating, selecting and making recommendations to the hiring manager or senior recruiter.

Ascertains applicant’s qualifications by conducting phone interviews, tests, and reference checks; Coordinates participation in attending job fairs and handling employment agencies inquiries. Train new recruiters; Identifies referral sources and provide adequate staffing by identifying sources of applicants.

Professional Business Resource Agency, St Louis, MO 05/2000-07/2014

Job Title: Human Resources Manager

A marketing and consulting company. Supervised a staff of 10 support staff. Developed hiring plans and conducted training plans to ensure compliance with state and federal regulations. Accountable for linking HR initiatives to company’s strategic business plans. Rewrote Employee Manual, including revising outdated policies to ensure compliance and adding new policies to improve morale. Coached new managers in the areas of people management and holding people accountable which enabled them to be more confident in their abilities within their new role

Utilized Kenexa-Brass ring Applicant tracking system to find candidates and follow up interviews. Drive the process to improve individual and team performance feedback as well as opportunities for continuous improvement. Directed and trained managers on employment law and performance management. Take the lead to assure compliance to regulatory agencies such as EEOC, FLSA, OSHA, and Affirmative Action. Fostered a teamwork/open-door environment conducive to positive dialogue across the organization. Conducted recruiting presentations and designed employment packages to attract top professionals.

Act as strategic partner to the Director and executive teams, requiring a constant dialogue to understand the

highest value opportunities for talent management.

Reduced number of employee accidents and days out of work through improved training and incentive

programs that encouraged employees to work safer and smarter.

SONYA GARRETT/ PG 2

Professional Business Resource Agency, St Louis, MO 04/2006-04/2010

Job Title: HR Generalist

Worked with senior management to create HR policies and procedures; recruit employees; and develop orientation, training and incentive programs.

Manage leave-of-absence programs and personnel records; administer benefits enrolment and programs; administer HR budget; and handle HR generalist workplace issues. Fostered a teamwork/open-door environment conducive to positive dialogue across the organization. Personal efforts were cited as the driving force behind company's employee-retention rate of 89% within an industry where high turnover is the norm.

Professional Business Resource Agency 04/2002-04/2006

Job Title: Trainer/ Recruiter

Train management team on interviewing techniques and best practices, conducting workshops and one-on-one coaching sessions that contributed to sound hiring decisions.

Manage recruiting strategies and the recruiting process for senior manager and above level

positions. Identify potential candidates through networking, cold calling, referrals and other proactive

methods. Devised creative and cost-effective incentive and morale-boosting programs (including

special events and a tiered awards structure) that increased employee satisfaction and productivity.

Sources applicants, screens resumes, interviews candidates and provides recommendations to hiring

managers. Provided sourcing expertise to include Talent Pooling, Candidate Screening and Resume

Mining. Implemented several effective sourcing strategies for clients to screen, interview and manage

candidates. Develop step-by-step approach to source and recruit top candidates.

Professional Business Resource Agency 05/2000-04/2002

Job Title: Human Resource Associate

Promoted to fulfil a broad range of HR functions, including recruiting and training employees, administering benefits, overseeing disciplinary action and managing HR records. Resolve conflicts between employees and performed exit interviews.

Trained management team on interviewing techniques and best practices, conducting workshops and one-on-one coaching sessions that contributed to sound hiring decisions. Manages recruiting strategies and the recruiting process for senior manager and above level positions; Work in fast paced, high volume environment.

The US Census Bureau, St Louis, MO 08/2009-05/2010

Job Title: Assistant Manager of Administration/Evening

Contractor assignment: The US Census Bureau

Managed office operations through a team of 2 supervisors, warehouse clerks, receptionist,

payroll clerks & HR Generalist. Administer payroll and directed employee hiring, on-boarding, off-boarding, evaluations. Utilize Applicant Tracking Systems (i.e. Taleo, Kenexa etc.);

Assist in recruiting 200+ employees (i.e. supervisors, enumerators, payroll clerks,

warehouse clerks, managers, IT) to assist in the Census Bureau survey program in the St Louis

metropolitan area. Interview, hired and trained new support staff in customer service, OSHA, Safety, EEO,

employment law, HR policies and procedure, etc.

Utilize behavioral interview questions for enumerator and supervisors positions.

Conduct investigations on policy violations including sexual harassment and discrimination and

Provide appropriate recommendation for various projects.

Oversee facility, space planning, equipment, IT and purchasing.

SONYA GARRETT/ PG 3

WORK EXPERIENCE

St Louis Job Corps, St Louis, MO 10/2015-present

Math Instructor

Small Business Administration Disaster Program, Ft Worth, TX 5/2006-12/2015

Paralegal Specialist/ Reservist

Sylvan, St Louis, MO 10/2010-05/2015

Instructor/evening/pt

Division of Corrections, St Louis, MO 05/2002-06/2005

Paralegal/ Supervisor/ evening

PROFESSIONAL DEVELOPMENT/TRAINING/EDUCATION:

Formal Education

Skills Training/Certifications

Software Applications/Office Skills

2010, St Louis, MO, Master of Arts, Human Resource, Webster University.

2002, St Louis, MO, Master of Arts, Legal Studies, Webster University.

St Louis, MO, Bachelor of Arts, Business Administration, Columbia College.

SPHR Certification pending

Dealing with Conflict Resolution Certificate

Paralegal Certificate

Notary Signing Agent

Mediation / ADR Certificate.

MS Office Suite (Word, Excel, PowerPoint, Windows, Outlook) SAP, Payroll People-soft Enterprise HR, Background check, KRONOS, Lotus Notes, LinkedIn, HRIS Systems, ATS Software Applications and Databases, ADP, iCIMS, Avionte, Applicant Pro

Internet Blackboard, LEXIS-NEXIS, WESTLAW, Quickens, ADOBE, E-Verify, Electronic Fingerprinting, Group-wise.



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