Customer Service Manager
Resume:
Kimberly A. Ray MBA, PHR
Longwood, FL 32750
********@***.***
Special Strengths
Excellent Communication; Human Relations; Initiative and Innovative;
Mentoring; Planning and Management
Education
Cleveland State University - Cleveland, OH
Masters of Business Administration
Specialization in Human Resources - including Labor Relations, Employment
Planning, Performance Appraisals, Compensation, Statistical Business
Decisions and Operations Management
Cleveland State University - Cleveland, OH
Bachelors of Arts in Speech & Hearing
Certified Human Resource Professional (PHR)
DDI Targeted Selection Interviewer
Trained in Positive Discipline
Trained in Reasonable Suspicion
TSI (Transportation Safety Institute) Substance Abuse Management and
Program Compliance
Ohio Financial Accountability Certification
Experience
Talent Acquisition & Employment Specialist
5/2011 - present
The Northeast Ohio Regional Sewer District
. Identifies, develops and implements employment and recruitment plans
for assigned departments consistent with the District's overall
recruitment strategy.
. Assists the Manager of Employment & Talent Acquisition in developing
and refining written procedures for the employment and recruitment
process.
. Works in close partnership with Directors, and other managers to
ensure in-depth understanding of their staffing requirements,
including identifying and documenting current and projected employment
needs.
. Develops recruitment plans to fulfill those needs on a timely basis.
. Provide counsel to potential candidates with regard to their
professional development needs.
. Provide counsel to interview panel regarding ethical/legal
interviewing techniques.
. Maintains appropriate records/documentation to support the District's
selection decisions.
. Prepares job announcement information for media advertisements.
. Utilizes external resources to identify and recruit qualified
candidates.
. Recruits from external sources including job fairs, colleges,
universities, other educational institutions, community service
organizations, temporary employment agencies, etc. Generates and
maintains accurate employment data for recruitment purposes.
. Administer pre/post interview assessments to candidates.
. May assist in planning and conducting onboarding programs for new
employees and seasoned employees.
. Assures compliance with all District and bargaining units' policies
and procedures related to employment and recruitment.
. Member of Diversity & Inclusion Leadership Team.
Occupational Health Specialist 6/2007 -
5/2011
Greater Cleveland Regional Transit Authority
. Processed the Family and Medical Leave (FMLA) requests and tracked
data and information
. Maintained statistical data and reports regarding FMLA utilization
. Interacted with Risk Management personnel to assure FMLA regulations
are applied to all eligible employees
. Created attendance reports as necessary
. Assisted with managing GCRTA's Drug and Alcohol Policy for safety-
sensitive and non-safety sensitive employees
. Managed Pre-Employment physical examinations
. Managed the Employee Fitness-for-Duty medical examination process
. Managed and monitored the Employee Assistance Program (EAP) and
developing the employee wellness program
. Member of the panel for Americans with Disabilities Act hearings
. Managed process of Hepatitis B testing
. Provided exceptional customer service to GCRTA employees and vendors
. Attended grievance hearings (ATU and FOP) and compose summaries
. Attended Positive Discipline hearings as needed
. Facilitated FMLA training for Managers and Supervisors
. Monitored, input and completed reports for all drug and alcohol
testing for random, post accident, reasonable suspicion, transfer to
safety sensitive and biennial testing (DOT and Non-DOT)
. Established and maintain employee medical records
. Submitted yearly MIS Drug and Alcohol report to the FTA
Occupational Health Manager (Acting)
2/2009 - 8/2009
Greater Cleveland Regional Transit Authority
. Managed the GCRTA's Substance Abuse Program for safety / non-safety
sensitive employees
. Managed the Employee Fitness-for-Duty medical examination process
. Managed the Family and Medical Leave (FMLA) program
. Worked with the EAP vendor to provide employee awareness regarding
various services
. Verified compliance of the substance abuse professional (SAP) with
GCRTA's regulatory requirements for the Substance Abuse Program
. Interacted with Benefits personnel to obtain wellness programs based
on GCRTA's most predominate health issues through healthcare vendors
. Interacted with Labor & Employee Relations regarding Healthcare
Committee, grievances, and arbitrations
Staffing Solutions Enterprises
4/2006 - 5/2007
Human Resource Assistant/Recruiter (1/2007 - 5/2007)
Greater Cleveland Regional Transit Authority (Temporary Assignment)
. Screened resumes for both bargaining and non-bargaining positions
. Coordinated and facilitated panel interviews when needed
. Created offer letters
. Completed verifications of employment
. Offered candidates and finger-printed new employees
. Navigated and input information in the Oracle system daily
. Conducted pre-employment testing
. Audited employee files for required DOT documents
Recruitment Representative (4/2006 - 12/2006)
University Hospitals of Cleveland (Temporary Assignment)
Conduct phone screens
. Updated, maintained and status candidate profiles in Oracle system
. Scheduled interviews for candidates
. Created offer letters and presented offers to candidates
Recruiter 10/2003 - 2/2006
NovaStar Mortgage - Independence, OH
. Recruited entry level candidates
. Updated, maintained and status candidate profiles in HRSmart (HRIS
System)
. Accurately answered employment benefit questions for new hires
. Processed and ensured all new hire paperwork is in compliance
. Scheduled interviews and answer candidate questions
. Completed weekly dashboard reports for recruiters
. Facilitated new hire focus groups
. Created and mailed "offer letters" and "thank-you" notes
. Worked on special recruiting projects as assigned
. Supported special recruiting events and other projects as needed
. Sourced resumes on various internet sites and company career site
. Served as communications liaison for job candidates and all recruiters
. Arranged and scheduled testing for prospective employees
. Planned and coordinated college fairs and other recruiting events
. Scheduled and conducted exit interviews
. Conducted initial pre-screen interviews with candidates
. Instrumental in project for developing interview guides for key
positions
Auditor - Quality Control
2/2002 - 10/2003
NovaStar Mortgage - Independence, OH
Reviewed files prior to funding to determine if NovaStar's policies
and procedures are followed
. Identified potential risk factors associated with loan file or
products
. Trained and mentored new auditors
. Demonstrated service excellence by providing high quality customer
service to all internal and external customers
. Reviewed loan files prior to funding to determine if there is material
misrepresentation
. Verified all documents submitted as part of the loan file in an effort
to determine if any documents are fraudulent
. Reviewed appraisal data to ensure that they were not prepared with any
fraudulent intent
. Identified and informed supervisor of potential or newly identified
risk trends or factors
Broker Liaison/ Customer Service
12/1999 - 2/2002
Alliance Funding/Superior Bank - Cleveland, OH
. Monitored loan transactions within company origination guidelines
. Assisted with originator inquires regarding loan status
. Researched for potential compliance issues
. Served as Client Relationship Liaison for larger accounts
Mortgage Banking Specialist
4/1998 - 8/2000
Ohio Savings Bank - Cleveland, OH
. Mentored and trained new hires
. Registered, locked and priced mortgages
. Resolved customer service issues
. Coordinated training for mortgage banking website, compliance and new
products
. Served as "knowledge expert" to loan originators and customers on
products and underwriting
References
George Fields, SPHR
Director, Training and Development
Greater Cleveland Regional Transit Authority
*******@*****.***
Rhonda Branche
Benefits Manager
Greater Cleveland Regional Transit Authority
********@*****.***
Denise Coleman-Rowell
Compensation Analyst
Northeast Ohio Regional Sewer District
*******-*******@******.***
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