Customer Service Manager

Leslie Ann Angert

*** ***** **. ***. 1-814-***-****

Indiana, PA 15701 ********.*@*****.***

Objective

To obtain a position with US Steel in the field of human resources and

labor relations where I will be able to use my education, experience, and

skills to contribute to my employer's success.

Professional Experience

NCK, Inc., Indiana, PA 2011-Present

Human Resources Generalist/ Manager

. Assist in overseeing of six diversified companies and report directly to

company owner

. Validate company reports using analytical skills

. Document employee grievances and oversee complaint resolutions

. Evaluate and educate department managers

. Implement new human resource policies, and strengthen all aspects of

employee relations

. Conduct new hire interviews with managers

. Orchestrate partnerships with other businesses and business leaders

. Diagnose and solve organizational issues and mitigate risk through

successful human resource policies and procedures

. Oversee compensation and unemployment claims

Assistant Manager

. Engaged social networks and text messaging to advertise specials and

promotions

. Developed promotional material to be distributed to customers and posted

on premises

. Handled payments and confirmations of orders

. Created a standardized operation for kitchen recipes

. Managed operations during scheduled shifts that included daily decision-

making, staff support, guest interaction, scheduling, and planning

. Maintained an accurate and up-to-date manpower plan

. Staffed, trained, and developed employees through orientations, ongoing

feedback, establishing performance expectations, and conducting regular

performance reviews

. Identified operational opportunities to build sales and control costs

. Performed checkouts and audits and ensure all staff provided exceptional

service to patrons

Indian University of Pennsylvania, Indiana, PA 2010

Graduate Assistant

. Assisted professors with editing to ensure high-quality publications

. Performed research that was vital to professor's published works

. Revised and edited documents submitted by authors and gave appropriate,

tactful feedback

. Organized events such as the Labor Management Conference and commencement

. Participated in recruitment efforts for the Employment and Labor

Relations master's program

. Assisted professor with application materials for his full professor

appointment

. Organized fundraisers such as the SHRM dinner-dance, Newborns In Need,

and Haiti Relief Funds

. Performed general office duties as needed to help the professor and the

department succeed

PNC Bank, Indiana, PA

Customer Service Associate

2008-2010

. Provided high-quality customer care while balancing a heavy workload

. Helped grow the company's customer base by successfully opening new

accounts

. Serviced existing accounts and helped maintain customer loyalty at the

bank

. Managed the office when the bank manager was not present

. Created custom orientation and training materials for new hires

. Mentored new hires at the main branch

Education

Master of Arts December

2010

Employment and Labor Relations

Summa Cum Laude, 4.0 GPA

Indiana University of Pennsylvania, Indiana, PA

Bachelor of Arts May

2007

Interdisciplinary Fine Arts; Minors: Dance, Theater

Summa Cum Laude, 4.0 GPA

Indiana University of Pennsylvania, Indiana, PA

Activities/Awards

Member of Society for Human Resource Management

2010

The chapter (SHRM Graduate Chapter #5182) received the Superior Merit Award

for being a top-performing chapter from the Society of Human Resource

Management.

Dean's List Fall

2003-Spring 2007

Provost Scholar

2006

Publication Credits

Keagy, D. R. and Piper, D. M., 2010. Pennsylvania School Business: A

Guide for Educational Administrators, 2nd Ed. Harrisburg, PA: Pennsylvania

Association of School Business Officials.

. Performed extensive editing of publication

Keagy, D. R. and Piper, D. M., 2010. Federal Wage and Hour Law: The Fair

Labor Standards Act. A Pennsylvania Association of School Business

Officials Desk Reference. Harrisburg, PA: PASBO.

. Performed all new research pertinent to the FLSA

. Performed extensive editing of publication

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