Manager Customer Service

Denise Sandoval Sanchez

P.O.Box **** Ponte

Vedra Beach Fl 32004

Cellular: 904-***-****

Home : 904-***-****

Cellular Colombia 301-***-****

************@*******.***

H U MAN RESOURCES GENERAL IST / H U MAN RESOURCES MANAGER

Dynamic, proactive and people-driven professional with over 20 years of increasing

r esponsibilities and business experience, including five years of managing HR

generalist functions for a company with more than 500 employees. Proven ability to

p rovide key support in the development and implementation of HR strategies that

enable the achievement of business results. Excellent skills in problem solving and

b i-lingual communications (Spanish /English). Very organized, detail oriented, and

self motivated professional who works well without supervision. Equally, adept at

optimizing company performance through organizational change. A t rusted company

advocate who can effectively balance the needs of both the individual and

organization

S UM MARY OF QUAL I F ICAT IONS

Staff Recruitment and Development

New H i red Orientation

Immigration Affairs

Quality and Performance Management

HR Policies, Processes and Procedures

DOT/FAA Drugs and alcohol program implementation and management

Employee Benefits Administration and

enrollments meetings

Mentoring/E.A.P

Leadership Coaching and counseling

Change and Conflict Management

Employee Relations

Project management

Hotel management

L ABORAL EXPER IENCE

N &L, LLC DBA, ED IBLE ARRANGEMENTS

Savanna, GA

06/01/2012 – 06/28/2013

General Manager (Consultant)

Responsible for the building of t rust between the company and the community, working

closely with the chamber commerce and other businesses. Organized social events for the

company to advertise all company products. Managed the scouting for new business

networks. Oversaw all HR functions (recruiting, interviewing, hi ring, and t raining of

employees). Managed accounts paid, accounts received, purchasing of supplies, inventory

control, and payroll.

F L IG H TSTAR AIRCRAFT SERVICES LLC

FAA Approved Repai r Station

J acksonville FL

Human Resources Generalist D.E.R

September 2006- Februa ry 2011

DOT/FAA D rug and Alcohol Program Manager /D.E.R

F ebruary 2011 –February 2012

General day by day HR operation, working closely with employees and management in

developing and maintaining a professional relationship by ensuring a sense of mutual

t rust, concern, respect and teamwork that helped the employees to understand policies and

commit company rules.

I proudly managed employee’s bi-lingual benefits programs for more than 500 employees,

and worked with Brokers and Benefit Supplier Companies such as health and dental

i nsurance, long and short term disability, life insurance, 401k, supplemental health

i nsurance and Cobra. In addition to this, I was in charge of coordinating and conducting

company benefits enrollment meetings and health fairs with brokers.

In the hi r ing of new employees, I was in charge of screening and interviewing applicants,

ensuring that qualifications and prerequisites met the special requirements like I-9 and all

i mmigration affairs.

Coordinated employee recognition programs (such as employee of the month, employee of

t he year, Christmas dinner, years of service and others) and lead Team Development and bi-

lingual t rainings. (FM LA, WC, DFWP/DOT, Sexual Harassment and employee assistant

p rograms)

As a designated employer representing D.E.R Drug and Alcohol Program Manager, I was

responsible for all DOT/FAA Drug & Alcohol awareness t rainings for officers, supervisors

and employees; working closely with quality assurance and the human resources

department as a bi-lingual member during international certification visits from different

L atin American FAA agencies and employees. I was also in charge of managing the

contracting companies’ inspections for verification of the DOT/FAA drug and alcohol

p rogram.

Kept close relation with collection sites and MRO for assuring compliance with DOT/FAA

d rug testing and records keeping requirements.

Managed all company random, follow ups, reasonable suspicion and post-accident testing

p rograms.

I successfully managed this program with no FAA findings during audits or customer

i nspections.

Achievements:

• Supported 500+ employees on benefit policies and procedures.

• Managed 10+ brokers and benefit supplier companies.

• Used bilingual skills to help t rain employees.

• Organized more than 6 special events yearly.

• Implemented employees and contractors file systems.

• Managed Bi-lingual employees open enrollment benefits meetings, plus

supported and assisted 300+ foreign employees.

DOT /FAA Program Achievements:

• 100% compliance of FAA (DOT) program.

• Developed procedures, forms and manuals for the company in order to meet

FAA requirements.

• Six years with no FAA fines, saving the company thousands of dollars.

• Program was nominated by FAA inspectors and customers as one of the best,

using i t as an example for other companies to implement as their own.

• Employees Awareness of the program helped reduce consumption of drugs or

a lcohol between employees.

PO I NTER I N TERNAT IONAL TRADE SERV ICE.

June 2004 – September 2006

Bogota Colombia, USA OFF ICE

I nternational sales and public relations

M anaged key company accounts in Florida. My main responsibility was the

p romotion and advertising of Colombian products i n Florida. In order to meet the

company goals, I lead the search for new potential customers and the analysis of

commercial offers. I was also responsible for any local and international customer

communications.

Achievements:

• Opened the company’s two largest accounts in Florida; Hard Rock Café and TPC.

• Increased the exportation of the company’s promoted products to the USA, r ising

sales and profits.

PANHANDLE AREA EDUCAT IONAL CONSORT I U M (PAEC)

August 2001 – August 2003

Chipley FL

M igrant Educational Program (Recruiter/Advocate.)

As a recruiter/advocate, I had the responsibility to provide support to the migrant families,

t hrough the networking with the agency’s medical providers and schools. The job mission

i ncluded the identification and recruitment of all eligible migrant students residing in the

school districts and to serve as liaison between the migrant household and school districts,

i nterpreting (Spanish/English) and advocating for migrant families.

Achievements:

• Helped raise community awareness of the program

• Successfully managed to help migrant kids go back to school

• Managed migrant Community educational programs (Wic, head start,among others)

DAYS I N N HOTEL -

A pril 1999 – April 2001

Chipley, FL

General Manager:

Responsible for all hotel operations including human resources selection, hi ring and

t raining of all personnel, managing corporate account sales, daily reports, monthly and

daily closings, nightly audits, customer service and guest relations, community relations,

general bookkeeping, payroll, inventory control, front desk, reservations, and housekeeping

department.

Achievements:

• Increased hotel revenue and overall good will.

• Implemented and t rained all staff in the new hotel management information system.

• Developed excellent business-community relationships.

L A CREC IENTE Corp. DBA GREAT CL IPS FOR HA IR

September 1997 - July 1998

J acksonville, FL

F ranchise Owner and General Manager.

Managed my own business and was in charge of all project, negotiating franchise terms, site

selection, and store décor design, along with all HR functions (recruiting, interviewing,

h i ring, and t raining all employees.) Managed accounts payable, accounts receivable,

p urchasing of supplies, inventory control, and payroll. In completing the business model, I

worked with surrounding beauty schools, creating networks looking for skilled employees.

Achievements:

• Personal satisfaction managing my own business

B ENE ACCESOR IOS COLOMB IA, LTDA – (BENETTON)

September 1994 – April 1996

Bogotá, Colombia

Administrative Manager

Responsible for leading the hands on day by day operations and the overall management of

5 i nternational specialty clothing and accessories franchise stores throughout Colombia and

South America.

In charge of the marketing, public relations, customer service, purchasing, legal affairs,

banking t ransactions, inventory control, Human Resources, recruiting, interviewing,

t raining, employee relations and the managing of all employees throughout the 5 Colombian

locations.

One of my main duties and challenges was to lead the relationship and communication

between company owners and Latin American markets. In the same way, selecting and

i mporting merchandise lines, I lead the company’s relationships with marketing and

p ublicity agencies in charge of the planning and the development of marketing and sales

s trategies.

Achievements:

• Launched and expanded the positioning of the Benetton brand in Colombia.

• Reached the sales goals of the brand during the first two years I was in

charge.

• Opened 5 branches and made them fully operational in record t ime.

• Streamlined procedures for imports and dist ribution between stores.

• Headed Medellin store site selections, design and décor.

O RGAN IZACION CENTRAL DE TUR ISMO

T ravel Agency

August 1992 – August 1994

Bogotá, Colombia

Marketing and Public Relationships Manager

Coordinated international and national sales, marketing, and public relationship strategies.

M anaging duties included researching, analyzing, inspecting, and securing foreign airline,

hotel, and cruise line t ravel packages for Colombian and International tourism.

Occasionally organized various domestic and foreign groups’ t ravel arrangements, sometimes

serving as tourist guide.

Achievements:

• Int roduced new tourist destinations in Colombia.

• Helped increase the Agency’s customer database and managed enrollment of key

accounts for the company.

• Helped launched a new cruise line in Colombia.

E DUCAT ION:

ICCA – Bogota Colombia

Hospitality (Business administration/Hotel and Tourism Management)

ACADEM IA PITTSBURG - Bogotá, Colombia

Advertising design

RICHMOND COLLEGE - London, England

Studies in Conversational English

CERT I F ICAT IONS:

• New economy Compensation, ERI

• Compensation and Benefits Administration, ERI

• FM LA Compliance, Rockhust University CEC

• Human Factors (prevention Strategies for Aviation and beyond) t rainer the t rainer

T he Aviation Consulting Group

• FAA Drug & Alcohol Program Management, O.M. Management Inc.2006

• DOT Supervisor Drug & Alcohol Awareness Training,

• O.M. Management Inc. (2006- present)trainer

• Among Others

ADP Certifications:

• HR & Benefits – Payroll Dataflow for ADP Workforce Now

• HR & Benefits – Managing Benefit Enrollments for ADP Workforce

• HR & Benefits – Company & HR Setup for ADP Workforce Now

• Employee Maintenance & Reporting Parts 1, 2, 3

• Using ADP’s BeneDirect Web Site for COBRA Services

• Int roduction to ADP Workforce Now – Practitioner View

• Understanding ADP Workforce Now

• HR & Benefits – Managing Benefit Enrollments for ADP Workforce Now

• Getting Started with HR & Benefits for ADP Workforce Now

• (Among others)

O THER ACT IV I T I ES

• Red Cross In ternational (Colombia)

• More than ten years of volunteering in the rural communities throughout Colombia,

educating community in first aid, health, and sanitation.

• Worked closely with Colombian Army, Police and Navy in civil-mili tary brigades.

REFERENCES: G ladly provided upon request.

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