Customer Service Human Resources

Glenda A. Bryant

**** ******* **. ***. *** Marietta, GA

Phone: 678-***-**** Email: ************@*****.***

Objective: To obtain a position in which my skills, education and

experience will prove to be an asset to this organization.

Summary: An experienced Customer Service Supervisor and Human Resource

Assistant with professionalism, leadership, and relationship building

skills.

EDUCATION:

Bachelors of Arts, Criminology

Arkansas State University, Jonesboro, AR

Graduation Date: 2003

Masters of Public Administration/Human Resources

American Public University, Charlestown, WV

Graduation Date: 2013

Masters of Management/Organizational Leadership

American Public University, Charlestown, WV

Anticipated Graduation Date: 2014

QUALIFICATIONS:

. Staff training/development- Trained approximately 48 new employees

. Employee scheduling

. Background in Human Resources and Customer Service

. Inventory Control

. Benefits Enrollment

. Five years of Human Resource Experience

WORK EXPERIENCE:

Customer Service Supervisor Lead, Sam's Club Stores Inc., Marietta, GA, May

2008-Present

. Hired and trained over 30 new employees

. Worked directly with Membership Departments and Management to achieve

Plus Membership goals of 10 per day which resulted in Revenue for the

club

. Initiated program that standardized employee training and led to

increase in customer satisfaction

. Trained, coached, and mentored staff to ensure smooth transition into

new positions.

. Served as a mentor to junior team members who were underperforming or

finding difficulty in their new role

. Motivated associates in sales goals and results. Positive motivation

resulted in a 10% increase for club revenue.

. Reduced shrink in the club through employee accountability and

retraining initiatives

. Managed a team of seven supervisors as well as four areas in one

department

. Boosted morale in the club by having positive conversations with

dissatisfied associates

. Facilitated the training process for new supervisors

Human Resources Assistant, Sam's Club Stores Inc., Marietta, GA, May 2009-

Present

. Exceeded company objectives with keeping associates 100% on mandatory

Computer Based Learning

. Assisted with recruiting, hiring and evaluation processes of new

employees

. Coordinated and facilitated new Employee Orientation

. Ensured the safety of the company as well as the employability of job

candidates by conducting drug screenings and background checks on new

hires

. Trained, coached, and mentored staff on the utilization of effective

strategies to aid in the transitioning of employees into positions of

greater responsibility

. Strengthened employee work relations and job satisfaction, including

job morale, Boosted morale in the Club by offering positive

reinforcement and support

. Acted as a resource to employees on critical human resource matters

including but not limited to employee benefits, the employee handbook

and company policies and procedures

. Adhered to company policies and procedures, HIPPA, and other state and

federal laws related to retaining, protecting and maintaining

confidentially and integrity of personal information

. Communicated company human resource information and coordinated human

resource related activities by auditing personnel files, entering,

checking and processing weekly payroll

Customer Service Supervisor, Sam's Club Stores Inc., Marietta, GA, November

2007- May 2008

. Hired and trained approximately 20 new employees for Front End

department

. Worked directly with departments and management to successfully

develop and implement strategies aimed at meeting/exceeding

established revenue and sales goals for the company

. Trained, coached and mentored new staff on professional development in

new positions

. Delegated task to associates and followed up on completion of the

tasks assigned

. Created goals and followed up with results giving positive recognition

to those employees who exceeded those goals

. Recommended new ideas to management about ways to improve the daily

function and operation of the store

. Identified problem areas and associates and handled in a timely manner

Customer Service Associate, Sam's Club Stores Inc., Marietta, GA, July 2005-

November 2007

. Led refunds and sales operations

. Inspired great member service by leading by example by treating

customers and fellow employees with respect

. Recognized as Associate of the Month for great Member service

. Handled customer concerns in a timely manner with a 100% concern

resolution rate

Cashier, Sam's Club Stores Inc., Marietta, GA, August 2004-July 2005

. . Provided great customer service while moving members through the

line in a timely manner.

. Identified areas or problems with shrinkage and reporting the problems

to the right manager to bring about resolution

. Reduced shrinkage in the company through the identification of

contributing factors and the recommendation and implementation of

sound solutions that served to reduce such shrinkage

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