Customer Service Management

MICHELLE S. GAINES, MSHRM

(: *** HAWTHORNE HILLS PLACE, APT 202, ORLANDO, FL 32835 (: 561-***-****

(:*********@*****.***

Education

NOVA SOUTHEASTERN UNIVERSITY

Masters of Science in Human Resource Management Completed 06/2013 GPA 3.65

Curriculum: Focused on contemporary management issues from implementing new

procedures, setting objectives and achieving organizational goals.

Coursework included: Talent Management, Organizational Consultation,

Strategic HR Management, Employee Relations, Human Resource Development,

and Organization Development.

University of Central Florida

Bachelor of Arts in Psychology Completed 08/2007

Curriculum: Formal coursework in sociology, general psychology, and studies

on human behavior. Other courses included: psychology, job & task analysis,

organizational psychology & motivation

professional organizations

SOCIETY OF HUMAN RESOURCE MANAGEMENT (SHRM)

AN AFFILIATED MEMBER OF THE SOCIETY FOR HUMAN RESOURCE MANAGEMENT (SHRM); THE WORLD'S

LARGEST ASSOCIATION DEVOTED TO HUMAN RESOURCE MANAGEMENT.

Additional Skills & Abilities

MICROSOFT WORD, EXCEL & POWERPOINT

Project Management

Detail Oriented

Organization Skills

Multi-tasking and handling priorities

HRIS systems/database

Typing (70+ wpm)

Interpersonal & Communication

Customer Service Skills

Problem Analysis and Resolution

Critical Thinking

Professional Experience

JUNE 2013 - PRESENT MARRIOTT VACATIONS WORLDWIDE

ORLANDO, FL.

Corporate HR Intern

< Maintained and reformatted corporate job descriptions in the company's

database.

< Researched and communicated ideas to management for various projects.

< Supported the Corporate Human Resources associates and team in

miscellaneous projects/tasks, including but not limited to project

plan management, creating spreadsheets, and presentations, in a HR

Generalist capacity.

< Provided assistance to HR team to help support the business regarding

business strategies.

< Partnered with HR Managers and Directors on special projects.

< Managed various projects including, but not limited to, maintaining

corporate job descriptions, Diversity and Inclusion program, Health

and Wellness Program, Leadership Development Program, and Veteran's

Day Event.

< Collaborated with the Talent Management team to coordinate trainings

for Manager and/or Director level Associates.

march 2013 - may 2013 Lake County board of county commissioners office

tavares, FL.

Human Resources Intern

< Assisted HR staff in an Employee Relations capacity, carrying out core

HR functions such as job classification and maintaining job

descriptions of 700+ employees

< Performed clerical work.

< Analyzed solution implementation and project management.

< Collaborated HR department in special projects involving job

descriptions.

october 2010 - march 2012 children's medical services

ORLANDO, FL.

Social Worker

< Provided world class services to professionals including, but not

limited to, doctors, therapists, & educators, ensuring the medical

needs of children.

< Conducted PowerPoint presentations for staff regarding referral

processes for professional services.

< Provided consultation services for the interpretation of assessment

data of individual clients.

< Enrolled new clients into database and processed referrals for

healthcare and medical services.

october 2008 - september 2010 dept of children & families

KISSIMMEE, FL.

Child Protective Investigator

< Partnered with community resource leaders and organizations in

providing support options for clients.

< Coordinated staffing meetings with professionals pertaining to reports

associated with the clients served.

< Conducted interviews pertaining to child abuse/neglect cases to

determine the result of an investigation.

February 2008 - october 2008 orange youth academy

ORLANDO, FL.

Case Manager

< Prepared and monitored monthly progress summaries for the county Judge

in regards to the juvenile's progress and behavior in the program.

< Reduced negative behavior and increased positive behaviors by

utilizing a managed behavior point system.

< Planned and organized activities and events for the juvenile

residents.

Other Job Experiences

2002-2008

Various jobs included: Student Counselor Intern, Customer Service

Representative, and Administrative Staff Support

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