Customer Service Manager

Jennet James-Salcie

***** ** **** ****** . *******, FL 33027 . H 954-***-**** . (954) 298-

**** abg0u7@r.postjobfree.com

EDUCATION

Keller Graduate School

Master's Business Administration

Concentration: Human Resource Management

DeVry University

B.S. Telecommunications Management

Currently preparing for PHR Certification exam

Qualifications Summary

. MBA recruiting professional with 12+ years experience in high volume,

full life cycle recruitment of financial professionals, call center,

senior executives, sales

. Extensive working knowledge of on-boarding process including sourcing,

interviewing, negotiating offers, compliance paperwork, payroll, and

job coaching

. Ability to identify staffing needs and execute a comprehensive plan to

fulfill business needs and requirements

. Administrative skills include typing 50wpm, data entry, MS Office -

Excel, Word, Outlook, Peoplesoft, proprietary applicant tracking

systems, fully bilingual English/Spanish (read, write, speak)

PROFESSIONAL EXPERIENCE

Wachovia Bank, Miami, FL

7/06-Present

Corporate Recruiter II-Bilingual

. Manage full cycle recruitment processes for the South Florida

Bilingual Call Center which include two lines of business in high

volume call center: Retail and Sales.

. Lines of business include exempt and non-exempt positions such as

leadership, financial specialists, customer service and sales call

center positions.

. Responsible for placing ads, sourcing, interviewing, extending offers,

hiring and conducting new hire orientation

. On-boarding of new hires.

. Lead team, which interviewed over 1,000 applicants in a four-month

period to fill positions in the newly created San Antonio call center.

Positions ranged from: Call center representative, Financial

Specialists, Online specialists, Leaders, and Senior Leaders.

. Work with senior management to fulfill Talent Acquisitions Retention

Plan (TARP) goals (diversity recruiting)

. Maintain WITS database to ensure pertinent information correlates with

PeopleSoft information.

. Coach, counsel and guide managers before the execution of employee

disciplinary actions

. Report, maintain and monitor all Worker's compensation case files and

unemployment case files and follow-up on open cases.

. Facilitated training on bank policies and benefits

. Develop retention strategies to manage negative attrition

. Ensure compliance of pre-employment, pre and post hire documentation,

data integrity and corporate policies

. Acts as liaison and business partner to departments to assist in the

identification of trends, concerns, and resolutions to ensure a work

environment conductive to high productivity

. Maintains human resources records by recording new hires, transfers,

terminations, changes in job classifications, merit increases;

tracking vacation, sick, and personal time

. Provide manger with guidance on company policies and procedures,

performance management and other employee related issues

. Network within companies and professional organizations, job fairs,

etc. to maintain diverse applicant pool

Randstad NA, Miramar, Florida 12/04- 7/06

Recruiter

. Perform quality checks and respond to current and anticipated client

issues.

. Responsible for recruitment of temporary and permanent call center

employees along with managing their career paths by fostering their

development in the following areas: job matching, career counseling

and planning, resume consulting, training and development, coaching

and guidance on short and long-term developmental plans.

. Responsible for payroll of approximately 45 employees per week.

. Collaborate with Regional Manager and Branch Manager to develop

strategies for increased retention of the account.

. Attend education, career and job fairs to further promote open

positions

. Generate, receive, document and fill job orders.

. Fully understand each positions skill requirements from the clients

view and make sure that the proper match is made with the prospective

employees.

. Ensure compliance with client's policies and procedures with regards

to pre-employment policies.

. Schedule regular review meetings with the client to ensure that

expectations of Randstad, temporary employee and client are being met.

A&J CONSULTANTS, New York, NY 12/99 - 10/04

Senior IT Recruiter

. Responsible for the complete recruitment life cycle: initial contact

and screening, interview and extended offers.

. Conferred with management and account managers to identify personnel

needs, job specifications, job duties, qualifications and skills.

. Responsible for compliance with human resources related company

policies as well as all applicable federal, state and local employment

laws and regulations.

. Managed the employee data information system.

. Assist with salary negotiations, generating offer letters and

coordinating administrative follow through (such as background checks

and drug testing) as requested.

. Developed and maintained network of contacts/resumes to help identify

and source qualified candidates

. Acted as a liaison between the consultants and the business units.

. Clients included Credit Suisse formally known as Donaldson, Lufkin and

Jenrette, Bowne, JP Morgan Chase

. Responsible for sourcing, screening, interviewing and effectively

placing all levels of IT and Brokerage professional to meet client

project needs and service agreements.

SOLOMON SMITH BARNEY, INC, New York, NY 9/94 - 10/99

Senior Associate/Section Manager

. Responsible for the recruiting and partial training of the Technical

support department.

. Managed a group of twelve technical support representatives and

fifteens operators which were inherited from the merger between

Salomon Brothers and Smith Barney.

. Ensured the protection of Smith Barney proprietary software by

monitoring and managing all departmental activities.

. Managed subordinates performance by conducting timely and effective

performance appraisals.

. Monitored the MIS and call reporting.

. Performed high-end customer service by handling escalated and severe

user issues.

. Maintained the departmental budget for 1997, 1998 and 1999 by enacting

and enforcing cost effective measures.

Senior Analyst

. Managed 20 sites for the implementation of the Nextgen system.

. Planned, organized and scheduled the implementation of fifteen

branches within the established deadline.

. Performed software upgrades on a continuous basis.

. Coordinated and conducted the training sessions for all new-hires.

. Conducted the system training for the brokers and SA's.

. Provided quality assurance by recording all known bugs in the

software/system.

Systems Analyst/Technical Support

. Provided phone support for users utilizing a variety of in

house/proprietary software in a Window/DOS environment.

. Prepared hardware and software recommendations to clients and FC's.

. Troubleshoot software, hardware and modem issues.

. Conducted the quality analysis of new software.

. Coordinated the downloading of data for clients via mainframe.

. Contacted vendors for technical assistance with software and hardware.

. Acted as the liaison between developers and users.

. Coordinated and conducted the training sessions for all new-hires.

. Responsible for the database development and maintenance.

LANGUAGES

Bilingual English/Spanish

References Available Upon Request

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