Customer Service Manager

Mary-Beth Kaczynski

* ****** **., ******, ** **571

508-***-**** - Cell

508-***-**** - Home

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

Highly qualified and well-developed Talent Acquisition Manager with

extensive human resources leadership experience. Proven experience

collaborating with senior management to conduct strategic planning in

order to support and further corporate goals. Adept at managing

staff and recommending solutions to improve process for streamlining

personnel productivity. Proven track record in project integration

work and implementation of new technologies.

KEY STRENGTHS

. HR/Recruiting Management

. Career Development

. Mentor

. Staff Training

. Diversity Initiatives

. Sourcing Strategies

. Branding Initiatives

. Recruiting Metrics

. Project Leadership

. Project Integration

. Change Management

. Training and Communications

. PROFESSIONAL PROFILE

PNC Financial Services Group - Westborough/Boston, MA

1999 - Present

Recruiting Administration Manager / 2010 - Present

Training and Communications

Managing an internal team in the design and development of a strategic

training and communication program, leading to the delivery of monthly

training sessions.

. Facilitated learning activities for Talent Acquisitions and Recruiting

Administration to ensure their knowledge skills and abilities remained

current.

. Identified and addressed gaps by partnering with managers and target

audience to conduct surveys, interviews and focus groups.

. Reviewed training and communications to ensure it addressed opportunities

to improve overall performance and adhere to current policy and

procedures.

. Created business messaging that tied to key strategies and resonated with

multiple audiences.

. Implemented change management and communications strategies in

conjunction with key work-streams and projects.

. Established and implemented new hire self-paced module training for

Talent Acquisition and Recruiting Administration.

. Provided project leadership in order to improve and streamline processes

leading to an enhanced hiring manager, candidate, and recruiter

experience.

Talent Acquisition Manager 2005 - 2010

Managed the daily operations of all recruiting activities, executed

strategic recruitment processes in order to meet the talent needs of the

business including diversity initiatives.

. Managed and led a high performance recruitment team of 10.

. Focused the recruiting team on key metrics which led to reduction in time

to fill, requisition aging, and cost per hire.

. Executed and drove strategic recruitment processes in order to meet the

talent needs of the business including diversity initiatives.

. Developed and implemented alternative sourcing strategies to include

diversity and branding initiatives.

. Proactively partnered with key human resources business partners to

remain current on staffing challenges and critical business needs in

order to plan strategic recruiting strategies.

. Built continuous candidate pipeline through passive candidate recruitment

initiatives. Reviewed and advised staff members on key metrics to

determine overall effectiveness of talent management initiatives.

. Identified trends to develop team strategies, and align/leverage

resources to provide effective line of business support.

. Hired, trained, and mentored team talent to ensure continued career

development within Talent Acquisition.

. Participated as a subject matter expert in two corporate wide integration

projects which included the coordination, design, development, testing,

training, and integration of two separate applicant tracking systems.

Senior Staffing Consultant / (1 year as a contractor)

1999 - 2005

Developed and maintained partnerships with line of business managers in

order to hire top technology and financial services talent. Utilized

strategic sourcing initiatives, behavioral interviewing techniques, passive

candidate sourcing, and built robust candidate pipelines.

. Accountable for serving as a consultant to the IT group, as well as

developing and implementing yearly staffing plans to ensure a

successful workforce planning initiative.

. Established and managed client expectations based on experience,

expertise, and talent marketplace intelligence.

. Partnered with applicants in order to create a successful interview

and hiring experience.

. Provided guidance to line management and setting mutually agreed upon

expectations regarding sourcing strategies, line of business role,

marketplace dynamics, talent availability, compensation requirements,

and recruiting metrics.

. Partnered with clients to determine best methods for additional

sourcing; as well as source candidates through multiple methods and

media, including external databases, employee referrals, and

competitive intelligence.

. Utilized interview techniques that identified high-potential

candidates by applying specific behavioral and situational competency

based questions.

. Consulted with senior business partners to ensure alignment of

recruiting plans with strategic business objectives and workforce

planning initiatives in mind.

. Utilized recruiting technology and direct sourcing to identify

candidates, resulting in a decreased cost per hire.

EMC - Milford, MA (4 months) 2000 - 2000

HR Specialist

Responsible for providing recruitment support for college recruiting

initiatives.

. Attended college recruiting events and held informational meetings

. Negotiated salaries, sign-on bonuses, and relocation allotment to

prospective candidates.

THE COMMERCE INSURANCE COMPANY - Webster, MA 1988 -

1999

HR Consultant

Responsible for providing recruitment support for all corporate recruiting

needs.

. Collaborated with department managers to identify, recommend, and

recruit employees.

. Interpreted and implemented corporate policies with management and

guided them through changes.

. Developed strategies to ensure achievement of staffing objectives and

maintained the recruitment website.

. Interpreted reports and advised management of employee trends.

. Negotiated salaries, sign-on bonuses, and relocation allotment to

prospective candidates.

. Attended job fairs, coached employees, recommended training seminars,

and resolved issues.

Employee Stock Ownership Plan Administrator

Administered the contribution plan for 1,300+ members.

. Ensured ERISA, IRS, and DOL regulations while coaching and counseling

participants.

. Distributed benefits, loans, dividends, and diversification of plan

assets to participants.

Customer Service Supervisor

Supervised the policy accounts unit operations, consisting of 7 personnel.

Responsible for the control/collection of premiums with an emphasis on

customer service

EDUCATION & SKILLS

Massachusetts College of Liberal Arts Bachelor of Arts in English

Communications Concentration

Lotus Notes Microsoft - Word, Excel & PowerPoint Taleo BrassRing -

Kenexa

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