Customer Service Manager
Resume:
Charlene Barnes
Upper Marlboro, MD
Email: *********@*******.***
EXPERIENCE
Eagle Publishing Inc., Washington, DC 2007 Present
Human Resource Manager
Develop and manage all HR functions including but not limited to employee relations, compensation,
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benefit plans, 401k, FLMA, payroll, reporting, HRIS, employment, and recruitment
Provide HR advice & counsel to the organization’s senior staff and management
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Handle all employee benefit communications, including open enrollment materials.
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Manage & maintain ongoing relationships with outside consultants, brokers, carriers, and third party
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vendors.
In Phonic, Inc., Upper Marlboro, Maryland 2005 – 2007
Human Resource Manager
• Provide HR support for fast paced, multi-location staff of 500 + employees.
• Manage all aspects of the day to day HR function for the Largo location, which included
distribution/manufacturing and call center environments.
• Oversee New Hire Orientations and processes for new employees.
• Point person for all Sr. Management for dealing with employee issues.
• Point person for dealing with all external Government agencies.
• Represent management at all external hearing and appeals relating to employment at the Largo facility.
• Handle all company exit interviews for Largo site.
• Administer benefit programs, including leave of absences (disability, FMLA, personal); claim processing;
open enrollment, COBRA processing, Workers Compensation, EEOC, Workforce safety, and OSHA
• Review complex benefit issues with employees while assisting with interpretation of programs, providing
solutions and resolutions to issues.
• Assign HR Coordinator on tasks & responsibilities to support departmental functions.
• Assist with the implementation of self service HRIS database and creation of internal HR website
development.
• Work closely with the Benefits, Payroll and Compliance functions on issues related to benefits, compensation,
salary surveys and Sarbanes-Oxley compliance for the Largo facility.
• Manage temporary employment resource relations for the company’s multi-locations.
• Manage on going departmental projects, such as compensation management, organizational development and
training
Grant Park Care Center, Washington, DC 2005
Acting Human Resource Director
• Provided HR support for a long term care facility of 300+ employees.
• Directly responsible for the Front Desk Receptionists, Payroll and HR Staff.
• Oversaw all employee relation initiatives.
• Oversaw the facility’s recruitment and retention efforts.
• Managed staff recruitment functions by developing and implementing recruitment strategies and interviewing
guidelines.
• Analyzed the information provided on a prospective candidate’s resume or application.
• Conducted appropriate interviews and determine the suitability of each applicant for employment.
• Worked collaboratively with mangers to ensure that a high caliber of staff hired in a timely manner.
• Coordinated recruitment efforts including appropriate job fairs and other recruiting resources.
• Oversaw processing of employment applications following proper hiring procedures including all pre-
employment processing as required.
• Participated in all employee counseling and disciplinary actions including all terminations.
• Compiled all paperwork as it related to employee legal case and charges.
• Distributed and tracked performance evaluation data to Department Heads and Facility Administrator.
• Compiled data and prepared weekly/ monthly reports as required.
• Compiled and maintained records for use in employee benefits administration.
• Attended mandatory meetings and training sessions as required.
• Ensured HR compliance as it related to annual State Survey and JHACO requirements.
• Performed all other duties as assigned by Facility Administrator and or/Regional HR Director.
• Managed on going organizational projects.
In Phonic, Inc., Upper Marlboro, Maryland 2003 – 2005
Human Resource Generalist
• Provided HR support for fast paced, multi-location staff of 400 + employees.
• Managed the administration of company group benefit plans that included medical, dental, life, disability and
401(k)
• Responded to and resolved insurance/benefit problems and questions.
• Reconcile monthly insurance invoices.
• Assisted with managing the open enrollment process.
• Maintained hard copy filing system of pending applications, active employees and inactive employee files.
• Managed client staff recruitment functions by developing and implementing recruitment strategies and
interviewing guidelines.
• Analyzed the information provided on a prospective candidate’s resume.
• Conducted appropriate interviews and determined the suitability of each applicant for employment.
• Worked collaboratively with mangers to ensure that a high caliber of staff was hired in a timely manner.
• Ensured that the appropriate candidate was notified of all hiring and related employment functions such as
completion of health and employment insurance.
• Assisted with the coordination of recruitment efforts including appropriate job fairs and other recruiting
resources such as online networking.
• Completed and submitted check requests for the various vendors that provided services to the organization.
• Handled employment verification, reference checks, and background checks.
• Processed employee personal action forms.
• Managed Call Center.
• Responsible for coaching, training and successfully leading over 50 Call Center Reps.
• Managed on going departmental projects.
FDIC, Washington, DC 2002- 2003
Information Specialist
• Provided knowledgeable responses to bankers and public regarding Federal deposit insurance.
• Extensive report analysis on variances of actual and budget.
• Responsible for all aspects of Office Administration.
The American Cancer Society, White Marsh, MD 2002
Patient Resource Specialist
• Managed inquiries regarding the ACS programs and services
• Managed and coordinated product information lines for patients, clients and hospital coordinators.
• Participated as a key team member in implementing knowledge to cancer patients with product knowledge.
Baltimore Sun, Baltimore, MD 2001-2002
Customer Service Manager
• Established extensive public relations with various Clients and staff.
• Managed 35+ Customer Service Reps and the daily operations of large Call Center environment.
• General recruiting of staff and clients as required.
CFWD, Baltimore, MD 2000-2001
CFWD,
Assistant Conference Consultant/Coordinator
• Coordinated monthly meetings with 50+ members Conference Planning Committee.
• Provided communications to Conference Planning Committee via email, fax, phone and mail.
• Researched and provided cost analysis of services and products needed for conference.
• Ordered and Purchased meeting and conference material.
• Created and maintained an Access database for conference mailing and contact lists.
• Scribed and distributed minutes for each pre-conference planning meeting.
• Managed the conference registration process and performed other related duties.
MCI, Arlington VA and Hunt Valley, MD 1986- 1998
MCI, Arlington
Telecommunication Manager
• Managed Customer and Client billing services.
• Managed the billing and contract compliance activities associated with MCI’s corporate National Accounts
and billing analysts assigned to the account base of $32 million in monthly revenue.
• Responsible for hiring, training, coaching and managing staff of 15-50 inbound call center employees.
• Maintained work environment that encouraged and promoted teamwork and morale while achieving
established customer service and sales objectives.
EDUCATION
University of Baltimore – Baltimore, MD 1996
BS Degree Business Administration
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