Customer Service Management
Resume:
Jamie Scott Roberts
Gallatin, TN 37066
***********@*****.***
SENIOR RECRUITER
Decisive, results-focused professional experienced in directing full cycle
recruiting processes; managing, motivating and mentoring a recruiting
staff. Sourcing, recruiting, credentialing and hiring professionals from a
variety of disciplines; Multi-site programs and projects while delivering
substantial revenue.
Core Strengths:
?Team Building ?Full Cycle Recruiting ?Client Relations/ Negotiations
?Quality Assurance
?Performance Management ?Passive & Active Candidate Sourcing ?HR Management
Functions
?Project Design Reviews/ Improvements ?Joint Commission, Federal and Local
Employment Regulations
Employment Background
2008- 2011 Favorite Healthcare Staffing
Detroit, MI/ Nashville, TN
Director of Client Services (2009- Present)/ Branch Director (2008-2009)
Promoted from Branch Director to Director of Client Services to direct and
implement a new delivery model consolidating recruiting activities of
multiple regions into one virtual office; worked directly with a cross-
functional team including Senior Management. Directed and maintained
recruiting for seven geographic regions; including Clinical Health, Allied
Health, and IT support positions.
Branch Director
. Directed full cycle recruiting activity within the branch; averaged 80
new hires per year.
. Functioned in a lead role including operational and account
management, staff training/mentoring, metrics and reporting, and
policy and procedures development
. Increased revenue 81%, managed P & L for $2.5M annual revenue and
reduced DSO by 40%
Director of Client Services
. Worked closely with Business Partners, Regional Account managers and
Senior Level clients to create progressive workforce plans; Developed
and maintained effective recruitment strategies and execution of
supportive staffing plans
. Utilized workforce management software to forecast business partner
needs and manage in-house day to day recruiting focus and activity
. Applied applicant tracking technology and reports to establish/review
weekly recruitment metrics and identify trends. Utilized results to
train and coach recruiting team to optimize activity and ensure
measurable gains in efficiency and effectiveness
. Responsible for directing, motivating, coaching and disciplining a
recruiting staff of 10.
. Wrote, reviewed and revised training modules for all existing and
future employees improving the capabilities and drive standardization
across the new division
. Streamlined processes for a "Virtual Recruiting Model" that increased
new hires to 25 per month and decreased the hire cycle by 40% while
facilitating improved compliance within multiple states and Joint
Commission; Increased state and Joint Commission compliance from 83%
to 100%
2007-2008 Select Staffing
Livonia, MI
Program Director
Hired to lead multiple projects simultaneously; including streamlining and
consolidating existing procedures to reduce costs and increase staff
efficiency and direct the launch of a warehouse and distribution facility.
I worked with Senior-Level client representatives in Distribution, IT,
Production and Customer Service daily to plan every aspect of the launch
project and to give up to date status reports and reported all progress and
difficulties to my direct supervisors weekly. Responsible for directing
daily meetings with my team to identify focus areas of the project that
required attention and encouraged open problem solving to correct
processes.
. Introduced technologies and streamlined current processes that
resulted in a reduction of man-hours by 20% and an overall cost
savings of 23%
. Responsible for the development, implementation and management of the
full cycle hiring process for over 300 supervisory, clerical and
production employees at a fill rate of 100%. Independently produced
65% of the launch facility's workforce
. Expanded recruiting efforts to minority specific avenues in order for
client to reach its workforce diversity goals
. Developed workforce management and recruiting metrics in order to
optimize sourcing and recruiting procedures and to evaluate client
needs to forecast staffing for the facility through various stages of
production while maintaining the flexibility of variations in this
progression
. Performed market compensation research, analysis and reporting to
ensure initial wage structure would attract top talent. Research led
to a reduction in initial wage offering resulting in a 15% saving for
the client
. Responsible for the mentoring and directed recruiting/technical
training for a recruiting team of 10
2006-2007 Adecco Bingham
Farms, MI
Branch Manager
Directed all recruiting and business development initiatives for
professional level staffing company, including employee recruiting, in-
house staff on-boarding and development, generating new clients and new
opportunities with business partners; responsible for responsible P&L
management
. Directed full life cycle recruiting and pre-employment operations for
entry level up to senior level professional positions. Branch hired 65
employees per year and managed a workload of an average of 20 open
requisitions per month
. Led weekly training workshops for in house recruiters that were
designed for their professional growth through monitoring team
compliance with screening/ interviewing methods, recruiting processes/
procedures and employment law
. Directly managed payroll, time entry, and general Human Resource
functions of 130+ employees
. Participated in Quarterly Business Reviews with clients in order to
project their staffing needs for the next quarter and to ensure
optimal client satisfaction
. Completed weekly and monthly branch operational audits to ensure that
all corporate, federal, state and ISO employment regulations were met
. Responsible for 140% growth in revenues, 20% growth in profit margin
and reduced DSO 50%
2004-2006 Employment One
Warren, MI
Branch Manager
Responsible for the strategic and management functions of a high-volume
start-up clerical/ light industrial staffing office; interviewed, hired,
trained and coached staff of eight employees. Challenged to improve branch
efficiency and staff performance while managing the planning and progress
of new initiatives within the team and ensured compliance with standard
corporate procedures.
. Responsible for $1.5M in annual sales
. Assessed and responded to Organizational Readiness issues and other
key issues in a timely manner and reported all information to Senior
Management
. Directed full life cycle recruiting of entry level through middle
management employees
Education
2000- 2001 Oakland University
Rochester Hills, MI
Bachelor of Arts Political Science
. Exceptional academic performance led to my selection to the National
Gold Key Honor Society in the fall of 2000.
1997- 1999 Macomb Community College
Warren, MI
General Studies
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