Customer Service Management

Michelle M. Ralph

** ******** *****, ********, *******, L6R 2H1

Phone: 416-***-**** Email: ********.*******@*****.***

Employment History

Aerotek ULC Senior Customer Support Associate

Mississauga, ON August 2004 to December 2012

Aerotek is North America’s largest technical staffing firm specializing in recruiting and managing contract labour in the fields of Contract Engineering, Scientific, Aviation, Environmental Consulting, Light Technical, and Commercial.

The Customer Service Associate (CSA) is typically responsible for all day to day management of Aerotek’s contract labour pool including all aspects of HR and Payroll administration, scheduling, travel booking, and relationship management. As I was a member of a growing team I took on a number of atypical responsibilities including training of all new employees, managing day to day client relationships, managing internal vacation and benefits administration, and special projects specific to the office.

HR and Payroll Administration:

- For all new contractors I took the lead on completing pre-employment contracts and documentation, as well as addendums, contract extensions or project specific changes that take place during the course of their work.

Communicated the details of our agreement ahead of time to ensure a solid understanding of key details

Handled any and all questions or concerns with the standard agreement including changes to be made

I sit personally with each contractor to review all paperwork to ensure that all documentation is present and complete in compliance with federal and provincial standards, and to begin building a personal relationship.

Act as the primary point of contact for any follow up questions that occur during the contract about specific clauses in the agreement

Also responsible for communicating and processing contract completion and termination

- I played the lead role for our payroll for as many as 275 contractors. We pay each of these 275 contractors weekly, despite their widely varying rates and numbers of hours worked.

Set the standard process with each contractor to ensure they understand their role in being paid accurately and on time.

Maintained an open and friendly relationship with each contractor to ensure easy and comfortable interaction

Maintained similar relationship with our client’s management who I need to approve all 130 timecards weekly

Communicated weekly with contractors and clients regarding any issues, missing paperwork, or special circumstances such as expenses, sick leave, holiday pay, vacation pay, per-diem for travel etc.

Entered hours and rates for each contractor. My accuracy was consistently at 95%-100% (error free)

It’s my responsibility to get all hours reported and approved by end of day Monday; if I do this then Aerotek is able to pay every single contractor reporting to the Mississauga office by Friday of the same week. My strong personal relationships and attention to detail ensure that Aerotek maintains its industry leading turnaround time. This is a major source of contractor loyalty, and a major competitive advantage for Aerotek.

Tools used include Peoplesoft (Oracle) (similar to Kronos, ADP, and other industry standard HRMS and Payroll tools), Aerotek proprietary time and expense systems, client’s internal time and expense systems (Beeline, Fieldglass, and proprietary systems), Siebel and Aerotek Proprietary CRM systems.

Office Management:

- I was placed in position to take on a number of other roles within the head office.

From August 2004 through to mid 2006 I was responsible for front reception and for managing incoming calls

Taken on an active role in training Account Managers and Recruiters on their responsibilities relating to contracts, payroll, HR policy, and relationship management both within the office and with external contacts

Manage the budget and inventory of all promotional materials and office supplies and vendors (iron mountain, building maintenance, IT and phone support etc)

Help lead in all office events including internal team-building events, client-focused and promotional events, and contractor events (holiday parties, team dinners, etc)

Assist Sales and Recruiting teams with presentations and reports (MS Excel and Word)

U-Haul Rental Company Assistant Manager

Brampton, ON February 2001 to Aug 2004

Scheduling employee shifts

Ensuring compliance with company standards and policies

Qualifying customers for equipment that was right for them

Assisting with storage move ins and outs; solving storage problems

Greeting customers and assisting with questions or concerns

Responsible for auditing and depositing weekly and daily amount

General office duties; opening and closing process, showroom maintenance.

Assisting with rentals and returns, distribution of collection calls and letters, taking equipment reservations/payment

Responsible for interviewing, hiring and training new employees process

Bi-weekly meetings with Vice President of U-Haul to express ideas, concerns on new procedures and solutions

Education

Heart Lake S.S Fall 1996-Spring 2000

High School leaving diploma

Sheridan College

Leadership Development Certificate 2011 – Present

Health and Safety Certificate for the Office August 2012

Mississauga, ON

Volunteer Activity

Derry Down PS Winter 2007 to Summer 2008

Weekend School Activities for elementary students

Red Dawn Material Arts 2007-2009

Kickboxing Instructor

Interests

Health and Safety (Currently on the Joint Health and Safety board)

Working out (Insanity)

Enjoying time with family and friends

References Available Upon Request

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