Customer Service Human Resources

Jillian L. Ortman

*** ***** ***** *****, *********** Towship, OH 44077

440-***-****

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

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PROFESSIONAL EXPERIENCE

Cleveland Clinic, Beachwood, Ohio 11/12 to current

Cleveland Clinic is committed to principles as presented in the United

Nations Global Compact, a strategic policy initiative for businesses that

are committed to aligning their operations and strategies with universally

accepted principles in the areas of human rights, labor, environment and

anti-corruption. With 5,000 stakeholders from more than 120 countries, it

is the world's largest voluntary corporate citizenship initiative.

Client Recruiter

. Work directly with hiring managers to ensure a smooth and seamless

hiring process

. Schedule candidates for background check, drug testing and new hire

orientation

. Extend internal and external offers to qualified candidates

. Analyze internal equity with compensation department to determine fair

and competitive salaries

. Deliver excellent customer service to clients

Menorah Park Center for Senior Living, Beachwood, Ohio 5/09 to 11/12

Menorah Park Center for Senior Living is one of the nation's leading

institutions in the advancement of compassionate, innovative and

comprehensive healthcare services.

Recruiter, Human Resources

. Responsible for screening and hiring State Tested Nursing Assistants

who deliver quality care to the residents

. Oversaw the recruiting and staffing of the Nursing Assistant Training

Program

. Interviewed candidates for department managers to assist in hiring

needs

. Coordinated with Nursing Department and management to set and attain

recruitment goals

. Conducted exit interviews with staff members to determine areas for

improvement

. Organized, collected and reviewed new hire paperwork for accuracy

. Input new hire information into employee database and maintain

accurate records

. Arranged candidates for pre-employment background and drug testing

procedures

. Accountable for completing thorough reference checks for potential

candidates

. Assisted and provide front office coverage with answering incoming

calls and employee

. Successfully created college internship program

. Found and managed government grant program that brought in over

$30,000 in additional funds to Nursing Department

. Managed and administered emergency employee loan program

. Researched and responded to unemployment claims to ensure company's

stance for a successful outcome

. Participated in unemployment hearings to defend company's position

against claimants

. Initiated and conducted monthly job coach meetings with new staff

members to ensure a smooth transition into their new role

. Managed and administered FMLA and leave of absence paperwork to

employees as needed

. Assisted in administering the annual supervisor evaluations for 1100

employees

. Contributed with benefits enrollment for employees to ensure paperwork

is accurate and meets deadlines

. Promptly responded to employee relations issues with confidentiality

and professionalism while building relationships with employees

ALERIS INTERNATIONAL, INC. Beachwood, Ohio 8/07

to 3/09

A global leader in the production of aluminum rolled products, recycled

aluminum and specification alloy products.

Human Resources Specialist

. Conducted in depth phone and in person interviews for a broad

spectrum of skilled candidates and positions

. Screened incoming resumes for qualifications and aligned

potential candidates with opportunities

. Worked with upper management in hiring recommendations based on

the applicant's skill level, personality and overall

fit for the position

. Responsible for making employment offers to candidates

including both verbal and written

. Consulted and assisted with managers on compensation,

performance issues, benefits and recruiting issues

. Coordinated and participated at local career fairs held by

local colleges and universities

. Coordinated all New Hire Orientation Presentations for

employees

. Maintained all personnel records, employee files and related

confidential information

. Ensured all new hire paperwork was completed and appropriate

background investigations; drug testing and/or reference checks were

in compliance

. Assisted in maintaining data integrity of HRIS/Payroll system

. Processed all terminations in HRIS system and assisted

management in the exit interview process

. Closed job files, ensuring all EEO information was properly

maintained and filed

. Organized and coordinated the annual Human Resource Conference

for corporate and national HR

Representatives including travel, hotel, meeting arrangements, team

activities

. Resolved employee relations issues promptly and with

confidentiality while building a satisfactory work environment

. Assisted management in completing effective performance

evaluations in a timely manner

. Created New Hire Satisfaction Survey to track employee

satisfaction with the interview and onboarding process

. Provided assistance to employees with benefits administration

STERIS CORPORATION, Mentor, Ohio

12/05 to 6/06 and rehired 8-06 to 8-07

World's pre-eminent infection prevention, decontamination and critical and

surgical care company, with thousands of customers in more than 60

countries.

Customer Support Representative

. Represented New Hire Program for Customer Service Department

. Promoted by management to new Returns Department role within the

Customer Service Group

. Investigated and recorded distribution complaints with the Quality

Department and the Director of Distribution to ensure timely action

and resolution

. Supported all inbound customer calls

. Possessed a high degree of initiative with focus on customer

satisfaction

. Assisted in reducing purchasing errors by 10% in 6 months

. Worked with the Corporate Accounts Supervisor and the Director of

Distribution to investigate price discrepancies advised by

Collections, Sales or the customer

. Resolved customer product inquiries utilizing company database

. Analyzed and interpreted monthly spreadsheets to reduce returns and

purchasing error

THE PRINCETON REVIEW, Beachwood, OH

06/04 to 10/05

Educational Preparation Company specializing in offering test prep courses

and tutoring for standardized aptitude tests and college/graduate tests

world-side.

Assistant Director of Marketing

. Recruited, interviewed and screened potential employees

. Accountable for staffing, presenting, coordinating and post-completion

follow up for marketing events

. Established four new partnerships with local schools in less than twelve

months

. Increased prospective customer database by 15% in less than twelve months

. Handled a heavy volume of phone calls in a fast-paced environment

. Coordinated with Area Director and established strategic marketing and

budgetary goals on a weekly basis

EDUCATION

BACHELOR OF SCIENCE Communication Studies, Minor in Psychology

Ohio University, 2000-2004

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