Customer Service Manager
Resume:
NICOLE JENKINS
***********.*@*******.***
Atlanta GA. 30331
HIGHLIGHTS OF QUALIFICATIONS________________________________________________________________________________
RESULTS-ORIENTED PROFESSIONAL with exceptional leadership abilities. 6+ years of exposure to human resources, business
development, marketing, management, and customer service. Proven success recruiting, developing teammates, and problem solving.
EDUCATION________________________________________________________________________________________________________
UNIVERSITY OF SOUTH ALABAMA, Mobile, AL
Bachelor of Science, Communication/Business Administration, 2005
EXPERIENCE_______________________________________________________________________________________________________
CINTAS, Mobile, AL (April 2010 - May 2011)
Human Resources Manager - Establish trust with employees. Ensure all performance reviews are conducted in a timely manner. Attract and
recruit qualified candidates for open positions through networking and community involvement. Conduct interviews and Partner
Retention Audits. Monitor and track benefits, FMLA, STD, and LTD. Implement organizational development initiatives to ensure
improved team performance and employee retention. Recommend developmental programs and activities. Conduct periodic compliance
audits (personnel files, I-9’s, timesheets/time clocks for overtime compliance). Oversee OSHA recordkeeping and Workers Comp cases.
Educate managers on OSHA policies. Conduct weekly staff meetings to keep managers abreast of company policies and updated safety
information. Coordinated monthly safety training for all employees to be administered, completed and logged in by company deadline to
ensure safety awareness and training compliance. Plan monthly team building events and service awards to boost employee morale.
Investigate employee complaints, direct line calls and provide guidance for the management team on coaching employees and company
policies.
• Responsible for all Human Resource functions for 3 locations (Mobile, AL, Pensacola, FL, and Document Management) with an overall total of
140 employees.
• The only Human Resource Manager regionally with three consecutive perfect scores of 100 on the Company Safety Audit.
• Improved OSHA TIR of location by 2.5%, a record for the location.
• Successfully completed extensive training in Meticulous Hiring, Corporate Culture Skill based Leadership, U.S. Department of Labor OSHA
Administration (10+ hour Course), and OSHA Recordkeeping.
• Created and implemented a new Orientation Process that has been used as a regional best practice.
• Dramatically improved Employee Engagement Score from the lowest in the region to the most improved location.
• Lead Pensacola, FL location to its first year with no injuries and the lowest auto incidence rate in the region.
WAFFLE HOUSE, Mobile, AL (September 2008 - April 2010)
Human Resources Manager - Responsible for maintaining 100% staffing for 16 stores in Mobile and Baldwin Counties. Conducted
interviews and background checks. Administered weekly new hire training involving completion of required hiring documents.
Performed random store visits to ensure employees are performing to Company and Health Department standards. Coached ongoing sales
techniques to promote exceptional customer service. Recruited managers and associates through working several college/job fairs.
Supervised and trained a team of Human Resource Specialists (HRS). Delivered weekly updates on staffing and opportunities of
improvement. Managed risk through effective problem solving and strictly following corporate guidelines.
• Improved moral and retention by 7% by connecting with employees and making them feel valued.
• Staffed, trained, and scheduled all employees for a new store location before store opening.
• Streamlined administrative processes by implementing new procedures and enforcing company standards.
• Improved relationship with local schools by implementing a Reading Rewards program.
ENTERPRISE RENT-A-CAR, Mobile, AL (September 2005 - September 2008)
Management Assistant - Assisted in overseeing a rental location with over $2 million in car fleet. Managed, trained, and motivated
management trainees responsible for all daily operations of a rental business. Accountable for preparing management trainees to pass the
Management Quality Index (MQI) or The Grill, an oral exam and interview. Developed contests to encourage employees to exceed our
new business goal requirements. Assisted in the development of regional policies and procedures to acquire higher Enterprise Service
Quality Index (ESQI) scores.
• Selected as Branch Corporate Accounts Manager where I consistently met the corporate goal of 3% in generating new business.
• Oversaw a project that resulted in a significant ESQI score improvement from 66% to 82%, exceeding the company goal by 2%.
• Appointed to Lost Control Coordinator, responsible for all rental claims against insurance companies.
•
Trained 3 management trainees in successfully completing the MQI.
Management Trainee - Cold-called potential new clients and sold rental programs to fit customer needs both regionally and nationally.
Expanded existing business by meeting with current corporate account members. Worked with insurance companies for claim
adjustments. Developed relationships with local businesses to accommodate their rental preferences. Gave sales presentations on the
company's corporate rental packages to business owners and decision makers throughout the Eastern Shore and Mobile. Attended
corporate sales training and ethics seminars to maintain strong working knowledge of product features and benefits.
• Awarded Top Power Ranking Performer for 2 consecutive months for exceeding company goal by over 12%.
• Passed MQI with a perfect score of 100.
• Sold multiple regional and national accounts, one of which generates over $100,000 in revenue annually.
TECHNICAL SKILLS________________________________________________________________________________________________
Safety Logic, Taleo Staffing System, E-Verify, Microsoft Office (Word, Excel, PowerPoint, Access), Microsoft Windows (95, 98, ME, XP,
Vista), Corel WordPerfect, RALPH, ARMS, Internet.
REFERENCES AVAILABLE UPON REQUEST
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