Customer Service Human Resources

RHONDA M. VIVOR

**** ********* ***** • Augusta, GA 30906 • 706-***-**** • ********@*****.***

SUMMARY OF QUALIFICATIONS

• Over eight years professional experience to include human resources, leadership, training, call center and customer service.

Profound ability to communicate effectively both in written format and oral presentation.

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• Impressive reputation for team building and motivating others.

• Resourceful and detail-oriented; skilled problem-solver.

• Immense ability to multi-task and establish priorities.

PROFESSIONAL EXPERIENCE

Employee Relations Specialist October 2009 to Present

GA Department of Behavioral Health & Developmental Disabilities, Gracewood, GA

• Provide guidance to management and staff on all human resources issues related to employee relations.

• Conduct various classes for managers.

• Review and approve disciplinary action requests.

• Create and revise human resources policy.

• Conduct administrative reviews and investigations of manager and/or employee concerns, defines and analyzes the issues, and

provides recommendations for resolution.

• Investigates employee grievances, and provides consultation to employees regarding applicable policies and procedures and

options for resolution of concerns.

• Conduct timely investigations, prepare documentation and make recommendations for corrective/disciplinary actions.

• Advise and counsel management regarding employee job performance and behavioral issues.

• Review and approve all involuntary separations with the assistance of DBHDD-Employee Relations.

• Conduct day one of New Employee Orientation.

• Complete unemployment insurance questionnaires submitted Georgia Department of Labor.

• Attend unemployment hearing, both telephonic and in person.

• Work with departments to support improvement efforts including advocating for and training on critical thinking, interpersonal

problem-solving, and positive communication interactions between staff, managers, and consumers.

• Review applicant Criminal Checks to determine employment eligibility.

Employment Manager (Promotion) April 2008 to May 2009

Bellagio Resort and Casino, Las Vegas, NV

• Managed and controlled the hiring and separation process.

• Ensured a streamlined positive experience for all customers, candidates, employees & management.

• Managed hiring process from application stage to new hire orientation for all divisions/departments of resort.

• Responsible for creating, maintaining, and posting job announcements for all open positions.

• Utilized various matrix to measure areas of success and improvement.

• Managed and supervised Employment staff to ensure outstanding service is provided to management/employees.

• Coordinated staff meetings, employee schedules and requested time off.

• Ensured legal compliance through collection of immigration documentation required licensing, etc.

• Managed the process for candidate interviews, drug testing, and new hire processing.

• Maintained established operational and service standards.

• Managed projects.

Assistant Manager of HR Compensation (Promotion) October 2007 to April 2008

Bellagio Resort and Casino, Las Vegas, NV

• Audited data input on daily audit report.

• Monitored payroll data for accuracy and licensing requirements to ensure compliance.

• Effectively managed staff to ensure all duties were being performed and tasks are being completed.

• Posted and filed Personal Action Notifications.

• Established and maintained professional relationships with Vice Presidents, Directors, and Managers to ensure all positions and

pay rates are current and accurate.

• Handled employment verifications as well as immigration issues.

• Prepared monthly reports for managers, directors and other executives.

• Maintained confidential employee files.

Compensation Coordinator January 2006 to October 2007

Bellagio Resort and Casino, Las Vegas, NV

• Maintained compensation records.

• Assisted management in daily activities.

• Processed new hire, transfer, wage change, and other documentation for company employees.

• Participated in annual increases and mass wage changes.

• Maintained company compendium and organizational charts.

• Worked with department heads to ensure all positions and pay rates are current and accurate.

• Handled employment verification as well as immigration issues.

• Prepared monthly reports for managers, directors and other executives.

• Maintained confidential employee files.

Customer Loyalty Representative October 2005 to January 2006

Zappos, Las Vegas, NV

• Answered incoming phones from existing and prospective customers.

• Provided excellent customer service.

• Placed orders at customer request.

• Assisted customers with decision making of purchase.

• Provided product information to customers.

• Answered customer emails.

DOL Services Specialist, Advanced (Promotion) May 2004 to July 2005

Georgia Department of Labor, Augusta, GA

• Facilitated workshops to job seekers to include resumes, interviews, orientation of services provided, and skills identification.

• Conducted interviews/assessments to obtain accurate and complete information on clients and to determine employability.

• Participate in local job fairs as recruitment effort to find suitable candidates for open positions.

• Assessed training needs of clients to make appropriate referrals to educational, training, and/or placement services.

• Initiated and maintained professional relationships with area employers to provide suitable candidates/applicants.

• Provided on-the-job training on to co-workers in such areas as program guidelines, interviewing and networking techniques.

• Received complex and unusual cases from other staff and resolved by applying knowledge and expertise.

DOL Services Specialist March 2001 to May 2004

• Conducted interviews with job, program or unemployment insurance applicants to obtain pertinent information.

• Provided employment assistance, assessments, referrals, and training assistance.

• Processed unemployment insurance claims.

• Assisted laid-off workers in finding sufficient employment and re-enter the workforce.

EDUCATION and CERTIFICATION

• Master of Science Human Resources Management

Troy State University

• Bachelor of Science Criminal Justice

Savannah State University

• Global Career Development Facilitator Certification

Kennesaw State University

TECHNICAL SKILLS/CAPABILITIES

Operating Systems: Windows XP, 2000, Vista

Office Productivity: Word, Excel, PowerPoint, Outlook, Access

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