Customer Service Human Resources
Resume:
SUMMARY
Bilingual Human Resources professional with nine plus years of management
experience. Background includes case management, new employee orientation,
payroll administration, recruiting, staffing, training, benefits, staff
development, and performance management. Executive management includes five
years experience in residential care/health care including areas of
marketing, customer service, building and grounds management, facility
restoration, budget control, personnel/employee relations, recruiting, and
food service management, I possess strong work ethic, leadership, problem
solving, office and interpersonal/group skills. I have demonstrated
exceptional customer service skills while increasing sales and profits.
Decreased employee turnover and increased employee satisfaction.
AREAS OF EXPERTISE
V Case management for various clients - includes assessments of needs,
management of schedules as designated by clients, updated Master Plan of
Care and matching the appropriate caregiver. Worked with client and
family to ensure expectations were met and clients' needs addressed.
V Recruit and staff open positions daily to provide support for elderly
clients in need of home care. Evaluated two to three applicants per week,
for potential employment, matching them to meet job requirements for
interpersonal skills, technical expertise, and personality match to home
care clients.
V Developed and implemented monthly newsletter to facilitate increased
communication between employees and upper level management.
V Scheduling for numerous elderly clients, matching caregivers to fulfill
clients' emotional and physical needs. Also, looked at personalities in
matching clients and caregivers.
V Conducted weekly orientation for new employees as part of the welcoming
program to ensure employee integration in company culture and enhance
employee retention.
V Main point of contact for primarily Spanish speaking clients and
employees.
EXPERIENCE
Employee Relations Coordinator, Caring Companions, SA TX July, 2008 -
Present
1. Case management for elderly clients, including assessments and
scheduling.
2. Staffing of caregivers to clients by matching personalities with
availability, area and skills.
3. Bilingual caregivers/clients: Handle all communication with
predominately Spanish speaking clients/caregivers
4. Marketing recruiting, including participating in marketing meeting,
job fairs and other events.
5. Tracking schedules and monitoring changes in client and employee
schedules on a daily basis.
6. Recruit for new staff by meeting monthly with prospective employees
at vocational or trade schools.
7. All aspects of employee management including hiring, discipline
evaluations and termination.
8. Designed and distributed a monthly newsletter, which included
recognition a program for employees, and care giving tips and
important changes in policies.
9. Redesigned the Caregiver Evaluation Forms/Procedures.
10. Assist in implementation of all disciplinary procedures with
caregivers.
11. Assist in implementation of all human resource policies and
procedures.
12. On Call Responsibilities/Manager on Duty/24 Hours one weekend per
month
HR Generalist, CentroMed, San Antonio, Texas March, 2008 -
June, 2008
. Revised Orientation Process: Streamlined paperwork requirements
(including deletion of unnecessary forms) and cut process to half
day as requested by upper management. Non-Employee Orientation:
Revised Non-Employee Orientation paperwork to be in compliance with
JACHO standards. Assist HR Credentialing Clerk in the process of
ensuring quick compliance with JACHO standards and helping hiring
managers with putting them to work faster, by getting temporary
privileges.
. Increased recruiting efforts due to close relationships with
approximately 6 vocational schools. Increased applicant pools
reducing time to fill open position. Started Excel Applicant
tracking system to track prospective employees. Process all I9s in
order to ensure compliance with government regulations.
Implementation of EEO1 tracking system for future federal reporting
requirements. Train HR Clerks on the laws as necessary.
. Attended job fair, created recruitment flyers, job available lists,
and display board, etc. Monitored internal website posting of
available positions and implemented use of various recruiting
websites at little or no cost to company.
. Open Enrollment of Benefits: Set up schedule for open enrollment,
taking into account clinic hours, doctor schedules so as not to
interfere with employee work load. Input all benefit information
for each employee into the Employee FLMA: Followed through with
FLMA compliance and reporting, responding promptly to employees as
the need arises.
. Pulse: Revised The Pulse, the biweekly newsletter, to a more
professional appearance and provide more useful information for all
staff.
Scheduling Coordinator, Caring Companions, SA, TX November, 2006 -
February, 2008
13. On Call Responsibilities/Manager on Duty/24 Hours one weekend per
month
14. Staffing of caregivers to clients by matching personalities with
availability, area and skills.
15. Bilingual caregivers/clients: Handle all communication with
predominately Spanish speaking clients/caregivers
16. Marketing recruiting, including participating in marketing
meeting, job fairs and other events.
17. Recruit for new staff by meeting monthly with prospective
employees at vocational or trade schools.
18. All aspects of employee management including hiring, discipline
evaluations and termination.
19. Designed and distributed a monthly newsletter.
Business Office Director, promoted to Assisted Executive Director
Emeritus Assisted Living, SA, TX March, 2002 - October, 2006
20. Employed with two Emeritus Assisted Living Communities - Kingsley
Place at the Medical Center and Woodbridge Estates during the four
years.
21. Started as Business Office Director, promoted within months at
each Community.
22. Business Office: Accounts Payable, Receivables, Collections,
Customer Service
23. Marketing: Receiving, assessing and touring prospective elderly
residents via walk-in or telephone
24. Tracking Reports: income, payables, resident census, and employee
25. Administrative: Assist Executive Director in all aspects of
business
26. Human Resources: Recruiting, Payroll, insurance, employee
relations and paperwork
27. Risk Management: Drug/Alcohol Screens, Employee Injuries
Circle Electric Company Jan, 1998 - March, 2002
28. Office manager for Electrical Contracting Company - Residential
and Commercial
29. Business Office: Accounts Payable, Receivables, Collections,
Customer Service
30. Tracking Reports: income, payables, and employee records
31. Administrative: Assist owner in all aspects of business
32. Human Resources: Recruiting, Payroll, insurance, employee
relations and paperwork
33. Risk Management: Drug/Alcohol Screens, Employee Injuries
EDUCATION
University of the Incarnate Word, San Antonio, Texas Fall, 2006 - Fall,
2007
B.A., Human Resources, December, 2007
GPA: 3.33, Major GPA: 3.95.
University of Texas at San Antonio, San Antonio, Texas Spring, 1995 -
Spring, 1996
GPA: 3.0. Curriculum primarily consisted of core courses with emphasis on
accounting and business administration.
San Antonio College, San Antonio, Texas Fall, 1988 - Fall, 1994
A.A., Liberal Arts, Fall, 1994
GPA: 3.5, Major GPA: 3.5. Curriculum primarily consisted of core courses
with emphasis on academic studies.
Austin Community College, Austin, Texas Fall, 1991
GPA: 3.41, 12 hours. Curriculum primarily consisted of core courses.
AFFILIATIONS
San Antonio Human Resource Management Association, Member since 07/2010
P. O. Box 690248; San Antonio, TX 78269-0248; Phone: 210-***-****; Fax:
Currently working on PHR Certification; Class starting September, 2010;
Test in January, 2011.
VOLUNTEER
Various Employers, San Antonio, Texas
Recruiter, 2002 - Present
During the last eight years of employment I have consistently maintained a
connection with career development specialists in the Vocational and Trade
Schools. I have volunteered my time to help with seminars on interviewing
tips and techniques for students about to complete their education. In
addition, I help with mock interviews for students to gain confidence in
their interviewing skills.
REFERENCES
Tommy Monaco, Owner of Circle Electric Co. Office: 210-
341-2921
Previous Employer
Two Burwood Lane #1; San Antonio, Texas 78216
Sylvia Granado, LVN, Long Time Acquaintance C
835 Clower; San Antonio, Texas 78212
Ruben Rodriguez, Express News Division Manager C 210-
288-3270
Previous Employer/Supervisor
270 Covina; San Antonio, Texas 78218
Edgar Gonzalez, Friend C 210-***-****
5517 Borchers; Kirby, Texas 78219
Brenda Pitts, Co-Worker and acquaintance of 5 yrs +
6919 Flagstone; San Antonio, Texas 78219
Sharon Tijerina, Colleague and acquaintance of 6 yrs + 210-270-
3003; C210-410-3720
Adult Protective Service Worker; Worked for Career Point Career College
previously.
Contact this candidate