Customer Service Manager
Resume:
JENNIFER M. VALDEZ *** E. **th Street
Upland, CA 91784
***********@***.***
Strategic Operations/ Human Resources Manager
Actionable Strategy with Tangible Results
Talented, dedicated and versatile leader with proven record of
accomplishment in exceeding comprehensive business goals and objectives.
Demonstrated success in strategic and tactical business planning, team
leadership, project management, budgets and cost containment, multi-
location expansion and management, and well-rounded decision making.
Efficient and organized with a consistent record of bringing productivity
to new heights. Skilled problem solver able to pinpoint and resolve cause
in early stages to avoid costly interruptions in operations. Positive,
dedicated demeanor and leadership style that is consistent with getting the
best from a team.
Key Areas of Expertise Transferable Across Industries:
Effective recruitment strategies Strategic Planning and Execution
Change Management State and Federal Compliance
Financials: Cost Controls, Budgets, Remote Multiple Branch Management
P&L
Employee counseling, performance Employee Training
reviews
SOPs, IIPP development and Risk Reduction, OSHA, Regulatory
implementation Compliance
Process Reengineering/Improvement Team Leadership and Mentoring
EXPERIENCE & ACHIEVEMENTS
FULL STEAM STAFFING, LLC. Start-up light industrial employment agency
with 7 offices nationwide.
REGIONAL OPERATIONS MANAGER in Rancho Cucamonga, CA
2009 - PRESENT
Actively recruited and trained Branch and On-Site personnel using risk-
reduction strategies to perform placements designed to improve Client's
employee retention. Managed customer service, Unemployment Claims, Workers
Compensation Claims, and weekly Labor Analysis/ Turnover/ Safety Citation
and Accident Tracking Reports. Developed Overhead Employee Handbook,
Temporary Employee Handbook, Injury and Illness Prevention Plan (IIPP) and
revised Overhead Employee Application.
Selected Accomplishments:
. Established first Branch Office in West Coast Operations and grew
temporary employee workforce to nearly 200 within 5 months.
. Reduced lost time with injured employees by establishing strong
working relationship with local Clinics and implementing an intensive
Return-to-Work Program.
. Processed weekly payroll for in-house temporary employees and two On-
Site locations using payroll export bridge.
SELECT STAFFING National employment agency specializing in light
industrial, clerical, and transportation placements.
AREA MANAGER in City of Industry, CA
2008 - 2009
Area Management leader with 2 branch offices, 8 On-Site locations, and 20
direct reports. Maintained financials including P&L, budgeting, and cost
controls. Streamlined and managed customer service, personnel, succession
planning, and safety.
Selected Accomplishments:
. Improved profitability by lowering labor cost & controlling expense
items.
. Performed frequent record audits to ensure ongoing compliance with
Company policies and Government regulations.
. Completely redesigned pre-screening process for national Client to
improve efficacy of placement, improve employee Orientation, and
reduce turnover.
. Saved multi-million dollar Client for a neighboring Branch Office by
partnering with the Client to assist in a C-TPAT audit.
. Processed payroll for colleague and associate staff. Generated
periodic labor analysis reports.
EAST- WEST STAFFING National temporary employment agency (now owned by
Select Staffing) focused exclusively on Light Industrial placement.
REGIONAL OPERATIONS MANAGER in Rancho Cucamonga, CA
2004- 2008
Provided cross-functional management of operations, training, and safety
for 4 Branch Offices and 10 On-Site locations. Conducted staff training and
mentoring. Demonstrated involved leadership by using a "hands-on" approach,
providing direction and a positive example while working side-by-side with
employees. Recognized with the first-ever "Commitment to Safety" Award in
2008.
Selected Accomplishments:
. Rapid expansion from one to four Branch Offices within two years.
. Created SOPs and Overhead Employee Training Program.
. Coached, mentored, and developed direct reports into management
positions.
. Directed talent management process: interviews, hires, performance
reviews, promotions, investigations, UI/ DOL hearings, and
terminations.
. Processed weekly payroll for multiple, high-volume locations using
export bridge and managed various efficiency reports (weekly, monthly,
quarterly and semi-annually).
. Inspected potential Client sites identifying high-risk Clients that
could not be serviced and offering compliance suggestions to the
Clients that could be serviced.
OMNE STAFFING, INC. Light industrial temporary employment agency (closed
in 2004) with revenues of $300M and 40 Branch offices across 9 states.
BRANCH MANAGER in Ontario, CA
2002-2004
Safely managed all operational and sales related activities for 5 On-Site
locations in the Inland Empire, one of the fastest-growing regions in the
company. Delivered quality service to maximize customer satisfaction while
minimizing cost. Called upon to manage outside of my territory to improve
existing client relationships and develop new opportunities. Recognized as
Employee of the Month (October 2003) and West Coast Employee of the Year
(2003).
Selected Accomplishments:
. Improved efficacy of employee management process: recruitment,
testing, interviewing, and placement allowing Branch personnel to
effectively recruit for more Clients.
. Accurately processed weekly payroll for more than 500 temporary
associates.
. Designed and administered new employee Orientation designed to reduce
turnover and workplace injuries.
. Conducted thorough Workers Compensation Claims investigations to
identify trends and implement permanent corrective actions.
PREVIOUS POSITIONS:
LEGAL AID SOCIETY OF ORANGE COUNTY., EXECUTIVE ASSISTANT
FIRST AMERICAN NATIONAL FINANCIAL GROUP, LOAN OFFICER
COMPUTER SKILLS
Microsoft Office: Word, Excel, Outlook, PowerPoint
LANGUAGE SKILLS
Spanish- Fluent
EDUCATION & TRAINING
Bachelor of Arts (B.A.) political science, University of California Los
Angeles, Westwood CA
Extensive Training: The Seven Habits of Highly Effective Managers; OSHA 10-
Hour Training; EDD/ DLSE State Wage, Hour and Payroll Tax; Workers
Compensation and Employer Seminar; Blood Borne Pathogens Awareness and
Responder; Workers Compensation Coordinator Certification; Behavior Based
Safety, Occupational Injury or Illness Reports and Records; Injury and
Illness Prevention Program; Harassment Investigations; Hazard Recognition;
Heat Stress/ Emergency Evacuation/ Job Safety Analysis; Infant and Adult
CPR
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