Customer Service Manager

LISA A. WILDMAN

****F South Hannibal Way

Aurora, CO 80013

303-***-**** abh534@r.postjobfree.com

SUMMARY

Innovative, results-oriented professional with extensive professional and technical expertise in fast paced

retail, finance and IT environments. Proven ability to bring creative ideas and measureable results utilizing

extensive experience.

PROFESSIONAL EXPERIENCE

RIGHT MANAGEMENT 1/2009 – 8/2010

Career Management Consultant

Worked with individuals laid off from Fortune 500 companies regarding employment counseling, resume

development, interviewing and networking skills.

• Designed and presented ideas and strategies regarding career placement, career changes and other

unique situations.

• Maintained compliance with state and federal regulations.

• Achieved an exceptionally high customer service rating immediately after training.

• Edited candidates resume revising relevant information for increased job alignment.

FEDEX OFFICE 8/2007 – 11/2008

Field Recruiter

Partnered with management to develop and implement staffing plans, conduct interviews, assist with

candidate selection, and proactively source candidates.

• Reduced recruiting / hiring time in 3 districts for new hires from 65 days to 31 days over a 12

month period.

• Reduced turnover from over 30% to an average of 18% in 3 districts during a 13 month period by

hiring individuals highly qualified and seeking career positions.

• Interviewed pre-qualified, negotiated offers and completed the full cycle hiring process.

• Trained Center Managers in the iRecruiter computer system and performed seminars regarding

updates and follow-up training ensuring accurate data and compliance regulations.

• Presented FedEx Office to various venues to increase exposure and increase company presence.

• Conducted 60 day interviews with new hires and presented reports to management.

PULTE MORTGAGE, LLC 7/1991 - 10/2006

Recruiting Director (2000 – 2006)

Handled full cycle nationwide recruitment including prescreening candidates, evaluating candidate’s

qualifications and compatibility with job requirements for exempt and non-exempt positions.

• Traveled nationwide to handle job fairs and college recruiting.

• Worked with nationwide managers to successfully staff exempt and non-exempt positions

including mortgage, IT and finance positions.

• Decreased recruiting / hiring costs up to 5% per each month over a 12 month period while

maintaining time and cost requirements.

• Sourced, conducted initial interviews and presented qualified candidates to hiring manager

including detailed candidate data.

• Maintained detailed statistical information on candidate database tracking costs and time statistics.

• Handled new hire responsibilities including offer letters and background checks.

• Negotiated contracts and responsible for regulation compliance with outplacement vendors.

LISA A. WILDMAN

PAGE TWO

PULTE MORTGAGE (continued)

Director of Systems & Training (1995- 2000)

• Conducted new employee benefits orientations.

• Initial development, maintenance and training of employees on Pulte’s intranet site.

• Co-designed and executed “Mortgage Banking 101” training.

• Trained corporate employees on Cultural Diversity & Compliance.

• Conducted initial interviews for Mortgage Operations staff positions over a 8 month period.

• Managed a staff of 15 employees comprised of Mortgage Trainers, Field Support Specialists and

Customer Service Representatives.

Assistant Manager / Quality Control (1991-1995)

• Performed annual on-site branch audits for 36 nationwide offices ensuring compliance of state,

federal, investor and company requirements.

• Handled state license requirements maintaining company compliance.

• Audited closed loans for FNMA, FHLMC, FHA, VA, state and regulatory compliance

requirements.

• Researched, interpreted & presented Fair Lending, RESPA, TIL & ECOA regulations to

employees.

EDUCATION AND TRAINING

B.S. Marketing / Business, Metropolitan State College of Denver

Compliance, HR and PHR Training

PROFESSIONAL AWARDS / AFFILIATIONS

Outstanding Production Performance Awards 1999 and 2000 / Pulte Mortgage

Human Relations Award and Outstanding Performance Award / Dale Carnegie

Society for Human Resources Management (SHRM)

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