Customer Service Human Resources

John Tranchitella

**** ******** **** #*, ********** KY 40205 502-***-****

*************@*****.***

____________________________________________________________________________

___________

SUMMARY

Human Resource professional with over ten years experience in business

operations. Expert and in all aspects of training, including leadership,

organizational development and motivation. Experienced in Kaizan and six

sigma certification. Experienced in all aspects of labor relations and

contract negotiations. Experienced and proficient in all Microsoft Office

software. Experienced in HRIS software, HR record keeping and compliance.

Major strengths in analyzing and solving customer service problems. Proven

record of outstanding results, expanding responsibility, and achievement in

multiple business functions. Additional core capabilities include:

strategic planning project implementation, dispute resolution, curriculum

design, team building and change management.

PROFESSIONAL EXPERIENCE

Kelly Educational Services, Southern Indiana (4/11 to 6/11)

Certified Substitute Teacher

Grades K-12

Therapy Stores Incorporated, San Francisco, California (08/10 to 5/11)

Human Resources Consultant

Researched and analyzed business needs of company based on strategic goals

and market conditions. Created employee handbook and outline for all

aspects of Human Resource department for eight retail stores, with total of

50 employees with approximately ten million in yearly revenue. Created

training program for store managers with emphasis on performance feedback

and continuous improvement. Researched and proposed a competitive

compensation package for all employees.

Harrah's Entertainment: Horseshoe Southern Indiana, Elizabeth, Indiana

(02/02 to 06/10)

Certified Human Resource Leadership Trainer (one year)

Prepared and presented Harrah's Legendary Leadership program to executives,

managers and front line supervisors.

. Innovation resulted in focus on employee engagement and coaching skill

development.

. Achieved 90% certification rate for participants.

. Nominated for Harrah's Chairman's Award based on program results

achieved.

Operations Manager (three Years)

Key leadership role in customer contact operations department with five

hundred employees and average revenue of twenty-five million dollars

monthly. Responsibilities included development and motivation of large and

diverse group of direct reports.

. Implemented force reduction, resulting in substantial savings without

sacrificing customer service.

. Achieved score in the top ten percent of managers in companywide

employee survey.

. Improved relationship with bargaining unit resulted in a 50% reduction

in formal union grievances.

. Key role on Kaizan team lead to elimination of redundant procedures

and improved customer satisfaction scores.

Property Wide Customer Service Training Supervisor (two years)

Reporting to Director of Customer Service, analyzed customer feedback data

to uncover and recommend solutions to improve customer service in all

departments. Trained customer contact employees and leaders in Harrah's

Entertainment's customer service program.

. Achieved six consecutive quarters of improved customer satisfaction

scores.

. Recognized companywide for innovative methods of employee engagement

and customer service results.

. Developed and implemented "panel interview" process that resulted in

more effective screening of candidates for customer contact positions.

. Integral member of corporate team that developed and successfully

launched service recovery system that empowered employees to correct

issues while capturing valuable data on service breakdowns.

Operations Supervisor (two years)

Responsibilities included the supervision, motivation and development of

front line customer contact employees. Trained employees in company

procedures and policies. Ensured that all employees complied with company

and government regulations.

. Leadership on team of peers lead to design and implementation of

employee performance appraisal program that resulted in substantial

savings and increased employee satisfaction

. Created and implemented attendance tracking system for five hundred

employees that resulted in less errors and increased accountability.

Casinos Austria International (10/00 to 01/02)

Concession Manager: Radisson Seven Seas Cruises

Responsible for all functions of shipboard casino including accounting,

marketing, compliance, human resources, training and customer service.

. Initiated customer service training that resulted in a 15% increase in

favorable customer comments.

. Innovative marketing resulted in 10% increase in revenue.

PROFESSIONAL RECOGNITION: Harrah's Entertainment Chairmen's Award 2010 and

2009 nominee, Horseshoe Leadership Award winner 2009. Toastmasters

International Speech Contest 2nd place 2008.

AFFILIATIONS: Society for Human Resources Management.

EDUCATION

Master of Science, Human Resource Leadership

Bachelor of Science, Business Administration &Marketing Management

Sullivan University, Louisville, KY

Contact this candidate