Manager Customer Service

Michael J. Honer

abho6b@r.postjobfree.com

480-***-**** tel. / 1-877-***-**** fax

PROFILE

Human Resources Manager with 12+ years experience with a proven track

record of significant improvements in effective hiring processes,

productivity, quality, and client satisfaction while reducing costs,

lowering turnover, and maintaining a positive work environment. Expertise

includes:

Job Classification Writing Skills Employee Relations

Talent Acquisition / Behavioral Compensation/Benefits/Incentives

Interviewing Training & Succession Planning

Workforce Analysis / Strategic Organizational Development

Planning

Performance & Change Management

PROFESSIONAL EXPERIENCE

Independent Contract Recruiter 10/2009- Present /

Salary: 8,000 minimum per hire

. Managing HR Information System, jobs classification, virtual

interviewing and recruiting for the following industries: corporate

(executive recruiting), federal, healthcare, non-profit, and energy

. Min. 11 hires per year at a rate of 8K minimum per hire

HR Recruiting Manager 10/2008 - 2009 / Salary:

80,000 (bonuses & incentives)

Human Capital Solutions, Scottsdale AZ (company closed - supervisory

reference available)

. Managing the presentation/posting, selection, offer, negotiation,

closing, and administrative components involved in full lifecycle

recruiting

. Developing recruiting action plans, projected outcomes, and strategies

. Managing/developing effective pipelines of key talent potentially

available for immediate hire as succession planning needs dictate

. Writing complete and detailed job board postings, ensuring an

understanding of job duties responsibilities and business requirements

. Managing candidate prescreening; creating and presenting prescreening

questions to hiring managers for collaboration and approval

. Interviewing all candidates presented for detailed interviewing by

hiring managers, and includes the use of face-to-face behavioral-based

interviewing methodologies

. Performing detailed reference checking and/or reference analysis on

selected candidates and reviews results with hiring managers

. Preparing candidates for interviewing and specific hiring managers by

providing detailed information on the company, our business strategy,

department background, job descriptions, and expectation-setting

. Extending offers of employment to selected candidates under the

direction of the hiring managers and within the guidelines of the

company's compensation policy

. Conducting follow-up calls and quality-improvement studies with hiring

managers and new hires

. Maintaining accurate and well-ordered documentation on all candidates,

searches, hiring managers interactions, and other recruiting

activities to ensure a safe and thorough audit if required

. Leveraging online recruiting resources and in-house ATS to identify

and recruit the very best candidates

. Conferring with senior leadership to identify personnel needs,

workforce planning strategies, and search assignments

. Ensuring compliance with Title VII of the Equal Employment Opportunity

Act (best practices), the Americans with Disabilities Act (ADA), Civil

Rights Act of 1991, Equal Pay Act, affirmative action and the Fair

Credit Report Act

. Making recommendations to refine hiring process (ensuring compliance

to EEO and ADA laws)

. Developing and maintaining strong working relationships with leaders,

vendors, community organizations, and other team members to create a

partnership that yields success, predictable results and credibility

. Developing and maintaining a network of contacts to help identify and

source qualified candidates

. Creating and fostering relationships with colleges and diverse

professional organizations to attract and recruit alumni and diversity

candidates

. Reviewing resumes and credentials for appropriateness of skills,

experience and knowledge in relation to position requirements

. Participating in the development of ongoing creative and cost-

effective sourcing strategies

. Staying informed of trends and innovative recruiting techniques in

order to be competitive in state-of-the-Art recruiting practices

. Resolving and evaluating complaints from employees, referring group

grievances and more serious unresolved complaints to a higher level

Manager and/or Director

. Examining moderately complex pay situations and issues

. Planning and establishing the work schedules, deadlines, and standards

for acceptable work

. Establishing guidelines and performance expectations for staff through

the performance management system

. Conducting quarterly work performance critiques

. Developing work improvement plans, recommending personnel actions as

necessary

Michael J. Honer, Continued...

Executive Recruiter 8/2006 - 10/2008 /

Salary: 78,000 base plus bonuses

iHRSource.net - Phoenix, AZ (Virtual Contractor)

. Contract role responsibilities similar to Present Position above (i.e.,

third party interviewing all industries)

Human Resources Manager 6/ 2004 - 8/2006 /

Salary: 65,000

U.S. Dept. of Homeland Security/FEMA, Washington DC Metro Area

. Supervised the hiring and separation of employees for the overall

department within individual divisions

. Supervised several departments, each headed by an experienced manager

seeking direction in the area of employee relations (i.e., development

of employees, retention methods, conflict resolution and reduction in

force policies, grievances, conduct issues, and employee

complaints/concerns)

. Supervised and conducted employee orientation training for 90 new

hires (per hiring surge) in basic reporting such as: payroll systems,

performance development reporting, usage of automated time-off system,

telephone systems, customer service etiquette (for call center

employees), troubleshoot FAQ's and how to escalate to me for transfer

to a helpdesk technician

. Conducted and provided direction for HR related Train-the-Trainer

sessions for new HR personnel; researching industry standard "how-

to's" for inclusion and updating in present training materials

. Maintained contacts within the organization, community, and public

(via online job boards, news papers, etc.) conducting various

recruiting efforts searching for promising job applicants.

. Screened, interviewed, and occasionally testing applicants for proper

job placement and quarterly reviews

. Discussed wages, working conditions, and promotional opportunities

with prospective/transitioning employees

. Determined best resources for in-house and/or vendor training (no-cost

and/or within budget solutions), the Return on Investment (ROI)

associated with providing these resources to employees

. Ensured compliance with Title VII of the Equal Employment Opportunity

Act (EEOC), the Americans with Disabilities Act (ADA), Civil Rights

Act of 1991, Equal Pay Act, affirmative action and the Fair Credit

Report Act

. Developed position descriptions identifying key support

responsibilities and competencies

. Conducted employee training on preparation of application materials

for internal announcements, leave policies and procedures, and present

orientation to new employees

. Prepared SF-52 Request for Personnel Action forms to initiate

personnel actions (for Government agencies)

Manager Of Call Center Operations 9/2002 - 6/2004 /

Salary: (same as above promotion)

(DHS Merged W/FEMA. Received Inter-Agency Promotion to Above Position)

. Manage Disaster Assistance Call Center. Providing assistance to

victims of natural disasters

. Implement and review Call Center policies and procedures and

develop/monitor the performance of the Call Center to maximize

efficiency, productivity, and cost effectiveness

. In depth understanding in Call Center Management, Strategic Planning,

Quality Assurance and Operational Supervision

. Manage operations of Call Center, collaborating with middle managers

to develop performance standards

. Demonstrate sound leadership qualities to drive a positive customer

service experience

. Build and maintain high-effective customer service workforce through

training, mentoring and motivation

. Proactively identify opportunities to improve through Strategic

Planning

. Formally recognized and congratulated for Job well done - with a

certificate by former Sec. Tom Ridge

UNITED STATES ARMY (Active Duty/National Guard/Reserves) 5/1992 -

2/2005 / Rank: E-4

Personnel Specialist, Washington DC

. Effective accountability and staffing management to eliminate loss of

manpower, productivity, and resources

. Interpret and communicate concisely personnel policies and procedures

to all levels of staff

. Managed SIDPERS-3 military HRIS

EDUCATION

. 2006 - Human Resources Certification

. 2003 - B.S. in Personnel/ HR Management with United States Army,

Washington, D.C.

. 2002 - Business Management Certification

ACCOMPLISHMENTS

. Reinstatement eligible for both military and federal security

clearances

. U.S. Dept. of Homeland Security Certificate of Recognition for

Excellent Services by Sec. Tom Ridge

. FEMA Awarded - Certificate of Achievement for Registration Intake July

14, 2003

. FEMA Awarded - Certificate of Achievement for Extraordinary Customer

Relations July 18, 2003

. FEMA Awarded - Certificate of Completion for Gov IT Security Awareness

August 27, 2003

. U.S. Army Reserve- Certificate of Excellence in performance of

administrative duties Sep 2002

. U.S. Army Reserve - Certificate of Recognition for exemplary behavior

Dec 2002

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