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Manager Customer Service

Phoenix, Arizona, 85050, United States
March 27, 2011

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Elaine Zei Hayman

480-***-**** (Home) • 480-***-**** (Cell) •

HUMAN RESOURCES: Staffing • Recruiting • Benefits Administration

Dynamic and results driven professional with over 15 years of experience developing and driving high return

programs, with a focus on recruiting and benefits administration. Recognized for consistent success in

developing processes and methodologies to reorganize and revitalize staffing operations, increase revenues,

and enhance profit performance. Strong background in organizational development, and sales qualifications,

with exceptional communications, and project management skills.

Recruiting & Hiring • Contract Negotiations • Interviewing • Compliance • Relationship Management

Strategy Development & Implementation • Business Process Management • Process Improvement • Training

Service Level Reviews • Benefits Administration • Staff Management • Client Services • Performance Reviews


VAWIZARD • 2009 Present


Online company providing event management services.


Optimized client candidate searches by driving all stages of the recruitment and hiring cycle – expertly produced

and managed virtual events, including webinars/webcasts, online radio programs, weekly podcasts, and live

streaming TV shows. Delivered key administrative expertise, from client management and bookkeeping to

desktop publishing.

Drove promotional efforts through orchestration of key events and staff – designed high impact publicity

materials and assisted with development of programs, workshops, meeting, and conferences.

Developed new strategies for recruiting, as well as for maximizing marketing efforts through the

Internet/social media (search engine optimization (SEO), new content initiatives, etc.).

Recruiting/Staffing for online marketing company.

ADECCO NORTH AMERICA, Phoenix, Arizona • 2010 2010

World leader in Human Resource solutions.


Bolster client employee base through aggressive and strategic recruitment, interviewing, and hiring of high

quality candidates. Prepare and negotiate contracts, while ensuring candidate viability by

administering/processing pre employment and drug testing, as well as detailed background checks. Protect

company by maintaining compliance with all company, client, and government regulations. Educate employees

on benefits, deliver performance reviews, and forecast/analyze sales figures.

Recognized for critical ability to understand client needs and quickly fill positions with top employees.

Earned reputation for outstanding results – consistently manage 10K+ hours and more than 50+ open

positions each week. #1 office in the Southwest Region. Manage 65+ associates on assignment.


WORKS Phoenix, Arizona • 2006 2009,

Provider of pre tax benefits options to employers and employees including such as FSAs, HSAs, and HRAs.


Delivered support and guidance as liaison to a range of top tier customers (including JPMorgan Chase, Fidelity

Investments, Ernst & Young, McGraw Hill, Hewitt, Pfizer, Continental Airlines, University of California), providing

prompt fulfillment of requests to meet service level agreements. Partnered with internal groups, such as Sales

and Professional services, to boost program participation.

Consistently delivered exemplary service – met and exceeded SLAs for every client.

Rescued troubled high profile relationships – tapped to turn around service levels for key clients including

Pitney Bowes and McGraw Hill.


AFFILIATED COMPUTER SERVICES (ACS), Tempe, Arizona • 2004 2005

Global leader in business process and information technology services, from finance, accounting and

transaction processing to IT outsourcing, human resource services and customer care.


Led team of 18 in Mailroom department operations, as well as in provision of AP, payroll, and storage retention

for clients including Goodyear Tire and Rubber, Motorola, Delta Airlines, Chubb Financial, American Express,

and Freescale. Directed management/distribution of mail and shipments for internal and external customers.

Ensured fulfillment of client needs as point person documenting requirements and training ACS team.

Participated in Six Sigma Greenbelt training.

Played key role as Call Center Lead for Goodyear – effectively managed incoming calls regarding

medical/prescription benefits, life insurance, and medical claims questions for 110K employees and retirees.

Performed service level reviews after analyzing key client information.

Promoted to Production Control Supervisor to spearhead critical project to relocate company's mailroom

to Mexico. Teamed with ACS management to ensure smooth transition and successful results.

ZCONCEPTS, INC., Scottsdale, Arizona • 1991 2001

Recruiting consultancy focused on IT and Telecommunications companies.


Advanced candidate searches through development and implementation of targeted recruiting strategies and

staffing solutions. Mentored and trained staffing consultants/recruiters and delivered presentations to clients.

As Vice President of IT/Full time Staffing Division of an executive search company, hired to revitalize

support staffing in role – automated/streamlined search and placement operations and implemented Internet

and Intranet sites. Introduced successful alternative recruiting methods through the Web, multi state search

networks, campus recruiting, and job fairs.

As Hot Skills Recruiter for an IT Staffing Agency (ARC), advised/mentored recruiting team on

technologies and development of strategies to effectively identify strong candidate pools. Achieved nearly 35%

sales growth in 6 months by expanding recruiter knowledge of candidate sourcing, assisting hiring managers

with job descriptions, and supporting managers in delivering on client needs.

ADDECO, Honolulu, Hawaii • 1988 1991

World leader in Human Resource solutions.


Teamed with Executive leaders on key proposals, corporate presentations, and marketing strategies.

Leading staff of 10, launched successful Perm Placement and IT divisions, and opened Nursing division

for sister company, NurseFinders – established Traveling Nurse Program.

Strategized and implemented campus/military base recruiting program, as well as a diversity program.

CAREER NOTE: From 2001 2004, held roles as Customer Service Manager – Financial Aid for Core3 and as

National Admissions Representative/Student Advisor for Collins College.


Business/HR Degree (in progress), Maricopa Community College

AIRS Certification • Amerinet International Certification • Certified Virtual Event Specialist

Certified Social Media & Internet Marketing • Certified E Commerce VA • Life and Health License

Facebook program • Membership Specialist program • Blog Marketing program

MS Office • SAP • PeopleSoft • ERP • SQL • Intellectual Property/Public Policy Standards

Compliance • Information Systems Management • IT Security• Fieldglass • Taleo • Salesforce• Sugar


Women’s Business Center of CEI • Women in Wireless•Women in Technology (WITI) • Recruiters Online (RON), NATS, NAPS

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