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Customer Service Management

Coal Valley, Illinois, 61240, United States
March 21, 2011

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Cheryl Luna




A highly motivated self-starter with excellent management and leadership


Skilled in areas of employment law, employee relations, risk management

and strategic management

Recently obtained SPHR certification

Seeking HR leadership role within a manufacturing or warehousing



Senior Professional in HR management

HR Certification Institute 2011

Masters of Business Administration

Western Illinois University 2008

HR Concentration

GPA 3.76/4.0

Bachelor of Business

Western Illinois University 2005

Management Major / International Business Minor

GPA 3.98/4.0

Cum Laude

Associate of Arts

Black Hawk College 2000

Medical Social Work Internship / General Social Services Major


Study Abroad

MBA Marketing Consulting Project - Queretaro Mexico

Business Culture and Practices - Mexico City, Guadalajara and Queretaro


Fraud Accounting and Intensive Spanish - Monterey Mexico

Work Experience

Customer Service Coordinator

Kent Nutrition Group Muscatine IA

2009 to Present

Utilize interpersonal, analytical, verbal and written communication

skills daily to provide outstanding internal and external customer


Communicate with consumers via phone and e-mail regarding product

information, quality issues, marketing initiatives and potential sales


Utilize Excel Pivot Tables and Pivot Charts to analyze data

Provide feedback and recommendations to Marketing

Created customer service handbooks

Assist with website maintenance

Increased departmental productivity over 100% by developing and

implementing a more efficient and effective means to record and evaluate

consumer data

Safety Coordinator



Maintained electronic records for workmen's compensation claims and cases

Facilitated reduction in accident and incident rates

Maintained all training records and OSHA reporting information

Monitored and assisted with drug screen program, communicated with

testing staff and maintained testing records

Updated, developed, implemented, administered and monitored all safety


Created new hire orientation safety presentation

Formed trusting relationships with division managers and supervisors

Gained the support necessary to enable the department to move forward

with new initiatives

Communicated with managers and medical providers to facilitate returning

injured employees to work

Led safety committee meetings

Served as a source of reference for questions pertaining to safety and

OSHA compliance

Formed strong positive working relationships at all levels of the


Graduate Assistant - Marketing and Finance Department

Western Illinois University Moline IL


Proofread, maintained grade books in excel and assisted with Internet


Human Resource Management Internship

Honeywell (Formerly Norcross Safety Products) Rock Island IL

Summer 2008

Conducted new hire orientation & training on topics such as: sexual

harassment, workplace violence, diversity, ergonomics, and


Provided explanation of benefits

Screened applicants, conducted interviews, performed reference/background


Fragrance Counter Lead

Younkers Davenport IA


Focused on continuous training and development of associates

Provided outstanding customer service to internal and external customers

Organized successful sales events

Human Resource Manager

Movie Magic and Starz Pizza 13 Locations within WI, IL & IA


Developed a comprehensive human resource management system

Established a new wage and salary structure, oversaw incentive pay

including bonuses and raises

Monitored pay structure for effectiveness and cost containment

Responsible for organization wide staffing, recruitment, training and

development, legal compliance, employee retention and performance


Ensured compliance with employment laws and regulations including: FLSA,


Performed job analysis, developed job descriptions and an effective

appraisal and development system

Developed policies and procedures

Created an associate handbook and management reference manual

Maintained confidential employment records for over 100 employees

Coordinated employee recognition activities and incentives

Managed company change and conflict successfully

Focused on continuously improving processes and procedures in human


Partnered with company owners to accomplish business plans and objectives

Developed a positive company image within each location's community


Salvation Army of Muscatine after school program 2010-Present

Toastmaster 2009-Present

YPN of Muscatine 2009-Present

Beta Gamma Sigma Honorary Business Society 2005-Present

Big Brothers Big Sisters of the Quad Cities Volunteer 2008-2010

WIU Management Society 2003-2004

WIU Association of Latin American Students 2003-2004

WIU Excellence in Business and Technology Scholarship 2005

Additional Skills

Intermediate Spanish used regularly

Advanced Microsoft Word, Excel, PowerPoint, and Outlook skills

Analytical Skills

Interpersonal Communication Skills

Presentation Skills

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