Customer Service Management
Resume:
Cheryl Luna
**************@*******.***
____________________________________________
Summary
A highly motivated self-starter with excellent management and leadership
skills
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
environment
Education
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
3.74/4.0
Study Abroad
MBA Marketing Consulting Project - Queretaro Mexico
Business Culture and Practices - Mexico City, Guadalajara and Queretaro
Mexico
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
service
Communicate with consumers via phone and e-mail regarding product
information, quality issues, marketing initiatives and potential sales
opportunities
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
XPAC Milan IL
2008-2009
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
training
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
organization.
Graduate Assistant - Marketing and Finance Department
Western Illinois University Moline IL
2006-2008
Proofread, maintained grade books in excel and assisted with Internet
research
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
policies/procedures
Provided explanation of benefits
Screened applicants, conducted interviews, performed reference/background
checks
Fragrance Counter Lead
Younkers Davenport IA
2006-2008
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
1997-2006
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
management
Ensured compliance with employment laws and regulations including: FLSA,
FMLA, EEO, OSHA
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
resources
Partnered with company owners to accomplish business plans and objectives
Developed a positive company image within each location's community
Associations/Awards
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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