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Manager Customer Service

Aurora, Colorado, 80016, United States
March 11, 2011

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Denise L. Estep

**** *. ******** ******

Aurora, CO 80016



. Schwan's Home Service- recognized by 3 District General Managers

for being a Team Player and getting under-staffed depots staffed

within a 3 month period.

. Rising Star Award 2006 at Kenexa Government Solutions

. Received multiple monetary awards for providing excellent customer

service at MDC Holdings.

. Perseverance Award 2005 with MDC Holdings.

. Nominated & selected out of 50 Staffing Managers working for Ajilon

across the United States to attend High Intensity Training in

Cincinnati, Ohio. Training emphasized on recruiting, staffing, &

time management.

. Consulted with our branch's largest customer on employee retention

strategies resulting in an unprecedented 80% reduction in employee

turnover, over a 6-month time period while working with Volt.



Contract / Virtual Recruiter Aurora, CO

11/2010- Present

. Full-cycle Internal Virtual Recruiter for a 'start-up' HR

Technology/HR Services company based in San Jose, CA

. Work virtually from my home office to fill positions across the

United States

. Recruit recruiters for RPO (Recruitment Process Outsourcing)

projects and internal staff from entry level to executive level,

work closely with various levels of staff from Managers to

President /CEO of company.

. Source and screen candidates, schedule interviews, extend verbal

offers and complete reference checks.

Schwan's Home Service Denver, CO 5/2010-


Regional Recruiter

. Field recruiter for 37 depots across Arizona, Colorado, New

Mexico, Utah, Wyoming, Nebraska

. Partner with Regional Vice President, 3 District General

Managers and 37 Location Area Managers to make sure hiring is

within allotted headcount

. High volume recruiting of field management, route sales managers

and warehouse positions

. Use cold calling sourcing techniques, networking in person, over

phone, and/or email with local workforce centers, churches,

diversity groups to attract new talent to apply

. Consistently work 50-60 requisitions, average 28-30 hires per


. Diversity Newsletter team member for Schwan's Home Service-

produce a quarterly newsletter distributed throughout the


. Retention Committee member for Schwan's Home Service- discuss

and provide suggestions to key executive staff in reducing

turnover in our Route Sales positions.

Stay- at -Home Mom 7/2009-


. Parent Volunteer at Ave Maria Catholic School- Used Uniform Sale

and Box Tops committee member

. Head Chairperson for Used Uniform Sale - May, 2010 to Present

. Recruit parent volunteers to help with Used Uniform Sale that

takes place 3 times per school year

. Coordinate dates of uniform sale with President of Home School

Association and with school Principal

. Work with Office Admin to distribute money back to school

families from Uniform Sale

Kenexa Government Solutions, Inc. Englewood, CO

8/2006- 07/2009

Technical Consultant/ Account Manager

08/2008- 07/2009

. Project team member for the implementation and training of the

Kenexa Recruiter Xpress (KRX) suite of solutions primarily for

government clients and small to medium size companies.

. My accomplishments include the implementation documentation,

client worksheets, internal training and external presentations

for the KRX suite of solutions.

. Manage 12 accounts with billing resolution, contract renewals,

and answer technology questions from all level users.

Senior Recruiter / CGI Project

7/2007- 08/2008

. Full-cycle recruiter for CGI (IT Consulting Firm) West Business


. Source, screen, schedule interviews, extend offers, and assist

with on-boarding for various IT & Consulting positions across

the United States

. Regularly meet with hiring managers to discuss recruiting

strategies and updates

. Web 2.0 Trainer- teach / train recruiters how to source using

Web 2.0 mindset (LinkedIn, Facebook, Twitter, Google)

Diversity Recruiter/ USDA (U.S. Forest Service) Project


. Diversity Recruitment for the USDA/ U.S. Forest Service

California Region 5

. Source Forestry related candidates through internet searches,

job boards, societies, organizations, schools/colleges

. Pre-qualify candidates in English and/or Spanish for in office

and/or field positions for National Forest and Regional Office.

M.D.C. Holdings/ Richmond American Homes 7/2004-


National Corporate Recruiter Denver, CO

. Full Cycle Recruiting (recruit, interview, background check,

extend offers & offer letters)

. Recruit by direct sourcing methods, cold calling into related

businesses, internet searches, job boards, and company website

to source candidates within the homebuilding industry and/or

related industries.

. Recruit in various markets across the United States (Denver,

Chicago, Dallas, Houston, Tampa, Jacksonville, Northern

Virginia, Maryland, Pennsylvania and surrounding Mid Atlantic


. Consistently work 20-45 requisitions ranging non-exempt &

exempt positions for corporate, regional & divisional levels.

. Build partnerships with internal customers (Regional &

Divisional President(s), Vice President's & Director's) &

external customers; work together in hiring qualified


Ajilon 10/2003-


Staffing Manager Greenwood Village, CO

. Recruit & staff professional, top notch Administrative

professionals for executive level positions.

. Network with various recruiting sources & through community

events to recruit and place top-tier candidates.

. Market most valuable contract employees to various companies to

gain or expand new business

. Coach & counsel contract personnel regarding performance,

attendance, interviewing & resume writing.

Volt Services Group 1/2000-


Senior Recruiter Denver, CO 9/2002-


. Supervise and delegate functions to Recruiter and Personnel


. Negotiate pay and bill rates with customers to ensure maximum

branch profit and candidate/ customer satisfaction.

. Oversee unemployment claims and attend appeal hearings to

protect company and employee rights.

. Process Workers Compensation Claims and monitor injured

employee's performance to ensure they reach MMI

. Generate weekly & monthly reports using Excel for tracking

purposes on a national level.

. Conduct behavioral based interviews, reference and background

checking on potential employees.

. Train in-house staff as necessary.

. Responsible for over 120 temporary employees; hire, counsel, and


Recruiter Tucson, AZ/ Denver, CO 1/2001-


. Source candidates through Internet job boards, job fairs, and

headhunting, to build pool of candidates within company


. Pre-screen and interview industrial, administrative, and

accounting/financial professionals to fill open job orders.

. Utilize solid communication and customer service skills to

communicate with customers and candidates on a daily basis.

. Coach employees on attendance, performance and any other areas

that need improvement.

Personnel Assistant Tucson, AZ 1/2000-


. Process weekly payroll for 80-120 employees.

. Conduct new hire orientations per customer requests.

. Post open positions in newspaper & Internet job board sites.

. Provide administrative support for Recruiters & Branch Manager.

. Prescreen candidates over phone and schedule interviews in recruiters'



Bachelor of Science in Business/ Management

University of Phoenix- Aurora, CO Campus

Associate Degree in General Studies

Pima Community College -Tucson, AZ


Microsoft Word, Excel, Power Point, Outlook & Adobe

Applicant Tracking Systems: Ceridian/RSI & Kenexa Recruiter Xpress,

Kenexa Recruiter, ADP Virtual Edge, Newton

Online Recruiting Tools/ Search Engines, Google, Web 2.0/Social

Networking Tools (Linked In, Twitter, Facebook)

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