Customer Service Training

SARA LANIS ***** SE Sequoia Place #B, Snoqualmie, WA 98065 * 425-443-

**** * *********@*****.***

HIGHLIGHTS

Superior organizational skills, responsible and dependable, excellent

verbal and written communication skills, pro-active and supportive team

player

4 years of experience in Starbucks Staffing/HR team; 11 years total working

in retail, customer service, training and HR teams within Starbucks Coffee

Company (on sabbatical for last year)

PROFESSIONAL EXPERIENCE

Recruiter 10/07-03/2011 Starbucks Coffee

Company, Corporate Headquarters

Managed full-cycle LEAN recruiting process across the Partner Resources and

Supply Chain organization

Sourced, created and developed pipelines, screened, interviewed, conducted

post interview debriefs, made job offers/negotiations, tracked background

investigations and drug screenings, partnered with relocation team

Engaged in timely and appropriate communications with all candidates,

hiring managers, vendors and generalists

Fostered relationships with high potential candidates for future

opportunities while building a high quality diverse candidate pipeline

Ensured that candidates have a positive experience during the Starbucks

recruitment and selection process

Consulted with hiring managers on recruitment and interview process for

current and future approved openings; created hiring strategies and posted

open positions

Assisted with implementation of new recruitment and interviewing processes;

attended career and diversity events; supported the recruitment of high

volume openings and was part of project teams

Utilized internal ATS (Taleo), Sharepoint, CRM tools and Microsoft Office

suite to keep candidates information current and organized

Recruiting Coordinator 06/06- 10/07 Starbucks Coffee

Company, Corporate Headquarters

Recruiting Support 07/07- 10/07

Provided administrative support and project coordination for a team of

recruiters and recruiting managers

Identified and implemented processes to improve work flow, organization and

communication

Coordinated and scheduled complex interview schedules for candidates,

scheduled and organized candidates travel arrangements, managed

reimbursements and corporate credit card account

Trained and mentored new partners in the department

Collaborated and communicated with appropriate business units, retail field

leadership and a diverse partner population

Planed and executed event logistics for the PRO staffing team

Worked with confidential information accurately and with discretion

Scheduled recruiter screens, interviews, candidate travel, strategy and

debrief meetings

Prepared offer letters and relocation packages

Customer Relations Representative & 12/03 - 06/06 Starbucks

Coffee Company, Corporate Headquarters

Customer Relations Training Room Facilitator 11/04 - 06/06

Responded to and provided follow up on customer concerns, questions and

comments

Resolved, negotiated and adjusted claims for personal injury, illness and

property damage

Facilitated and conducted training programs and processes to new and

existing Starbucks partners in the Customer Contact Center

Applied adult learning principles to curriculum and established rapport

with a diverse employee population

Worked with program designer on content and design of training materials as

a subject matter expert

Updated and changed training style as needed to improve classroom learning

Shift Supervisor & 01/99 - 12/03 Starbucks Coffee

Company, Regional Office

Learning Facilitator 01/01 - 02/02 Starbucks store

#3221, Issaquah

EDUCATION

Training Specialist Certificate Program 10/05 - 04/06 University of

Washington

Overview of the training function, adult learning patterns and

applications, curriculum and course development, delivery methods,

instructional techniques, linking training to organizational results

Contact this candidate