Customer Service Manager

TENA CURTS

**** ****** **** ***** *********, CA *3012 ****.****@*******.*** 805-***-****

Human Resource Professional with staffing experience in a Telecommunications environment; extensive familiarity

with Leave of Absence Management, State/Federal Disability Law (Reasonable Accommodation, Workers

Compensation, etc.), OFCCP Audit Preparation, Deposition/Hearing Experience, Collective Bargaining Agreement

Interpretation, External Hire Process (background check/drug screening) as well as Skilled Interviewer/Test Proctor.

STRATEGIC PLANNING INTERPERSONAL SKILLS CUSTOMER SERVICE

SUMMARY OF QUALIFICATIONS

• 20 years successful Human Resource experience working with a Fortune 500 company.

• Outstanding problem solver, driven to succeed with strong interpersonal and negotiation skills.

• Proficient interacting with all levels of management; developed a keen sense to anticipate the needs of others.

• Skillfully work ahead of projects to ensure a smooth process and to reduce/eliminate time spent in reactionary mode.

• Value and utilize excellent organizational skills including judicious follow-up and concise organization of projects and

information.

• Proven success working in a fast paced environment.

• Inquisitive and adaptable; embrace change readily.

• Able to self manage and continually re-evaluate priorities while under pressure as well as flourish in a team environment.

• Assumes both authoritative and democratic leadership; able to turn vision into reality.

• Exceptional communication skills using tact and courtesy particularly in difficult situations.

• Frequently recognized by supervisors, coworkers and clients for responsiveness, excellent communication and positive

approach.

• Continually exceeded company customer service objectives by receiving excellent survey scores from hiring managers.

SELECTED CAREER ACHIEVEMENTS

Leadership

• Project lead assigned to staff 70 call center representative vacancies. Required excellent planning, reporting and execution to

fill vacancies within required timeframe. Initiated approval to increase normal start rate in order to attract a sufficient number

of qualified candidates to meet required training dates.

• Assumed responsibility for documenting standardized application retention process. Solicited input from end users, compiled

data and documented proposed process; effectively obtained necessary approvals to utilize department-wide.

• Demonstrated excellent leadership skills in meeting commitment to staff 60 Fiber Network Field Technicians. Extremely short

time-frame to process large number of employee transfer applications by required training date. Created/utilized an Excel

spreadsheet which contributed to the success of the project.

Budgeting / Cost Management

• Successfully reduced costs associated with employee/new hire testing where “minimum number of candidates” scheduled per

test session was not met by identifying management employees willing to proctor test sessions. In addition, worked with

teammates to combine candidates to maximize test sessions ensuring best possible use of test dollars while balancing the need

to fill vacancies as quickly as possible.

• Consistently developed creative methods to recruit/attract potential candidates in an effort to reduce costs associated with

traditional means of recruiting (print and/or Website advertisement, banners, billboards, radio, career fairs, etc.).

Process Improvement

• Initiated change to technical job descriptions to revise previously “required” qualifications to “desired”. Removed barrier to the

staffing process by allowing hiring managers to decide whether a vacancy necessitated advanced level of knowledge.

• Gained agreement from Labor Relations to revise “recall form” to better capture relevant employee information. The revision

improved responsibility of the Company to meet contractual obligations and better served effected employees.

• Instigated discussions with the Absence Administration Team to improve process involving employees on Leave of Absence.

Used discussions to cite examples illustrating concerns and to highlight potential negative impact to Company.

Associate / Staffing Management

• Balanced focus on results while sustaining client relationships to exceed company objective to fill vacancies within required

time-frame. Stated Company objective per each vacancy under 30 days – goal exceeded by attaining an average of 28 days.

• Instrumental in researching and providing detailed and complex data for OFCCP audit. Acted on behalf of the Staffing Manager

to provide data directly to the OFCCP representative during on-site audit.

PROFESSIONAL EXPERIENCE

Specialist – Employment/Staffing Aug 1986 to Dec 2009

Verizon Thousand Oaks, CA

Telecommunications - Performed staffing related activities, responsible for staffing vacancies with internal and/or external candidates.

Professional management style, concisely organized project information in order to provide regular/timely updates to executives,

managers, clients, teammates, etc., researched/resolved issues (wages, benefits, etc.), completed special projects as assigned, maintained

files (paper and database), composed letters, memorandums and emails and performed general clerical duties, i.e., field/manage high

volume incoming calls, create/maintain reports, fax, file, archive records, etc. Duties included preparation of job requisitions for open

vacancies, establish essential functions with hiring manager, post vacancies, process candidate slate, determine/arrange testing and

identify selected candidate. Job offers made per policy, multiple collective bargaining agreements and state/federal law (required strict

attention to detail). Work involved daily interaction with hiring managers, employees, benefits, labor relations/HR business partners,

multiple unions and various other departments and vendors.

COMPUTER COMPETENCIES

Microsoft Word, Excel, Outlook (electronic email), PeopleSoft, Employee Data Warehouse (EDW) and VzRecruit

(Verizon in-house resume database)

EDUCATION/TRAINING

High School Graduate:

Channel Islands High School – Oxnard, CA

Verizon (Employer) Training:

Ethics

Equal Employment Opportunity Compliance

Diversity Training

Federal and State Disability Law: Reasonable Accommodation and Interactive Process

Retain/Develop Hispanic Professionals

Effective Communication

Goals and Goal Setting

Time Management

Recruitment

Internet (External) Job Postings

Additional Training Information:

Oct. 2010 – In an effort to maintain Excel skills, completed Excel Video Professor Tutorial (three CD’s)

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