Customer Service Manager

M

arcus Greiner, MBA

*** ***** ** ? Marquette Heights, IL 61554 ? 309-***-**** ?

abi6k6@r.postjobfree.com

MBA in Human Resource Management from Keller Graduate School of Management

earned with "Distinction" with a 3.94 / 4.00 GPA.

Extensive background in HR functions, including experience in employee

recruitment and retention, staffing solutions, scheduling, conflict

resolution, training, HR records management, diversity sponsorship, HR

policy development and legal compliance.

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EDUCATION

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KELLER GRADUATE SCHOOL OF MANAGEMENT - Oakbrook Terrace, IL

Master of Business Administration, March 2009

Concentration: Human Resource Management

GPA: 3.94 / 4.00

Honors: Graduated with Distinction

ILLINOIS STATE UNIVERSITY -Normal, IL

Bachelor of Science, December 2003

Concentration: Economics

GPA: 2.24 / 4.00

[pic]PROFESSIONAL EXPERIENCE[pic]

ROBERT MORRIS UNIVERSITY - Peoria, IL

Adjunct Instructor, 2009-present

. Provide classroom instruction on various disciplines - economics,

human resources, and business management - in accordance with the

university's requirements.

. Lecture and communicate effectively with students of diverse

backgrounds.

. Inform students about course requirements, evaluation procedures, and

requirements according to the course syllabus.

DHL GLOBAL FORWARDING - Peoria, IL

Import / Export Account Manager, 2007-2010

. Guided the startup and management of a full spectrum of import

operations, systems, and programs.

. Working with senior management to create policies and procedures,

train new associates, and develop operational standards and functions.

. Constructed and implemented programs and policies in operations,

training, and new employee orientation.

. Performed a leadership role in the successful transition of the import

functions from offices in Chicago, St. Louis, Indianapolis, Nashville,

and Moline to the Peoria, IL office.

CATERPILLAR, INC. - Peoria, IL

Technical Lead, 2004-2007 Print Operator, 2002-2004

. Trained new staff on use of printers and software on all three shifts.

. Co-developed the department's first-ever standardized Sarbanes-Oxley

compliance policies and procedures for check printing and handling.

. Promoted the benefits of a well-rounded workforce through leadership

roles on the Caterpillar Global Diversity Council.

PETCO, INC - Normal, IL

Manager - Human Resources, 1998 - 2002

. Management of associates to include recruiting, reviewing job

applications and interviewing job applicants, checking references,

conducting pre-employment background checks, hiring and training.

. Designed and implemented an employee recognition program to reward

employees for positive customer comments and great customer service

observed by management.

PETCETERA - Chillicothe, IL

Owner / General Manager, 1995 - 1998

. Originated sole proprietorship by obtaining financing and appropriate

licensing, purchasing and preparing a building for a retail concept,

and obtaining and setting up initial inventory.

. Analyzed, planned, implemented all aspects of the sales and marketing

departments. Developed policies and procedures for all departments.

Maintained financial controls of enterprise.

PIZZA HUT - Mattoon, IL

Assistant Manager - Human Resources, 1987 - 1995

. Guided and directed all aspects of the store including, but not

limited to: sales, credit, customer service, turnover, human

resources, inventory, expense management operations and store

operations.

. Leading, motivating and developing a large team of associates.

. Recruited, hired, trained new members of management and new

associates on operations and policy and procedure.

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AFFILIATION

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> Society for Human Resource Management (SHRM)

> Peoria Employers' Association

> Toastmasters

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VOLUNTEER WORK

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. Bethel Lutheran Church, Morton, IL

. Sunday school teacher

. Play piano in services

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REFERENCES

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. Available upon request

Contact this candidate