Customer Service Manager

Leah Wise

**** ********* ** ( JACKSONVILLE, FL **225 ( 904-***-**** (

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

Objective:

Summary:

Over 6 years of extensive Human Resources experience to include experience

in Employee Recruitment, Staff Development, Interviewing, Compensation,

Benefits, Payroll, HR Records Management, HR and Payroll policies and

procedures. Well versed in Employment Labor Laws, EEOC, I-9 Audit & Forms,

Contingent Workforce Management, HR Department Startup, HRIS Technologies,

Report writing

Over 4 years of Customer Service/Call Center experience to include

experience in Troubleshooting/Problem Solving, Call Center Operations,

Complaint Handling, Reports and Documentation

Professional Experience

FIRST COAST SERVICE OPTIONS- JACKSONVILLE, FL

HRIS Associate II, 2007 to Present

. Enters demographic, employment, payroll, compensation and benefits data

into the HRIS for new, existing and terminated staff.

. Extract and distribute daily, weekly and monthly reports to applicable

areas.

. Utilize ADP ReportSmith capabilities to produce reports that meet the

customer's requirements and that are in a user-friendly format.

. Analyze, suggest and/or make changes to existing reports to better meet

customer needs.

. Assist Benefits Department in the communication of employee benefit

programs, including counseling employees and distributing communication

materials.

. Serve as back-up administrator for ADP self service portal and NetSecure

to reset employee passwords and enroll employee benefit choices and

changes.

. Serve as Document Controller for HR work instructions, process flows and

manuals per the ISO standards.

. Serves as a member of ISO Best Practice Team for Payroll Department in

developing methods of continuous improvement of policies, practices,

programs and recommending changes.

. Structured and implemented new work instructions and processes in the

areas of Compensation, ADP Enterprise and ADP ReportSmith.

. Assist Compensation Leader with administering annual performance

review/merit increase and bonus cycles.

. Assist Compensation Leader in creating and maintaining salary range

system, including periodic evaluation of salary grades and ranges.

. Serves as back-up to HR Receptionist in demonstrating proficiencies in

telephone and front-desk reception within a high-volume environment.

Calmed upset/angry customer's, researched and rapidly solved problems.

Professional Experience (continued)

CONVERGYS- JACKSONVILLE, FL

Staffing Specialist, 2004 to 2007

. Screened applicants appropriately, conducting preliminary telephone

interviews and in-depth interviews to evaluate potential candidates.

. Built professional business relationships with recruiting managers and

account executives to understand specific needs of available positions

and candidates.

. Conduct interview and selection process, partnering with the hiring

manager and other interviewers.

. Determined most qualified candidates and made recommendations to hiring

manager.

. Worked with external vendors to ensure appropriate tests, background and

reference checks were completed.

. Gather and review applicant submissions to jobs.

. Maintained all statistical data associated with the recruitment of open

positions ensuring timely and accurate information processing.

. Validated existing profiles to ensure they accurately described selection

requirements.

. Supported call center during high call volume/peak time to ensure call

metrics goals were met.

Professional Experience (continued)

ADT SECURITY SERVICES- JACKSONVILLE, FL

Inbound/Outbound Customer Service

Representative, 2002 to 2003

. Responded to inbound and outbound calls within a high-volume call center.

. Responded to incoming alarm signal activities by dispatching Police/Fire

Department and contacting customers and emergency contacts adhering to

standard operating procedures.

. Worked with outside repair technicians and guards to ensure alarm signals

were received properly and that the circuits and signaling devices were

restored to normal operation.

. Read, interpreted and recorded alarm signals received from the premises.

. Documented all alarm activity and phone calls via Siebel and activity

reports.

. Assisted customers via telephone with technical alarm questions.

. Contacted customers via telephone to inquire about unusual events with

the customer's alarm system.

Education & Certifications

HERZING UNIVERSITY - JACKSONVILLE, FL

Bachelor of Science (BS) in Human Resource Management, (Pending)

Terry Parker high school - Jacksonville, FL

Diploma, 2002

Skills

PROFICIENT IN USE OF ADP ENTERPRISE, ADP REPORTSMITH, PEOPLESOFT, STELLENT

(DOCUMENT MANAGEMENT SYSTEM), SIEBEL, HIRE.COM/HIRING CENTER

Data Entry 15000kph (overall accuracy rate of 99%)

Microsoft Word, Excel, Outlook and PowerPoint

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