Manager Customer Service
Resume:
KATHERINE ONG
New Canaan, Connecticut 06840
203-***-**** Home
203-***-**** Mobile
********@*********.***
Human resources professional with eight years of experience. Strong
communication skills. Ability to plan, organize, coordinate and manage a
variety of tasks efficiently and effectively. Strengths in personnel
recruitment, counseling and managing. Highly self-motivated. Confident
and reliable.
PROFESSIONAL EXPERIENCE
J.P. MORGAN CHASE BANK 3/97-12/2001
Human Resource Manager, Vice President
Human Resource Manager responsible for Chase's National Consumer Services
Call Center (NCSCC). Provided expertise in staffing, employee relations,
and career consulting to over 750 employees. The NCSCC is a world class
telephone access channel which supports the bank branch network and gives
customers across the country and around the world access to account and
product information and service, 24-hours a day, 365 days a year.
o Managed a team of four professionals including two recruiters, one
junior human resource generalist, and one administrative assistant.
o Oversaw recruiting efforts to increase employee headcount from 250 to
750 in one year. Required the screening and hiring of approximately
80 persons a month.
o Created new recruiting tools to meet employee hiring demand. Tools
developed included employee referral program, on-site open houses,
internet job postings, and recruitment at area high schools.
o Advised bank senior management team regarding salary administration,
employee relations, benefits, and human resource policies.
o Developed NCSCC human resource policies including employee attendance,
employee dress code, and corrective action guidelines.
o Trained new employees regarding sexual harassment policies, employee
benefit programs, performance management, and salary reviews.
o Assisted with the training of recruiters regarding NCSCC selection
process (ASI).
o Handled employee grievance investigations, EEOC matters, and TEC
claims.
o Participated on several special project teams
TEMPORARY CONNECTION 10/93-3/97
Statewide Manager (J.P. Morgan Chase) 6/96-3/97
On-Site Manager (J.P. Morgan Chase) 3/95-6/96
Customer Service Representative 10/93-3/95
Responsible for temporary/contract personnel statewide (nine cities) for
J.P. Morgan Chase Bank. Through the development and implementation of
written policies and procedures and quarterly meetings, coordinated
staffing needs with twenty-three temporary agencies. Responsible for
generating total revenues of $5.1 million.
o Recruited and hired professional, administrative and clerical
personnel.
o Assisted department managers with temporary/contract employee relation
issues.
o Managed a team of three professionals statewide. Trained the
management team on the recruitment and personnel staffing needs of
J.P. Morgan Chase Bank.
o Administered performance evaluations, disciplinary actions and
terminations for temporary/contract employees and permanent staff.
o Served as a liaison between Temporary Connection and J.P. Morgan Chase
Bank.
o Trained newly hired employees of Temporary Connection regarding
company policies and procedures.
o Selected management personnel and coordinated the logistics for new
branch office (Dallas).
SNELLING PERSONNEL 5/92-9/93
Personnel Manager 10/92-9/93
Account Manager 5/92-10/92
Recruited professional administrative personnel. Managed a staff of two
professionals.
o Interviewed, oriented and selected applicants for temporary job
assignments.
o Coordinated interviews between clients and applicants to fill
assignment orders of clients.
o Developed existing business territory through increased market
penetration.
o Prepared and presented proposals and sales presentations.
R.H. MACY'S CORPORATION 7/91-12/91
Management Training Program, Sales Manager
Managed day to day operations of a department with six associates.
Administered performance evaluations, disciplinary actions and
terminations.
COMMUNITY ACTIVITIES
SOUTH SCHOOL PTC 06/05-PRESENT
President 06/09-PRESENT
Vice President 06/05-06/09
Responsible for the direction and management for a volunteer organization
with an annual budget in excess of $200,000 and over 400 member families.
o Promoted a strong working relationship between parents, faculty, staff
and school administrators.
o Kept parents informed of the programs and policies of the school via
weekly newsletters, email blasts, and monthly meetings.
o Managed donations of member families totaling over $25,000 annually
enabling the purchase of over $50,000 of items for the classrooms and
school.
o Managed over fourteen fundraisers a year which contributes more than
$20,000 annually
GETABOUT 06/08-PRESENT
Responsible for the annual silent auction for this charitable non-profit
organization that provides transportation services for elderly community
members in New Canaan, CT. Annual auctions nets over $20,000 for the
organization.
o Worked with a team of volunteers to solicit donation and delivery of
items for the silent auction.
o Managed the silent auction event and ensured receipt of payment for
auction items. c
SKILLS
Web Based Applications: StartLogic, Constant Contact, Google Docs,
Peoplesoft, and Hot Jobs
Business Management Software: Excel, Outlook, Word, Publisher, Powerpoint,
Adobe Photoshop, MacBook
EDUCATION
Texas A&M University, College Station, Texas, Bachelor of Arts Degree
(Speech Communications)
CERTIFICATIONS
Certified Temporary/Staffing Specialist (1994)
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