Customer Service Manager

Debra L. Horan, MBA (***) ***- **** cell

North Syracuse, NY 13212 abil9y@r.postjobfree.com

EXPERIENCE:

Office Manager & HR Manager, Premier Internet Communications, Inc., N.

Syracuse, NY (12/2007-12/2009)

. Supervised the work of 15 employees to include payroll clerk, human

resources, marketing & customer service

. Ordered all office supplies, managed credit card expenditures,

purchased office furniture

. Created contracts, letters, documents, reports, proposals,

spreadsheets and monthly Power Point presentations

. Maintained all organizational charts, office space layouts, phones

lists and company credit card distribution

. Handled the recruitment, selection, hiring, orientation and training

procedures for all new employees

. Conducted interviews, prepared offer letters, provided new employees

with company orientation and training

. Responsible for employee relations, investigations, coaching,

counseling, disciplinary action and terminations

. Selected new benefit providers for open enrollment and dispatched

information to staff and new hires

. Maintained efficient operation of the entire office while creating a

professional and friendly atmosphere

. Was responsible for all office key distribution, key return and was

1st call for security company issues

. Reduced costs spent on office supplies, shipping, medical benefits and

corrected several invoice errors

. Developed customer service, sales, ergonomics and "green office"

training for employees

. Screened and prioritized the President/CEO's phone calls, mail, email,

meetings and on site visitors

. Coordinated and handled all company travel arrangements for the CEO,

executive team and sales staff

. Answered incoming department phone calls, called back messages and

handled urgent questions

. Provided back up QB bookkeeping responsibilities; such as accounts

payable, accounts receivable and payroll

. Created a Sales Playbook, a Manager's Manual and revised the outdated

Employee Manual

. Worked with external groups to purchase office renovations, furniture

and supplies as needed

. Set up board of directors meetings and office events site selection,

site preparation and meal planning

. Handled all corporate communications for CEO to employees and

shareholders via email, letter, or in person

. Greeted and assisted company lawyers, clients, business associates,

vendors and visitors

Branch Manager, Manpower, Inc., Syracuse NY (12/2006-12/2007)

. Responsible for the effective management of staff and associates in

the Syracuse, NY branch

. Promoted recruiting activities designed to attract, train and retain

talented associates

. Negotiated with clients using excellent customer service skills to

promote Manpower services and brand

. Demonstrated flexibility in identifying and responding to constant

changes in priorities

. Built relationships with customers, delivered company presentations

and set up at trade shows

. Managed 2 Direct Hire Recruiters,1 Business Development Specialist, 2

Staffing Specialists

. Conducted bi-yearly audits, prepared monthly financial reports and

several weekly branch activity reports

. Controlled payroll issues, processed billing adjustments, paid monthly

bills, processed temp timesheets

. Handled all employee benefits, several workers compensation claims,

and unemployment claims

. Provided recruitment, orientation, training and placement for hundreds

of various temporary workers

. Monitored programs designed to maximized billable hours and sales

growth

. Conducted regular staff training and meetings to ensure good

communications and meet branch objectives

. Handled collection calls to reduce DSO and achieve desired net

operating profit

Human Resources Coordinator, Time Warner Cable (Temp), E. Syracuse NY

(02/2006-06/2006)

. Coordinated recruitment, testing, hiring and orientation of call

center, customer service, and technical personnel

. Handled set up and preparation of new hire orientation for large

groups of incoming employees

. Checked references, set up drug testing, work with hiring managers to

determine best placements

. Prepared benefits packages and assisted employees in choosing most

appropriate plans

. Partnered with managers to discuss hiring strategies, assess

employment needs and develop hiring plans

. Handled individual employee issues dealing with work issues, benefits

and FMLA

. Gathered information and prepared EEO and AA reports for Vice

President of Human Resources

Admissions Representative/Recruiter, ITT Technical Institute, Liverpool NY

(05/2004-02/2006)

. Attended College and Career fairs presenting institute degree

programs, products and services

. Provided advice to students regarding career selection, class

scheduling, and a focus on achieving goals

. Recruited and interviewed applicants, assisted in application process

and with financial aid process

. Supported student retention by providing supportive services such as

extracurricular activities for students

. Advised or counseled students in regards to academic challenges and

coping with personal issues

. Provided training and technology presentations to hundreds of high

school students in 80+ high schools

. Attended Chamber functions, seminars, and various county social events

. Trained new outside admission representatives in targeted promotion of

college

Volunteer Services Associate, American Red Cross, Syracuse NY (03/2003-

05/2004)

. Supervised 5 part time administrative volunteer staff, several interns

and up to 50 working volunteers

. Projected budget for Volunteer Services department and monitored costs

of projects

. Handled the recruitment, selection, placement, and record keeping

process of over 300 volunteers

. Recruited and interviewed new volunteers, referred for job placement,

performed orientation and training

. Updated and maintained thousands of volunteer files to maximize hours

and training by registered volunteers

. Planned and coordinated the yearly "Annual Salute to Volunteers" and

"Heroes" recognition events

Assistant Human Resources Manager, US Postal Service, E. Syracuse NY

(08/1994-01/2002)

. Managed hiring process, orientation, training, payroll, benefit

programs and supervisor schedules

. Acted as liaison between union and management regarding labor issues,

grievances and disciplinary issues

. Recruited new employees: Tracked hundreds of candidates, registered

all persons for testing, selected qualified persons for interviews,

drug testing, orientation and a month of computer training

. Worked with hiring managers to determine organizational needs, prepare

job postings, track job bids, as well as administer monthly

termination/reapplication letters for current employees

. Coordinated safety program, posted all safety rules and regulations,

and worked with managers to follow-up on safety issues or concerns

. Ordered all office supplies, paid monthly bills, managed credit card

expenditures, handled travel & vendor relationships and contracts

EDUCATION:

. MBA, Human Resources Management, December 2005

State University of New York, Institute of Technology at Utica

. BA, Human Development/Counseling Psychology, May 2002

State University of New York at Oswego

MILITARY EXPERIENCE:

Honorable Discharge 6/2000 (5 Years Reservist - 1 Year Active Duty)

Military Police, US Army Reserves, Ft. McClellan, AL; Ft. Eustis, VA;

Mattydale, NY (08/1992-06/1994)

Supply Specialist, US Army Reserves, Mattydale, NY- Germany & Hungary

(06/1994-06/2000)

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