Customer Service Manager

Marlena Linton 818-***-****

***** ******* ******, **********, ** 91325 ******@*******.***

CAREER PROFILE

A Human Resources Professional with Federal Government operations

experience, retail store, call center management, budget management, labor

management, project management, and team development. An Interdisplinary

B.A coupled with a proven record of accomplishments in strategic planning,

business development, and relationship management.

An effective communicator and negotiator with strong leadership,

analytical, problem solving, decision-making and team-building skills.

PROFESSIONAL ACHIEVEMENTS

Provided external recruiting efforts for the Federal Government to meet

employment needs. Activities include the administration of organizational

standard staffing programs and policies. Interviewing, screening and

processing pre-screened candidates according to the requirements of the

contract.

Managed HR initiatives and the implementation of HR services including

policy and procedures, training, employee relations and benefits

administration. Provided leadership and expertise to store management and

supported 300+ direct reports.

Accountable for the development and implementation of all HR programs and

deliverables. Provided operational and strategic development and coached

management to develop their leadership, human resources, and employee

relations skills.

Designed, developed and delivered associate training seminars, including

Windows based products, Internet Recruiting, Customer Service, Staff

Retention, and Searching the Web.

AREAS OF EXPERTISE

Employee Relations & Management Advocacy

Counseled associates regarding career paths/opportunities, performance, and

salary issues.

Advised management of appropriate resolution of employee relations issues.

Answered inquiries from over 300+ applicants and traveled 100 percent.

Actively participated in weekly and monthly budget and project planning,

customer service and performance management meetings acting as an advocate

for divisional issues.

Develops all Employee Relations written policies/procedures and practices

to establish a uniform and equitable application of policy for the company.

Established and maintained relationships with organizations to obtain

research and data on other organization' policies, practices and programs.

Represented company's interests in external HR policy special interest

groups.

Conducted ongoing audits of companies Human Resources policies. Monitored

proposed legislative changes that could affect HR policies and practices.

Performed research and presents findings to new HR programs as requested.

Staffing

Developed recruiting process; internal and external job posting, wrote and

maintained job descriptions, screened applicants, scheduled and conducted

interviews, checked references, evaluated applicant qualifications with

hiring manager and maintained data on recruitment activities.

Identified and coordinated recruitment activities at professional

conferences, job fairs, nonprofit organizations and company outsourcing to

reach organizational objectives of creating a more diverse workforce.

Setup and managed multi-state, high volume assessment and selection centers

for airport security screeners. Three phase testing process included 10

hours of computer, medical and physical tests plus interviewing. Generated

on the spot offers for passing candidates and briefed candidates who failed

the assessments.

Organizational Development

Conducted organizational and HR assessments leading to the implementation

of corporate initiatives; program design, development and delivery; train

the trainer; vendor negotiation; evaluations leading to course improvement;

general coordination of all administrative tasks for management and

training on various projects as assigned.

Corporate Training

Designed/Facilitated Interactive Sales & Customer Service Excellence

Programs.

Education Coordinator: needs assessment; program design, development and

delivery; train the trainer; vendor negotiation; evaluation leading to

course improvement; general coordination of all administrative tasks for

call center training on various projects as assigned.

Trained employees on customized self-service web site, and maintained

employee personnel files.

Facilitated all training including performance accountability and employee

empowerment programs.

Consultant: Customer Service Excellence, Closing the Sale and Presentation

Skills.

Benefit, Risk & Liability Administration

Administered benefits programs such as life, health, dental, disability

insurance, 401k, and paid time off.

Provided services to employees to answer their benefit questions, resolve

problems related to access to or payment of benefits, orient newly eligible

employees, and process enrollment forms, changes, and claims.

Prepared employee separation notices, related documentation and

unemployment procedures; administered Cobra.

Performed multi-site WC, GL, EEO, state and federal employment law, legal

and wage legislation administration.

Diversity/Compliance

Provided technical support, consultation, counseling, and coaching to the

Management and Associates on the development, implementation, and

management of policies, programs, and activities designed to ensure

compliance with Federal and State affirmative action and fair employment

laws; and to ensure the success of the corporate-wide business objectives

for managing workplace and marketplace Diversity.

Performed tests to ensure accuracy of data. Collaborated with internal

groups and outside vendor(s) to develop AAPs format in alignment with

organizational structure. Established and managed AAPs on secure, web-based

access system. Monitored and analyzed progress of AAP goals; conducted

disparate impact analysis, developed and performed risk analysis, and

prepared and files requisite responses and submissions to OFCCP, EEOC, and

state agencies, i.e. EEO-1s and VETS-100s, EO Surveys.

Assisted in preparation of Federal and State compliance Reviews.

Assisted with need assessments. Designs and delivers diversity, equal

employment opportunity, and sexual harassment awareness and prevention

training programs, and collateral materials.

Served as a Corporate liaison to and assists with establishing partnerships

with government, business, education and community leaders and groups

seeking access to the company on matters related to Diversity, Affirmative

Action Planning, and Equal Employment Opportunity (Industry Liaison Group,

NAACP, Greenlining Institute, MALDEF, Asian Pacific Legal Center, Latino

Issues Forum, others).

Education and Affiliation

BA Theology, Advantage College San Jose, CA

BA Interdisciplinary Studies, California State University Dominquez Hills,

Carson, CA

Professionals In Human Resources Association (PIHRA)

Society for Human Resource Management (SHRM)

Food Safety Manager Certification

Work History

01/08-PRESENT HR DIRECTOR

Caribbean Entertainment, LLC.

Reseda, CA

09/07-01/08 HR DIRECTOR

K-Estates, Inc.

Encino, CA

05/05-09/07 HR ANALYST/DIVERSITY CONSULTANT

Health Net, Inc.

Woodland Hills, CA

03/03-05/05 HR MANAGER/GOV'T COMPLIANCE OFFICER

The Home Depot

Thousand Oaks, CA

10/02-03/03 HR CONSULTANT

Linton Enterprises

Northridge, CA

07/02- 10/02 STAFFING SPECIALIST

NCS Pearson

Los Angeles, CA

08/01 - 07/02 HR ADMINISTRATOR

AmCyte, Inc.

Santa Monica, CA

02/01 - 08/01 HR CONSULTANT

Linton Enterprises

Northridge, CA

03/00 - 02/01 MANAGER

Reservation Center, Inc.

Agoura Hills, CA

04/96 - 03/00 MANAGER

Interactive (LA) Voice Media

Los Angeles, CA

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