Post Job Free

Resume

Sign in

Customer Service Manager

Location:
San Diego, CA, 92126
Posted:
October 20, 2010

Contact this candidate

Resume:

Porter G. Smith

**** ******* ***

San Diego, CA *2126

760-***-****

abiui7@r.postjobfree.com

abiui7@r.postjobfree.com

Career Summary:

- Over 15 years of progressively responsible HR leadership/management

experience as an HR Generalist, Specialist, Recruiter, Manager, Director,

and Navy designated Master Training Specialist, with a diverse background

in the retail/services, non-profit, military, and Civil Service (DoD)

sectors.

- Hands on leadership/management style, a passion for attention to detail

and a dedication to customer service excellence by exceeding customer

expectations.

- Demonstrated ability to increase revenues, reduce employee turnover,

reduce workers' compensation claims and build teamwork through maximizing

employee potential, employee development/training and building open lines

of communication.

- I firmly believe that the worst statement an employee can make is,

"that's not my job!"

Employment History:

Self-employed/Semi-retired, CEO/COO/CFO/Field Hand, Pistachio Lane Farm,

Newberry Springs, CA (05/2005 - Present).

Contract Human Resources Specialist/Recruiting, EAI, an operation of

S.A.I.C., MCB Camp Pendleton, CA (02/2008 - 05/2008). Salary: $60,000.

- Screened 1050 resumes/applications for 160 FY08 Police Officer

vacancies at the GS-0083-05 thru GS-0083-13 level. Contacted applicants,

set up/participated in interview process, made job offers, and scheduled

applicants for pre-employment requirements.

- Developed excel flow diagram of hiring process and hiring process

tracking matrix, adopted by Headquarters Marine Corps for use by all USMC

Human Resources offices.

Human Resources Manager (promoted to HR Director), Mental Health Kokua,

Honolulu, HI (10/2003 - 05/2005). Salary: $55,400.

- Responsible to the Chief Executive Officer for all aspects of Human

Resource Management for a CARF certified non-profit residential mental

health services agency. Provided direct supervision and/or oversight for

staff of six HR/Administrative teammates.

- Rewrote/revised over 50 Position Descriptions, making performance

criteria measurable. Rewrote/revised the Annual Performance Review forms

to match the Position Descriptions, line for line. As a result, Managers

submitted completed reviews on time and employee pay raises and bonus

decisions were more equitable and less subjective.

- Participated in and utilized salary surveys to establish and maintain

competitive compensation and recruitment strategies.

- Negotiated new health care contract, expanding employee options and

reducing cost.

- Developed, reviewed and/or updated Employee Handbook, Corporate

Operations Manual, Organization Charts and staffing requirements for

contract compliance.

- Recruited, conducted interviews and negotiated salary/compensation

packages/job offers. Cultivated relationships within the community to

maximize recruiting efforts and expand applicant base.

- Developed annual salary and bonus increase spreadsheet based on

performance reviews, longevity, and attendance and amount/date of last

increase. Provided oversight for payroll processing.

- Researched statistical/real time data sources and implemented best

practices, resulting in reduced operating expenses, employee turnover and

increased operational efficiency.

- Participated in strategic business planning, responding to Requests For

Proposal's (RFP's) from HUD/AMHD and managed an HR/Payroll budget of $4M.

Service Development Manager, Niketown, Honolulu, HI (07/2002 - 09/2003).

Salary: $42,000.

- Utilized on-line applicant sourcing/tracking system to identify/select

qualified candidates.

- Coordinated HR functions/processes with corporate headquarters. Managed

or provided oversight for employee incentives/awards programs,

training/employee development, customer service/relations, and employee

relations.

HR Generalist, Training Coordinator, Employee Development and Customer

Relations Specialist, Navy/Marine Corps Exchange, NAS/MCAS Miramar, San

Diego, CA (05/1993 - 04/2002). Salary: $30,000.

- Managed the full-cycle recruitment process.

- Developed curriculum & conducted all corporate training.

- Managed Employee Incentives/Awards and Work Performance Review

programs, maintained HRIS database and extracted/generated reports.

- Initiated, compiled & published the monthly Employee Newsletter and

birthday letters.

- Processed benefits enrollments and claims.

- Investigated internal and external customer complaints and facilitated

conflict resolution.

Senior Chief Petty Officer, U.S. Navy.

- Master Training Specialist, Recruiting, Personnel

Administration/Management, Drug & Alcohol Abuse/Urinalysis Program

Coordinator, Career Counselor, NAVOSH/HazMat/Safety Coordinator,

Curriculum Development Division Manager and Quality Assurance/Analysis

Division Manager.

Education:

- MBA degree, with concentration in HR Management, Almeda University.

- BA degree in Psychology, Chapman University, GPA 3.681.

- AS degree in Liberal Arts, Excelsior College.

- Multiple Navy schools, technical, administrative and

leadership/management.



Contact this candidate