Manager Customer Service

Avery Coen

**** **** **** **. ( DAVENPORT, IA ***07 ( 563-***-**** (

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

Recruiting Manager/HR Generalist

> Recruiting manager offering a 12-year HR career distinguished by

commended performance and proven results. Skilled in training other

recruiters.

> HR generalist affairs, (union and non-union) including experience in

employee recruitment and retention, staff development, mediation,

conflict resolution, benefits and compensation, HR records management, HR

policies development and legal compliance.

> Demonstrated success in negotiating win-win compromises, developing

teambuilding programs, and writing personnel manuals, corporate policies,

job descriptions and management reports.

HR Skills

HR DEPARTMENT STARTUP Staff Recruitment & Retention Orientation &

Employment Law Employee Relations On-Boarding

FMLA/ADA/EEO/WC Alternative Dispute Resolution Training & Development

Mediation & Advocacy (ADR) Performance Management

Change Management Benefits Administration Organizational

HR Program/Project Management Development

HR Policies & Procedures

Professional Experience

VARIOUS CLIENTS - CHICAGO, IL & DAVENPORT, IA

Client list includes CDW, Siemens Building Technologies, Caremark,

Washington Mutual, HSBC, Ryerson, and Alcoa

Contract Recruiting Manager/Human Resource Generalist, 2006 to Present

Recruited for entry level and executive level positions in a variety of

industries including automation, banking, health care, and manufacturing.

Expert in full life cycle recruitment of professionals for sales, IT,

engineering, finance, operations, marketing, credit risk, and human

resources positions. Trained, developed, and managed permanent and

contract recruiters. Partnered with hiring managers to strategically

attract and retain high caliber talent. Identified ways to improve

department's strategies, recruitment activities, and employee retention.

Ensured operational plans are aligned with business objectives.

Establishes, monitors, and reports on recruitment metrics that drive

optimal staffing performance. Provided executive coaching to senior

management to develop stronger management skills. Worked with senior

management to create HR policies and procedures; and develop orientation,

training and incentive programs. Managed personnel records; and programs;

administered HR budget; and handled HR generalist workplace issues.

Key Results:

> Played a key role in ensuring the successful re-structuring of a human

resources department. Developed and implemented programs and policies

in the areas of training, recruitment, employee retention, incentives

and new-employee orientation.

> Developed and introduced company's' first formal recruiting and hiring

process manual from scratch that was utilized company-wide.

> Researched and selected an ATS system to streamline recruiting

processes.

> Streamlined recruiting processes causing decreased time to fill on all

open requisitions by 30%.

> Established college recruiting and intern program from conception to

execution

> Reduced use of agencies by training recruiters on new sourcing

techniques, saving $1 million dollars a year

> Responsible for championing leading edge non-traditional sourcing

plans utilizing social media tools, cold calling, name generation,

college recruiting, employment branding, and traditional methods to

attract new talent

> Effectively built pipeline of candidates for future business needs

reducing hiring costs

> Facilitated system for managing vendors, freeing up more time for

recruitment efforts

> Administration of performance appraisals, compensation and benefits,

hiring, performance improvement plans, terminations, exit interviews

and retention measures, and handling disciplinary cases

> Increased workmen's compensation wins for the company by 40%

> Revised job descriptions across all levels and 50+ categories.

"Shadowed" and interviewed employees to construct an accurate picture

of the duties and skills required for each position.

Professional Experience (continued)

SELECT STAFFING RADIOLOGY - BUFFALO GROVE, IL

Health care staffing firm that focused on placing radiology professionals.

Branch Manager, 01/06-06/06 Went out of business

Managed a team of recruiters to fulfill healthcare positions. Recruited

and trained employees, oversaw disciplinary actions, managed HR records,

budgets, processed payroll for temporary employees, and was in charge of

sales for the office.

Key Results:

> Kept gross margin above 38%

> Developed company's first-ever standardized employee file record keeping

system to prevent company from legal risk

> Devised creative and cost-effective incentive and morale-boosting

programs (including special events and a tiered awards structure) that

increased employee satisfaction and productivity.

Intelistaff HEALTHCARE (Now MSN) - Davenport, IA & Chicago, IL

Health care staffing firm focused on placing nursing and allied health care

professionals with clients.

Recruiter, 05/05-01/06 Left for better management opportunity

Recruited for a variety of positions including nurses, pharmacists,

physical therapists, radiology technicians, and certified nursing

assistants.

Key Results:

> Evaluated and improved new hire orientation process for new employees

> Audited employment records updated them according to JCAHO standards.

> Repeatedly requested by clients and complimented on excellent customer

service standards

Nursefinders - Davenport, IA

Health care staffing firm focused on placing nursing and allied health care

professionals with clients.

Branch Director, 01/01-01/04 Branch was closed due to economy

Directed 4 staffing managers, an office assistant, call center employees,

and hundreds of temporary employees. Responsible for P&L, budgets (over

$1 million dollars), payroll, employee development and counseling, hiring

and termination of permanent and temporary employees, managed

unemployment and workmen's compensation hearings. Devised annual employee

performance plans.

Key Results:

> Promoted from office assistant to staffing manager, to sr. staffing

manager, and finally to the director position

> Increased nurse retention rate by 30% in a poor market

> Increased sales by 25%

Labor Ready - Davenport, IA

Day labor staffing firm focused on general laborers and office staff on

assignments.

Branch Director, 01/01-01/04 Left for a better growth opportunity

Cold called prospective employers to help predict their future hiring

needs. Involved in sales blitzes, branch consultations to increase sales.

Acted as right-hand wing to district manager in solving complex problems

and managing employees. Recruited and successfully placed over one hundred

workers on a daily basis.

Key Results:

> Promoted from customer service representative to CSR II, CSR III, and

account manager

> Awarded "Customer Service Representative of the year" for Southern

Illinois District

> Was quoted by district manager for "consistently accomplishing and

exceeding personal income goals as well as advancement opportunities."

> Second person in charge, in re-structuring all Chicago location branches

which included auditing their branches to comply with SAP standards,

providing training employees, hiring and firing managers

> Assisted with opening new branches

Education & Certifications

ASHFORD UNIVERISTY -

Bachelor of Arts (BA) in Organizational Management w/ emphasis on Human

Resource Management -expected graduation July 2011. (Dean's List-average

GPA 3.74)

Selected to go to Capital Hill with Senator Hawkins to represent Ashford

University for being an outstanding student - in final rounds (October

2010)

HR Designations:

Career Coach Institute (Executive/Career Coaching) 2008

Of Note

PROFESSIONAL DEVELOPMENT:

Working towards PHR certification

Technology Specific Recruiting/ Hr Generalist Skills:

ATS: Act, Brassring, Labpro, Mindscope, PeopleClick, PeopleSoft, Staffpak,

and Taleo. Proficient in Word, Excel, Outlook, Powerpoint, Internet.

Dice.com, Monster.com., Hotjobs.com, LinkedIIn and Industry specific

boards.

Contact this candidate