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Customer Service Management

Charlotte, North Carolina, 28262, United States
May 27, 2010

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Professional Profile

Forward-thinking, innovative, dedicated professional committed to fostering

an environment of excellence, and delivering unprecedented customer service

within a competitive global landscape. Outstanding people management

skills, independent judgment, exceptional written and oral communication

skills, and a superior ability to multi-task in a fast-paced environment

with changing deadlines. Seeking a Senior level Administrator role that

will utilize my knowledge and work ethic, while being challenged to think

outside the box to meet company objectives.

Background includes:

- Talent Acquisition - Office Management

- Contract Management -

Negotiations and e-Sourcing

- Process and Procedure Development -

Strategic/Tactical Planning

- Data Analysis for practical use - Project

Management (cost savings)

Core Competencies

. Managing client and candidate relationships at the professional level

with strong influencing skills and

. tremendous personal energy and edge

. Providing consultative/advisory recruiting services; including

research, market intelligence, sourcing,

. candidate assessment and closing

. Effectively screen/ assess/ interview candidates to generate qualified


. Deftly manage confidential on-boarding processes and conduct new hire


. Ensure accuracy and timely data entry into staffing systems

. Review, analyze and confirm payroll hours worked v. hours reported

. Ability to work across the organization to achieve results to build

and enhance value-added relationships

Career Experience

SMX Staffing Charlotte, NC Mar '10-


Sr. Recruiter

. Based upon the business partner's needs, programs, benefits,

management structure, and advancement policies, seek out, interview,

and test applicants to locate qualified employees for job openings

. Conduct due diligence and pre-screen to evaluate applicants on their

technical skills, education, work history and references

. Train candidates on company benefits, policies, and procedures through

structured presentations. Perform due diligence to check applicants'


. Test prospective employees during follow-up interviews, analyze the

results, and maintain files on applicants, Charlotte, NC

Mar '08-Sept'09

Operations Manager

. Improved the operational systems, processes and policies in support of

the organizations mission -- specifically, implementing better

management reporting, information flow and management, business

processes and organizational planning

. Prepared/Analyzed reports to forecast company needs. Reports included

analyzing contracts, closings, leads, agent count, and listings from

inception of business to present

. Reviewed financial statements, sales and activity reports, and other

performance data to measure productivity and goal achievement to

determine areas needing cost reduction and program improvement

. Managed office procurement and vendor relations

Williams, Roberts, Young Inc., Charlotte, NC

Jan '08-Mar' 08

Office Manager/Candidate Services Administrator


. Served as the primary administrative support to the President of

Career Development Services including maintaining calendars of

meetings and events; compiling, organizing and presenting data for

candidate service projects; maintaining and collecting confidential

material and records; organizing and maintaining electronic filing


. Advised and assisted recruiting efforts of adjunct consultants and

potential candidates for career transition services via sales calls

proposing career transition services (i.e. job strategies, research,

networking, career development).

. Scheduled and organized interviews, outplacement client referrals and

liaison with internal recruiting partners for outplacement and career

transition services.

San Diego City Schools, San Diego, CA

June '06-Nov' 07

Senior Clerk, Early Childhood Development Programs

. Processed and created personnel action requests, input time and labor,

travel authorizations, mileage reports, Procurement-purchase orders,

and expense reports via PeopleSoft.

. Provided registration and travel arrangements for conferences such as

reserving rooms/venues, transportation (airfare), food (catering),


. Prepared complex administrative or technical reports, analyses, and

summaries including budget documentation; assist in the preparation of

department or division budgets and monitor subsequent related


. Recruited families/students to register for preschool with San Diego

Unified School District.

Appraisal Institute, Chicago, IL

Apr '02- Sept' 05

Senior Coordinator, Membership Dues & Subscriptions

. Prepared Senior Management presentations for cross-training and

customer service project teams, and assisted in preparation of

quarterly internal news releases.

. Maintained all facets of the accounts payable function, cash

management maintenance, and membership/subscriber relationships.

Processed annual membership dues and subscription invoices and related


. Provided timely response to customer inquiries regarding billing,

payments, and procedural issues; negotiated customer payment plans and

maintained compliance.

. Processed customer payments using different payment methods including

credit/debit cards, checks, and ACH authorizations.

Education/Professional Affiliations

Member of NAAAHR, Member of Delta Sigma Theta Sorority, Inc

Morgan State University, Baltimore, MD ?Bachelor of Arts degree

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