Manager Customer Service
Resume:
Malvin Garnett
*** ** *** ****** #*, Miami, FL **130
abji85@r.postjobfree.com
Education: Florida International University, Miami, FL (2009-
Present) Bachelor's Degree in Business Administration, Major Business Mgmt.
GPA 3.3/40
Expected Graduation Date: December 2010
Miami Dade College, Miami, FL
(Completed 12/2008)
Associates Degree in Association in Arts, Major Accounting GPA 3.4/4.0
CORE COMPETENCIES
Forecasting Client Needs Assessment
Operations Mgmt.
Presentations Client Relationship Management
EEO Compliance
Profit & Loss Management Negotiation
Performance Enhancement
WORK EXPERIENCE
ACES COURT REPORTING, Miami, FL
04/2010-Present
Operations Manager/Recruiter
. Playing a critical role in ensuring hiring the best possible
talent.
. Contributed $1.2 in signing new clients and provided exemplary
service for clients,
leading to stronger portfolios and excellent retention.
. Demonstrates flexibility in understanding and meeting the evolving
needs and direction of law firms, reacting with the appropriate
sense of urgency.
. Presentations for company goals and changes for the betterment of
the organization.
. Direct creation of and lead informative and impactful product
presentations.
. Develop annual, and three-year team goals in direct support of
account growth; as well
as retailer and employee satisfaction.
. Create integrated performance development plans for all team members.
Ensure
employees met and exceed all department level, and individual growth plans.
. Oversee all aspects of the recruitment and staffing, including resume
reviews, interviews, and final candidate selection.
PROVEST, Hollywood, FL
04/2009- 04/2010
(Recruiter, Court Reporter Manager)
. Oversee all aspects of the recruitment and staffing, including resume
reviews, interviews, and final candidate selection.
. Workedwith management to ensure timely understanding of current and
future workforce needs and implements improvements to staffing processes.
. Cut labor cost by 26% by strategic job enlargement and cut errors by 30%
. Received recognition award 03/2010
. Implemented a new training program, which streamlined training staff by
more than 60%.
. Built and developed court reporting venture for Allstate clients which
services 1.2 million in new accounts and growing.
. Presentation on starting new product ventures for the company.
. Improved on-time delivery from 36% to 88% within 1 year by implementing
project planning system based on teamwork, quality, and customer
satisfaction goals.
. Developed on-time delivery initiatives and forecasted hiring needs
. Increased productivity by 32% and cut overtime hours by 100%.
. Improved customer service relations and decreased complaints from law
firms by 62% by personally handling request along with team work.
State of Florida, Miami, FL
03/2006- 04/2009
Recruiter, Trainer, Lead Transcriber & Digital Court Reporter,
. 2007 State of Florida employee of the year.
. 100% error free transcripts and provided 92% of transcripts 3 days
earlier than due date.
. Created statistical data for forecasting of court reporting services
provided.
. Ensured that transcripts are completed in a timely manner set by statue.
. Typed transcripts for DCF, Attorneys, Private Attorneys, Prose Defendants
and Judges.
. Increased State gross intake by 15% by implementing to charge all parties
requesting transcripts for the first time in 2008.
. Overseen all aspects of the recruitment and staffing, including resume
reviews, interviews, and final candidate selection.
Absolute Video Inc., Miami, FL
11/2002- 3/2006
(Recruiter, General Manager, HR Manager,)
. Completed bid proposal to renew the court contract worth 2.8 million per
year for four years.
. Managed 5 supervisors and 52 associates directly, supervised 23
courtrooms indirectly 1 HR specialist 1 HR generalist.
. Successful in hiring, motivating, and retaining quality personnel by
creating a positive work environment, resulting in increased employee
retaining quality personnel by resulting in increased employee retention,
decreased employee absenteeism, and excellent customer satisfaction.
Created and implemented an employee satisfaction program.
. Employed over 115 employees and handled all aspects of the recruitment
and staffing, including resume reviews, interviews, training, and final
candidate selection.
. Utilized payroll knowledge and skills.
. Testified on behalf of the State of Florida before a jury describing how
the digital court reporting equipment works and the accuracy of the
record.
VOLUNTEERISM: Big Brothers, Big Sisters program. Cystic Fibrosis
Foundation Contributor. Food drive for Camillus House.
SKILLS: Type 60-70 WPM, Oracle, SAP, Peoplesoft, Quickbooks, Quickbase,
Word, Excel, PowerPoint, Microsoft Access. HR experience - Recruiting, Time
and attendance, applicant tracking, training management, compensation and
benefits, HR-self service. Versatility to learn HRIS systems and HRMS
systems.
LANGUAGES: Basic Portuguese, English
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