Customer Service Management

FELICIA STONE

DYNAMIC HR PROFESSIONAL

**** ******* ****** ***** . *******, TN . 38141

Home 901-***-**** . Cell 901-***-**** . abjwen@r.postjobfree.com

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"You gain strength, courage and confidence by every experience in

which you really stop to look fear in the face." - Eleanor Roosevelt

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I am an accomplished professional with multi-faceted HR experience spanning

several industries throughout the last 7 years including, banking, finance,

and healthcare. I have achieved outstanding results providing expertise in

recruiting and staffing, exit interviews and metrics, benefits, payroll,

interpreting and implementing policies and procedures, and building strong

relationships on all levels. I am truly a driven professional by heart, who

understands the importance of continuous growth, hard work, and great

follow through.

EDUCATION

Belhaven College, Masters of Business Administration, Memphis, TN, 2008

Belhaven College, Bachelor of Business Administration, Memphis, TN, 2005

PROFESSIONAL HISTORY

Spherion (Accredo Health Group) September 2009-June 2010

Memphis, TN

Corporate Staffing Specialist

. Managed a high requisition workload of 10-20 positions while maintaining

excellent customer service to both internal and external customers

. Partnered with HR team to develop and execute recruitment strategies for

entry-level, exempt level professional, and management positions

throughout Finance, IT, Accounting, and Operations

. Owned the candidate management process from sourcing through candidate

tracking/ communication, reporting, and on-boarding

. Prepared and extended written offers, compensation/benefits packages, and

temporary incentive plans to new recruits

. Implemented college/university relations programs to attract talented

professionals and maintain a pipeline of talent to join the company.

First Horizon National Corporation 2007 - 2008

Memphis, TN

SR. Staffing Specialist-Corporate Recruiting

. Maintained knowledge of applicant tracking system as well as applicant

tracking and other required records to ensure hiring practices were in

compliance with company policies and guidelines and government regulation

. Maintained current knowledge of general staffing and human resource

trends

. Analyzed jobs and job descriptions in order to match the right candidate

for job vacancies

. Advised hiring managers on the interpretation and application of staffing

guidelines, policies, and procedures

. Managed full cycle recruiting for candidates throughout interview

process; educated candidates on the total value proposition of the

company including the company's benefits, compensation structure, and

bonus structure, and maintained regular contact with candidates to ensure

candidate is engaged through start date.

First Tennessee Bank NA 2003-2007

Memphis, TN

HR Generalist-Human Resources Division

. Provided guidance, interpretation, assistance and follow-up on HR

policies, procedures, and documentation for employees and managers within

the organization

. Coordinated the resolution of specific policy-related and procedural

problems and inquiries

. Oriented new employees to include benefits, payroll, new hire

paperwork(W4, I-9, enrollment forms, etc.) policies and procedures and

tour of the facility

. Assisted in developing training programs and trained employees in company

policies and procedures.

. Made presentations explaining the purpose and goal of HR procedures and

sought compliance and understanding of these processes

. Implemented HR policies and programs to meet needs of the organization,

to comply with legal requirements, and to promote positive employee

relations. Educated employees and provided feedback to senior management

on policy/program changes.

First Tennessee Bank NA 1998 - 2003

Memphis, TN

Supervisor-First Express Remittance Processing

. Responsible for high volume, high quality, and accuracy while processing

more than 18,000 checks daily

. Managed, calculated, and submitted the transmissions of check totals from

data entry processing for several accounts including Federal Express,

Merrill Lynch, Time Warner, etc., set work schedules, provide training

and coaching for staff of 12-15 data entry operators, and set

departmental goals and expectations

. Prioritized and organized workflow for 2 teams, which allowed improved

processing of job responsibilities and outcomes

. Developed and implemented a communication program within the department,

which increased team awareness and communication

. Provided training and direction to employees to support the day-to-day

operations of the department, including accuracy, quality, and team work

and utilization of the XPTR and BANTEC internal systems

. Utilized problem solving techniques, teamwork building strategies,

process control, and continuous process improvement tools to meet or

exceed departmental key operating statistics and goals

AREAS OF EXPERTISE

Strong business acumen

Qualified applicant sourcing

Recruiting/Staffing

Job Evaluation

Confidentiality & Record Keeping

Policy & Procedure Interpretation

Relationship Building

Exit Interviews and Metrics

Extraordinary Customer Service Skills

Implementing Process Improvements

Networking Abilities

SYSTEMS KNOWLEDGE

Case Management Systems

Ultimate Software (Ultipro)

ADP Virtual Edge

Erecruitment

HR Profile

Kronos

Microsoft Office

Word

PowerPoint

Access

Excel

Windows 95, 97, 98, 03

Windows XP

LEADERSHIP ABILITIES

Client Relationship Management

Cross Functional Team

Vendor Management

Effective Communications

Presentation Skills

Decision Quality

Learn on the fly

Forward Thinking

LEADERSHIP SKILLS

Dependable Team Player

Attention to Details

Flexible and Well-Rounded

Enthusiastic

Demonstrates initiative

High Energy

Excellent relationship and interpersonal skills

Drive and Self-Motivated

Contact this candidate