Customer Service Training
Resume:
Susan D. Jones, CSP
Broken Arrow, Oklahoma 74012
*****@************.***
PROFILE SUMMARY
A pro-active, results oriented HR professional with experience in multiple
disciplines: talent acquisition and retention, staffing, training, employee
relations, benefits administration, and business development. Excellent
communication skills.
EXPERIENCE
HR Skills / competencies
. PHR/SPHR Certification Review Course, Tulsa Technology Center 8/10 -
present
- Expected Completion / Certification 12/2010
. Employee Relations: Maintain appropriate contact with internal and
external managers and professionals to stay abreast of concerns and
address personnel issues. Work closely with HR Management to provide
direction and assistance.
. Orientation and Training: Develop, revise, instruct new employees in
company's policies and procedures.
. Responsible for continuing education, training and certification of
employees.
. Stay current with employment laws as they pertain to HR - specifically
ADA, FLSA, FMLA, OFCCP, EEO, EEOC, OSHA, HIPAA, etc.
. Disposition candidates in People Click database, Excel, and
specialized industry-specific software.
Key Personnel - financial staffing DIVISION, Tulsa, OK 4/07-
5/10
Senior Recruiter
. Conducted full cycle recruiting & staffing of financial contract and
direct hire positions for Tulsa-area businesses, (including Oil & Gas
industry), in Accounting, Financial, Banking, Management, et al.
Positions ranged from entry-level accounting (A/P, A/R to JIB), to
Land Technicians to General Ledger Accountants & Revenue Accountants,
to Controller/CFO.
. Included sourcing, phone screening, conducting & scheduling interviews
(internal and external), salary negotiation, reference checking and
closing candidates on offers.
. Presented qualified candidates to hiring managers and HR Directors,
establishing and developing relationships with HR personnel, external
recruiters, and diverse client base.
Metals, USA- Houston, TX 11/06-
6/08
Corporate Recruiter / HR Consultant (4/07-6/08)
. Virtual - Selected candidates, conducted pre-screen interviews,
presented to Hiring Managers; positions included Warehouse Managers,
Outside Sales Reps and Sales Managers, Graphic & Web Design Artists,
Warehouse workers, Drivers.
Territory: FL, CA, UT, TN, AZ, KY, GA, TX
Port City Metal Services, (Metals USA) Tulsa, OK
HR Recruiting Specialist (Contract, On-site - 11/06-3/07)
. Recruited, Sourced, and interviewed skilled laborers for 250-employee
manufacturing environment: positions included CNC Machinists, Code
Welders, CNC Laser Operators, Forklift Drivers, Overhead Crane
Operators, et al.
. Recruited, Sourced & interviewed administrative support staff and
technical: AutoCAD Drafters, Office Personnel, etc.
. Developed employee retention programs and incentive programs
. Developed and maintained working relationships with local technical
colleges and local workforce development programs
Independent Contractor / HR Professional
2003-2006
Developed business relationships with clients to perform human resource
S. Jones - Page 2
responsibilities including recruiting, employee relations, consulting, and
training.
Businesses included Alorica, University of Phoenix, Real Insight, LLC,
Career Point and MetLife (through Spherion Corp as a Virtual Recruiter).
. Responsible for sourcing, screening, and hiring Technical Support Phone
Agents (Tier I and Tier II) for Sprint Call Center - Facility of over
1,000 employees
. Sourced candidates through a variety of methods including Internet -
Monster, Career Builder, and Hot Jobs, career fairs, and referrals.
. Developed and implemented skills assessment tool that resulted in
determining basic computer skills and knowledge
. Provided academic advisement, career counseling
and management for new and continuing students in
both bachelor's and master's degree programs.
. Acted as Mediator / Liaison by resolving issues between students and
administration involving university policies and procedures
JOB SKILLS TRAINING CENTER, Tulsa, OK 1998-
2003
Education Director & Job Placement Coordinator
Overview: Supervised and managed disciplines of classroom instruction,
training, career counseling, needs assessment, curriculum development, and
business development.
. Worked with diverse, multi-cultural adult student populations.
. Developed and implemented successful internship program with area
businesses and medical offices resulting in successful job placement.
. Taught adult students laws regarding hiring procedures, application
process, interview skills, resume writing, and customer service.
. Supervised part-time and full-time staff.
MAXWELL HEALTHCARE, Tulsa, OK 1995-
1998
Education Coordinator / HR Generalist
Overview: Developed and maintained a successful and comprehensive program
of orientation and board review for newly arrived physical, occupational,
and speech
therapists from various countries and cultures. Worked directly with Human
Resources and Risk Management to assure compliance.
. Directly responsible for all therapist-employees (100+)
administration of benefits, new hire paperwork, and employee
relations.
. Taught company policies and procedures
. Provided training & instruction on the basic tenets of the U.S.
system of healthcare and delivery.
. Ongoing enhancement of board preparation and review materials to
prepare therapists to pass national certification exam in their
discipline.
. Complete New Hire paperwork (I-9, W-4, Background Authorization,
etc)
. Maintained current on updated changes with laws regarding ADA,
OSHA, COBRA, and FMLA.
MANAGERIAL AND SUPERVISORY SKILLS
Proven multi-tasking abilities by scheduling and supervising staff,
resolving customer/employee issues, and completing projects in a timely
manner. Ability to interact with employees and management staff at all
levels of organization.
AFFILIATIONS
Desk and Derrick Club of Tulsa since 2008 (Petroleum and Energy-related
Industry Affiliation)
Vice President - 2010 to present
Board Member, Program Chair - 2009
EDUCATION
B. A. LeMoyne College, Syracuse, New York
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