Customer Service Training

Michelle L. Hamilton

*** *. **** ****** **. ***-*54 (602) 748-

3462

Phoenix, AZ 85027 ****.******@*******.***

Summary of Accomplishments

. Responsible for recruiting, interviewing, and hiring new staff

. Responsible for designing, organizing and facilitating training

programs

. Strong facilitation, and customer service skills

. Created job descriptions, interview guides, and standard operating

procedures

. Responsible for conducting personnel evaluations and management of

employees and budget

. Promoted several times over my career, and have received numerous

awards for performance

Employment History

Southwest Network, August 2009 - Present

Recruiter

Responsible for sourcing and recruiting new staff, which includes

developing new strategies to find employees, attending job fair. Created

job descriptions, interview guides, and developed a recruitment standard

operating procedure. Helped with management with interviewing skills, and

preformed interviews. Complied and entered proper paper work for new

employees. Developed training for behavior based interviewing.

Stay at home Mom, January 2008 - August

2009

Pulte Homes Corporation, May2003 - January 2008

Laid off due to economy

Manager of Customer Relations December 2005 -

January 2008

Organized trades and provided customer service, resolved conflicts with

employees and customers. Trained new employees member of Top Gun

council which provided strategies for process improvement. Was given

the top priority home owners because of my customer service skills.

Recruitment and Training Specialist August 2004 -

December 2005

Developed & implemented intern, leadership, and existing employee

training programs. Organized and facilitated all training programs

after design. Worked with home office to implement and facilitate off

site trainings. Managed employees which included the

development/performance, management, and supported employee relations

programs. Maintained budget and secure funding through executive team.

Construction Superintendent May 2003 - August

2004

Managed daily activates in new home construction. Mentored new

employees and participated in recruitment activities. Won award for

top community. Redesigned the tracking software to cut production

time, and then trained all employees how to make the change.

Education

Masters in Industrial Organizational Psychology current GPA 4.0

Expected October 2011

Courses in culture, organizational theory & assessment, employee selection

& placement, job analysis & training, professional ethics, many masters

level courses also taken in psychology and counseling

Bachelors in Science in Business Administration May 2003

Northern Arizona University Completed degree

in 2 years

Certificate in customer service

Member of Alpha Delta Pi & Delta Sigma Pi

Associates in Occupational Studies Drafting 1998

Universal Technical Institute Civil Engineering

Emphasis Deans

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