Customer Service Manager

k e r i S e d o r

Madison, WI ( 415-***-****

http://www.linkedin.com/in/kerisedor ( **********@*****.***

Employment

Timbuk2 Designs. San Francisco, CA

**** - ****

Located in the Mission District of San Francisco, Timbuk2 is an urban

outfitter of messenger bags, backpacks and accessories with a staff of

60 including a culturally diverse, domestically based manufacturing

staff.

Human Resources Manager

jun2007 - May 2010

V Recruiting - Developed comprehensive interview process to

generate broad buy-in of hires across all departments.

Coordinated full cycle recruitment from sourcing candidates

through network referrals, LinkedIn, active search and job

boards. Schedule, coordinate and conduct interview process and

hiring team debrief sessions. Conduct reference checks,

generate and deliver final offer. Resulted in 30% decrease in

turnover year after implementation.

V Orientation - Developed on-boarding materials and process

including writing a Timbuk2 'brand appropriate' New Hire

Handbook. Oversaw administration of benefits and new hire

paperwork. Maintained employee files in compliance with CA law.

V Employee Relations and Performance Management - Served as

trusted, knowledgeable go-to person in the company for all

employee relations and performance issues. Administered PIPs

and conducted investigations; skilled in communicating and

working with non-English speakers.

V Payroll & Benefits - Primary HRIS administrator. Payroll

processing. Managed open enrollment periods, plan selection,

carrier paperwork and relations. Work with broker to deliver

cost effective, suitable healthcare for staff. Monitor 401(k),

assisted in management 401(k) termination and transfer of funds

to new plan, conduct new enrollment. Knowledgable of IRS

regulations regarding 401(k). Process FMLA, WC and COBRA

paperwork.

V Training and Development - Worked with Managers to develop

yearly performance plans for direct reports. Partnered with

consultant to develop and administer performance review program.

V Exit - Prepared and oversaw resignations and terminations to

ensure compliance with CA law and minimize company liability.

Conducted exit interviews and used data to inform future company

policies and procedures.

V Retail - Serve as primary HR for Timbuk2 Retail. Deliver on

site employee orientations, meeting facilitation and employee

relations to Retail Store Manager resulting in significant

reduction in retail turnover

V Culture - Planned and executed company parties & holidays,

events, Sample Sales, Halloween, Take your Son/Daughter to Work

Day; coordinated full scale office move of 60 employees in

August 2007 and again in February 2010.

V Facilities/Office Management - Maintain office and factory

facilities, vendor relations, processing and negotiating

invoices, ordering and organizing supplies and general office

upkeep.

Customer Service Representative

oct2006 - may2007

V Friendly phone and email service provider, ready with quick and

comic relief for your burning bag questions, comments and

complaints.

V Coordinated staff members to plan company outings and events

V Developed office wide recycling and compost education program

which reduced waste output and increased awareness of social

responsibility

Copywriter

Freelance/CURRENT

V Utilize language to promote ideas that persuade you, the reader,

to act or subscribe to our way of thinking.

V Generate tagline and short/long product descriptions for

www.Timbuk2.com as well as About Us, Jobs and various customer

information pages; generate workbook and hangtag copy

Bay Area Discovery Museum. Sausalito, CA

2004 - 2006

Nestled on 7 acres in the Marin Headlands, this indoor/outdoor science

museum caters to children under age 6 and focuses on connecting them

with the bay ecosystem that surrounds them.

Guest Services Coordinator

nov2005 - aug2006

V Department lead responsible for daily operations of the

Reservation Office and financial reporting to Guest Service

Manager. Delivered outstanding phone, email and in-person

customer service.

V Managed program schedule for school tours, birthday parties and

performances. Coordinated arrival and orientation of performers

and groups.

V Managed front desk and greeters. Acted as back-up support for

customer relations issues on the museum floor and back-up

support during festivals and events.

Educator

mar2004 - nov2005

V Conducted science demonstrations for school groups and daily

visitors and delivered an outstanding visitor experience.

V Assisted in curriculum development lead by Director of

Education.

V Conducted Nature Walks around Fort Baker, describing flora,

fauna and fallen military buildings.

V Served as "explainer" on the floor in all halls including

science, art, and traveling exhibits.

HR Certificates

SHRM Essentials of Human Resource Management Certificate Program,

November 2008

Preventing Harassment in the Workplace for California Managers

Seminar, October 2008

EDD of California State/DLSE Labor Law and Payroll Tax Seminar,

October 2008

Education

Bachelor of Science in Psychology, the Pennsylvania State University,

University Park

Focus on Biological/Evolutionary Science. Minor in Human Development

and Family Studies. GPA 3.65

Computer Skills

Advanced skills in Microsoft Word, Excel, Power Point, and Outlook.

Advanced user in ADP HRIS; Intermediate user in ADP EzLabor, Pay

eXpert.

Highly proficient in using both Windows and Mac operating systems.

Community & Volunteer Involvement

San Francisco Bicycle Coalition Volunteer

V Assist in general office upkeep; Festival and event support;

Bike to Work Day Captain!

Garden and Compost Educator, Garden for the Environment, San

Francisco, CA

V Certified to educate city-dwellers about urban gardening and

composting; lead educational workshops; Event support.

Boys and Girls Club, San Francisco, CA

V Events volunteer.

Exploratorium, San Francisco, CA

V Science experiments volunteer.

Contact this candidate