Project Manager Customer Service

JACQUELYN ALLEN

********@*****.***

Professional Summary

Management professional with extensive experience in the following areas:

Recruiting, Training & Development, Team building, Labor Relations,

Compensation & Benefits, Performance Management, Scheduling, Customer

Service, Organization and Planning, Quality Management, Budgeting, Project

Management, Systems development

Regional Director Human Resources/Office Manager

. Responsible for recruitment; pre-employment screening and skills test.

New hire orientation. Conducted safety audits and training programs.

Served as first contact for employee benefit plans, 401K, health,

dental, vision, Life, LTD, STD. Administered employee recognition

program, coordinated disciplinary and non-disciplinary counseling

procedures. Maintained compliance documentation. Coordinated work

schedules and labor budgets

. Administered/ monitored the wage schedule/ performance evaluation

program. Administered risk management program including workers

compensation claims and loss reduction programs. Reviewed payroll

(Kronos & Peoplesoft) Prepared evidence for UC hearings.

. Coordinated job fair/hiring process for eight new facilities with

total recruitment needs of approximately 1345 positions

. Implementation project manager of new payroll system (Kronos) and new

application process(ADP)

. Managed the roll out of new benefits package and coordination of

health assessment for all eligible employees

. Planned Corporate events and acted as facilitator at management

retreats

Consultant/Project Manager

. Responsible for creation and implementation of customized training and

materials for businesses.

. Assist with establishment of benefits programs including insurance,

401K and wage scales Presented benefit information and managed

enrollment process during open enrollment.

. Reviewed and assisted with writing of job descriptions and ranking of

position levels. Created documents and data base to be used for

tracking performance, reviews and other employee related data.

. Conducted training seminars in areas of customer service quality

assurance, supervisory skills, team building. Provide project

management services

. Document Imaging project, responsible for creation of pilot/model

office for paperless file system

. Telecommunications, worked with AT&T to design and implement call

center-tracking system

Jacki Allen Page 2

Director of Quality Management/Director of Claims/Call Center

. Organized department for newly formed company, established job

descriptions and salary grades for all functions-created training

programs and documentation for all procedures. Recruited, interviewed

and hired supervisory staff

. Created contract compliance and consumer affairs units to ensure that

company policies met all state and federal regulations, oversaw

product development and worked with sales in creation of marketing

materials-Consumer Affairs worked with service providers, consumers

and regulatory agencies to resolve service issues

. Major systems conversion, served as project coordinator for claims

systems conversion

. Established fraud and abuse investigations unit, also responsible for

internal audits

. Special Reporting unit, created unit to monitor workflow, production

and sales volume Prepared management reports for use in staffing and

budgeting projections

. Quality Improvement, conducted company assessment against Baldridge

criteria, established assessment teams, quality council, cross-

functional teams, and methods to collect and assess data for

benchmarking and organizational long range planning.

Professional Highlights

American Society of Quality Control International Customer Service

Association

American Society of Training and Development Six Sigma Certification PHR

Education/Bachelor of Science

Psychology/Journalism Human Resources

Volunteer Experience

Fund raising for public television and radio, coordinator for various

political fund raising events, Women's Crisis Hotline volunteer

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