Customer Service Manager

Clay Jordan, PHR

334-***-**** *** Chapelwood Dr

********@*****.*** Dothan, AL 36305

Energetic, outgoing and loyal HR professional with over 9 years of experience in the security services industry,

specializing in management, investigations, human resources, operations and effective team building. Demonstrates

a proven ability to manage a full spectrum of HR programs, services and functions. Possesses an impressive

command of employment laws, compliance issues, benefit plans, and managing through various environments with a

large number of exempt/non exempt employees. Excels in collaborating with senior management to implement

innovative human resource strategic management techniques in order to support and further corporate goals; thrives

in demanding and challenging environments and excels under pressure.

Operations Management Employee Engagement Tactics

EEO Compliance Policy Design & Administration

Compensation/Benefits Design Training & Development

Recruitment/Retention Coordinator Culture Building & Image Branding

Program/Project Management Employee Investigations/Counseling

P rofess iona l E x pe r ience

DSI Security Services 2002 – Present

Various Roles and Responsibilities

Various Locations

Corporate HR Manager, (2007 – Present)

Directed the overall HR functions of a 40 year old, nationally based company operating in 18 States

throughout the U.S, with 23 Offices and approximately 3,000 Employees.

Conducted extensive analysis of existing HR department and developed business plan to update all policies,

procedures, services, programs and operations.

Oversaw and directed a broad range of HR functions including EEO Administrator, personnel development

programs, employee engagement, wellness initiatives and policy development.

Managed employee screening/hiring/orientation, benefits/401K, risk and rewards management and overtime

reduction.

Ensured overall company compliance with various state/federal employment regulations and security officer

licensing.

Tracked investigations into misconduct related to any Title VII violations and management of unemployment

insurance programs.

Conducted Comprehensive HR Audits for 23 Branch locations; allowing me to strategically align human

resources development initiatives with company culture.

Project Director in redesigning a 20 year old Employee Handbook as well as revamping an outdated Policy

and Procedure Manual.

Named Acting Facility Security Officer for all DOD contracts (Secret Clearance since Oct 2007).

Designed compliance program to meet OFCCP regulations as a result of our federal contracts, through

instituting a web based ATS system.

Reduced OT expenses more than $200k in 2008 and $350k in 2009.

Introduced an aggressive Safety and RTW program in 2009 which resulted in a decrease of workers

compensation costs of nearly $480k and 90 fewer injuries resulting in loss time.

Developed a comprehensive Security Officer Orientation guideline being used by more than 5,000

employees annually.

Designed a wide range, consistent monthly training program in an effort to standardize our customer service

approaches for more than 600 Clients throughout the United States.

Reduced company turnover rate by more than 70% in 2009;

Guided the Administrative Employee recruitment process through attending college job fairs, maintaining

internet recruiting sites, networking events and government sponsored events.

District Manager of Operations/Sales, (2005 – 2007)

Hired as Primary Account Executive of Electronic and Physical Security Services to various industries, multi

national Corporations and Fortune 500 companies.

Managed over $9M in Security contracts annually; directly reported to Corporate Director of Operations,

COO/General Counsel.

Provided managerial oversight for more than 50 accounts and 300 Security Officers, with 10 Administrative staff

members in the Central/North Georgia market.

Ensured consistent coverage of the accounts encompassed within assigned region.

Assumed direct responsibility for all results being generated out of assigned branches, including HR functions,

Sales reporting, Profitability, EEO compliance and Federal Regulations.

Conducted Assets and Risk management assessments, as well as comprehensive Security assessments to

meet needs of protecting personnel and property for existing and potential Client base.

Acted as Senior Management liaison between Customers and Corporate Management.

Received 2007 Branch Overtime Award, 2005 & 2006 Most Profitable Branch Award, 2005 Customer Service

Satisfaction Award, DSI Security Branch of the Year Award and DSI Security Branch Safety Award.

Secured more than a 200% financial growth from 2005 2007; weekly service hours grew 900 weekly service

hours to 11,000 weekly service hours in less than 3 years.

Achieved 98% retention rate in 3 years, which generated significant repeat and referral business that fostered the

overall growth

Oversaw all recruiting measures to ensure that client accounts remained staff with qualified candidates at all

times.

HR Manager, (2002 – 2005)

Provided HR duties(Recruiting, Hiring, Firing, Training), for a staff of 30 Site Managers, with more than 150 non

exempt employees reporting to this group of Site Management, for a $40M organization.

Developed recruiting as well as hiring plans and conducted interviews for all new hires entering our Branch office.

Processed all new hire, benefits, leave, termination and payroll paperwork; provided monthly training seminars in

accordance with company, customer and state guidelines

Performed as key driver in design of training initiatives to ensure compliance with all Local, State and Homeland

Security regulations.

Accountable for linking HR initiatives to corporate strategic business plan in an effort to assist local management

in profit driving programs.

Conducted workers compensation investigations as well as harassment/discrimination/ADAAA investigations.

Introduced a Customer specific pre hire Orientation and monthly training programs, which was used in designing

our corporate training initiatives.

Provided coaching and supervision to foster productivity, top performance and cultural development; maintained

ATS systems in an effort to maintain branch compliance with OFCCP program

Conducted extensive interviews on all viable candidates and placed them at the appropriate client locations

based on their skills and qualifications

E d uca t io n & Tech n ica l S k i l ls

University of Mississippi, Oxford, MS, 1997 – 2001, B.A.

John N. Waddell Scholarship Recipient,

Orrin Swayze Scholarship Finalist

University of Alabama Birmingham, Birmingham, AL, 2001 – 2002, MSCJ

Graduate Research Assistant

Kennesaw State University, Atlanta, GA, 2007, Fundamentals of Accounting Program

Tallahassee Community College, Tallahassee, FL, 2009

Human Resource Professional – SHRM Sponsored Course

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