Customer Service Management

Lisa S. McKenzie

**** ****** ****, ****** ******, MD 20904 ? 301-***-**** ?

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

EXPERIENCE:

National Committee for Quality Assurance (Healthcare/non profit)

June 2007- present

Corporate Recruiter

Manage NCQA's staffing efforts by supporting managers in pre-recruitment

activities including, providing support related to identification of core

job requirements, competencies, and counseling on the recruitment process

itself and maintaining knowledge of current market trends. Support

managers in recruitment activities including, sourcing of candidates,

screening resumes/candidates, interviewing of candidates, creating

recruitment ads and providing input and guidance on hiring decisions.

Conducting references checks, extending offers and creating offer letters.

Manage HR's recruitment abilities by proactively developing internal and

external relationships/networks (i.e. hiring managers, colleges &

universities, recruiters, internet recruitment sites, etc.) in order to

create a greater flow of potential applicants. Manage the usage of

staffing agencies from temporary agencies as well as consultants from

specialized firm. Develop and maintain internal systems and strategies to

support the recruitment process including tracking of sourcing option

success, tracking of resumes, managing applicant tracking system, ensuring

smooth interview scheduling and overseeing administrative processes

associated with recruiting. Manage and develop the recruitment budget.

Provide advisory service on all complex or unprecedented staffing issues,

act as a technical expert and provide guidance to lower level specialists

in difficult situations. Advise managers on position

classification/position management and organization design studies. Expand

our employee referral program. Conducting new employee orientation,

creating a pipeline externally in order to be proactive when open positions

become available.

.

Department of Housing & Urban Development (Government) May

2005-May 2007

Recruiter

Developed strategies and perks to attract and retain staff, while providing

support to new hires. Worked very closely with business line managers to

understand needs/qualifications; performing reference checks, extending job

offer of employment to successful candidates. Responsible for a wide range

of HR activities such as orientation, benefits administration, personnel

records and employee relations. Conducted the on boarding of new hire

orientation. Presented along with the Director of Learning Development

various workshop on employee relations subjects. Maintained HR operations

and data to ensure compliance, effective employee orientation, and

management of employee relations practices. Responsibilities included

responding to personnel related inquiries, evaluated, interviewed, and

hired applicants for internal positions. Determined pay, conducted

performance appraisals, and generated new business by consistently

marketing our products / services, promoted good public relations and

excellent customer service. Worked very closely with business line

managers to understand needs/qualifications; performed reference checks,

extended job offers of employment to successful candidates. Responsible for

a wide range of HR activities such as orientation, benefits administration,

personnel records and employee relations. Maintained HR operations and data

to ensure compliance, effective employee orientation, and management of

employee relation practices. Delivered quality customer service and monitor

employee customer satisfaction levels, programs, and issues. Provided

senior level HR support in the areas of career management, employee

relations, retention, employee motivation, organizational policies, and

benefits administration. Provided career management guidance and one-on-one

counseling in the areas of mentoring, career discussions, professional

development plans, and salary management. Educated and counsel managers on

employee relation's issues to ensure fair treatment of staff and compliance

with federal and state employment laws, advised managers on compensation

decisions through job analysis and determination of internal equity and

external competitiveness.

Haynes & Associates Inc ( Accounting)

June 2000- April 2005

Human Resource Generalist

Organized and performed recruitment activities, including writing ads and

vacancy announcements, internal posting of positions,

and conducting on-campus recruiting programs. Conducted screening

interviews face-to-face or by phone and recommended candidates for further

consideration. Analyzed training and career development needs for

professional and support staff; planned organized, ensured delivery and

evaluated results of training. Conducted exit interviews, analyzed

results, and submits reports to management. Conducted new employee

orientations to ensure employees gain an understanding of benefit plans

and enrollment provisions. Provided information to employees and

applicants on plan provisions so that individuals can make informed

benefit decisions. Maintained relationships with candidates throughout the

recruiting process, including extending and negotiating all offers of

employment. Managing and tracking attendance, processing payroll, problem

resolution, customer relations, and adherence to policies and procedures.

Serves as a classification specialist providing position classification

services to assigned organizational components. Provided in- depth

position classification and position management support to the

organization which has positions in professional, administrative,

technical, and other fields. Assisted supervisors by writing position

descriptions or writing lower graded developmental position descriptions.

Provided HR, managers, and employees with information and interpretations

of the organizations' HR Classification policies, procedures, and

guidelines. Assessed and advised management on impact of proposed

reorganizations and recommends alternative management structures.

Determined the state of regulatory compliance, classification accuracy and

other classification program requirements. Resolved difficult issues and

problems requiring consideration of the total HR management program.

EDUCATION: Strayer University, Masters of Business Administration in

Human Resources expected September, 2010

University of the District of Columbia, Bachelors in Marketing, 2004

SKILLS: MS Word, Excel, PowerPoint, Access, Outlook, Peoplesoft, ADP,

ABRA, Typing 60 wpm.

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