Customer Service Manager
Resume:
Robin V. Williams
Flower Mound, TX 75028
***********@*****.***
972-***-**** cell
972-***-**** home
BUSINESS COMPENTENCIES
Customer Achieving Business Ethics Requirements Achievement Leadership
Orientation/Service Results Management and Drive
Focus Communications
Change Management Developing Business Acumen Continuous Managing People
Accountability
others learning
Foster Concrete Business Process Flexibility and Strategic Relationship Building
Collaboration/Team Organization Management adaptability Thinking
Work
PROFESSIONAL EXPERIENCE
PREMIER ELECTION SOLUTIONS/ DIEBOLD CORPORATION – ALLEN, TX
HR Staffing Manager January 2006 – October 2009
Responsible for managing all aspects of the staffing including: recruiting, diversity recruiting, staffing, vendor
management. Developed strategic planning and hire execution to achieve maximum recruiting of top
candidates to the company.
Staffing/Recruiting Manager – Diebold Corporation
• Streamlined recruiting/hiring process cycle, including, strategic resource planning.
• Reviewed and confer with hiring managers and HR team on job description verbiage and salary
grading structures.
• Successfully recruited and staffed over 40 associate hires into the organization in 2007, including:
Project Managers, Project Administrators, Sr. Technical hires, Educational Trainers and Sr. level
accounting staff members, Inside Sales Manager and the supporting Inside Sales team, Marketing
Support Specialist and Customer Service Support Specialists closing the recruiting gap of the entire
organization, which allowed complete staffing requirements to meet the challenges of the 2007/2008
organization Election cycle.
• Successfully recruited and staffed 60 associate hires into the organization in 2008/ 2009 including:
additional Customer Service team members, additional Accounting Managers, along with an
accounting staff of seven. Recruited five Sr. SW Developers and two mid-level SW developers
creating a new and elite team, reporting to the Research and Development V.P and his organization
both in the US and Canada, to prepare for the 2008 Election cycle .
• Fully knowledgeable of candidate process life cycle flow, into and out of systems (Taleo, VMS etc).
• Effectively and successfully managed vendor recruiting of over 3000 contract hires for short and long
term contract hires, in support of the organization’s election teams to be success.
• Led the recruiting assessments, salary negotiations and offers, to potential candidate hires in the
support of the organization’s values, mission and vision.
• Drove the internal requisition report process for timely submission to agencies.
• Raise the level of staffing and recruiting process awareness, through the use of new tools and
electronic techniques.
• Auditor of systems to ensure consistency and continuity reducing cycle time productivity.
Management Training
• Designed, presented and implemented HR staffing guidelines, policies and procedures. Areas of
focus: Interviews dos and don’ts, interview tips and techniques, diversity and EEO/APP policies and
procedures.
Partnerships
Created the organizations first talent acquisition program which reduced turnover and increased
customer satisfaction across the organization.
Develop and maintain key linkages to Corporate HR, via special projects assigned.
Successfully provided strategic support in developing corporate workforce-planning strategies and
designs.
Page 2 Robin V. Williams
GLOBAL PROFESSIONALS INC. – DALLAS, TX
Technical Recruiter May 2005 – January 2006
• Administrator of job postings for contract and permanent placement.
• Submitted permanent and contract applicants to appropriate human resource company management
teams, for consideration.
• Established linkages with V.P. providing innovative and creative insights and, proposals on new
contracts.
• Performed and recorded all resume screenings, telephone interviews, and reference checks.
• Developed new recruiting methods, process and documentation.
• Resolved employee issues to improve vendor relations.
• Successfully perform over 75 resume and telephone screenings daily, scheduling minimum of 20
candidates for in-person interviews weekly.
UNIVERSITY OF PHOENIX /APOLLO GROUP - IRVING, TX
Admissions Counselor December 2003 – March 2005
• Recruited and advised undergraduate and graduate students on admission and degree completion
requirements for successful graduation.
• Enrolled students for undergraduate and graduate programs. Increasing revenue by 750K in 2004.
• Reviewed program requirements, transcript request data and, financial aid options to achieve
success comfort levels of enrollment with prospective students.
• Recruited corporate leads with business development team to increase University’s profit margin.
IBM CORPORATION / IBM GLOBAL SERVICES NORTH AMERICA
ITS Transition Manager/HR Generalist October 1999 - May 2003
• Assisted in the Implementation of the organization’s first ever “New Hire Transitional Management”
role for the Organization.
• Reinvented new hire processes for continuous improvements.
• Tracked and communicated employee performance measurements.
• Trained new employees and managers on various HR policies.
• Supported Program Management recruiting team on various projects as assigned.
HR Staff Recruiter/Analyst
• Facilitated the corporate new hire process for the organization.
• Built relationships with IBM Global Services (IGS), Utility Industry, and Human Resources (HR)
teams.
• Recruited technical hires nationwide through job fairs, company sponsored events and on college
campuses.
• Consulted with Directors, Business Area Managers and Hiring Managers, to ensure top candidate
recruitment.
• Provided recommended for final decisions of potential candidates to hiring managers.
EDUCATION AND PROFESSIONAL DEVELOPMENT
Bachelor of Science in Management/Human Resource, University of Phoenix GPA 3.68, Irving TX
PHR Expected Certification May 2010
CORPORATE AND PROFESSIONAL TRAINING
IBM Recruitment Certification
IBM Campus Recruitment Certification (CRM)
IBM Management Training Certification
Diebold EEO/AAP Training
Diebold Corporate Security and Compliance Certifications
TECHNICAL SKILLS
MS Office Suite Tools
Lotus Notes Suite
Vendor Management Systems/Smartsearch (VMS)
Taleo Talent Management System
Oracle HR Systems
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