Customer Service Manager

KELLEY A. McCORMICK

**** ********* ***** **** (407) 748-

0829

Orlando, FL 32812

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

PROFILE

Positive, self-motivated Human Resources and Administrative

professional with a passion for learning and employee development.

Excellent communicator, adaptable and service focused. Ability to

establish and maintain strong working relationships and motivate

others.

ADDITIONAL QUALIFICATIONS

. Excellent organizational, time management, event planning, and

networking skills

. Proven success with continuous improvement and streamlining of

processes and procedures

. Strong facilitation, leadership, and partnering abilities

. Talent for mastering new systems and procedures quickly

. Knowledge of HR practices, HR systems, and employment law

. Industry knowledge: hospitality, education, utilities, food &

beverage, operations, retail, government, office suites, and

customer service/call center

EDUCATION

Master of Human Resources Management

Keller Graduate School of Management, Orlando, FL

Bachelor of Arts - Speech Communication

University of Florida, Gainesville, FL

SUMMARY OF EXPERIENCE

HUMAN RESOURCES: 10+ Years in both management and support positions in a

variety of industries.

Training/Orientation - Facilitation of New Employee Orientations,

Leadership Training, Time Management, Conflict Management, DiSC,

Bloodbourne Pathogens, Secretarial Development, and Communications

programs. Presentation of benefits and SAP information sessions for

groups of up to 200 people. SAP implementation and training of

executive management team from hierarchies to use of HR, expense and

purchasing functions. Development of training and informational

programs including: needs assessment, topic research, timeline

creation, development or selection of a/v materials and assessment

tools, marketing, implementation, evaluation, and updates.

Utilization of a variety of training tools and methods - CBT, testing,

a/v, group facilitation, etc.

Employee Relations/Performance Development - Initial interviews,

recording of progressive measures, communication with review panel,

supervisors, and employees, with follow-through to successful

conclusion. Development, interpretation and enforcement of employee

policy manuals and contracts. Leadership, motivation, and guidance of

training teams, and other employees. In-depth knowledge of Craft

Maintenance Contract.

Recruiting - Ad creation and placement, resume' review, telephone

screening, interviewing, selection, and compensation determination for

successful right-fit hiring and succession planning.

Compensation/Benefits - Development of compensation structure and

employee reward programs. Primary point of contact for benefit related

questions and issues. Assisted with annual and new hire enrollments.

Presentation of information sessions for 800+ employees and managers

requiring in-depth knowledge of new plans. Provided translations in

Spanish and Creole to increase understanding of programs and

incentives offered by the company and heighten awareness of Human

Resources functions and services.

Payroll/Records Processing -Involved in payroll and employee records

processing and maintenance in nearly every position held (3 - 4000

employees). Ability to interpret and appropriately apply wage & hour

law, contractual requirements, leave usage policies, etc., to produce

error-free payroll. Used of a variety of payroll systems including

SAP, ETR, QuickBooks, etc. increasing my ability to master new

processes and systems quickly. Tracking and/or processing of

regulatory and other training certifications, FMLA, leave usage,

Workers Compensation, contractual infractions, disciplinary actions,

etc.

OTHER - Event planning, community involvement, participation in and

leadership of Diversity and employee recognition teams - significantly

increased awareness, participation and donations (Blood Drive

Coordinator: 300% increase in blood drive donations, 50% increase in

diversity and health fair event attendance.)

KELLEY A. McCORMICK

ADMINISTRATIVE SUPPORT: 10+ years including support of executives, business

owners, HR managers, department managers, and front line supervisors.

Calendar Management - prioritized and scheduled meetings, daily tasks,

reminders, travel, coaching sessions, presentations, training classes,

vacations, and other appointments to assist leaders and team members

with time management. Supported 1 - 7 leaders at any given time.

Travel Arrangements - research and booking of flights, hotels, meals,

registrations and leisure activities for as many as 40 people with

focus on budget and time savings. Completion and coding of expense

reports including foreign exchange rates.

Event Planning - meetings, company picnics (35 - 800+), health fairs,

blood drives, charity events, holiday parties, recognition

celebrations, local and out-of-state dance competitions, out-of-town

VIP excursions, etc. Results: improved awareness of company sponsored

programs, health issues, and available employee assistance;

significant increase in event attendance due to improvements in menus

and activities; dance competitions showing profits for the first time;

and over $6000 raised for local charities (one event).

General Clerical - phones (up to 8 lines), word processing, creation

of correspondence and executive level presentations, transcription,

light bookkeeping (A/P and A/R), budget creation, supply orders and

stocking, expense tracking, file maintenance, supervision and

scheduling of staff, interaction with all levels of employees and

clients, tracking of sales, labor costs, and other information. Use

of all types of office equipment, Microsoft Office, Quickbooks,

internet, and SAP (payroll, expense reporting and supply order

functions). Primary focus; providing whatever is required to

contribute to my leader's or team's success.

OTHER:

. Food & Beverage - 15+ Years experience. Manager on Duty,

Administrative Assistant, Trainer, Bartender, Server, Host, Salad &

Appetizer Prep.

. Retail - Manager, sales, customer service, inventory, scheduling,

payroll, displays, event planning, etc.

. Customer Service - Call center service locator for leading

computer/printer company.

. Operations - Assistant Manager Shipping & Receiving and Accounts

Receivable

. Education - 3 years Ballroom Dance Instructor

EMPLOYERS

OPERATIONS/ADMINISTRATIVE MANAGER, YOUROFFICE USA, Lake Mary FL

2008 - Present

MANAGER, COCO'S BALLROOM BOUTIQUE, Winter Park, FL 2007 - 2008

HR MGR/ADMIN/INSTRUCTOR, ARTHUR MURRAY DANCE STUDIOS, WP, FL

2004 - 2007

HR MGR/HR ASST/SECRETARY, WALT DISNEY WORLD, Lake Buena Vista, FL

1996 - 2006

MOD/ADMIN ASST/TRAINER/SERVER/HOST, BENNIGAN'S, Orlando, FL

1985 - 1997

CUSTOMER SVC/SECRETARY, NORRELL TEMP SVC, Orlando, FL & Los Angeles,

CA 1994 - 1996

SELF-EMPLOYED, SECRET PARTIES, Orlando, FL & Los Angeles, CA

1993 - 1995

SECRETARY, TRIDENT TECHNICAL COLLEGE, CO-OP & Special Schools,

Charleston, SC 1992 - 1993

ASST OPERATIONS MGR, INFOSOURCE, INC., Winter Park, FL

1990 - 1992

PERSONNEL ASST, STATE OF FLORIDA, HRS DISTRICT 7, Orlando, FL

1989 - 1990

FACILITATOR/PERSONNEL ASST, UNIVERSITY OF FLORIDA, Gainesville, FL

1987 - 1989

HONORS & CERTIFICATIONS

Partners In Excellence recipient, Walt Disney World 1998

Quarterly Award winner, Walt Disney World 2000

Notary Public - State of Florida

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