Customer Service Human Resources

I am a self-starter with a strong drive for results, a high degree of

initiative, and the ability to "learn on the fly." I have excellent verbal

and written communication skills, including strong group facilitation

skills, proposal and report writing skills and dynamic presentation skills.

I have a proven ability to confidently and professionally develop

successful working relationships with professionals at all levels.

SKILL & KNOWLEDGE BASE

Recruitment

Employee Selection Systems

Test Development / Psychometrics

Project Management

Training and Staff Development

Proposal / Report Writing

Interview Development

Statistical Analyses in SAS, SPSS, Excel,

Microsoft Office 2007+

360 Surveys, Assessment Centers,

Compensation Systems

EEOC Employment Law & Guidelines

ACCOMPLISHMENTS

. Wrote successful proposals and won contracts with awarded value of

$300,000 for the development and implementation of job analysis system

for entry-level applicants to Child Protective Services of Texas over

a two-year period.

. Developed an automated empirically keying procedure for scoring a

biodata selection test used by the FAA for selecting air traffic

controllers.

. Developed a semi-automated scoring system for an Assessment Center

designed for management development and feedback used by executive

level managers.

. Contracted with U.S. Government for Tinker Air Force Base Stress

Project. Contract amount: $50,674.00. Contract to assist Tinker AFB

Fire in reducing stress among firefighters through action research,

management assessment and training exercises.

. Consulted to develop, implement, and communicate a new compensation

system and associated policies and procedures for the Bexar County

government system in San Antonio. Serve as a technical expert in

various competitive and progressive compensation pay systems,

practices, philosophies, structures, recruitment and retention

initiatives, and implementation strategies.

. Developed and administered computer-based cognitive skill measures to

2000 Call Center trainees and designed and developed computer-based

training programs to develop customer service skills.

. Created and maintained an internship program for college students

desiring work experience in their chosen fields. This program included

a training and development course that prepared students to be

productive and conscientious employees.

WORK HISTORY

Assistant Professor ( University of Texas at San Antonio

(2004-2010)

Internship Coordinator ( University of Texas at San Antonio

(2003-2010)

Contract Consultant ( Teletech International (2009)

Contract Consultant ( Caliber, IFC International (2007)

Contract Consultant ( Presidio Sciences Consulting (2004-

2006)

Instructor ( University of Texas at San Antonio (2002-

2003)

Graduate Teaching Assistant ( University of Oklahoma (1997-2002)

Graduate Research Assistant ( University of Oklahoma (2000-2001)

Graduate Consultant ( ePredix / Previsor (2000-2001)

Organizational Petty Officer ( US Navy & Navy Reserves (1984-1990 &

1994-1997)

Education

Ph.D. Industrial/Organizational Psychology University of Oklahoma

M.S. Industrial/Organizational Psychology University of Oklahoma

B.S. Psychology (Honors) Montana State University

SELECTED REFEREED JOURNAL ARTICLES, BOOKS, & CHAPTERS

. Manley, G.G., Spivey, A., Johnson, A., & Mount, G., (2010).

Introductory psychology: Psychology for your life (3rd). San Diego,

CA: National Social Science Press.

. Manley, G.G. (2009). Human resources strategies for fair and legal

employee selection. In T. Torres-Coronas & M. Arias-Oliva (Eds.),

Encyclopedia of human resources information systems: Challenges in e-

HRM. Hershey, PA: AGI Global.

. Manley, G.G., & Benavidez, J. (2008). Using g alternatives to reduce

subgroup differences when predicting public sector performance. Equal

Opportunity International, 27, 337-354.

** chosen as a Highly Commended Award Winner at the Literati Network

Awards for Excellence 2009.

. Manley, G.G., Benavidez, J., & Dunn, K. (2007). Development of a

personality biodata measure to predict ethical decision-making.

Journal of Management Psychology, 22, 664-682.

. Mumford, M.D., & Manley, G.G. (2003). Putting the development in

leadership development: Implications for theory and practice. In S.E.

Murphy & R.E. Riggio (Eds.), The future of leadership development.

Mahwah, NJ: Erlbaum.

. Mumford, M.D., Manley, G.G., & Halbesleben, J.R.B. (2002). Background

data: Applications in recruitment, selection, and development. In G.R.

Ferris, M.R. Buckley, & D.B. Fedor (Eds.), Human resource management:

Perspectives, context, functions, and outcomes. Upper Saddle River,

NJ: Prentice Hall.

. Manley, G.G., Russell, C. J., & Buckley, M.R. (2001). Self-enhancing

in perceptions of behaving unethically. Journal of Education for

Business, 77(1), 21-27.

SELECTED CONFERENCE PRESENTATIONS

. Whynott, M.J., Manley, G.G., & Nguyen, D. Investigating structure

level and interview validity in assessing Big Five. Poster presented

at the 23rd annual meeting of the Society for Industrial and

Organizational Psychology, April 2008, San Francisco, CA.

. Manley, G.G., & Benavidez, J. Using cognitive and alternative

predictors for selection in the public sector: Increasing validity

while decreasing subgroup differences. Paper presented at Southern

Management Association Annual Conference, October 2006, Clearwater

Beach, FL.

. Benavidez, J., Manley, G.G., Mobbs, T.A., & Connelly, M.S. Expanding

Predictor / Criterion Space in Public Sector to Reduce Adverse Impact.

Poster presented at the 21st annual meeting of the Society for

Industrial and Organizational Psychology, May 2006, Dallas, TX.

**Included in Best Posters All-Conference Reception

. Manley, G.G., Dunn, K., Benavidez, J., & Beech, M. Developing

Personality-Based Biodata Integrity Measures. Poster presented at the

21st annual meeting of the Society for Industrial and Organizational

Psychology, May 2006, Dallas, TX.

. Manley, G.G., Mobbs, T.A., & Benavidez, J. (2005). On the origins,

history and validity of assessment centers: A review. Paper presented

at Southern Management Association Annual Conference, November 2005,

Charleston, SC.

. Benavidez, J., Riley, T., Manley, G.G., & Mobbs, T.A. Ratings of

training and experience do not show significant sub-group differences.

Poster presented at the 17th Annual Convention of the American

Psychological Society, May 2005, Los Angeles, CA.

. Manley, G.G., Dunn, K., Beech, M., Benavidez, J., & Mobbs, T.A.,

Biographical data questionnaire predicts ethical decision-making.

Poster presented at the 17th Annual Convention of the American

Psychological Society, May 2005, Los Angeles, CA.

. Mobbs, T.A., Manley, G.G., & Benavidez, J., Development of a

customized selection process and instrument predicting tenure, service

aptitude and sales success by assessing locus of control, customer

service skills and biodata. Poster presented at the 17th Annual

Convention of the American Psychological Society, May 2005, Los

Angeles, CA.

. Manley, G.G. & Mobbs, T.A. Investigating the linear predictor -

criterion assumption of biodata scaling. Paper presented at Southern

Management Association Annual Conference, November 2004, San Antonio,

TX.

. Benavidez, J., & Manley, G.G. Measurement equivalence across self and

peer performance ratings: Do you see what I see? Poster Presented at

the 16th Annual Convention of the American Psychological Society, May

2004, Chicago, IL.

. Manley, G.G., Mobbs, T.A., & Benavidez, J. Predicting FAA air traffic

controller performance with a personality - based biodata

questionnaire. Poster Presented at the 16th Annual Convention of the

American Psychological Society, May 2004, Chicago, IL.

. Manley, G.G., Halbesleben, J.R.B., & Mumford, M.D. Differences in

Biodata and Personality Tests in Measuring the Five-Factor Model.

Poster presented at the 17th annual meeting of the Society for

Industrial and Organizational Psychology, April 2002, Toronto, Canada.

PROFESSIONAL ORGANIZATIONS

. American Psychological Society, member (2004- present)

. Academy of Management, member (2002-present)

. Society for Industrial-Organizational Psychology, member (1998-

present)

. Southern Management Association - member (2000-present)

REFERENCES

Craig J. Russell Previsor and University of Oklahoma

abliez@r.postjobfree.com

Tommie Mobbs Teletech International

abliez@r.postjobfree.com

Juan Benavidez Teletech International

abliez@r.postjobfree.com

L.J. Shrum University of Texas at San Antonio

abliez@r.postjobfree.com

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