Customer Service Sales
Resume:
April Spencer
*************@*****.***
______________________
Summary
• Business Professional with experience in management/coaching, strategic project management,
and audit/process improvement.
• Ability to build teams and achieve project goals while meeting scope, time, quality, and budget
objectives.
• Extensive client service, vendor management, ATS, and sales experience.
• Developed and delivered training courses in numerous subjects.
______________________
Experience
2009 - present Sr. Professional Recruiter PNC Bank
Pittsburgh, PA
• Provide professional and consultative talent acquisition support to PNC’s Technology Organization
• Actively recruit and engage top technology talent for current and future opportunities
• Mentor recruiting team members and assist with operational and recruiting issues
• Created SharePoint site for the technology recruiting team to share ideas and content
• Actively involved in the candidate experience project team focused on internal candidates
• Six Sigma Greenbelt trained, completing project for certification
• Project lead for Time to Engage – Productivity cycle
• HR Datamart project team member
• Applicant Tracking System and PeopleSoft SME
2008 – 2009 Human Resources Highmark, Inc
Pittsburgh, PA Consultant (contract position)
• Provided recruiting and placement support to ISG (Information Technology) Managers and Directors
according to their staffing and budget requirements
• Worked closely with corporate compliance to make sure that all regulations were followed ensuring
a consistent recruitment process
• Audited various corporate staffing documents and processes
• Coordinated H1-B transfers
• Prepared compensation equity reports and counseled managers on equality considerations
• Processed reclassifications, promotions, status changes, and transfers in PeopleSoft
• Coordinated diversity recruitment efforts for all positions
• Developed proactive long range talent acquisition plans to avoid talent shortages
• Worked closely with all areas of HR including, ER, Compensation, Diversity, and Benefits to
develop strategic partnerships with client areas ensuring the best support possible
2007 - 2008 Director, StaffInsight PrincetonOne
Skillman, NJ
• Created a contract staffing division within a traditional search firm
• Managed and completed projects relating to internal databases, reporting, customer satisfaction, and
internal process improvement
• Handled all project phases to include initiation, planning and staffing, managing, and closing.
• Developed, coordinated, and maintained a large scale data warehouse project successfully delivered
on time
• Hired sales and recruiting teams specializing in technical and financial staffing
Director, StaffInsight (Continued)
• Handled Human Resource functions for the division to include: job descriptions, hiring strategies,
compensation matrix creation, development of commission plans, and performance indicator
evaluations.
• Produced and implemented a training plan that included new hire classes, 90 day roadmap, bi-
weekly sales training, and advanced training
• Formulated lesson plans and coordinated with all departments to ensure knowledge and best
practices were conveyed in a clear and concise manner
• Built teams and led strategic sales plans as sole sales coach for multiple U.S. markets
• Implemented and supervised back office procedures such as process, credit, collections, and
contracts management with continual process improvement
• Produced an in depth realistic business plan
• Negotiated domestic and international agreements including RFPs/RFIs
2004 - 2006 Managing Director Kforce Professional Staffing
Pittsburgh, PA
• Positions of increasing responsibility including: Market Manager, Champion/East Region (National
Trainer), and Managing Director
• Key project involvement including a large scale database upgrade and eBill implementation
• Delivered new hire and advanced training classes in both classroom and virtual settings
• Identified training opportunities to streamline operations and support corporate and client goals
• Led bi-weekly conference calls focused on sales techniques and best practices
• Sales, operations, and customer service management
• Multiple branch responsibility across U.S.
• Recruiting, hiring, and salary negotiation for internal staff
• Budgeting and P&L responsibilities
• Coordinated and attended national conferences
• RFI/RFP completion
• Strong emphasis on gross margin percentage, EBIT goals, and quarter over quarter revenue growth
2002 - 2004 Branch Director StarMed Staffing Group
Pittsburgh, PA
• Designed and implemented strategic sales plans tailored specifically to each client’s needs
• Restructured accounts to increase gross profit margins
• Developed branch budget. Monitored and managed all branch purchasing, accounting, and collection
activities
• Exceeded net earnings budget each quarter
• Motivated Pittsburgh team to give 110% everyday and rewarded them appropriately
• Conducted regular branch meetings for training, information, and staff recognition
• Recruiting and Retention - effectively coordinated all activities relating to recruiting, interviewing,
and hiring. Developed and maintained nurse retention and morale programs.
• Professional Scheduling - quickly and creatively matched employees with client job orders.
Exceeded expectations to "delight" associates and clients leading to long term assignments and
repeat business. Played an integral part in increasing branch hours billed by 400%.
• Customer Service - met and exceeded expectations of associates, clients, and fellow colleagues with
innovative problem solving and follow-through skills
• Financial Acumen - strong knowledge of the pay/bill process to optimize profitability while
maintaining quality standards
1996 - 2001 Staff Trainer / Auditor GEICO
Fredericksburg, VA and Frankfurt, Germany
• Positions of increasing responsibility including: Accounting assistant, Stateside Insurance Specialist,
Sales Manager, and Staff Trainer / Auditor.
• Created lesson plans and provided formal classroom training in areas of claims, customer service,
phone etiquette, sales, and mathematical rating.
Staff Trainer, GEICO (Continued)
• Implemented procedures to improve service to military and civilian personnel overseas reducing the
number of incoming complaints.
• Supervised and coached phone counselors and quality control teams.
1994 - 1996 Military Personnel Specialist U.S. Army
Frankfurt/Germany
Rank: Specialist, E-4
Assigned to the 21st Replacement BN, Rhein Main Air Base Germany.
Relevant Seminars and Workshops:
* Project Management Fundamentals
* High Performance Leadership
* Understanding Project Management
* Developing Communication Skills
* Writing to Our Customers
* Listening Skills
* Target; How to be an effective classroom trainer.
* Time Management
* Coaching Workshop
* Stress Management
* Understanding a P&L
* Six Sigma Green Belt (DMAIC)
* Currently pursuing the Certified Associate in Project Management certification
Contact this candidate