Manager Customer Service
Resume:
MICHAEL J. HONER
ICHAEL
Chandler, AZ
ably4e@r.postjobfree.com
OBJECTIVE
OBJECTIVE
Productive HR Manager with 12+ years combined experience in the military, federal, and private industries;
demonstrating competence and diversity in conducting daily HR operations in areas of recruiting/staffing, workforce
retention, training, personnel management, compensation and benefits. Seeking the opportunity to support and grow
with a company and/or organization promoting training, stability, and career advancement.
PROFESSIONAL EXPERIENCES
PROFESSIONAL
HUMAN RESOURCES/RECRUITING MANAGER
Human Capital Solutions, Scottsdale, AZ – Present
Managing the presentation/posting, selection, offer, negotiation, closing, and administrative components
involved in full lifecycle recruiting
Developing recruiting action plans, projected outcomes, and strategies
Managing/developing effective pipelines of key talent potentially available for immediate hire as succession
planning needs dictate
Writing complete and detailed job board postings, ensuring an understanding of job duties responsibilities and
business requirements
Managing candidate prescreening; creating and presenting prescreening questions to hiring managers for
collaboration and approval
Interviewing all candidates presented for detailed interviewing by hiring managers, and includes the use of face-
to-face behavioral-based interviewing methodologies
Performing detailed reference checking and/or reference analysis on selected candidates and reviews results
with hiring managers
Preparing candidates for interviewing and specific hiring managers by providing detailed information on the
company, our business strategy, department background, job descriptions, and expectation-setting
Extending offers of employment to selected candidates under the direction of the hiring managers and within the
guidelines of the company’s compensation policy
Conducting follow-up calls and quality-improvement studies with hiring managers and new hires
Maintaining accurate and well-ordered documentation on all candidates, searches, hiring managers interactions,
and other recruiting activities to ensure a safe and thorough audit if required
Leveraging online recruiting resources and in-house ATS to identify and recruit the very best candidates
Conferring with senior leadership to identify personnel needs, workforce planning strategies, and search
assignments
Ensuring compliance with Title VII of the Equal Employment Opportunity Act (best practices), the Americans
with Disabilities Act (ADA), Civil Rights Act of 1991, Equal Pay Act, affirmative action and the Fair Credit Report Act
Making recommendations to refine hiring process (ensuring compliance to EEO and ADA laws)
Developing and maintaining strong working relationships with leaders, vendors, community organizations, and
other team members to create a partnership that yields success, predictable results and credibility
Developing and maintaining a network of contacts to help identify and source qualified candidates
Creating and fostering relationships with colleges and diverse professional organizations to attract and recruit
alumni and diversity candidates
Reviewing resumes and credentials for appropriateness of skills, experience and knowledge in relation to
position requirements
Participating in the development of ongoing creative and cost-effective sourcing strategies
Staying informed of trends and innovative recruiting techniques in order to be competitive in state-of-the-Art
recruiting practices
Resolving and evaluating complaints from employees, referring group grievances and more serious unresolved
complaints to a higher level Manager and/or Director
Examining moderately complex pay situations and issues
Supervising all processing operations for 22 employees for the personnel action processing section
Planning and establishing the work schedules, deadlines, and standards for acceptable work
Assigning minor disciplinary measures, such as warnings and reprimands, recommending other actions in more
serious cases for employees demonstrating the need for remediation in specific areas
Establishing guidelines and performance expectations for staff through the performance management system
Conducting quarterly work performance critiques
Developing work improvement plans, recommending personnel actions as necessary
Approving/reviewing leave requests as submitted by staff managers and team personnel
Michael J. Honer, Continued…
EXECUTIVE RECRUITER
iHRSource.net – Phoenix, AZ (Virtual Contract) August 2006 – October 2008
Duties similar to Present Position above (i.e., third party interviewing all industries)
WORKFORCE MANAGER/RECRUITER
U.S. Dept. of Homeland Security/FEMA, Wash. DC Metro Area - September 2002 – August 2006
Supervised the hiring and separation of employees for the overall department within individual divisions
Supervised several departments, each headed by an experienced manager seeking direction in the area of
employee relations (i.e., development of employees, retention methods, conflict resolution and reduction in force
policies, grievances, conduct issues, and employee complaints/concerns)
Supervised and conducted employee orientation training for 90 new hires (per hiring surge) in basic reporting
such as: payroll systems, performance development reporting, usage of automated time-off system, telephone
systems, customer service etiquette (for call center employees), troubleshoot FAQ’s and how to escalate to me
for transfer to a helpdesk technician
Conducted and provided direction for HR related Train-the-Trainer sessions for new HR personnel; researching
industry standard “how-to’s” for inclusion and updating in present training materials
Maintained contacts within the organization, community, and public (via online job boards, news papers, etc.)
conducting various recruiting efforts searching for promising job applicants.
Screened, interviewed, and occasionally testing applicants for proper job placement and quarterly reviews
Discussed wages, working conditions, and promotional opportunities with prospective/transitioning employees
Determined best resources for in-house and/or vendor training (no-cost and/or within budget solutions), the
Return on Investment (ROI) associated with providing these resources to employees
Ensured compliance with Title VII of the Equal Employment Opportunity Act (EEOC), the Americans with
Disabilities Act (ADA), Civil Rights Act of 1991, Equal Pay Act, affirmative action and the Fair Credit Report Act
Developed position descriptions identifying key support responsibilities and competencies
Conducted employee training on preparation of application materials for internal announcements, leave policies
and procedures, and present orientation to new employees
Prepared SF-52 Request for Personnel Action forms to initiate personnel actions (for Gov’t agencies)
ASSISTANT MANAGER OF CALL CENTER OPERATIONS
(DHS Merged W/FEMA. Received Inter-Agency Promotion to Above Position)
Managed Disaster Assistance Call Center. Providing assistance to victims of natural disasters
Additional duties involved directing and assigning in bound callers to various disaster assistance
representatives, agencies, and grant programs. Department goals were achieved and rewarded through the
following:
Formally recognized and congratulated for Job well done - with a certificate by Sec. Tom Ridge
U.S. ARMY PERSONNEL ADMINISTRATIVE SPECIALIST/HR
U.S. ARMY RESERVES, 11TH PSYOP BATTALION,
Upper Marlboro, MD- May 1992 – February 2005 (Active Duty/National Guard/Reserves)
The Position’s primary functions are to ensure absolute personnel accountability, and process promotions and
applicable benefits. The unique skills obtained and applied to exceed my department’s goals were acquired in a
rigorous 117.5 hr Personnel Administrative-Certification course by the Army Accredited Personnel School in Ft.
Devins, MA. Recruited for this position to assist in troubleshooting and researching errors to decrease and eliminate
personal hardship attributed by administrative deficiencies. Consistently, exceeding mission requirements by
ensuring:
Accountability or Staffing is accurate to eliminate loss of manpower, productivity, and resources
Interpret and communicate concisely personnel policies and procedures
Use of SIDPERS-3 military personnel automated database/system; civilian equivalence to an HRIS
ACCOMPLISHMENTS
Obtaining both military and federal security clearances with reinstatement eligibility
U.S. Dept. of Homeland Security Certificate of Recognition for Excellent Services by Sec. Tom Ridge
FEMA Awarded - Certificate of Achievement for Registration Intake - July 14, 2003
FEMA Awarded – Certificate of Achievement for Extraordinary Customer Relations-July 18, 2003
FEMA Awarded – Certificate of Completion for Gov IT Security Awareness, - August 27, 2003
U.S. Army Reserve- Certificate of Excellence in performance of administrative duties Sep 2002
U.S. Army Reserve - Certificate of Recognition for exemplary behavior Dec 2002
EDUCATION
Present – Continuing PHR and SPHR Studies
Jul. 2006 – Human Resources Certification, Expert Rating Certification Center (HR Exam)
May 2003 - Bachelor Equivalent in Personnel Management with U.S. Army, Ft. Devens, MA
Feb 2002 - Business Management AMBAI Institute, Cambridge, MA
May 1992 - High School Graduate, Missoula Montana
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