Customer Service Manager

Kathleen M. Majcher, SPHR

*** ******* ***** ******, ** 78704

512-***-**** abm5rs@r.postjobfree.com

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HUMAN RESOURCES- BUSINESS MANAGEMENT

Recognized Senior Manager and HR professional with broad experience in

entrepreneurial environments; a strong relationship builder, negotiator and

facilitator with proven skills to enable consensus with key members and

decision makers. Demonstrated broad-based strengths in:

Strategic Planning Organization Building Finance & Budget

Management

Recruitment Organizational Development Staff

Management/Development

Compensation & Benefits Executive Coaching Training Systems

Administration

Employee Relations Conflict Mediation Cost Containment

Relevant HR Skills

The below reflects a culmination of last three management roles:

o Headed staffing and staff alignment for each company, leading interviews,

supervising background and reference checks and hiring for support,

financial, and management personnel. Consulted on hiring sales members,

worked closely with selling personnel throughout the entire customer

service phase.

o Managed, directed, and trained a stellar group of employees, ranged from

25 to 150 - served multiple site locations; focused efforts on providing

in-depth training and coaching staff to optimal returns while maintaining

an open line of communication that reduced costly turnover rates.

o Negotiated salaries and compensation packages, matching compensation with

the area demographic and in alignment with the candidate's skill level;

"cherry picked" candidates that added substantial revenue benefits to the

bottom line.

o Conducted one-on-one and small group training that focused on key areas

of operation; i.e. customer service, internal processes/procedures,

safety, effective communications, staff management, and business

development.

o Laid complete infrastructure for updated HR department, charged with

staffing the department, including an HR manager and assistant. Created

reporting, records management, and internal policies/procedures for the

department, streamlined staffing tasks.

o Introduced safety standards and safety management policies, complete with

emergency response procedures and on-site health and safety measures for

personnel and customers.

o Integrated new technologies and programs as needed. Researched and

oversaw the implementation of a new payroll system, which computerized

complete payroll operations, along with laying the foundation for future

payroll analysis and monitoring budgetary restrictions.

o Handled sexual harassment, staff disputes, and shrinkage/theft

investigations; worked with third-party investigation, local law

enforcement and attorneys/court system, as necessary.

o Reduced red zone wages from 60% down to >5% over a 24-month period.

Audited position responsibilities and overall output of each staff

member; researched and renegotiated salary and compensation packages with

management and executive personnel; realigned reimbursement packages

during personnel changes.

o Assisted with organizational development (OD) initiatives involving the

repositioning of warehouse and store operations and location closures, as

well as, being involved in company acquisitions and absorbing and

transitioning existing operations into buyer's operation techniques.

o Reviewed and audited departmental budgets and P&L statements, directing

the negotiation of contracts with suppliers, purchases for inventory and

equipment, and securing arrangement with service providers.

Professional Career

Writer, Educational Materials- Frishco, Inc. Austin, TX 2007- 2010

Writing and materials coordination for national level publishing house,

communicating and interpreting content for publication in nationally

distributed textbooks.

General Manager, HR Director- Bee Cave Contract Austin, TX 2004 - 2006

Pivotal management member, generating the company's first employee manual,

integrating new safety procedures in alliance with OSHA regulations, and

training personnel to top performance. Completely transformed internal

operations to run more efficiently and more profitably.

General Manager, HR Director- Silverleaf Nursery, Wimberley, TX 2001 - 2004

Grew business from the ground floor, integrating human resources, sales,

financial administration, and vendor/supplier relationships. Managed

upwards of 18 installation and customer service personnel, directing the

complete CRM phase.

Vice President Ginny's Printing and Copying, Austin, TX 1988 - 2000

Spread responsibilities between training and realigning staff throughout 9

locations. Managed complete HR responsibilities, including recruitment,

hiring, training, staff development, and performance appraisals for upwards

of 150 employees.

Education & Advanced Training

Senior Professional in Human Resources (SPHR)

Credential classes included employee relations, labor laws, financial

compensation/benefits administration, staffing and workforce planning,

occupational health and safety

B.A., French and Russian

University of Texas at Austin, Austin, TX ( Graduated Cum Laude

Other Relevancies

Membership: Austin Human Resource Association

Software: Microsoft Office, QuickBooks, ADP Payroll System, FileMaker

Language Skills: Conversational French/Russian

Kathleen M. Majcher, SPHR 506 Academy Drive Austin, TX 78704 (512)

748-1414 abm5rs@r.postjobfree.com

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