Customer Service Manager
Resume:
Gretchen Hediger
Spring Grove, IL. 60081
abmb9s@r.postjobfree.com
Professional Summary
Driven self-starter, goal oriented professional with 15 years of full life cycle recruiting including, day-to-day operations, training, managing staff, program development, problem solving, and client relations’ experience. Strong negotiation skills coupled with commitment to quality and customer service.
EXPERIENCE
Manpower Professional
Business Development Manager 8/08– 5/09
1. Identify prospects and develop sales strategies to secure new business
2. Function as the primary sales resource on higher gross profit margin target accounts and responsible for creating the account plan and coordinating the approach and communication strategy with the recruiting team
3. Work closely with the recruiting team to identify types of business the team is most likely to fill successfully
4. Facilitate the effective presentation of candidate submittals in order to increase the success rate of filling the orders from a new customer
5. Daily communications with the recruiting team to identify highly place able candidates/employees to place with target accounts
Spherion – Contract position
Business Consultant @ Avon Products (Contract Position) 5/08 – 7/08
1. Strategic liaison between Spherion and Avon Products
2. Lead strategic recruiting campaign along with on-premise relationship development within the Glenview facility
3. Administration of HR policies, procedures and programs
4. Employee relations, training and development and organization development
5. Conducted needs analysis with department leaders in order to develop and implement effective staffing plans/recruiting activities to support staffing needs
Delta Pharma @ takeda Pharmacueticals
Talent Acquisition Specialist (Contract Position) 4/07 – 11/07
1. Full life cycle recruiter, managed entire recruitment process including sourcing, screening, interviewing, evaluating and hiring for Pharmaceutical Sales Professionals thru Director level positions in assigned area
2. Identified passive job seekers using full range of recruitment tactics and resources
1. Tracked and maintained candidate information ensuring background checks and all other pre-employment items are documented (as required) to comply with OFCCP hiring guidelines. Escalated potential issues to HR colleagues
2. Developed relationships with the field, Regional HR Managers, and Sales Operations
1. Managed communications with management, candidates and HR generalists throughout the recruitment / offer process as
Kelly Services @Baxter Healthcare
KellyComplete Manager 10/05 – 04/07
1. Managed and supported On-Site Recruiters at 5 locations on a day-to-day basis providing guidance, coaching, training, etc., setting expectations, recognizing achievements, and ensuring all staffing/recruiting needs were met
2. Lead strategic sales campaign and business development efforts for all Kelly business units (Scientific, Engineering, Finance, Healthcare, IT, Clinical, Legal, manufacturing, production, warehouse, and general office) by facilitating on going introductions and meetings for 5 locations
3. Conducted needs analysis with department managers/leaders to gain full understanding of each corporate department within Baxter in order to develop staffing plans/recruiting activities to support current and future staffing needs
1. Developed, executed, and tracked results for recruiting strategies to obtain top talent across all corporate departments. Recruited for positions within the scientific, engineering, finance, clinical science, professional, an IT verticals
2. Identified talent gaps and trends between Kelly Services and Baxter, as well as front-line recruiter for both hourly and salaried management positions
1. Built strong relationships with candidates and hiring managers to ensure requirements were met, as well as a positive applicant experience throughout the interview and hiring process
2. Assist with departmental development programs, employee relations, training and development, benefits, compensation, organizational development and employment
3. Created and maintained key performance metrics on a monthly basis for the client, staff, and upper management
Snelling personnel
Branch Manager 11/04 – 10/05
1. Administration of HR policies, procedures and programs
2. Organizational development, employee relations, training and development, benefits and compensation
3. Direct client contact to develop new and existing business
4. Obtained order requisitions, managed the order life cycle, resolved problems, and developed business through customer service calls and proactively marketing candidates
5. Managed, trained, and motivated staff of 4 to ensure the highest level of expectations have been met
6. Conducted daily communication meetings pertaining to open job orders, sales funnels, and recruitment plans
7. Sourced/recruited, interviewed, and placed candidates for temp, temp-to-hire and permanent positions
AppleOne employment services
Sr. Account Manager/Branch Manager 10/03 – 11/04
1. Prospect for new client business by marketing, cold calling, networking, and meeting hiring managers to understand their staffing needs.
2. Negotiate with clients to achieve winning solution for customer and candidate.
3. Consistently produce higher gross margin than standard company expectation due to strategic pricing negotiation.
4. Provide customer service for existing clients to ensure their expectations are being met.
5. Source candidates through existing database, advertising, internet, business contacts and direct recruiting.
6. Interview candidates to evaluate their skills and understand their job preferences.
7. Strategize with teammates to accomplish weekly business growth goals.
Hediger & associates, inc.
Operations/Project Manager 6/01 – 10/03
1. Immense client contact, solely responsible for developing new business
2. Presentations to clients on the benefits of Hediger & Associates Inc.
3. Client business review to determine needs of client and project planning
4. Source, recruit, interview and placement of candidates within the IT vertical
5. Accounts Receivable/Payables
advo, inc
Client Services Manager / Marketing Specialist 7/98 – 6/01
1. Extensive administrative duties, customer service, order entry, and problem solving to support/manage the St. Louis Sales Team consisting of 10 Account Managers, servicing 352 accounts
2. Streamlined procedures to ensue a seamless work flow from remote site
3. Generated Target Maps and reports per Sales Team specifications, as well as assisted with demographic recommendations for Target Market Profiles
4. Front end Sales/Client contact with repeat orders
5. Developed new business model Call Center for Allstate Insurance Direct Mail Marketing Services
6. Increased efficiency by streamlining and expanding operating procedures
7. Participated in monthly trade shows/expose’ to support the Sales functions for Allstate
assured staffing
Staffing Specialist 7/96 – 7/98
1. Recruiting/Advertising, aided in developing recruiting plans which incorporated job fairs, contests, ad placement, flyers, mass mailings for both client and field employees
2. Direct marketing/Sales, schedule appointments with new clients to promote the advantages of our services to increase job orders for new and existing clients
3. Supported 2 other Assured Staffing offices (Crystal Lake, Marengo) from Barrington
4. Promoted to Manager of Marengo Office and increased weekly billable hours 300% by developing a standard recruiting plan and establishing strong client relationships to meet/exceed expectations
General Electric Capital auto lease
Various Positions 3/83 – 7/96
1. Customer Service Administrator – Williamsville, NY ~ Systems Information Administrator – Barrington, IL ~ End of Lease Representative / Customer Service – Barrington, IL
skills
1. WINDOWS OFFICE SUITE ~ LOTUS NOTES ~ KRONOS TIME REPORTING ~ TALEO ~BRASSRING ~ CUSTOM APPLICANT TRACKING SYTSTEMS
Technical environments
1. WINDOWS 95, 98, 2000 ~ VISTA ~ iNTERNET ~ JOB BOARDS ~ GOOGLE ~ LINKEDIN ~ FACEBOOK ~ IBM AS/400
Training
1. Human Resource Training Courses and Seminars: How to Be a Better Trainer ~ How to Interview and Hire the Right People ~ Performance Appraisal Solutions ~ Sexual Harassment ~ Diversity: What Employees Should Know ~ How to Hire – How to Fire ~ How to Develop and Implement a New Employee Orientation Program ~ How to Discipline Employees and Correct Performance Problems ~ Hiring the Best ~ Interviewing Skills: Conducting an Interview
2. Project Management Training Courses and Seminars: Project Management The Team ~ Project Management Coordination ~ Project Management Communications
3. Conflict Management Training Courses and Seminars: Conflict Management and Confrontation Skills for Women ~ How to Deal with Difficult People ~ Managing Conflict at work
4. Corporate Management Training Courses and Seminars: Succeeding as a First-Time Manager ~ Professional Supervision Skills ~ How to Overcome Negativity in the Workplace ~Practical Coaching Skills for Managers ~ Performance Appraisal Solutions ~ Feedback Skills for Supervisors ~ Assertiveness Skills for Managers and Supervisors ~ Dealing With Employee Discipline and Performance Problems ~ Management Skills for New Managers and Supervisors ~ Team Building Skills for Managers and Supervisors ~ Empowering Employees ~ How to Interview and Hire the Right People
5. Time Management Training Courses and Seminars: Manage Your Time Better ~ Time Strategies for Very Successful People ~ Taking control of your Workday
6. Corporate Team Building Training Courses and Seminars: Team Building How to Lead a Team ~ Self-Directed Work Teams ~ Effective Teamwork ~ How to Make Cross-Functional Project Teams Work ~ The Magic of Conflict ~ Team Building How to Motivate and Manage People ~ Conquering Team Conflict
7. Professional Development Training Courses and Seminars: Motivating Yourself to Perform ~ Balancing Your Personal and Professional Life ~ Professional Telephone Skills ~ Confidence, Composure & Competence for Working Women ~ Decision-Making Fundamentals ~ Problem Solving Fundamentals ~ Goal Setting
EDUCATION
BS Business Administration May 2008
REFERENCES WILL BE FURNISHED UPON REQUEST
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