Manager Customer Service

Barry D. Pence, SPHR

**** ******* **** *****, *********, IA 52761

Home Tel: 563-***-**** Mobile Tel: 563-***-****

Home Email: *******@********.***

CAREER SUMMARY

Over twenty five years of professional management experience with a diverse

background covering human resources, administration, manufacturing,

training, marketing and customer service management. Recognized for

strategic thinking, strong organizational skills, excellent interpersonal

skills, ability to coach, develop and mentor at all levels, and obtain

targeted business results as directed. HR experience includes:

Recruitment & Selection Employee Relations Talent Management

EEO/AAP Compliance Strategic Business Planning Compensation Analysis

Onboarding / Orientation Training & Facilitation Corporate

Communications

PROFESSIONAL Experience

Musco Sports Lighting, Muscatine, IA

Dec 2007 - June 2010

HUMAN RESOURCES MANAGER

12/07 - 6/10

Responsibilities included directing and leading the human resources and

administrative operations for a privately held, 400 member manufacturing

facility

Within first year, designed and implemented improved temp labor hiring

process by incorporating metrics and enhanced pre-screening process

Implemented change with key service provider improving customer service

levels by approximately 50% and reducing work comp costs by almost 20%

Designed and implemented Manager Contact program strengthening HR's

relationship with management as a strategic business-partner

Developed and delivered monthly Manager Networking Sessions, educating

and developing management on HR programs and policies, trends, and issues

helping managers be more confident and effective in their roles

Bridgestone Bandag, LLC, Muscatine, IA

July 1993 - Dec 2007

SUPERVISOR, TECHNICAL SUPPORT

12/06 - 12/07

Responsible for managing and leading the operations of both TSG and TSIT

Call Centers who handle both internal and external technical support for

customers

Implemented plan to reduce overtime by 25% without compromising support

or service levels to the customer

Developed and implemented Call Center Scorecard for Call Center measuring

and monitoring progress and status towards business process, operational,

and financial goals

Received Help Desk Manager certification by Help Desk Institute in July

2007

PRODUCT MANAGER, TIRE MGMT BUSINESS SOLUTIONS

4/02 - 11/06

Responsible for leading the design, development, and deployment efforts of

fleet-specific PSIP's (products, services, information, programs) with an

emphasis on information management and B2B systems

Project Manager on Legacy Replacement Project (Peoplesoft) responsible for

driving design/development/configuration decisions on our Fleet Order-to-

Cash system

Played critical role in saving company nearly $180K annually in postage

and administrative costs by transitioning several major account customers

to electronic reporting

MANAGER, PRODUCT EVALUATION

11/00 - 4/02

Responsible for providing direction and professional development to five

field-based Product Technicians as well as coordinate and manage Bandag's

tire testing program for all new tire products

Regionalized all product testing activity cutting T&E costs by nearly

40%, while improving data integrity testing in broader markets

Developed and delivered technical training to field technicians and R&D

personnel quarterly to keep current on processes, procedures, and

technology

Presented product testing results and findings to key decision-makers at

national account fleets

MANAGER, CORPORATE STAFFING

9/96 - 11/00

Accountable for budget of $1.7 million and responsible for the design,

administration, and management of all corporate staffing functions for

North America in addition to key international assignments. Planned and

directed efforts of 3 recruiting specialists and 3 administrative staff

Reduced cost-per-hire by 35% over first two years by developing and

implementing enhanced in-house recruiting strategies and improved branding

efforts

In collaboration with Compensation Manager, designed and developed new

salary administration strategy which helped Bandag recruit and retain top

talent in very tight labor market

Developed and delivered annual HR-related training to management team

focusing Harassment, Drug-Free Workplace, AAP/EEO/Compliance, FMLA, and

Coaching for Performance

Served on Corporate Core Curriculum Committee identifying and focusing on

defining and developing core curriculum to serve entire organization's

needs

HUMAN RESOURCES SPECIALIST

11/94 - 9/96

Primary responsibilities were providing support in functional areas of

training and development, employee/labor relations, recruitment and

selection with secondary duties in governmental compliance and record

retention activities

Designed, developed and implemented recruiting database to monitor and

measure all hiring activities to establish baselines to identify gaps and

strengths

Rewrote and managed publication of Employee Salaried Handbooks, both

exempt and non-exempt. New handbooks were distributed to all North

American employees within 4 months after assuming lead on project, 2 months

ahead of schedule

Designed, developed, and delivered 2-day Benchmarking class to all North

American locations and as a result, was invited to help coordinate and

facilitate 2 benchmarking trips with management

PRODUCTION SUPERVISOR, PLANT 5

7/93 - 11/94

Responsible for providing leadership and direction to 14 hourly members on

3rd shift for Finishing Department

Decreased absenteeism rate by 15% through coaching on attendance habits

and improving moral on floor

Developed work instructions and flow charts for several of Plant 5's

major processes

Iowa Wesleyan College, Mt. Pleasant, IA

Jan 1992 - July 1993

ASSISTANT DIRECTOR OF ADMISSIONS

1/92 - 7/93

Responsibilities included marketing and recruiting within a territory of 87

high schools across Eastern Iowa and managing two Admission Representatives

Top recruiter with 35% more freshmen enrollments than any other recruiter

in first year

Met and exceeded recruiting goals established for territory each semester

Elected as speaker for several orientation and campus activities through

year, upwards of 150 to 200 people

Education

MASTERS of BUSINESS ADMINISTRATION, University of Iowa

March 2001

BACHELOR of ARTS, Iowa Wesleyan College

May 1983

Skills

SPHR Certification, executive coaching & consulting, leadership,

relationship and team building, strong presentation/training skills, public

speaking, recruiting, strategic business planning, budgeting, performance

management, process management, metrics, benefits administration,

Peoplesoft - HRIS, AR/BI, OM, & GL Modules, call center management, SPC,

and safety

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