Customer Service Sales

Wendy Salas

**** ***** ******

Bettendorf, Iowa *2722

Cell 563-***-****

email: **********@*****.***

Summary of Qualifications

? Skilled Leadership in high-volume work flow with creative

problem resolution capabilities

? Excellent communication skills with all levels of employees

? Able to establish rapport with a wide variety of clientele

? Able to meet deadlines and handle numerous projects

simultaneously

? Reputation for excellence and high quality service to clients,

and employees

? Extensive software knowledge and development

Related Course Work:

Risky Business/Risky Proposition, Intent vs. Impact, Being a Strong Leader,

Seven Habits of Highly Effective People, Understanding Federal EEO &

Investigating the Internal EEOC Complaint, Teams and Meetings that Work,

Dealing with Difficult Employees, Structured Employment Interviewing.

Positive Employee Relations. Wage and Hour Compliance, The Art of

Delegation, How to Motivate, Manage & Lead a Team, Managing Multiple

Responsibilities, Turning Lemons into Lemonade, Communicating with

Influence, How to Be Assertive Without Being Pushy, FMLA and ADA Employment

Law, Human Resources and the Law 2000, Responsible Hiring Practices,

Selecting the Right Employee, How to Motivate, Manage and Lead a Team

Software Knowledge

Adobe Acrobat; Lotus 1-2-3; Microsoft Access; Microsoft Excel; Microsoft

Office; Microsoft PowerPoint; Microsoft Word; Microsoft Works; Lawson; MS-

DOS; Netscape; Novell Netware; Pascal; Photoshop; Prodigy; Quicken; Windows

95, 97, 98, 00; Windows NT; WordPerfect; CcRS; Meridian; FRS; OCIS;

Clarify; Appshare; NetMeeting; Farsite; Internet Explorer; Outlook Express,

TCS, eSmart,, Cobol I & II, RPG, Vellum, Cadkey; Typing Speed 50+ WPM

Work Experience

Volt Technical Resources

Director National Recruitment Delivery Center

01/2009-12/2009

Staffing Operations

. Handle all Operation/HR responsibilities for the day to day management

of site

. Full P&L Responsibility for site

. Recruit, hire, train and manage Recruiters, BDM, Administrative

personnel

. Promote and reinforce Volt's organizational values and culture

. Develop and implement an effective sales plan to meet or exceed

established sales objectives for each BDM in their region

. Collaborate with appropriate internal resources to develop

comprehensive sales presentation materials; ensure credit approval and

contract execution

. Make formal sales presentations and follow-up calls to prospective new

business accounts

. Interface with appropriate field management to establish pricing for

quotes and bids that are consistent with the company's financial

objectives.

. Oversee documentation of sales activities in order to facilitate

appropriate reporting.

. Maintain a thorough working knowledge of all services offered by Volt

Services Group and awareness of the competition i.e. market share,

pricing, services offered, etc.

. Work closely with delivery and operations leadership to develop

effective strategies for supporting customers.

. Coordinate cross regional cooperation and communication as necessary

to support large regional or national accounts.

. Promote innovation and breakthrough thinking in sales approaches and

practices. -Identify regional specific opportunities and barriers to

ensure corporate success.

. Exercise sound judgment and ensure integrity and corporate compliance

in all activities and communications.

. Participate in national, regional, and local strategic meetings, as

well as, lead meetings with their respective teams.

4C Solutions

Human Resource Generalist/Technical Recruiter

04/2008-01/2009

Software Development

. Interview/Hire all technical positions such as Java & SAP Programmers,

BS, PM, Architects, Managers, BDM's, Administrative personnel.

. Handle all immigration documentation such as H-1 visa's

. Responsible for all Human Resource issues with all employees

. Responsible for all contract writing and negations of contract

employees with customer such as John Deere and Caterpillar

. Prepare and track statistics on Excel spreadsheets

. Attend and schedule Community events and Job Fairs to attract

potential employees

. Handle all budget responsibilities for Recruiting Department

AT&T Mobility/ Kelly Engineering

Staffing Manager 8/2007- 04/2008

Call Center

. Successfully Leading the Recruiting Team to fulfill an aggressive ramp

plan to staff a brand new call center with customer service oriented

employees.

. Interview all management level applicants

. Schedule and Coordinate Job Fairs

. Disposition employees using People Click, People Soft system

. Prepare and track statistics on Excel spreadsheets

. Attend and schedule Community events and Job Fairs to attract

potential employees

. Teach Junior Achievement at local elementary school

. Handle all budget responsibilities for Recruiting Department

. Make offers to all employees handling all background check, drug

checks employment & education references using Hire Right, Previsor, Hire

Box.

. Manage administrative staff.

. Assist all management personnel with labor laws in Iowa.

. Extensive knowledge of FMLA, ADA, Maternity laws. HIPPA and EEOC

requirements

. Train appropriate coaching and developing techniques to management

personnel

. Point of contact for a bargained management team handling the first

non-bargained site.

APAC Customer Services Inc. 12/00-8/2007

Human Resources/Field Recruiting Manager

Call Center

. Research and analyze data pertaining to recruitment, turnover,

staffing pattern, labor markets and demographics to maximize

utilization of staff. Recommend improvements to reduce recruitment

related turnover, prepare and analyze talent acquisition metrics.

. Identify, develop, and champion recruitment methods and activities to

advance diversity and the practice of inclusion.

. Build consultative and strategic partnerships with all levels within

the organization.

. Oversee recruiting/career website content including social media,

ensuring content is in line with ACT's mission, values and employment

branding.

. Continually review the new employee on-boarding process to ensure

program needs of APAC and new employees are being met.

. Ensure accuracy of background checks and I-9 files and other work

eligible verifications.

. Utilize hands-on leadership that will manage the function in addition

to being responsible for requisitions.

. Full program budget responsibilities; establish and assure adherence

to budgets, schedules, work plans, and performance requirements.

. Manage contractual relationships with placement agencies, contract

recruiters and third party providers.

. Handling of all day-to-day Employee Relations/Human Resource issues of

1200+ non-union, employee call center.

. Responsible for decreasing attrition from 480% to 70%

. Responsible for Implementation of all Management & Employee Relations

programs.

. Conduct new employee orientation of policies, procedures and benefits.

. Handle every aspect of Employee Benefits: Medical, Dental, Vision,

401K, ESPP, ESOP, Vacation, Sick, Personal

. Extensive experience conducting HR investigations of personnel.

. Extensive knowledge of FMLA, ADA, Maternity & Harassment laws. HIPPA

and EEOC requirements

. Train & Assist appropriate coaching, developing with management

personnel to ensure compliance with all labor laws

. Train and Assist all management personnel with labor laws.

. Handle all Workers Compensation, Unemployment claims, drug testing of

employees and criminal background checks

. Work with legal department to ensure compliance of labor laws

. Extensive travel to domestic sites training all HR and Recruiting

staff ensuring successful program ramp.

. Schedule and Coordinate Job Fairs

. Disposition employees using eSmart system

. Prepare and track statistics on Excel and Access spreadsheets

. Attend and schedule Community events and Job Fairs to attract

potential employees

. Continually promote APAC though a variety of methods, including

attending Community Meetings

. Teach Junior Achievement at local elementary school

. Handle all budget responsibilities for Recruiting Department

. Responsible for HR, administrative, payroll, maintenance and

recruiting personnel. Handling reviews, increases and all coaching

and developing of employees.

. Interview/Hire CSR, TSR, Administrative, Management positions,

Recruiters, Trainers, Pharmacist, & Insurance agents.

Won Field Recruiting Manager of 2006 Award

Assistant to the Vice President of Operations/Engineering;

OfficeTeam/Packaging Technologies (7/00-12/00) Manufacturing

Davenport, Ia

. Print and correct all Blueprints using CadKey and Vellum systems.

. Handle all administrative duties for VP of Operations

. Transfer Blueprints from CadKey and Vellum into RX System

. Use Microfilm Machine, Zerox 8825, and several other office machines

. Set up reports and charts using Excel, Word and PowerPoint

. Handle all HR Responsibilities for Engineering Department

MCI/Worldcom (7/90 - 3/00)

Call Placement/Internet/Scheduling Supervisor III

Call center

Davenport, IA

. Handle all Human Resource issues and benefit questions.

. Conduct investigations of employee issues.

. Trained and Developed new Management personnel

. Motivated and Developed employees to exceed goal

. Managing internal jobs with the ongoing goal of reducing expenses and

increasing company revenues;

. Responsibility over 400+ employees in a call center including 22

Supervisors ; Evaluated and wrote yearly performance reviews; Tracked

attendance records; Interviewed prospective employees; coached and

developed employees

. Lead daily calls discussing Network difficulties, writing and going

over trouble tickets.

. Established training programs for new systems; programming,

testing, vendor interfacing, quality control, and leadership;

. Prepared methods and procedures documentation for distribution to

technical and non-technical personnel.

. Handled all revenue projections and budgets for departments.

. Handled all Workforce issues for entire site.

. Consistently promoted to positions of greater responsibility.

. Taught an intensive 24 hour training program encompassing computer

hardware, software.

. Received Five Way To Go Awards for Customer Service.

. Two Outstanding Achievement Awards for Technical Troubleshooting.

. Specialty Award for Outstanding Contribution to the Implementation

of CcRS, Clarify & Simon.

. Received a Consistently Exceeds on Annual Performance Evaluations 8

years in a row.

Education

Hamilton Technical College, Davenport, Ia

Business Management & Computer Information Systems

Associates Degree: 1989;

References

Available upon request.

Contact this candidate