Customer Service Manager

Melissa M. Calloway

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

Edgewood, MD 21040

Home: 410-***-****

Alternate: 443-***-****

abmrsz@r.postjobfree.com

Summary

Human Resources professional with twenty years of HR experience in the

areas of recruitment, staffing, customer relations, payroll,

clerical/administration, employee development and training and

management. Proficient in benefits administration and employment laws

including FMLA, ADA, OSHA and Workers Compensation. Performed Human

Resource functions in a union and non-union environments. More than a

decade of hands-on experience in HR strategic partnering and talent

management. Work exceptionally with all levels of employees and provide

effective consultation. Strong verbal and written communication skills.

Excellent problem-solver who values research and data when making

decisions.

Professional Accomplishments

Recruitment

Full life cycle recruitment for positions ranging from entry level,

technical to management level in various fields. Worked with candidates

to find work opportunities that met their career goals.

Developed relationships with departments/companies to ensure best match

of candidate for each open position thus increasing department

efficiency, production and satisfaction with placement services.

Manage online job postings, requisitions, referral sources and

applicant/interview tracking system. Updated the HRIS system and

PeopleSoft databases, for salary and position changes, personal data,

compensation, benefits and tax data, performance reviews or evaluations,

disciplinary tracking and terminations for all exempt and non-exempt

employees.

Performed initial interviews, sourced, conducted background checks and

drug screens, required testing, generate and issue job offers, job

responsibilities, career path opportunity, salary ranges, constructed

relocation and new hire packets, finger printing and exit interviews.

Developed and implemented an Employee Incentive Program and managed the

Employee Referral program.

Coordinate and facilitate company job fairs, schedule and facilitate

departmental meetings, trainings and career events.

Administered Previsor testing for the Customer Service Assessment.

Increased internal customer satisfaction through benefit meetings during

open enrollment periods by 25%.

Utilized various recruitment sources, including online, college and

universities and local workforce programs, to identify qualified

candidates allowing for positions to be filled in a more timely and

effective manner.

Operations/Quality Assurance

Completed new hire paperwork and orientation ensuring compliance with

company, state and federal guidelines resulting in consistently

excellent quarterly performance review marks.

Achieved recognition in successful accreditation with JCAHO in a

hospital environment.

Attended unemployment hearings, managed and increased accuracy of FMLA,

STD, Workers Compensation and OSHA 300 logs from 40% to 75%, while

maintaining compliance with state and federal laws as they pertain to

EEOC, FLSA, ADA, SSA, Affirmative Action, HIPPA, USERRA and ERISA.

Maintained and reported STD/LTD disability and unemployment claims,

managed the 401(k), retirement and Flexible Spending benefits.

Managed weekly and bi-weekly payroll for approximately 500 employees.

Tracked and managed payroll deductions to include taxes, garnishments

and benefits.

Monitored and approved regular, vacation and sick time, resolved

discrepancies in time entry and ensure timely and accurate payment for

employees.

Conducted site safety surveys ensuring safe work environment for

employees and resulting in 1 workers compensation claim in 2 years.

Audited and monitored branch activity and branch financials enhancing

business processes and making processes more efficient.

Customer Relations

Developed strong relationships with existing customers directly leading

to increased usage of company recruitment services.

Followed up with customers on service performance achieving high

customer satisfaction marks and increased temporary to permanent hire

ratio.

Responded to customer inquiries regarding usage and spend saving

customers' valuable time when completing internal reports.

Management

Fostered team environment and increased morale through training and

development of new and existing staff. This created 0% turnover within

company's direct report staff and Improved labor retention by 85%.

Completed performance reviews for direct report staff working with

employees to set and reach individual goals to develop their careers.

Represented the organization in union negotiations, grievances and

consulted with legal representation as necessary.

Handled employee relations issues ensuring each party were treated in a

fair and respectful manner decreasing internal disputes.

Employment History

2006-Current HR BGE/BGE Home, Verizon

Consultant/Recruiter/ Wireless c/o Adecco

Specialist/Analyst Staffing,

Linthicum, MD

2006-2006 HR/Office Manager Linens Of The Week,

Baltimore, MD

2002-2005 HR Administrator Maryland Hotel Supply,

Baltimore, MD

2000-2002 Weekend Supervisor/ Genesis ElderCare, Caton

Administrative Manager Manor, Catonsville, MD

1994-2001 UMMS, ARAMARK, Baltimore,

HR Generalist/Office MD

Manager/Call Center

Supervisor

Education

Bachelor of Arts Major: Business Strayer University,

Administration, White Marsh, MD,

Minor: Human Resources Currently attending

Certified Medical Management

Assistant Major: Certified MEDIX School, Towson, MD

Human Resource Medical Assistant

Certification Major: HR Catonsville Community

High School Diploma Certification College, Fred Pryor,

Major: Catonsville, MD

Academics/Business Edgewood High School,

Edgewood. MD

SKILLS:

Access, Microsoft Word, Publisher, PowerPoint, Excel, Ceridian, HRIS,

PeopleSoft HRMS, People Connect,

People Click, Mind Solve, KRONOS, GroupWise, Time Plus, Lawson, ADP,

Outlook, Business Objects, Protouch, IBX,

ORACLE, Medical Terminology, typing (70 wpm), ICD-9, CPT, CPR.

ADDITIONAL INFORMATION:

Certificate in KRONOS, Ceridian and PeopleSoft Payroll/HRIS Systems

Outstanding Young Women in America

Delta Omega Honorary Public Health Society

Conflict Management, HAACP Training

PALS Mentoring

Certificate in Secretarial Science

Diversity Trainer Certificate

Currently studying for PHR exam

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