Customer Service Human Resources

Charles Brun

**** ** **** ******, ********, Iowa 50131 515-***-****

*********@***.***

Professional Experience

CDS Global, Inc. 1901 Bell Avenue, Des Moines, Iowa 50315

Staff Development Manager June 1999 to May 2010.

. Consulted business unit leadership team to determine best integration

strategies for processes and procedures, as well as recommending a

variety of continuous learning objectives.

. Responsible for all business unit technical training and employee

development for 125 employees in various locations.

. Directed the design, development and facilitation of all business unit

trainers, ensuring measurements and goals were consistent with corporate

objectives.

. Responsible for staffing key business critical positions, including new

employee integration strategies and retention analysis.

. Designed and coordinated business unit performance management matrix for

leadership and staff positions.

. Provided ongoing audit support for key positions to ensure compliance

with business unit policies and procedures, using statistical results to

determine continuing education needs.

Wells Fargo Mortgage 405 SW 5th Street, Des Moines, Iowa 50328

Employee Recognition Coordinator March 1996 to December 1998.

Managed employee recognition programs for over 13,000 employees nationwide,

ensuring consistent and effective execution of all aspects of each program.

Coordinated workflow for 12 decentralized event planners, underscoring the

importance of detailed preparation and flawless execution for 18 annual

events, nationwide.

Created marketing campaigns and execution plans for all corporate-sponsored

events, including annual events, special meetings and recognition

conferences.

Responsible for analyzing participation levels at all events, utilizing

data to determine the success factors of each function that would be used

to strengthen future planning efforts.

Human Resources Specialist January 1994 to March 1996.

Consulted employees and managers on various employment issues including:

time away from work policies; changes in employment status; and

compensation/benefits concerns.

Managed benefit portfolio for over one thousand employees, including:

managed health care programs, disability and life insurance; initiation and

maintenance of individual 401k plans; and set up stock purchase/liquidation

for enrolled employees.

Provided staffing support to home office managers for most entry-level

positions, referring potential candidates when appropriate.

Customer Service Group Leader June 1991 to December 1993.

Provided high-level customer service support for all escalated customer

inquiries.

Supervised 12 call-center representatives in a management assistant

capacity.

Education

Drake University, Masters of Public Administration, December 1997: Human

Resources Management.

University of Iowa, Bachelor of Arts, December, 1990: English

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