Customer Service Manager
Resume:
Kirsten J. Glidden, CSP
Ellerslie, Georgia 31807
Home 706-***-**** Cell 404-***-****
E-Mail: ********@**********.*** or *********@*****.***
Education/Certification/Organizations
Business Networking International (BNI – BUS Chapter) – April, 2007- Present
Member – 2007
Vice-President 2008-2009 and 2009-2010
Business Networking International
Montgomery, Alabama
Society of Human Resource Managers (SHRM) – December 2008-Present
Member – 2008-present
State of Georgia
River City Chapter - Columbus, Georgia
Certified Staffing Professional Certification-October, 2006
American Staffing Association
Alexandria, Virginia
Johnson County CLIMB Graduate (Community Leadership Program)-November, 2002
City of Warrensburg
Warrensburg, Missouri
Tom Peters Leadership Course Graduate-July, 2002
Missouri Association of Convention and Visitors Bureaus
St. Joseph, Missouri
Bachelor of Science Degree-August, 1991
University of Central Missouri
Warrensburg, Missouri
Career
10/2007- 04/2010 – Branch Manager/HR Generalist, Randstad USA, Columbus, Georgia
Responsible for sales activities of the Branch to achieve budget and KPI goals on a monthly
basis. Established the daily activity standards that are necessary to achieve these goals and
then managed to these standards.
Responsible for accounts receivable calls and visits with clients in reference to outstanding
account balances in order to increase the gross margin dollars of the branch.
Responsible for building business including time and territory management, sales and
proposal presentation to clients. Take a pro-active approach to analyzing and understanding
the changing marketplace, its impact on the branch business and the staffing industry in
general. A thorough knowledge of the local market and awareness of competitors’ strengths
and weaknesses.
Responsible for one on one client relations with current clients and development of future
clients in the market.
Responsible for the recruitment of new employees and personal involvement in their on-
boarding and training through the four month on-boarding process and throughout their
career with Randstad.
Responsible for development of team to have an impact on staffing business with energy and
enthusiasm. As a Branch Manager this is done through focusing on the continuous
development of team members to achieve better results, daily motivation of team members
and the ability to overcome obstacles and disappointments.
Responsible for conducting daily meetings with units in branch, weekly meetings with the
entire branch and monthly meetings with team members to coach and develop in formal and
informal settings.
Responsible for demonstrating the ability to understand and focus on clients needs and
disseminate this spirit within team. This is done through e xhibiting a commitment to know,
serve, and trust clients, colleagues, team members, and others through:
o Exceptional active listening to understand the need, seeking first to understand
o Delivering on what is promised
o Regularly soliciting input or feedback from all parties
o Keeping confidences appropriately
o Demonstrating consistency between words and actions
o Treating people fairly
Responsible for networking activities in the local community to involve Randstad in
organizations that enable Randstad to establish name recognition and develop partnerships
with other businesses and organizations in the area. Ensure that branch is actively involved
with The Columbus Chamber of Commerce, The Harris County Chamber of Commerce,
Business Networking International, the Department of Labor and the DOL Employer
Committee, The Network for Professional Women and the Sales Academy at Columbus State
University.
Developed and maintained recruiting networks with the Department of Labor, Goodwill
Industries, Columbus State University, Columbus Technical College, Chattahoochee Valley
Community College, Troy University, Auburn University and other colleges in the Atlanta area.
Developed and presented training to other branches during quarterly District meetings.
Responsible for all duties as an Agent and Senior Agent as a Branch Manager that also
operates as part of unit on a daily basis.
05/2005-10/2007 – Agent and Senior Agent/HR Generalist, Randstad USA, Columbus, Georgia
Responsible for working with both clients and talent in various industries to identify
employment needs and priorities and provide solutions that meet and exceed their
expectations.
Responsible for recruiting, interviewing, coaching, and developing talent to place at client
locations on temporary, temporary to permanent, and permanent placements.
Responsible for selling Randstad's staffing solutions to client and prospective companies by
building and managing those relationships for business development purposes.
Responsible for building, managing, qualifying, and maintaining a portfolio of clients and
prospective clients that is aligned with Randstad’s market strategy.
Responsible for building top of mind awareness with clients through effective phone calls and
in-person visits, which foster a consultative relationship and increased business with the
client.
Responsible for marketing the talent's skills, knowledge, and abilities to the right companies
in order to make the best match for my client and my talent.
Responsible for consistently exceeding client and talent expectations of service by following
Randstad's Operational Standards and offering innovative and creative employment
solutions.
Responsible for effectively managing the profitability of my unit and business segment.
Responsible for delivering positive, measurable results that are related to the operational
budget of the branch.
Responsible for being a collaborative member of the branch team.
Responsible for development, training, and mentoring new agent to ensure that sales and
operational excellence results are achieved.
Responsible for communication with District Management, Regional Management and other
Corporate Personnel.
Promoted to Senior Agent after one year with Randstad.
09/2004-04/2005 - Store Sales Manager, Lane Bryant, Atlanta, Georgia
Responsible for managing a staff of 18 employees, which included interviewing, hiring, and
training.
Responsible for loss prevention, sales performance, credit goals, and all other aspects of
profit and loss of a $1.2 million store.
Responsible for reducing the shrink in this store from 18% to less than.50% in less than six
months.
Improved store dynamics by implementing new merchandising techniques and floor designs.
Planned and implemented sales strategies with staff.
Responsible for the creative visual display of clothing and accessories throughout the store to
maximize sales.
Developed and managed a monthly budget including payroll, expenses, receiving, and daily
cash management.
Developed store personnel and merchandise flow charts and strategies for District
Management.
Developed and implemented motivational strategies and postings for staff within the district.
06/2004-09/2004 - Guest Services Representative, Clayton County Convention and
Visitors Bureau, Jonesboro, Georgia
Worked cooperatively with the other entities in the area to promote Clayton County as a
destination for conferences, meetings, reunions, and events.
Assisted in the development and implementation of Juddy’s Country Store and Gift Shop
located at Stately Oaks Plantation operated by Historical Jonesboro, Inc.
Provided information and assistance to visitors at the Road to Tara Museum and Gift Shop
located in the Jonesboro Welcome Center.
Provided information and assistance to visitors at the State Farmer’s Market and Gift Shop
located at the Welcome Center in the Farmer’s Market.
Provided information and ticket sale assistance to local tours and attractions.
Designed and developed promotional materials on local attractions and events.
Assisted with the planning, development and launch of the Historical Jonesboro Tour.
Replied to inquiries that were received via the Internet concerning tourism and meeting
possibilities within the Clayton County area.
Provided guest services and welcoming assistance with groups coming to the Museum and
other attractions in the Clayton County area.
Assisted in the production of Family Fun Day and the Little Miss/Little Mister Hawaiian Tropic
Contest at the Clayton County International Park.
03/2001-05/2004 - Tourism Administrator, Greater Warrensburg Area Chamber of Commerce &
Visitors Center, Warrensburg, Missouri
Developed and supervised plans for promoting Warrensburg as a convention city to area,
state, regional, and international convention-holding groups and organizations and as a
center for business conferences, workshops, sales meetings, and other events.
Assisted in the development and implementation of an annual program of work through
strategic planning sessions.
Worked cooperatively with the other entities in the area to promote Warrensburg as a
destination for conferences, camps, meetings, and events.
Prepared monthly, quarterly, and annual reports on the progress of the Visitors Center for
presentation to the Chamber of Commerce and Visitors Center Board of Directors, the City
Manager, and the City Council.
Responsible for promotion and marketing of Warrensburg area attractions, facilities, and
events through editorial coverage, press releases, advertising campaigns, media
appearances, and distribution of information.
Maintained and expanded the Chamber of Commerce & Visitors Center web site.
Replied to all inquiries that are received via the Internet concerning tourism and meeting
possibilities within the Warrensburg area.
Developed and submitted applications for the Cooperative Marketing Program to the Missouri
Division of Tourism to assist with the funding of promotional pieces and advertising
campaigns through state grants.
Prepared and submitted quarterly and annual reports to the Missouri Division of Tourism.
Developed, produced, and distributed promotional brochures on the Warrensburg area.
Developed partnerships with other organizations and groups in the area in order to promote
the community as a destination for travelers more effectively.
Developed, wrote, and implemented a driving historic tour of the Warrensburg area for tour
groups. Also acted as a step on tour guide for these tours.
Worked cooperatively with classes and programs at the university level to develop
promotional materials for use in the Visitors Center.
Coordinated and reported bi-monthly to the Convention and Tourism Advisory Board.
Coordinated Visitors Center representation at trade shows and tourism marketplaces
including the development of a tradeshow booth used to promote the area on a local and
regional level.
Assisted with fund raising events and activities at the Chamber of Commerce & Visitors
Center.
Supervised and directed interns from the Public Relations, Marketing, and Business
Management departments at Central Missouri State University.
Member of the Public Relations Committee of the Chamber of Commerce and Visitors
Center, member of the Warrensburg Main Street Farmer’s Market Planning Committee,
member of the Warrensburg Main Street Public Relations Committee, member of the
Performing Arts Series Planning Committee at Central Missouri State University, member of
the Family Weekend Planning Committee at Central Missouri State University, member of the
Homecoming Planning Committee at Central Missouri State University, member of the
Missouri Rail Passenger Advisory Committee (MoRPAC) as a community representative
appointed by the mayor to Amtrak and the Missouri Department of Transportation, member of
the Missouri Travel Council, and Board Member of the Missouri Association of Convention
and Visitor Bureaus.
06/1998-12/2000 - Store Sales Manager, Cato Fashions, Warrensburg, Missouri
Responsible for personnel management of a staff of up to 10 employees, including
interviewing, hiring, and training.
Duties included customer service, merchandising, and loss prevention for a $900,000/year
store.
Developed scheduling and implementation of new store set up and promotion.
Designed and produced promotional flyers.
Set up and supervised local radio remote broadcasts as part of the local marketing program.
Supervised and directed interns from Central Missouri State University.
Planned and implemented sales strategies with staff.
Responsible for the creative visual display of clothing and accessories throughout the store to
maximize sales.
Developed and improved community relations through fashion shows and sponsorships of
various events in the Warrensburg and surrounding area.
Supervised a monthly budget including payroll, expenses, receiving, and daily cash
management.
Traveled to other locations to troubleshoot and train employees on merchandising
techniques, daily store management issues, and loss prevention.
Traveled to other locations to assist with set up of new locations.
06/1996-06/1998 - Store Sales Manager, Linen Barn, Odessa, Missouri
Responsible for managing a staff of up to 22 employees, including interviewing, hiring, and
training.
Implemented the set up of a new store, including store layout, scheduling, and project
development.
Developed and implemented in-store promotional materials that were used in all the stores in
the district.
Supervised and directed interns from Central Missouri State University.
Planned and implemented sales strategy meetings with the staff on a monthly basis.
Responsible for loss prevention, expense control, and cash management for a $1.2 million
store.
Improved store dynamics by implementing new merchandising techniques and floor designs.
09/1995-06/1996 - Store Sales Manager/District Training Manager, Blowout Video,
Warrensburg, Missouri
Responsible for customer service and customer relations, loss preventions, and expense
control.
Planned and developed merchandising diagrams and procedures for the district.
Developed and implemented in store promotional materials and promotional contests to be
used in the district.
Responsible for the interviewing, hiring, and training of staff members.
Supervised a monthly budget including payroll, merchandise buying, and inventory levels.
Traveled to other locations to troubleshoot and train employees on merchandising
techniques, daily store management issues, and loss prevention.
11/1993-09/1995 - Store Sales Manager, Movies at Home/Blockbuster Video, Independence,
Lee’s Summit, and Warrensburg, Missouri
Responsible for customer service, personnel management of a staff of up to 10 employees,
including interviewing, hiring, and training.
Supervised a monthly budget including payroll, expenses, loss prevention, inventory control,
and cash management.
Supervised and directed interns from Central Missouri State University.
Planned and followed store merchandising guidelines on a daily basis.
04/1991-10/1993 - Co-Manager, Lane Bryant, Independence, Missouri and Overland Park,
Kansas
Responsible for customer service, personnel management of a staff of up to 15 employees,
including interviewing, hiring, and training.
Specialized in one-on-one client services and personal shopper services within the store.
Supervised a monthly budget including payroll, expenses, loss prevention, inventory control,
and cash management.
Duties included stock management, merchandising and displays, and inventory progression.
Planned and followed store merchandising guidelines on a daily basis.
Developed and implemented new procedures used to monitor back stock levels in the store
during peak selling seasons.
Traveled to other locations to fill in for management.
References
Available upon request
Contact this candidate