Project Manager Customer Service

Angie Rodriguez, MSW **** Santiago Ct. Irving, Texas 75062

*****.***********@*****.*** * (C) 978. 621-4315

Skilled Human Resources professional with 12 years experience in customer service both in the Public and Private Sector. Additional experience as a mental health therapist -tranferable skills in managing and dealing effectively with customers/clients.

Accomplishments

Human Resource Management/Program Management:

1. Developed, designed and implemented stages of a Business/Education Program.

2. Managed and supported twenty business project clients.

1. Conflict resolution between employees and management.

2. Step- one Hearing Officer/Labor Management Consultant.

3. Counseled and managed a caseload of employees during downsizing and transition.

4. Counseled disadvantage youths in a Summer Youth Program-Developed pilot program.

5. Human Resource Manger/ Provided Personnel Services as a generalist to over 900 employees

6. Responsible for identifying and addressing negative risks for company, by ensuring the right procedures and poliies are in place.

7. Counsel and coach client base of 700 employees including senior leaders by providing day-to day- employee relations support and crisis

intervention.

1. Responsible for managing and implementing new processes and procedures relating to personnel programs.

2. Conduct all levels of discipline up and including termination of employment.

3. Oversee the performance evaluation process to ensure 100% participation.

Training and Consultation:

1. Developed and delivered Personnel Programs to all employees

2. Part-time Teacher-North Shoe Welfare Right School.

1. National Women Studies Association Conference-Developed and Delivered a workshop.

2. Designed, implemented and managed a successful summer setting program for disadvantaged youths.Teaching instructor for program.

3. Successfully co -designed and co-delivered two major training sessions at the First International Business Collaborative

Conference in Birmingham, England. Received International Recognition.

1. Program Consultation to internal and external customers in a business setting relating to various personnel matters.

1. Designed and delivered organizational training modules to all levels of management.

Employment/Affirmative Action:

1. Recruiting, screening, assessing and referring of applicants.

2. Affirmative Action Project Manager-Successfully coordinated, organized and developed a 1990 Corporate Cluster

Plan for the Maynard Area.

1. Developed,implemented and monitored Affirmative Action Plans and goals both in private and public sector.

2. Monitored and assisted contracted vendors with programs

3. Formulated staffing recommendations to senior management executives

4. Increased Affirmative Action hiring goals by 20%. in the Public Sector.

Work History

Concord Valley Treatment Center, Lowell, Massachusetts: January 2009 - January 2010

Bilingual/Bicultural Spanish Speaking Therapist: Responsible for providing Mental Health therapy to patients in the Greater Lowell Area of Massachusetts.

Greater Lowell Mental Health Association, Lowell, Massachusetts: 1998- 2009 Bilingual Clinician: Responsible for providing linguistically and culturally appropriate clinical services to non- English speaking adults, children, families, couples, and groups.

Massachusetts Independent Court Investigator: 1995- 2009

Court Investigator: Appointed by a District Presiding Justice to investigate matters involving a Care and Protection Petition pursuant to the Massachusetts General Law, Chapter 119, Section 24. Responsible for submitting report to courts pertaining to investigative findings with recommendations.

Chelsea Public Schools/ Boston University Partnerships 1993-1994 Director of Personnel: Provided Personnel services in a generalist capacity to over 600 school employees.

Digital Equipment Corporation, Acton, Massachusetts: 1988 to 1993 Personnel Consultant II, Coach Counselor and Business/Education Program Manager Developed and Provided Personnel Services, Provided Direct counseling services to employees dealing with transition and responsible for a highly successful and visible business/education pilot in partnership with a school system.

Commonwealth Department of Social Services: 1980- 1988

Human Resource Manager, EEO Administrator and Program Development Specialist : Promoted twice in the Public sector to Human Resources.

Education

Master in Social Work Education, Boston University School of Social Work, Boston, Massachusetts, 1980 Bachelor of Arts in Social Welfare, Salem State College, Salem, Massachusetts. 1978

Languages

Fluent in both English and Spanish

Awards/Certificates: Certificate of Appreciation- Greater Boston One on One 1991-1992 Certificate of Appreciation- Chelsea High School Mentoring Program 1991 Recognition of Achievement Contribution-USMHEO/Digital Equipment Corporation 1991 Pride in Performance Recognition 1985 Governor Dukakis Office-Outstanding Contribution toward Hispanic Heritage 1983 Puerto Rican Leadership Award- Boston University School of Social Work. 1978-1980 President Fund Award- Salem State College 1978 Lulac- National Fund Award for Americans of Spanish Origin Scholarships 1977 & 1978

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