Customer Service Human Resources

JENNIFER WOLVER

**** ** **** ***** *** Moines, Iowa 50320 515-***-****

HIGH IMPACT HUMAN RESOURCES PROFESSIONAL

CORE COMPENTENCIES

Talent Acquisition Employee/Labor Relations Process Improvement

Budget Planning Staff Development Employee Safety

HR Compliance Benefits and Compensation Conflict Resolution

OSHA Management Contract Negotiation Project Management

PROFESSIONAL QUALIFICATIONS

. Human Resource Professional with over 11 years of broad based progressive

human resource experience.

. Demonstrated expertise in HR Management; recruitment and staffing,

employee relations, training and development, performance evaluation

administration, employee benefits and compensation, employee safety &

risk management.

. Broad based background with Union and non-union environments across all

industries in both public and private sectors.

. Outstanding interpersonal and communications skills with an emphasis on

listening and comprehension.

. Recognized for leadership, positive employee relations, coaching and

negotiation skills.

. Solutions oriented business leader with significant experience directing

a broad range of responsibilities.

. Individual with strong ethics and high moral values that practices

empathy on an ongoing basis.

. Adept at managing budgets and P&L while leading and motivating teams to

grow.

. Proven ability in management, sales & marketing, and project management.

. Self starter with strong organizational, technical, strategic, problem

solving, planning and multi-tasking skills.

. Lead operating unit by practicing the principles of "QBQ" and creating

personal accountability

PROFESSIONAL EXPERIENCE

PRO STAFF INC., West Des Moines, Iowa

Managing Director (December 2002 to April 2010)

. Manage human resource planning, employee relations, equal employment

opportunity and compliance issues, health and safety management,

performance management, remedial counseling/discipline, leadership

development, recruiting and staffing, compensation & benefits

administration, and employment laws.

. Continuously develop forward thinking Recruiting Plan that recruits top

talent in each industry before other companies recruit via traditional

methods.

. Partner with over 300 clients on HR policies, procedures, and employment

laws.

. Recruit for both salary and non salary positions in Office, Technical,

Finance & Accounting and Warehouse positions.

. Create partnerships with profit and not for profit organizations in both

union and non union environments.

. Build strong team environments and foster open communications with

internal employees and external clients.

. Select, mentor and develop internal staff members while directing

staffing and sales activity within operating unit.

. Maintain a 96% Fill Ratio for all job orders.

. Responsible for creating and updating internal policies, procedures and

training programs.

. Recognized nationally for lowest internal turnover.

. Increased revenues by 148% in first 9 months of Management, which

positioned the branch as a profitable operating unit for the first time

since inception and have consistently received awards for growth

. Exceeded budget expectations year over year in Revenue, Gross Margin, and

Operating Income.

. Continuously develop new marketing plans to brand Pro Staff as one of the

premier staffing partners.

. Restructure client pricing and billing structure as needed, to position

branch as one of the top performing in the nation.

. Prepare annual budgets, and provide monthly projection updates and

evaluate revenue/expenses vs. projection.

. Analyze and identify areas for growth, and create an on-going solutions-

oriented plan to maximize profitability.

Business Development Manager (March 2002 to December 2002)

. Prospect new business opportunities through proven relationship

building techniques while maintaining current customer relationships with

excellent service and follow through.

. Focus on company's targeted anchors for substantial profitability and

market share growth.

. Handled all aspects of sales functions, new business development,

including prospecting, qualifying and closing.

. Acquired new business through qualified leads, referrals and cold

calling while implementing new value added solutions.

. Increased branch revenue by 62% in the first 6 months of my employment,

which eliminated the need for additional sales FTE, and saved the company

$70,000.

. Consistently met and exceeded sales goals, which resulted in National

recognition on an ongoing basis.

. Resurrected dormant accounts into active status through pleasant

persistence and follow through.

. Prioritized work orders in order to maintain service standards in the

face of peak times and heavy workloads.

. Generated fresh ideas and creative solutions to multifaceted

situations.

JENNIFER WOLVER

3713 SE 19th Court Des Moines, Iowa 50320 515-***-****

GRANDVIEW COLLEGE - Des Moines, Iowa

Adjunct Instructor (January 2002 to May 2002)

. Designed and developed content to instruct a junior level elective

Retail Management course.

. Presented theory, methodology, techniques and application of course

content.

. Developed real life examples and team projects to incorporate the course

subject matter.

COMMUNICATIONS DATA SERVICES (Now CDS Global) - Des Moines, Iowa

Senior Account Manager (October 1994 to March 2002)

. Successfully managed accounts for some of the largest, most complicated

business client's at CDS; American Express Publications, Forbes, F&W,

CBHI and Weider Publications

. Functioned as a direct liaison between publishing clients and CDS to

monitor operational activity and ensure support of client's needs

through analysis, problem solving and established methods.

. Executed high level presentations to clients and management on the

company's internal processes.

. Provided indispensable leadership skills and direction for team.

. Recognized a bottleneck in the Customer Service department, and

coordinated a task team which resulted in the implementation of a new

process in the call center that reduced call wait time by 24%.

. Led a large client directed project that resulted in increased

efficiencies for data transmission to internal database.

. Managed output of subscriber bill and renewals, analyze accounts and

troubleshoot errors on an ongoing basis

. Practice an acute ability to handle multiple projects and prioritize

them accordingly.

. Manage, delegate and oversee tasks of support staff, programming, react,

customer service, mail services, fulfillment, print programming, and JCL

departments.

. Provided comprehensive knowledge of the database system, policies and

operational capabilities as well as an extensive knowledge of magazine

fulfillment as it relates to circulation.

. Regularly analyze billing, renewal, gift and direct mail responses while

accepting responsibility for accounts' customer service and operational

activity.

. Formulated a plan for successful integration of client accounts and

organized the account conversion of key magazines.

Personnel Coordinator (April 1993 to October 1994)

. Identified increased need for temporary staff, which resulted in

researching, developing and implementing an internal temporary staffing

pool which created a substantial cost savings for the organization.

. Coordinated internal HRIS system conversion

. Routinely recruited, prescreened and interviewed candidates for

positions.

. Worked with Department Managers to identify top talent for their

positions.

. Managed and trained new administrative and temporary personnel.

. Provide resolution and direction for given employee relations issues.

. Conducted new employee orientations to ensure their understanding of the

company's benefits, policies and procedures.

. Prepared advertisements for position vacancies through newspapers and

job postings.

. Worked with employment agencies to fill immediate needs within various

internal departments.

Human Resources Assistant (August 1992 to April 1993)

. Prescreened all prospective employees and provided valuable feedback to

management staff.

. Administered application and testing process and evaluated applicant's

ability to function in company environment.

. Responsible for phone screening, scheduling candidate interviews and

performed all applicant reference checks.

. Performed data input of applications while supporting all tasks required

by the Human Resources Director.

. Successfully multi-tasked answering all company incoming calls, while

performing multiple projects.

E D U C A T I O N

MBA - Master in Business Administration, Drake University

BA- Business Administration, Grandview College

AA- Liberal Arts, Des Moines Area Community College

SPHR - Test scheduled for June 2010

TECHNOLOGICAL PROFICIENCIES

Microsoft Office Suite

ADP, PeopleSoft, Bundle, CICS, Shadow

Lotus 1-2-3, WordPro

P R O F E S S I O N A L AFFILIATIONS

Society for Human Resource Management (SHRM)

Iowa Association for Staffing Professionals (IASP)

West Des Moines Chamber

Greater Des Moines Partnership

Contact this candidate