Customer Service Project Manager
Resume:
Margaret Lee
************@*****.***
SUMMARY OF QUALIFICATIONS
Provided high-level administrative support to Recruitment Director for KAISER PERMANENTE's KP
HEALTHCONNECT EPIC electronic medical records project. Conducted research, prepared statistical reports,
handled information requests and performed clerical functions. Strong interpersonal, communication skills with
high level of customer service orientation and business ethics. Goal orientated team player who appreciates
sense of urgency and delivers results in efficient and professional manner. Proficient in Word, Excel, Outlook,
Lotus Notes and Power Point.
PROFESSIONAL EXPERIENCE
KAISER PERMANENTE - KP HealthConnect NCAL – Emeryville, CA
Area Recruiter 2007 - 2009
Created and tracked over 1,500 job requisitions through internal hiring system and Excel report.
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Sent weekly requisition reports to Finance in contribution to budget adherence efforts.
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Met with Operations and Finance, reconciled position counts, ensuring budget compliance.
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Single point of contact for processing all internal position transfer paperwork.
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Administration support of problem resolving through business partners such as Finance, HRSC,
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Employee Relations, Service Administration and Operations.
● Filled 100% of all open positions utilizing full cycle recruitment practices – screening, interviewing,
evaluation, referring.
● Defined competency qualifications for specific roles in partnership with hiring managers.
● Provided continuous pipeline of qualified candidates to fill positions; Yielded qualified candidate pools
in minimal turn around time.
● Developed, build and maintained candidate relationships through ongoing communications by
promoting interest in positions and the company.
● Provided guidance to support staff on candidate work-flow, system queries and reporting.
● Received recognitions from hiring managers, candidates and business partners on quick response time,
helpfulness, knowledge, expertise and professionalism.
● Recruited at Stanford U.; Berkeley U.; Lee Hecht Harrison.
Project Manager 2005 - 2007
Hired and led a team of 6 Sr. Recruitment Coordinators and delivered excellent service.
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Developed training guidelines on new hire process and trained all Sr. Recruitment Coordinators.
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Evaluated, coached and developed Recruitment Coordinators in annual appraisals.
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Provided administrative support to Recruitment Director and department.
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Scheduled all weekly staff and strategic meetings with Operations.
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Secured conference rooms and media equipment.
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Coordinated all in-house and external job fairs.
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Created and sent weekly Recruitment Status report to executive level management.
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Set up systems/phone access, ordering supplies, processed invoices, expenses and payments.
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Partnered with Recruitment Director in business development of department goals and deadlines.
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Created work-flows, processes, and strategic directions in accomplishing hiring goals.
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Managed vendors and negotiated rates and contracts for contingent staff.
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Resolved all internal and external hiring issues by problem identification, investigation and resolution
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execution.
Partnered with management in workforce planning, change initiatives, and benefits and wage issues.
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Recognized by Area Manager for “going above and beyond” in accomplishing hiring goals.
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● Promoted to Area Recruiter.
Sr. Recruitment Coordinator 2004 – 2005
● Processed all phases of on-boarding: reference checks, offer letter generation, health screens, I-9 and
background
checks.
● Prepared agendas and made arrangements for all team meetings.
● Acted as point of contact between Operations and Recruitment.
● Managed recruitment database and reported weekly/monthly statistics to Operation executives.
● Promoted to Project Manager I&II.
CONVERGYS CORPORATION – Fremont, CA
Sr. H.R. Associate 2001 - 2003
● Oversaw H.R. functions in Worker's Comp., Recruitment, Benefits, Payroll and Employee
Relations.
Processed all EDD claims. Attended all EDD unemployment hearings.
Accomplished conflict resolution by negotiation and gaining buy-ins from stake holders.
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Led Center-wide employee recognition program resulting in higher morale.
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Recognized by CFO for providing stellar partnership with Operations.
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Led change management initiatives and activities in reduction in force and plant closure completion.
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Benefits Coordinator 1999 - 2001
Facilitated benefit orientation and enrollments.
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Administered PDL/FMLA/CFRA leaves, UNUM and EDD disability insurance, and COBRA.
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● Investigated and reported work-related illnesses and injuries. Performed OSHA reporting.
Managed all Worker's Comp. cases.
● Developed: For Cause Drug Testing Program, Work Related Illness and Injury Reporting Procedures.
● Promoted to Sr. H.R. Associate.
Production Manager 1998 – 1999
Managed day-to-day operations of 7 international customer service teams (employee base of 300 and 10
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reporting managers).
Partnered with Corporate Marketing in strategy development and program improvement.
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Partnered with H.R. in process development and optimization of all new programs.
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Managed client and vendor relationship and ensured client satisfaction.
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Developed team managers to be effective leaders through coaching, led by example, open
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communication and policy adherence.
Impacted significantly to bottom line by developing overtime saving solution.
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Recognized by CFO and AT&T client on sterling result delivery.
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AT&T – San Jose, CA
Specialist Manager 1995 - 1998
Managed day-to-day operation of 60 customer service call specialists.
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Disseminated and trained customer support teams on all marketing programs.
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Ensured all marketing strategy were adhered to, that call quality objectives were met consistently.
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Responded to escalated customer service inquiries in problem resolution and customer satisfaction.
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Coached and developed call specialists through one on one feedback sessions.
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Conducted quality-training classes.
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● Promoted to Production Manager
EDUCATION
B.S. Marketing, Cum Laude graduate - San Francisco State University.
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