Customer Service Manager
Resume:
Matthew P Rausch
Chicago, IL 60601
**************@*****.***
Education
****, ** *********/*******, ****** College, Adrian Michigan
****, *** ** *******s, University of Minnesota, Carlson School of
Management
1998, PHR, SHRM
Work Experience
July, 2008-Present AlliedBarton Security Services; Chicago, IL
Director of Human Resources, Chicago July, 2008-present
. Manage teams responsible for recruiting, employee relations,
compensation, workers' compensation, and performance management in
Minnesota, Wisconsin, Illinois and Indiana
. Recruit and select candidates for internal management level positions
. Successful negotiation of CBA with SEIU, build rapport with union
representatives, and manage escalation of grievances with a positive
result of no arbitration
. Managed other HR Generalist duties: performance reviews, harassment
investigations, OSHA reporting, and annual review/adjustment of
compensation and incentive plans
. Manage client interaction with employee relations
July, 2007-June, 2008 Brill Street Staffing; Chicago, IL
Managing Director
. Co-founded and helped raise venture capital funding for start-up
staffing company
. Recruited, hired, and managed team of staffing and sales experts
. Managing bidding and selection process for ATS software
. Increased sales to over $2million annually
. Sold shares to investment company during market recession
April, 2006-June, 2007 CBS Personnel LLC; Cincinnati, OH
Vice President, Ohio Region; April, 2006 - June, 2007
. Increased tenure of internal staff through accountability standards
and succession planning
. Revamped training and on-boarding program for all incoming colleagues
. Recruit and select candidates for internal staff positions, reducing
annual turnover by 40%
. Strengthened organizational structure of market by promoting
teamwork, leadership development, and change management
. Responsible for Employee Relations and Workers' Compensation for 150+
regular employees and up to 3000 temporary industrial employees
. Managed other HR Generalist duties: performance reviews, harassment
investigations, and annual review/adjustment of compensation and
incentive plans
. Network with current clientele, identify needs, and design tailored
personnel recruiting and staffing programs for those clients
. Set budget performance goals and objectives with all staff members
. Responsible for staff training of effective recruitment techniques
for a wide range of positions
. Managed relationships and contracts with Teamsters Union
. Resigned to co-found staffing company in Chicago, IL
May, 1995-March, 2006 Adecco USA, Inc
Vice President, Operations, September, 2003 - March, 2006
. Responsible for Employee Relations of 350+ regular employees, and
10,000 temporary industrial and clerical staff
. Oversaw the development, implementation and standardization of HRIS
systems and operations technologies for use in business processes and
colleague training
. Ensured on-boarding and on-going training for 350+ regular employees
. Reduced internal staff turnover 75% in key markets through
strengthened staffing methods
. Led Corporate team that developed performance review program for all
colleagues
. Implemented ISO standard certification, increasing measured customer
satisfaction by 20%
. Managed relationships and contracts with AFSME
. Implemented quantitative performance measures for customers (i.e.
turnover of staff, time to fill, etc.) to establish performance
objectives and continuously raise performance standards
. Acted as conduit of rapport between corporate office and field
offices, while reinforcing the direction and vision of senior
management
. Left for career advancement as leader at CBS Staffing
Area Vice President, MN Region; September, 2002 - September, 2003
. Manage employee relations for Twin Cities, Duluth, and Rochester, MN
areas
. Recruited and trained internal staff, including recruiters, sales
people, and managers
. On-boarded and trained internal recruitment efforts for client
support
. Rebuilt management team, bringing sales from -1% ROS to +3.4% ROS
. Reduced annual expenses by $100,000 for entire state of MN and part
of WI (Eau Claire)
. Ensured strong branch operations, including collections, training,
and succession planning
. Implemented and managed a $20mil staffing account with Thomson Legal
in Eagan, MN, including recruiting, hiring, and training of staffing
experts for industrial and clerical roles
Other Positions Held with Adecco:
. National Account Staffing Director, January, 2001-September, 2002 :
managed $10mil+ accounts nationwide
. Partnership Manager II, March, 2000-January, 2001: managed staff that
recruited and placed industrial, IT, engineering, and clerical
professionals at Steelcase, Inc
. Partnership Manager I, April 1999-March 2000: recruited and placed IT
and engineering experts at Steelcase, managed staff that placed
clerical staff
. On-site Manager, January 1998-April 1999: recruited and filled direct
hire and temp to perm IT and engineering experts
. On-site Supervisor, May 1997- January 1998: recruited and filled
clerical professionals
. Accounting Account Executive, July 1996-May 1997: sold direct hire
accounting and CPA positions, recruited and filled positions
. Office Supervisor, May 1995-July 1996: recruited and filled positions
in light industrial, clerical, and management positions
Positions Held Before Adecco:
Supervisor, Consumer Loan Collection, Old Kent Bank (Fifth Third Bank)
Collection Officer, Old Kent Bank
Customer Service Representative, Old Kent Bank
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