Customer Service Manager
Resume:
Monica N. Whalen
Marietta, GA 30066
Summary
Experienced Staffing professional with proven experience in recruiting,
client service, office administration, human resources, bookkeeping,
payroll and operations. Personal characteristics include working
efficiently with people at all levels in an organization, strong verbal and
written communication skills.
Recruiter/ Operations Manager
Equity Restoration - Canton, GA
May 2008- March 2010
. Sourced and qualified candidates through employee referrals, the
Internet, in-house resume database, networking, advertisement, and
creative non-standard strategies.
. Screened and interviewed candidates using behavioral based
interviewing techniques.
. HR Operations- Responsible for all hiring, orientation and training
of new employees
. Managed general office operations including answering phone lines,
client service and satisfaction, staff management, accounts payable
and accounts receivable(via Quickbooks), payroll, database
maintenance, appointment scheduling, materials ordering, calendar
maintenance, etc.
. Managed schedules, prepared estimates and performed customer follow-
up for Claims Specialist
. Performed job cost analysis and managed work flow schedule for all
new projects
. Responsible for new business development via telemarketing, mailers,
door hangers and referral program maintenance
. Insurance administration- assisting in initial claims process,
scheduling adjuster appointments, creating estimates for submission,
managing insurance payment process to include: tracking initial
insurance payment, recoverable depreciation and /or supplements as
well as managing the collections process
. Developed and designed all print and collateral materials
Recruiter/Client Service
Executive Resource Group, LLC.
July 2006- 2008
. Managed the full-cycle business development process from cold call
sourcing and networking to secure new business within the Technology,
Executive Management, Finance and Accounting, Sales, Legal and Office
Administration professions.
. Sourced and qualified candidates through employee referrals, the
Internet, in-house resume database, networking, advertisement, and
creative non-standard strategies.
. Screened and interviewed candidates using behavioral based
interviewing techniques, as well as identified, created and delivered
behavioral based interview training to individual Hiring Managers and
teams.
. Customer Relations; dealing with both candidates and client.
. Managed general office operations including answering phone lines,
scheduling, calendar maintenance, client service, accounts payable
and accounts receivable, client and recruit database maintenance,
etc.
Recruiter/Client Service
Pro Staff - Atlanta, GA
November 2004- June 2006
. Managed the full-cycle recruiting process from job description
creation, requisition opening, sourcing, interviewing, negotiation,
offer to hire and candidates close.
. Recruit for a variety of professions including: cleared
professionals, finance and accounting professionals, legal
administrative staff, call center, customer service and collections
representatives, business development and sales professionals,
software engineers, telecommunications engineers, management staff,
administrative staff and much more.
. Sourced and qualified candidates through cold callings, employee
referrals, the internet, in-house resume database, networking,
advertisement, technical career fairs and creative non-standard
strategies.
. Screened and interviewed candidates using behavioral based
interviewing techniques, as well as identified, created and
delivered behavioral based interview training to individual
Hiring Managers and teams.
. Collaborated with Executive Team and Hiring Managers in the strategic
planning and recruitment of technical/non-technical candidates for
all divisions.
. Conduct new employee orientations including company policies,
expectations, and new hire paperwork.
. Customer Relations; dealing with both candidates and client.
. Process all incoming phone calls, scheduling, and calendar
maintenance.
. Processing of HR paperwork, both candidate and client.
. Responsible for all benefits administration.
. Processing of Payroll and Accounts Payable/Receivable
Recruiter/On Site Account Manager
Spherion Technology - Alpharetta, GA
State Farm Insurance Account - ISC Call Center
February 2001 - November 2004
. Sourced and qualified candidates for Internal State Farm Insurance
Services Call Center through employee referrals, the Internet, in-
house resume database, networking, advertisement, and creative non-
standard strategies.
. Screened and interviewed candidates using behavioral based
interviewing techniques, as well as identified, created and delivered
behavioral based interview training to individual Hiring Managers and
teams.
. Managed the full-cycle recruiting process from job description
creation and client approval for non-traditional roles, requisition
opening, sourcing, interviewing, negotiation, offer to hire and
candidates close.
. Preformed all Human Resource related functions including
payroll, accounts receivable, employee service reviews, benefits
administration, budgeting and general administrative duties.
. Conducted monthly meetings with external associates and client
supervisors to advise of any changes in processes or
expectations.
. Process and analyze compliance and service review reports to
ensure employees are maintaining service level.
. Collaborated with internal Managers in the strategic planning and
recruitment of technical/non-technical candidates for all divisions.
. Managed business development within account for future
expansion.
. Responsible for all aspects of Performance Management such
as training, new hire orientation, coaching, counseling,
retention programs with all contract employees in order to
meet client's customer service needs.
. Real time management of issues and concerns regarding client and
employee needs.
. Average number of contract employees on-site - 80
Recruiter/On Site Account Manager
Staffmark - Canton, GA
January 1999 - February 2001
Herman Miller Account
. Recruited and hired new staff based on clients projected needs.
. Managed daily operations of external staff at client location to
ensure real time management of any needs or issues.
. Responsible for all Human Resource functions including payroll,
invoicing, employee reviews, benefits administration, budgeting
and general administrative duties.
. Created and maintained quarterly "Value Added" programs to
ensure both employee and client satisfaction.
. Assisted in instructing "English as a Second Language" classes
weekly for Spanish speaking employees.
. Responsible for creating an account management process manual
and new onsite manager training.
. Average number of contact staff managed on-site - 300 over two
shifts.
Human Resources Coordinator/Receptionist,
July 1995 - December 1999
Consultec, Inc.
Roswell, GA
. Responsible for high volume multi-line phone system, greeting
clients, processing mail and general administrative duties.
. Assisted Recruiting Manager and HR director in the evaluation of
quarterly staffing needs.
. Coordinated all activities related to recruiting including travel,
initial
phone screens, itineraries, and budget tracking.
. Coordinated all activities related to hiring and initial orientation
including salary verification, offer letters and employment paperwork
and follow-up for all 28-satellite offices.
. Posted all jobs on internal job board and maintained posting records.
. Responsible for maintaining all employee personnel files, processing
compensation reviews, workers compensation claims, benefits
administration, etc.
Technical Skills: Microsoft XP professional, Vista, Microsoft 2000,
Word, Excel, PowerPoint, People Soft 8, Resumix, ProSearch,
Cauldwell-Spartan, Quickbooks Pro
Education
University of West Georgia Carrolton, GA
1992-1995
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