Customer Service Human Resources

AMY MCDANIEL, MS

***.********@************.*** 956-***-****

PROFESSIONAL SUMMARY

Human Resources Professional with ability to work in academic and business environments utilizing

analytical strengths to provide Human Resource support across multiple functions including:

Training Documentation HR Policy and Procedure Education

• •

Diversity Initiatives and Education Employee Handbook Development

• •

Employee Training Needs Surveys Peer Development and Leadership

• •

Personnel Data Consolidation/Management Interviewing Techniques/Preparation

• •

Job Description Development Recruitment, Screening, Hiring

• •

EDUCATION

Master of Science, Human Resource Management, Texas A&M University, College Station, TX,

December 2009, GPA: 3.93

Bachelor of Business Administration, Management, Texas A&M University, College Station, TX,

May 2008, GPA: 3.53

Recipient, 2009 Dallas Human Resource Management Association Drew Young Student Scholarship

TECHNOLOGY

MS Word, Excel, PowerPoint, Outlook, Project, Access, SurveyMonkey

PROFESSIONAL EXPERIENCE

VALDEZ CORPORATION, Carrollton, TX 1/10 Present

Administrative Assistant

Provide support across multiple aspects of business operations.

• Update policies and procedures as part of compliance process for food inspection creating written

policy and procedures documentation utilizing program data defined by the American Institute of

Baking (AIB) ensuring facility compliance for annual inspection.

• Create post training evaluation process to measure employee comprehension of training material

content for defined job function procedures and processes. Utilized true/false, multiple choice, fill

in blank, check all that apply testing for data and results analysis. Maintain training log tracking

employee attendance in required training ensuring employee population has acquired education on

AIB standards and have 100% accuracy on exit testing.

• Update Excel based database including populating with missing data required to streamline

Research & Development documentation processes, and created forms reducing volume of paper.

NORTH TEXAS TOLLWAY AUTHORITY, Plano, TX 5/09 8/09

Human Resources Intern

Provided Human Resources support affecting an employee population of 800

• Developed company wide diversity training educating employees on policies and procedures.

Collected training content via web research and existing documentation.

• Gathered customer service training material by observing contact center customer service

representatives to evaluate and define areas of need. Generated PowerPoint slides including ‘notes’

section used by trainer as prompt for topic presentation.

• Researched outside agency employee handbooks to evaluate and determine material cross over as

part of recommendation process for changes and/or updates to existing handbook.

AMY MCDANIEL

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• Utilized Survey Monkey to generate and distribute a training survey to employee population of 800

capturing training method preference (classroom, web based), environment, frequency, future

needs, and satisfaction levels. Analyzed results generating graphs and charts for presentation to

senior leadership. Provided recommendations for future training and determined 2010 fiscal year

budget.

• Designed and facilitated monthly intern Roundtable discussions with key topics and team building

activities gaining feedback on intern satisfaction and promoting interaction and networking among

interns.

TEXAS A&M UNIVERSITY, Department of Management, College Station, TX 1/09 5/09

Graduate Assistant

Provided support to Professor for four business law classes totaling 1000 students.

• Provided support in post test review for population of 1000+ students to enhance learning and

correct discrepancies for professor.

• Increased efficiency and accuracy of grades by organizing grading system including grading exams

and uploading data from Excel into system to allow student access via eLearning software

TEXAS A&M SCHOLARSHIPS & FINANCIAL AID, College Station, TX 6/08 8/08

Scholarships & Financial Aid Administration & Human Resources Assistant

Provided HR support in academic business operations environment.

• Designed Access database, including primary key setup, resulting in support staff’s ability to utilize

report generation process to dump employee data eliminating manual, timely process to retrieve

employee data.

• Composed and posted student worker job descriptions on campus intranet set. Screened resumes,

selected candidates, and scheduled and conducted interviews.

TEXAS A&M STUDENT FINANCIAL AID, College Station, TX 6/07 8/07

Administrative Financial Aid Assistant

Provided support to Accounts Payable team.

• Organized and updated invoices, reimbursement forms, and travel vouchers to streamline travel

documentation process resulting in faster reimbursement

LEADERSHIP

SOCIETY FOR HUMAN RESOURCE MANAGEMENT, College Station, TX 2007 2009

Vice President of Administration– Student Chapter (2007 2009)

• Maintained member correspondence by notifying of meeting dates and clarifying upcoming events

and information presented at meetings.

• Produced and managed member profiles to maintain correspondence, recruit industry and job

function specific speakers, and determine level of interest in community service and fundraising.

• Created attendance award for members to encourage meeting and social participating resulting in

500% increase from first to third meeting.

Vice President of Finance Student Chapter (2007 2008)

• Re organized withdrawals, membership dues, and t shirt sales by starting receipt book and Excel

document assisting in creation and maintenance of budget.

RELEVANT COURSEWORK

Interview Activity

Conducted behavioral and situational interviews for nine graduate accounting students providing an

opportunity to refine rapport building and interviewing skills before beginning spring recruiting

Human Resource Metrics

Utilized Excel to analyze data by running regressions and ANOVA to decide the best selection measures and

make hiring decisions.

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