Human Resources Customer Service

I rene Tobin, PHR

**** *. ******** **. ***********, MO 65804

417-***-**** • i abn04n@r.postjobfree.com

_____________________________________________________________________________________

QUAL I F ICAT IONS

• 4 years of Human Resources Generalist experience in a telemarketing and call center

i ndustry; supporting 1,100+ employees in the U.S.A.

• 6 years of Human Resources experience in a healthcare and printing industry;

supporting 200+ employees in the Philippines.

• 2 years of technical and customer service experience in call center

• 2 years grade school teaching experience in the Philippines (Licensed)

• Knowledgeable in employment, wage and labor laws in the U.S.A. and in the

Philippines

• Proficient in database application such us Oracle, K ronos, Taleo, MS office and

I nternet applications

• Strong attention to detail and desire to follow procedures, organization, project, and

t ime management skills. H ighly developed interpersonal skills and high customer

service orientation

• Ability to mult i-task, handle complexity, and ini tiate solutions

PROFESSIONAL EXPER IENCE

J une 2010- Sep. 2012

Human Resources Generalist

Springfield, MO

Teletech Holdings, Inc.

Employee Relations Administration:

• Adviser and consultant to 6 managers and 40 supervisors on employee/ labor relations

matters including employee conduct, performance and disciplinary actions as well as

one-on-one coaching of individual leaders through all HR-related issues.

• Point of contact for 1,100 employees for all H R-Related concerns; conduct

i nvestigations and ensure employee/employer relations issues are resolved

w ithin 72 hours.

• Ensure compliance with all local human resources laws and regulations;

completions of TeleTech Essential courses are completed for new hire classes.

• Responsible in legal compliance; conduct confidential investigations on

employee performance, harassment complaints, and potential termination

actions.

• Administered special programs. This includes acting as program administrator for

i ncentive programs, pilot programs (P4P), or any special benefits programs.

• Responded to unemployment claims t imely and attended phone hearings

• Assisted the Talent Acquisition team during periods of intense hi ring goals.

T his includes conducting interviews, administering testing, extending offers, and

helping administer the hir ing processing with candidates

• Performed Human Resources Manager’s duties as necessary

Employee Benefits Administration:

• Responsible for communication and education of all 1,100 employees about benefits

p rograms and procedures.

• Provided exceptional customer service to all employees; answering benefit questions in

a t imely and accurate manner, resolving problems related to payment of benefits,

benefit plan eligibility and enrollment.

• Monitored, manage and communicate with employees and leadership team throughout

t he stages of their LOA/FM LA to ensure compliance with federal and state

requirements; keep managers, payroll and Human Resources manager informed

regarding employee leave status, monitored disability claims and assure that

p remiums repayment is collected and coverage is in place as expected.

• Managed all workers’ compensation related injuries ensuring that claims are filed

accurately and timely and employees are receiving the appropriate care.

Oct. 2007- May 2010

H ewett-Packard Technical Support

Springfield, MO

Teletech Holdings, Inc.

• Provided technical and customer service phone support for Hewlett-Packard’s (HP) in

t he notebook division to consumers in the United States. Troubleshot all technical

issues and process service orders in the Hewlett-Packard’s repair center.

Jan. 2006 – Sep. 2007

Human Resources Representative

Springfield, MO

Sunrise Service Associates

• Managed with efficiency the day-to-day operations of the Human Resources office of an

outbound telemarketing company.

• Ini tiated and developed the Company Manual; consistently managed the HR policies

and procedures, monitored t imely and proper documentation of employee performance.

• Responded to and accomplished 85% disqualification rate of unemployment claims

• Developed a Fast Track Leadership Program: conducted and facilitated a quarterly

t raining on basic employment laws, interviewing dos and don’ts, performance

documentation, and counseling.

• Established the Human Resources Administration system and procedures

• Coached administrative staff on M icrosoft application use; Excel, Word and Outlook

• Developed Human Resources and Sales forms using MS Word and Excel

• Performed daily timekeeping and weekly payroll using MS Excel spreadsheet

• Maintained an updated personnel records of the company employees

Sep. 2003 to Dec. 2004

G rad School Teacher

Laguna, Philippines

Caritas Don Bosco School

• Taught Science, Reading, Math and Ar t to Grade 1 with 30 pupils per classroom

• Prepared lesson plans and visual aids. Demonstrated effective classroom

management, and participated in committees responsible in implementing school

activities.

Feb. 2002 to Sep. 2003

Sales Operations Coordinator

Manila, Philippines

Healthway Medical Clinics

• Increased sales volume by 8% by aggressively attending to client concerns resulting in

repeat business. Implemented marketing promotions by facilitating fax campaign and

mailing

• Provided administrative support to sales & marketing managers and seven (7) field

sales people. Prepared and presented weekly sales report; and coordinated

appointments and meetings.

• Maintained updated database for sales lead generation and prepared weekly account

receivables and account payables.

Jan. 1999 to Jan 2002

H uman Resources Manager

M anila, Philippines

CGKformaprint, Inc.

• Managed HR department with three (3) staff and 200+ employees.

• Meet with HR consultant on weekly basis to discuss human resources programs and

issues

• Handled recruitment, selection, hi ring and orientation of production and line

supervisors

• Monitored timely administration of employee wages, contributions and benefits

• Administered annual (360 ) performance review to all departments and employees,

scored and prepared data results for upper management decisions in relation to

p romotions, annual increase, and corporate awards.

J une 1998 to Dec. 1998

Human Resources Assistant

Manila, Philippines

CGKformaprint, Inc.

• Screened and interviewed applicants of 20 per month, administered qualifying exam,

scored and evaluated skill tests of applicant to fill in vacancy.

• Conducted weekly orientation to successful examinees

• Conducted background check of employees candidate for permanent employment

• Performed field work such as school sourcing, job fair and liaison to government

agency

• Organized and updated the employee files, performed t ime keeping, prepared

employment contracts, notice of discipline and issued certificates of employment.

• Monitored human resources forms and testing materials.

Jan 1998 to Mar. 1998

Human Resources I nternship

Manila, Philippines

F ujitsu Philippines

• Provided admin support to the human resources personnel. Facili tated timely

accomplishment of recruitment, test administration, selection and placement, t ime

keeping, vacation and sick hours used, and filing.

EDUCAT ION/CERT I F ICAT IONS

A nticipated graduation 2013-March

M.A. in Human Resources Management

Webster University, Ozarks Campus

1998-March

B achelor of Arts in Psychology

Philippine Normal University

Professional HR Review Certificate 2012-August

L abor, Employment & Benefits Seminar 2006-November

H uman Resource Legal Issues Seminar 2006-February

H uman Resources Generalist Certificate 2005-July

Accounting Fundamentals 2004-December

L icensed Teacher (in the Philippines) 2000-May

PROFESSIONAL M E MBERSH IP

2012-Present

Springfield Area Human Resources

2009-Present

Association (SAHRA)

2005-Present

ToastMasters In ternational

S HRM National Chapter

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