Customer Service Manager

Dawn M. Ferrell, PHR

**** ****** **. *, ********, OH 43229

614-***-****

*******@*****.***

Professional Summary:

HR specialist with proven skill in key areas of business analysis,

compliance and customer service. Nine years experience in analyzing

problem areas for result oriented solutions, improving business

efficiencies and reducing operational costs. Known for innovation,

leading teams exceeding expectations, demonstrated customer service

achievements with developing strategic customer service programs to

build customer loyalty and increased sales.

Significant Accomplishments:

. Safelite Wall of Fame Winner, 2007

. Implemented framework for automated scoring of company-wide background

checks, motor vehicle reports and drug testing

. Automated company-wide leave of absence/FMLA process

. Partnered with all levels of employees and management on a daily basis

. Automated various systems and processes for maximum efficiency

Professional Experience:

Belron US/Safelite Group

1999-2009

Columbus, Ohio

HRMS Analyst

Oct 2004-Jan 2009

. Administered company leave-of-absence and FMLA programs

. Provided end user support to managers on HRMS (HRIS) system and

audited manager self-service transactions

. Managed company-wide pre-employment screening process

. Established security for HRMS system and maintained HRMS tables

. Facilitated HRMS training courses both live and via online training

sessions

. Served management and employees towards understanding company policies

and procedures

. Partnered with Risk Management to complete company-wide MVR audit

. Provided assistance with recruiting and other generalist functions

Associate Service

Representative/Benefits

Coordinator Oct 1999-Oct

2004

. Supported benefits manager by completing various benefits-related

projects

. Facilitated comprehensive benefit plan questions for field and

corporate managers and employees

. Administered tuition reimbursement program and completed other related

financial functions

. Trained new managers on pre-employment screening processes and company

benefit plans

Education:

Franklin University

Columbus, OH

B.S. Degree in Human Resources Mgmt, Minor in Change Mgmt

January 2007-August 2008, Summa cum Laude

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KNOWLEDGE

&

SKILLS

Administered company-wide FMLA program

7000+employees

~

Supported comprehensive benefit plans

~

Provided HRIS support to all users

~

Designed and delivered training curriculum for HRIS and benefits

.

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