Customer Service Manager

CHRISTINA M. WALDHAUSER

** **** ***** *** abnn4v@r.postjobfree.com

Kingsville, Maryland 21087 410-***-****

PROFILE

Highly innovative, client-focused and quality driven professional with the ability to establish positive rapport with all

levels of staff. Successful track record for effectively prioritizing a broad range of responsibilities in order to

consistently meet deadlines. Strong knowledge and understanding of the recruiting life cycle and MS Office Suite.

Proven talent in identifying the best fit for the organization and employee. Demonstrated ability to identify and

resolve problem areas and develop effective solutions and procedures. Strengths include:

• • •

Talent Recruitment Employee Consultations Staff Training

• • •

Employee Retention Performance Monitoring Contract Negotiations

• • •

Salary Compensation Database Management Problem Resolution

SELECTED ACCOMPLISHMENTS

• Developed and implemented a tracking system for personal time off, using Excel and Outlook. This system

reduced the company’s personal leave liability and promoted communication between employee and manager.

• Created training reference guide on the Senior Housing Marketing segment of Yardi.

• Originated tracking system in Access and supporting correspondence for classroom delivery project at

Virginia Tech University.

RELEVANT EXPERIENCE

Recruitment Administration

• Spearheaded the full life cycle of recruiting from the approval of requisitions to negotiating and closing offers.

• Consulted and coached management on interviewing techniques and alternative marketing strategies to fulfill

staffing needs.

• Managed the informational updates to the career section of the companies Internet site for THINQ Learning

Solutions, Inc. Conducted behavioral interviews and hired over 150 employees as a StratSource contracted

recruiter during the opening of Toyota’s East Coast Regional Customer Service Call Center.

• Screened, interviewed and evaluated 5-6 candidates per day for various call center positions; managers,

collectors, customer service, customer retention and clerical.

• Qualified candidates based on specific criteria, with a proven track record to identify highly skilled candidates,

consistently. Influenced and negotiated with management on new hire recommendations.

• Prospected candidates by working career fairs; sourced Internet job boards; networking events; and referrals.

Employee Relations

• Mediated and resolved employee relations at all levels of the organization. Employee relations included; high-

risk issues, policy interpretation and reductions in force.

• Formatted and edited Human Resources employee handbook, Brightview job descriptions and addendums to

contracts.

• Communicated frequently with management on a broad range of challenges with the new software capabilities

by troubleshooting and compiling usage techniques, requests and questions from the Community Relations

Directors.

Benefit & Compensation Coordination

• Researched compensation strategies and assisted with benefits for a client base of 255 employees.

• Conducted salary surveys to ensure competitiveness within the local market and internally.

• Assisted with company benefits coordination prior to open enrollment and upon terminations. Conducted new

hire orientations, as well as exit interviews.

• Ensured quality initiatives were followed throughout the benefit proposal phase, accountable for proposal

coordination, follow-up and tracking.

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Staff Training

• Coached Sales team on new CRM software, while reporting discrepancies in the application, troubleshooting

the problems and tracking the resolutions.

• Motivated new account representatives to maximize their effectiveness on the phones by utilizing company

policy and best practices, while asking the right questions to optimize the solution for the agent.

• Identified solutions, winning strategy sessions, identifying gatekeepers, client requirements, buyers, market

value for proposed services, next steps and had direct interface with potential buyer.

OTHER EXPERIENCE

Account Management

• Developed new prospects and enhanced existing business to increase sales of organization’s services.

Received a certificate in Sales Advantage, Dale Carnegie Training.

• Generated over $750,000 in revenue for 2003-2004 service year.

• Developed new business in 79 accounts nationally; 80% cold calls and 20% warm leads via referrals or

inquiries.

• Consulted with prospects and clients to explore their business objectives to ensure the best pre-employment

screening solutions.

• Managed key accounts effectively with emphasis in, customized solutions for background checks and

occupational medicine.

• Managed customer relations and provided appropriate support staff during and post transition period.

Executive Assistant

• Organized and managed three calendars efficiently by prioritizing the events and scheduling meetings; booked

travel arrangements; and processed expense reports for the President, Vice President and Director of

Operations.

• Created and edited power point presentations, memorandums, letters and internal communications.

• Planned annual fall conference and assisted with annual property manager conference.

• Prepared and tracked monthly financial records for Brightview communities’.

• Worked directly with the Regional Director’s of Operations on monthly financial calls and reporting.

Processed expense reports and made travel arrangements.

CAREER HISTORY

December 2004 – December 2008

Executive Assistant

The Shelter Group, Baltimore MD

September 2002- November 2004

Specialist, Employment Screening

Employment Background Investigations, Inc, Owings Mills MD

November 2001-September 2002

Recruiter

Toyota Financial Services, Owings Mills MD

February 2000-October 2001

HR Recruiter

THINQ Learning Solutions, Inc, Baltimore MD

August 1997-February 2000

Account Manager

General Physics Corporation, Columbia MD

June 1995-July 1997

Account Representative

Transamerica Corporation, Towson MD

EDUCATION

Towson University Towson, MD

BS

AFFILIATION

Chesapeake Human Resources Association (CHRA)

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