Customer Service Human Resources

Tania N. Alicea

**** ******* **** abnwex@r.postjobfree.com

Kissimmee, FL 34743 Cell: 407-***-****

OBJECTIVE To work in a Human Resources Professional position to ensure

organizational goals are met as well as management of all Human

Resources functions.

QUALIFICATIONS Fully bilingual (Spanish/English) professional with advance computer

skills (Word, Excel, PowerPoint, Access, Internet, Oracle, Lawson) and

committed to being the best. Familiar with employment laws and

regulations and also certified in management coaching (June 2002).

Active member of National SHRM and CFHRA.

EDUCATION University of Central Florida

Master of Science in Management - Human Resources

University of Central Florida

Bachelor of Arts in Spanish with Teacher Certification

RELEVANT EXPERIENCE

June 2007- Present Employee & Labor Relations Analyst, Westgate Resorts

Research new legislation to develop or revise company policies.

Conduct and complete investigations of employment issues/disputes reported and

provide consultation to management and field operations regarding remedies.

Write investigation reports. Monitor/track status of Employee Relations issues.

Conduct Wage and Hour audits for all areas of the company.

Analyze data, identify trends, and prepare reports of employment/demographic

data.

Review data for yearly filing of EEO-1 report.

Assist HR regions through development and delivery of Employee Relations training.

Member of corporate committee responsible for developing and implementing

company-wide initiatives such as Leadership Guides for Managers.

Research WARN Act to serve as consultant to executives and upper management

during company reductions in force.

Analyze data for potential reductions in force and identify locations where WARN

Act applies.

Analyze, compile, and audit all data pertaining to legal documents, investigations,

and complaints.

Responsible for the development and maintenance of the collective knowledge

database for employee relations cases and related documents.

Prepare statistical reports regarding employee relations issues company-wide,

analyze the data, identify trends and recommend solutions. Summarize, index, and

catalogue employee relations issues.

Jan 2006-May 2007 Spherion at Darden Restaurants, Inc.

June 2006 – May 2007 Recruiter and Coordinator

Meet with hiring managers to identify KSA’s for positions

Source candidates in Resumix, internet resume banks, and niche sites

Evaluate resumes for initial prequalification

Create reports for candidate tracking

Conduct phone screens on candidates

Jan 2006 – May 2006 Staffing Coordinator

Establish initial contact with candidates

Work with outsourced recruiters to schedule candidates for interviews

Coordinate interviews for identified candidates

Administer pre-employment assessments

Track candidates in Resumix

Coordinate travel for candidates

Update open position reports

Jan 2004-Mar 2005 Human Resources Investigator, Publix Super Markets, Inc.

Investigating and analyzing employment related complaints stemming from Publix's

internal complaint procedure, discharge resolution process, EEOC charges, and

other administrative and civil matters

Creating extensive and detailed reports relating to employment related complaints

Provide legal support to Publix's in-house and outside attorneys

Represent Publix in unemployment hearings

Assist Retail and Support Operations in handling employment related matters

Jan 2003-Dec 2003 Administrative Assistant, Colonial Properties Trust

Support three marketing employees

Maintain records of all marketing sponsored activities

Verify and submit payroll information for customer service and marketing employees

Create job descriptions for department positions

Assist with creation of job vacancy postings for local newspaper

Assist with the creation of advertising collateral for marketing activities

Sept 2000-Jan 2003 Merchandise Supervisor, Best Buy #443

Supervise team of ten employees

Create and present training materials for monthly department meetings

Coordinate with vendors training sessions on new products

Responsible for interviewing, hiring, and training new employees for department

Manage department labor budget, staffing, and scheduling

Oversee department compliance with Department of Labor requirements

Perform weekly and monthly evaluations for each department employee

Coordinate community outreach activities for store

Assist with daily product counts to maintain correct inventory numbers

Work closely with sales department supervisors to address product issues

Assist sales supervisors with line-level employee weekly evaluations

Set merchandise according to corporate approved specifications

Responsible for verifying the advertisement on Sundays, Tuesdays, and Thursdays for

product availability and accessibility

Coordinate and implement interdepartmental product presentation

Responsible for overall store presentation

ADDITIONAL EXPERIENCE

Mar 2005- July 2006 Customer Service Staff, Publix Super Markets, Inc

Feb 2000-Aug 2000 Media Supervisor, Best Buy #510

May 1999-Feb 2000 Media Senior, Best Buy #510

Nov 1998-May 1999 Customer Service Senior, Best Buy #510

Jul 1997-Dec 1998 Student Assistant, UCF Division of Continuing Education

Nov 1996-Sept 1998 Customer Service Representative, Best Buy #157

Jun 1996-Aug 1996 Office Assistant, Primera Iglesia Presbiteriana en Bayamon

Jan 1995-May 1996 Clerical Assistant, Department of Spanish and Portuguese, Vanderbilt

University

REFERENCES Furnished upon request.

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