Customer Service Human Resources
Resume:
Courtney Barrie Horn
**** * ******* ****** - ******, Illinois 61603
QUALIFICATIONS:
- Expertise in full cycle recruitment, employee retention, conflict
resolution, operations management, training, employee relations, benefits
administration, EEO compliance, OSHA compliance, and policy design.
- Highly motivated and detail orientated individual with strong
communication, organization, and customer service skills.
- Team player with ability to assess office and company needs and then
implement.
- Eight years executive human resource and retail management experience.
- Excellent knowledge of HRIS, word processing, spreadsheet and database
programs.
- Studied Business Management, Human Resources and two years of Spanish.
EDUCATION:
- M.B.A. Human Resources, GPA 3.5, Ashford University, Clinton, Iowa, June,
2009.
- B.A. Political Science GPA 3.45, Bradley University, Peoria, Illinois,
December, 2005.
EMPLOYMENT:
2011-Present Manager, Goodwill Industries of Arkansas, Mt. Home,
Arkansas
Responsible for the operations of the store, including maintaining the
store and employees, handling banking, customer/donor inquiries and
complaints. Handles day to day store operations and store performance to
meet or exceed budget while operating in compliance with company standards,
policies and procedures.
* Supervises staff, giving oral and written communications regarding work
performance as necessary.
* Interviews applicants and conduct workplace orientations for new hires.
* Motivates employees to make sales and production goals.
* Initiates and completes personnel and payroll records in timely manner as
well as other paperwork required in day to day operations for store.
2006-2011 Store Manager, Pacific Sunwear, Peoria, Illinois
Managed the day to day operations for the store by providing the necessary
direction to meet or beat sales plans while maximizing customer service and
product knowledge. In addition, supported Human Resources function
including but not limited to: full cycle recruitment, employee retention,
conflict resolution, training, employee relations, benefits administration,
EEO compliance, and OSHA Compliance.
* Coach employees and management on policies and procedures, mediating with
staff, assist with the investigation of sexual harassment claims and ensure
compliance with state and federal law.
* Perform yearly management reviews and monthly employee evaluations.
* Responsible for quarterly store inventories and monthly store audits.
* A keen sense of loss prevention awareness.
* Ensured compliance with a monthly budget for payroll and expenses.
* Use applications and HRIS programs such as Microsoft Dynamics for
employee audits, employee evaluations and point of sale functions.
* Full cycle recruitment including exempt and non-exempt positions, perform
new hire orientation and new hire paperwork and audit employee files.
* Train, develop and motivate staff through new employee orientations,
quarterly training meetings and motivation incentives.
* Open enrollment of benefits including Health and Welfare plan and 401K.
2003-2006 Store Manager, Icing By Claire's, Peoria, Illinois
Daily responsibilities include store operations, perform employee
evaluations and store audits of sales paper work.
* Provided leadership and direction to increase sales and profitability of
the store's volume by twenty three percent.
* In charge of customer relations and facilitating a high-quality work
environment.
* Complete inventories and store cycle counts.
* Other responsibilities included: interviewing, hiring, terminations, and
scheduling employees.
2000-2006 HR Director, Central Illinois Access, Inc., Peoria,
Illinois
Oversaw office operations for five departments with three hundred employees
and volunteers, files, while assuring all company policies and procedures
are being followed. Responsible for full generalist functions.
* Payroll administration utilizing QuickBooks, ensure accuracy of time and
attendance of employees.
* Ensure compliance with company policies and perform New Hire
Orientations.
* Expertise in recruitment, retention, conflict resolution, operations
management, training, employee relations, benefits administration, EEO
compliance, OSHA compliance, and policy design.
* Used HRIS programs such as PeopleSoft for payrolls, work time, benefits
administration, tracking existing employee data, recruiting, training/
learning management system.
* Used applications such as, Microsoft Word processing, Excel and Access
programs, spreadsheets, and the internet for research.
* In charge of Full cycle recruitment including employee scheduling.
* Planned and orchestrated successful meetings and recruiting events.
* Worked with local agencies, schools, service providers and colleges to
promote CIAI. Composed grants and proposals for company.
* Traveled all over the state of Illinois promoting CIAI with public
speaking and recruitment engagements.
1999-2003 Employee Trainer Coordinator/Shift Leader/Server, Cracker
Barrel, Morton, Illinois
* Trained new employees.
* Oversaw all employee meetings.
* Chairperson of the safety and sanitation committee.
* Supervised up to thirty- five employees on each shift.
REFERENCES AVAILABLE UPON REQUEST
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