Customer Service Manager

Amy Aswegan-Reisner

*** ******** ***

Marion, Iowa 52302

319-***-**** (C)

SUMMARY/OBJECTIVE:

A Human Resource professional with established expertise in Recruiting,

Staffing, Administration, and Operations.

EXPERIENCE:

1/2008-3/2013

IQNavigator Inc. Denver, CO

Industry: Staffing IT, Engineering, Finance, Light Industrial, and

Administrative

Program Director 4/2011-3/2013

IQNavigator is a multi-tenant SaaS Vendor Management Software (VMS) that

processes tens of billions of dollars in yearly services spend for clients.

This software automates the entire lifecycle of the non-employee workforce

- enabling hiring managers, category owners, MSPs and suppliers to better

manage contractors, consultants, temporary workers, independent contractors

and outsourcers.

Job Description: Establish and maintain customer sponsor relationships at

a variety of locations throughout the US and Canada by holding weekly

meetings, gather information regarding goals for the program, create

strategic recommendations based on those goals, seek out new areas of

spend, prepare and present Quarterly Business Reviews, supervise and direct

Sourcing/Service Consultants, and consult on high level customer service

issues. In 2012, delivered a significant upsell that more than quadrupled

the revenue for one of my full service MSP customers.

Program Manager 12/2010-4/2011

Supervised and coached three Sourcing Consultants; troubleshot a variety of

issues including technical software issues, customer service problems,

negotiated with suppliers, and investigated invoice irregularities. Met

with SC's weekly to discuss open positions and came up with game plans on

jobs that had been open for longer than a couple of weeks. Prepared and

presented Quarterly Business Reviews, Monthly Operating Reports, and

Executive Dashboards. Wrote several Standard Operating Procedure manuals

for each of my customers and continued to maintain this documentation

throughout the year.

Sourcing Consultant 1/2008-12/2010

Established and maintained relationships with hiring managers at different

customers, gathered information regarding temporary openings from hiring

managers, research appropriate pay rates/bill rates for assorted positions

in a variety of locations throughout the US, engaged an assortment of

staffing suppliers to fill customers' temporary openings, reviewed resumes

and screen candidates before the client hiring manager, recommended the top

candidates to customer hiring manager, negotiated bill rates with suppliers

to get the best value for my customer, participated in the gathering and

reconciling of payroll on a weekly basis, prepared weekly metric reports,

and administered work hour adjustments before invoicing of customers.

5/2007-1/2008 Ensemble Chimes Global Cedar Rapids, Iowa

Industry: Staffing IT, Engineering, Finance, and Administrative

Sourcing Consultant/Recruiter

(This company went out of business and I continued this job with one of my

same customers at IQN.)

Established and maintained relationships with hiring managers at two

different customers, gathered information regarding temporary openings from

hiring managers, research appropriate pay rates/bill rates for assorted

positions in a variety of locations throughout the US, engaged an

assortment of staffing suppliers to fill customers' temporary openings,

reviewed resumes and screen candidates before the client hiring manager,

recommended the top candidates to customer hiring manager, negotiated bill

rates with suppliers to get the best value for my customer, participated in

the gathering and reconciling of payroll on a weekly basis, prepared weekly

metric reports, and administered work hour adjustments before invoicing of

customers.

Chosen to assist our corporate HR department in recruiting other Sourcing

Consultants, Sales Managers, Finance professionals, and IT personnel.

8/2005 - 5/2007 Genova Technologies Cedar Rapids, Iowa

Industry: IT- Software Systems & Design

Technical Recruiter

This was a brand new position, so I was in charge of researching the

various tools used to make this position as efficient as possible. These

tools included; Internet resume boards and job postings sites, an applicant

tracking system, and an Internet spider tool. I also had to produce

several processes for human resources, contractors, and administrative

staff to follow.

Recruited for the following skills sets: Engineers (Electrical, Mechanical,

Software, Systems, Industrial, Safety, and Manufacturing), and IT

Professionals (Programmers, Technical Writers, Project Managers, and

Quality Assurance).

Responsibilities included:

. Maintained a thorough understanding of specific skill profiles, budget

constraints, salary levels, and the needs of each particular client.

. Sourced and identified suitable technical candidates from resumes via the

Internet, my personal network, the company database, and cold calling.

. Served as point of contact for potential candidates as they moved through

the pipeline, and managed communication between them and the hiring

managers.

. Serviced candidates post hire to ensure their satisfaction with company

and position.

. Serviced our employees working offsite by answering their questions on

Human Resource related issues like benefits, time off, etc.

. Conducted phone screens, included completing pre-qualifying questions and

selling potential candidates on location, position, and company.

. Participated in Review Process Committee, which contributed new forms,

and process for all engineers, sales support staff, and supervisors. This

committee looked at ways to provide all members of the company with more

useful and timely feedback. We changed the review process so that peers

are doing trimester reviews of each person and supervisors are doing the

annual reviews providing 360-degree feedback. We also implemented an

Overall Business Review for the company, and Project Reviews to be

completed by our customers to ensure their continued satisfaction with the

projects we had concluded.

9/2004 - 8/2005 Buresh Party and Special Events Cedar Rapids, Iowa

Industry: Retail

Sales/Store Manager

I was responsible for Managerial duties that included:

. Coordinating special events with private and commercial customers,

hiring all new customer service staff, training all staff including

warehouse facility employees, set-up special events, ordering new

merchandise, re-merchandising the sales floor, completing end of the

day and end of the month paperwork, and opening and closing the store.

4/2002 - 9/2004 Citywide Cleaners Cedar Rapids, Iowa

Industry: Consumer Goods/Retail

Customer Service Director/Human Resource Manager

I was responsible for Customer Service and Human Resource duties included:

. Hiring of all customer service personnel, writing reviews,

disciplining and counseling all customer service personnel, conducting

training meetings and seminars, resolving any customer service

representative issues, resolving high level customer complaints and

problems, waiting on customers, controlling inventory, opening and

closing stores as necessary, preparing and printing weekly, monthly

and yearly reports pertaining to sales and production of each customer

service representative, and resolving any minor computer problems. I

also wrote their first customer service manual that was then utilized

at every store. I was on call 24/7 with this position.

12/2001-4/2002 Active Thermal Concepts Cedar Rapids, Iowa

Industry: Construction

Receptionist/Administrative Assistant (Temporary)

. I was responsible for answering phones, handling all EPA paperwork

necessary before ATC started each job, typed up waste manifests, kept

all employee manuals up to date, filed paperwork for asbestos licenses

for employees and for the business itself with each state that they

worked in, filed all paperwork in the proper place, gathered work

hours from each employee every week so payroll could be completed on

time, typed up bid letters for the owners, took all phone messages and

relayed either on paper or via radio, and other general office work.

3/2001 - 10/2001 Manpower/Rockwell Collins (Temporary) Cedar Rapids, Iowa

Industry: Avionics

Senior Sourcing Specialist

Recruited for the following skills sets: Engineers (Electrical,

Mechanical, Software, Systems, Industrial, Safety, and Manufacturing),

IT (Programmers, Technical Writers, Project Managers, and Quality

Assurance), and Operations (Finance, Accounting, Administrative,

Purchasing, and Sales).

Responsibilities included:

. Maintaining a thorough understanding of specific skill profiles, budget

constraints, salary levels, and the needs of the business units.

. Serving as a point of contact for the candidates as they move through the

pipeline, and managing communication between them and the managers and/or

recruiters

. Maintaining communication with search firms

. Conducting phone screens, including completing pre-qualifying questions

and selling potential candidates on location, position, and company

. Sourcing and identifying suitable candidates from resumes via the

Internet, referrals, my personal network, and company database.

. Attend various job fairs as a Rockwell Collins Representative introducing

and selling the company to large numbers of candidates.

. Manage special projects, as needed, including;

. Authored a Sourcing Specialist Chapter of our Resource Acquisition

Handbook. This project involved interviewing several people and capturing

their input for this book.

. Involved in Radical Process Improvement of our resume database and the

process by which we receive resumes. Helped define goals, duties, and

processes of the Recruiters, Recruiter's Assistants and the Sourcing

Specialists. Tested new processes to find out if they would work on a daily

basis.

. Organized a book with all of our current and potential diversity contacts

and web sites. This involved putting an Excel spreadsheet together that

compared costs, method of posting, and the number and type of resumes

available on each site.

. Coordinated the booth and advertising for our part in the Cedar Rapids

Fall Career Fair. Contacted our advertising agency and approved copy before

it went into the CR Gazette. Scheduled hiring managers and other personnel

from Human Resources to attend the job fair.

11/1997 - 3/2001 Allegis Group Cedar Rapids, Iowa

Industry: Consulting Services

Senior Recruiter

(October 1999-March 2001)

Recruited for the following skill sets: Administrative (Secretarial, Data

Entry and Clerical), Finance (Analysts and OSJ Branch Managers),

Accounting (Statutory, General Ledger, Accounts Receivable, Accounts

Payable, and Bookkeepers), and General Operations (Purchasing, Marketing,

and Sales).

Responsibilities included:

. Maintaining a thorough understanding of specific skill profiles, budget

constraints, salary levels, and the needs of each particular client.

. Sourcing and identifying suitable non-technical candidates from resumes

via the Internet, my personal network, the company database, and cold

calling.

. Serving as point of contact for potential candidates as they move through

the pipeline, and managing communication between them and the managers

and/or recruiters

. Servicing candidates post hire to ensure their satisfaction with company

and position.

. Servicing our employees working offsite by answering their questions on

Human Resource related issues like benefits, time off, etc.

. Conducting phone screens, including completing pre-qualifying questions

and selling potential candidates on location, position, and company.

. Training all recruiters and salespeople in our location on advanced

Internet recruiting techniques, negotiating skills, and other HR type

issues.

Information Technology Recruiter/Trainer (11/97-10/99)

Recruited for the following skill sets: Computer Programmers (Java, C, C++,

Mainframe, Access, Oracle), Project Managers, DBA's and Technical Writers.

I also recruited Engineering, IT, and Telecommunications professionals.

Responsibilities were same as above.

EDUCATION:

12/1994 University of Northern Iowa

US-Iowa-Cedar Falls

Bachelor's Degree in Business Administration with a Business Management

emphasis

12/1992 Kirkwood Community College US-Iowa-Cedar Rapids

Associate Degree

Fashion Merchandising

COMPUTER SKILLS:

MS Word and Excel and PowerPoint

MS Outlook

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