Manager Customer Service
Resume:
Deborah Hernandez Phone
*********.*.*******@*****.*** Mobile
SUMMARY OF QUALIFICATIONS
o Recruit, interview and hire for all departments
o Direct and indirect Supervisor/Manager for external/internal team
members
o Managed employee on-board orientation and separations for all
departments, counseled employees
o Conceived and carried out program to decrease unscheduled absences and
increase time clock compliance; resulted in 67% improvement
o Point person for inquiries regarding employee relations, benefits,
absences, training, recruitment, leaves of all types (disability,
workman's comp etc), specialized in Employee Relations and Leave
Management
o Responsible for company defense in EDD hearings/appeals and Labor
Board claims, gathered, prepared and presented all documentation at
hearings...100% success rate in company's favor
o Implemented Ceridian HRIS, consulted on designing user interface,
designed and ran weekly/monthly reports, payroll for remote location
o Coordinate strategies with other stakeholders on change management,
talent management, personnel transfers, team building, operational
management, performance measurement and employee relations
o Administered annual performance and salary review process
o Acted as team with corporate HR and other remote sites to promote
overall team environment
o Made adjustments for bi-monthly and monthly payroll
o Counseled employees on work/personal issues to increase effectiveness
o Enforced HR policies with employees, prepared documentation and served
as trainer for manager - employee meetings
o Managed disability and workman's compensation claims, personnel
records, OSHA and EEOC reporting with strict confidentiality
o Initiated Workmans' comp claims with insurance company and 3rd party
payer. Consulted with health care personnel to expedite claims and
return employees to work at earliest possible date
o Consult with stakeholders in all aspects of local workmans' comp
claims in order to control costs
o Coached General Manager and Department Managers on HR laws and
application to specific situations
o Created teams in various departments for SAP implementation; met
deadline to train all employee teams
o Implemented Ceridian HRIS, consulted on designing user interface,
designed and ran weekly/monthly reports
o Up to date knowledge of HR and business practices including state and,
federal laws and regulations
WORK EXPERIENCE
H fele America Co
04/1988 - 12/2012
Human Resources Manager, Office Manager, Credit and Collections
Skilled at Personnel, disability, Workmans' comp and payroll management.
Supported employees on leave by answering all questions and suggesting
resources where they can educate themselves on their situation. Handled all
facets of disability and Workmans' comp claims. Consult on personnel
decisions in other departments. Educate General Manager and corporate
management on California labor laws. Maintain personnel records, onboard
and orient new employees, provide exit information for employee
separations. Hired, trained and supervised administrative and clerical
personnel.
Gather credit information of applicant companies, analyze for
creditworthiness, and set credit limits. Guide credit department employees
to adhere to and fulfill deadlines. Customer contact via phone, fax, mail
and email. Close communication with outside sales representatives regarding
accounts with credit issues. Placed accounts with 3rd party collection
agencies, follow up and make decisions regarding bad debt/write off. Ensure
DSO goals set by corporate are met. Document contacts with customers in
Oracle system.
Built relationships with internal and external customers using outstanding
customer service skills. Performed Accounts Payable for location specific
vendors.
TECHNICAL SKILLS
Windows, Word, Excel, Outlook, Power Point, Oracle, ADP Etime (HRIS),
Ceridian (HRIS)
EDUCATION
Cal State Long Beach Bachelor's Degree Health Science---Dean's List
Business Analysis course...Cal State Long Beach
Seminars related to Human Resources, Managing Change, Accounts Receivable,
Credit & Collections, and Supervision
Contact this candidate