Human Resources Customer Service

Cynthia Soto-Rayfield

*************@*****.*** ? 214-***-****

SUMMARY OF ACCOMPLISHMENTS

Driven and accomplished HR professional with over 14 years of experience in

both corporate and non-profit business settings. Extensive experience in

policy development and implementation, benefits administration, full cycle

recruiting, performance management and employee relations. Capable of

assessing personnel and operational needs, defining action plans, and

managing human resources programs and initiatives. Effective team player

skilled with achieving business goals through building and maintaining win-

win partnerships with internal and external constituents and stakeholders

at all levels. Focused on driving business results through human capital.

CORE LEADERSHIP QUALIFICATIONS

* 401(k) Administration

* Benefits Administration

* Creative Team Leadership

* Cross-functional Team Building and Leadership

* Employee Coaching

* Employee Relations

* Employee Recognition

* Hearings/Investigations

* HRIS Systems-EV3 and EV5

* Kronos, Chimes, Peopleclick, Taleo, IQNavigator, Metastorm, ADP,

Linked In Recruiter & Staff Suite

* Leadership Development

* Negotiating Skills

* Organizational Agility

* Payroll Administration

* Policy Development

* Performance Metrics

* Recruiting/Staffing

* Strategic Planning

Human Resources Manager, Irving, Texas 2011-

2013

National Society of Hispanic MBA's, National Headquarters

Work with senior leadership team to anticipate, prevent and solve people

management issues. Design and deploy human resource strategies and tactics

to attract talent, improve productivity, develop organizational agility and

maintain high employee morale.

. Recruiting and Staffing

o Coordinate management training for interviewing, hiring,

terminations, and performance review process

o Manage all recruitment, new hire processes and training for all

open positions and new hires

o Manage interview center at the NSHMBA National Conference and

Career Expo with over 500 interviews with MBA students and sponsors

o Process and maintain records of benefit plans participation,

personnel transactions such as hires, promotions, transfers, and

terminations, and employee statistics for government reporting;

prepare employee separation notices and related documentation, and

conduct exit interviews

. Strategic and Succession Planning

o Create succession plans, retention programs, and employee training

o Launched and currently manage annual goal setting processes

o Create job descriptions and conduct wage surveys within labor

market to determine competitive wage rates

. Benefits Administration

o Maintain compliance with federal and state regulations concerning

employment

o Administer benefits programs including health, dental, vision,

life, supplemental, FSA, and 401K

. Employee Relations & Recognition

o Advise management in appropriate resolution of employee relations

issues

o Administer performance review program to ensure effectiveness,

compliance, and equity within organization

o Develop and execute employee recognition and social activities to

inspire team building and employee engagement

. Leadership Development, Engagement and Diversity

o Educate, coach and counsel members of the organization on job

performance, employee development and diversity to build work teams

who fully contribute to meeting or exceeding goals

o Promote and participate in the planning and implementation of

communication strategies which deliver accurate, consistent and

timely information on business issues and employee concerns.

Office Manager, Addison Texas

2010-2011

Revere Security Corporation

Responsible for overall administration of office, including front office

reception and office administrative services (greeting visitors, mail

distribution, copying, etc.)

. Office Administration

o Assisted and supported Senior Managers in preparing for training

sessions and meetings

o Managed and planned travel for senior managers, including researching

cost-effective travel options; assisted in the development of travel

policies and procedures to ensure best ROI on travel dollars spent and

to streamline the entire travel system from travel requests to expense

reporting

o Processed expense reports, Account Payable, Accounts Receivable,

capital expenses, and monitored budget

o Managed business and personal schedules for 7 senior managers;

monitored and updated centralized calendar for the company

. Customer Prospect Management

o Assisted sales department in scheduling and managing prospects and

customers via the Customer Relationship Management System

. Payroll and human resources

o Recruited and screened quality candidates for the corporation

o Coordinated the new hire process including offer letters, drug

screens, criminal background checks, new hire paperwork, and associate

benefits information

o Processed benefits information for 15 associates

o Maintained personnel files to ensure compliance with company policy

and Federal and State Law

o Managed forms and notifications for insurance, change of address, and

terminations

o Reported worker's compensation claims and maintained all documents and

reports related to worker's compensation

Human Resources Generalist, Frisco, Texas

2009-2010

AmerisourceBergen Specialty Group, US Bioservices Division

Responsible for generalist duties within the human resources department.

This position provided expertise and management in one or more functional

areas within human resources including: training, development,

compensation, benefits, recruitment and employee relations.

. Policy and Procedure Administration

o Effectively communicated, interpreted and applied organizational

policies and procedures.

o Served as communication conduit to 5 functional areas relative to

changes and updates on all HR related programs, policies and

benefit programs

o Maintained personnel files to ensure compliance with company policy

and Federal and State Law

. Recruitment and Retention

o Assisted with new hire orientation and onboarding process for all

personnel

o Assisted with the development of recruitment strategy across the

region

. Employee Relations

o Resolved field issues and assisted branch personnel with staffing

o Developed reporting and presented data to branch personnel and

management highlighting successes and concerns

o Served as a mentor and subject matter expert for managers regarding

staffing and personnel needs

o Administered various company-wide programs such as tuition

reimbursement, scholarship funds, Spirit Committee, and service awards

o

Today's Office Professionals, Dallas, Texas

1998-2008

REGIONAL ADMINISTRATOR, JUNE 2006-NOVEMBER 2008

> Served as the corporate point of contact for Northeast region

consisting of 6 states and 5 district managers.

> Responsibilities included implementing corporate HR policies and

procedures, employee relations, recruitment and retention, workers

compensation administration, employment law and compliance.

> Managed submission processes for RFP/RFI requests on behalf of region

personnel

STRATEGIC ACCOUNT SPECIALIST, MARCH 2005-JUNE 2006

> Implemented effective recruiting strategies to attract and recruit

high quality candidates

> Developed standardized processes for Supplier Associates (SA) program,

improving efficiency and profitability, and implementing supplier

quality management processes

> Streamlined the contract administration of supplier activity, and

ensured compliance with the terms and conditions of the customer

agreement

> Served as the liaison between the supplier and risk management on

final approval of COI

> Reported on key metrics of 15 strategic accounts to the 10-member

Executive Team

> Managed the implementation of new strategic accounts through

assessments, development and administration of all aspects of

operations, including continued client satisfaction

VENDOR MANAGEMENT SPECIALIST, FEBRUARY 2004-MARCH 2005

> Managed 15 national VMS accounts for the corporate organization

> Created process to increase productivity in field by centralizing VMS

administrative functions

> Provided daily support and training to 25 field staff in candidate

sourcing, resume screening and client interaction

> Updated applicant tracking system workflows and generated all VMS

reporting

> Increased VMS order fill ratio by 26%

> Implemented and managed internal process for VMS on a national level

SENIOR STAFFING SPECIALIST/OPERATIONS MGR, AUGUST 1998-FEBRUARY 2004

> Sourced, recruited and placed candidates in sales, accounting,

technical and administrative positions

> Expanded revenue for high level administrative accounts from 500 to

6,000 billing hours per week while servicing 20+ additional clients

> Developed and maintained strong partnerships with clients allowing

achievement of the 100% Quality Customer Service Program

> Responsible for hiring/termination decisions, performance evaluations,

and counseling of 200-300 employees

> Prepared and presented quarterly business reviews to monitor client

satisfaction

> Supervised and mentored team of 3 Staffing Specialists and Staffing

Assistant

> Utilized exemplary training skills as Certified Field Trainer by

training new hires for sales and operations teams

> Managed order process, time and expense process and employee issues

for VMS accounts: IQ Navigator (client-Software Spectrum); Liquid

Medium (client-Advance PCS and ALS); Chimes (client-Perot System and

United HealthCare

Education

Lincoln School of Commerce, 1991-1992

Emphasis: Tourism and Travel

Mid-Plains Community College 1989-1990

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