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Customer Service Human Resources

San Leandro, California, United States
February 09, 2018

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Multi-faceted professional with demonstrated accomplishments in comprehensive and creative human resource management. Successful experience in marketing; recruiting; training; facilitation; policy development; budget and financial management; information systems management; and network administration. Strategic business partner with strong interpersonal and communication skills.


Human Resources and Operations Manager

Happy Hound Play and Daycare, Inc., Oakland, CA

May 2016 – August 2017

Worked closely with company President to ensure employee relations strategies and approaches are working and linked with company goals and objectives. Administered and ensured company policies and procedures are aligned with current federal, state and local laws. Used all available resources to guarantee compliance and reduce company exposure. Responsible for personnel management. Managed and developed the company salary structure with appropriate classifications, evaluations of positions, and market pricing. Developed, implemented and improved company handbook, manager training programs, including but not limited to; discipline; crucial conversations; leadership training and development. Administered and managed health benefits and 401(k) eligibility and enrollment, and maintain updated information within carrier systems. Managed the enrollment process and maintain records. Managed the HRIS and payroll platform. Ensured database is updated with accurate employee and payroll information. Responsible for recruitment process. Generated job postings, conduct employment screenings; hiring; onboarding activities; and employee exit agenda; performance appraisal program; employee coaching and disciplinary issues. Responsible for operations, IT and risk management.

Human Resources Administration Manager

The National Food Laboratory, LLC & Covance Food Solutions, Livermore, CA

June 1999 – May 2016; Contractor May 2016 - December 2016

Human Resources:

Provided support, consultation and direction for employee relations and all employment related issues. Established and conducted supervisory and staff training programs. Administered wage and benefit programs. Administered 401(k) program, enrollment, distribution of funds, and loan set-up. Played an active role in The NFL 401(k) Retirement Plan Committee.

Managed workers compensation program. Acted as liaison with insurance carrier for workers' compensation claims, including accident reporting and coordinating return to work program between employee, employer and insurance carrier. Implemented and managed employee engagement and recognition programs. Insured compliance of State and Federal labor regulations. Managed the contract interpretation and implementation of staffing needs. Provided guidance to senior and mid-level managers, supervisors and employees.

Planned and managed the recruitment process for exempt and nonexempt staff. Conducted and/or assisted with recruitment efforts, including preparation of internal postings; writing and placing advertisements; collection, review and response to submitted resumes and/or applications; interviewing and checking references; coordinated arrangements for special assistance, including relocation and temporary housing for new hires.

Conducted onboarding of all new hires. Developed and conducted orientation programs; provided personnel information to payroll, prepared and maintained records and procedures for controlling personnel transactions; reporting personnel data to state as required, maintained permanent personnel records; reviewed and recorded I-9 eligibility documents. Managed, prepared, tracked and monitored performance evaluation program. Conducted wage and salary surveys and FLSA reviews.

Planned, developed, recommended, and implemented HR related activities and systems; personnel policies and procedures; prepared and maintained handbook on policies and procedures. Assisted in the development of succession plans. Communicated changes in personnel policies and procedures and insure proper compliance is followed. Maintained Human Resource Information System (HRIS) records and compiled reports from database.

Managed and performed administrative task in support of Administration and Operations. Coordinated quarterly company meetings. Planned annual company Employee Recognition Service Awards ceremony and other company events throughout the year.


Managed The NFL information management and communications systems, including telephone; computer hardware and software installation and maintenance; support for the local area network (LAN) including the day-to-day operations; supervision of all hardware upgrades and repairs to the LAN including hubs, routers, printers and workstations; addressed system-wide and individual PC operational problems; cabling and managed contracted maintenance and service agreements.

Managed Microsoft operating systems by adding and maintaining users on the network; assigning application access; ensuring security, recording and maintaining configurations to ensure compliance. Managed telephone system, including installation; changes; voice mail and voice recognition programming and recording. Provided computer/network support related to software and hardware problems reported by users.

Researched and made recommendations on hardware and software purchases. Negotiated with vendors on behalf of the company to ensure cost-effective purchasing decisions. Ensured hardware/software is maintained and data is secured through proper back-ups. Supervised network projects and other routine maintenance conducted by onsite engineering staff, of all IT systems and other office equipment.

Human Resources Administrative Assistant

Nelson Staffing Solutions

Contractor for The National Food Laboratory, Dublin, CA

March 1999 – June 1999

Assisted with a variety of Human Resource related tasks including, but not limited to, preparation of orientation materials, employee files, and worker's comp forms and filings; filing of EDD reports; benefits enrollment, benefits billing; job postings, letters to applicants, and placing recruitment ads and orders with agencies for staffing needs, coordinate new employee department orientations; track, maintain and audit employee safety and training records, etc. Built and maintained HR connections employee database.

Performed a variety of clerical tasks including word-processing tasks to include letters, memos, reports, lists, tables and merges; preparation of files, typing of forms, sorting, filing, mailings and maintenance of records as assigned; post and drop outgoing mail, disperse incoming and interoffice mail; prepare FedEx shipments for various staff.

Journeyman Food Clerk

Safeway Stores, Inc., Orinda, CA; Danville, CA; San Ramon, CA

July 1991 – March 1999

Effectively supervised front-end clerks, created and managed employee schedules. Accountable for operating check stand register equipment and handling currency. Consistently provided superior customer service to store patrons. Stocked store shelves with products.


Associates in Applied Science, Legal Business Administration

Heald College, School of Business, Hayward, CA

June 1998


Windows Platform (10, 8, 7, XP); MS Office Pro Suite 2003 – 2016; Exchange, OWA; WebEx; PeopleSoft HRIS; Adobe Acrobat; Cisco VPN; Citrix; ShoreTel Director; Paychex


References Available Upon Request

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