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Customer Service Manager

Westmont, Illinois, United States
February 18, 2018

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

Westmont, IL 60559

T 224-***-****

M 224-***-****

Career Profile Passionate HR Specialist/ Logistics Coordinator with over 4 years’ extensive experience in completing reference checks, preliminary phone interviews, job advertisement preparation, recruitment assistance and the like. Highly skilled in performing human resource functions for personnel matters impacting business decisions. Extremely proficient in creating, managing and administering HR systems, aligning policies and procedures with compliance laws. Proven record of maintaining department’s data integrity. Possess positive attitude, strong organizational skills and attention to detail with accuracy.

Experience HR Logistics Coordinator, American Expediting Bensenville, IL 2011–present

Assisted in new hire orientation

Assisted the team with other human resources administration activities

Coordinated an orientation program for all new employees, including an introduction to organization, staff and employee rules and responsibilities

Coordinated and kept current with on-boarding process with safety and operation teams

Coordinated and scheduled interviews with interview panelists

Developed key recruiting strategies

Guided and supported upper management in the fundamentals of learning needs and skill gap analysis

Interview applicants and screen resumes

Maintained, coordinated, monitored and reported HR trends and issues

Managed escalation of HR support issues through to resolutions team while maintaining effective communication with all affected stakeholders

Owned delivery and administration of all HR transactions not provided by third party

Provided consistent communication to managers on status of requisitions and candidates

Recorded and tracked applicants and process within the system

Researched hiring practices and employment law for

Supported the delivery of, and the compliance with HR policies, processes and local employment legislation for all employees

Utilized and kept data up to date on available resources to deliver business objectives

Worked with department manager to fill internal positions

Worked with department managers update job descriptions and position requirements

Worked with managers to source and screen applicants

Worked with recruitment agencies to find ideal contractor candidates

Worked with staff to edit and maintain employee resume library

Educated associates on life insurance policies and assisted in evaluating and adjusting associate benefits.

Consistently recognized for outstanding performance while enhancing the day-to-day efficient operation of the HR office.Initiated and changed processes such as: terminations, transfers, tuition reimbursement and new hire offers

Helped to maintain and set up contract workers and vendors

Updated and checked flexible work arrangements, short term assignments and leave of absence

Administered health and group benefits including COBRA, 401k/profit sharing plans, payroll and pension, etc.

DHL Global Forwarding; Elk Grove Village, IL – 2014–2016

Determined efficient schedules and coordinated pick ups & deliveries to effectively utilize vehicle inventory. Confirmed vehicles and drivers have adequate equipment, are properly credentialed and are adequately staffed for each trip per individual customer SOP and states regulations, issue

keys, record sheets and other necessary paperwork for each trip.

Track and monitor loads/shipments and professionally communicate with colleagues,

management, drivers and customers to prevent and rectify issues and escalations via Excel,

Outlook, Word and phone.

Monitor equipment to move as quickly as possible to reduce empty equipment and labor

costs. Communicate with terminals and other modes of transportation when necessary to

ensure pickups and deliveries are not delayed and customer needs are met.

Ensured proper coverage for upcoming for freight and various shipments. CIF/TSA certified,

on-demand “special projects”, warehousing

Input orders as well as constant modification of orders upon delays, no shows, upgrades and

customer expectations

Ensured smooth operation of terminal services.Responsible for timely dispatch of all vehicles

from the terminal to right destinations.

Maintained time log.Organized services for special requests, such as three man team and

special routes etc.Ensured all dispatchers adhere to time guidelines.

Followed the duty roaster to adhere to organization policies.

Attended to customer complaints and inquiries for reschedules, not at homes and

reschedules in route.

Status update of all vehicles on move through Cheetah software and phone calls.

Delivery of courier packages to the distribution centers. Zone-wise tagging of all packages.

Update of status of package delivery.

Maintain record of all packages received and dispatched. Online update of status messages.

Provide assistance to zonal centers for tracking orders.

Collect and dispatch consignments to respective centers from the warehouse.

Timely delivery of all consignments. Update of delivery records at the dispatch centers. Compliance of all safety norms at all times.Attend to emergency calls for breakdown

Managed a broad range of HR functions including payroll administration (140+ employees), benefits/401 (k) enrollment and administration, HRIS administration, personnel file management, HR policy development, and new hire orientations.

Partnered with retirement plan consultant to lead the Request For Proposal process for 401(k) plan, convert to higher quality provider, and save the company over $80,000 annually.

Served as key member of the 401K Investment Committee to ensure the 401(k) plan was fulfilling its objectives.

Developed and implemented HR policies and procedures that met the needs of the organization and employees.

QA AUditor/ HR Liason, Silgan Plastics; Woodstock, IL – 2007–2009

Partnered with management in the development of the company's safety program.

Decreased errors by 50% by centralizing payroll processing, utilizing ADP payroll.

Managed the implementation of the payroll and HRIS system (Ceridian).

Ensured compliance of Federal and State employment laws for all 5 regions.

Maintained compliance with DOT and OSHA regulations.

Managed the company's Affirmative Action Plans for all 5 regions.

Researched and provided successful union avoidance information. Reported to the Mechanical Integrity Engineer and worked closely with both Engineering and Maintenance Department with planning, execution, organization as well as project mechanical activities.

Ensured daily QA/QC Inspections, NDE, material tracking/receiving,

fabrication/testing activities and final turnover documentation meets plant requirements.

Ensured safety and reliability of fixed equipment.

Ensured inspection of all equipment and made cost-effective recommendations for repairs,

materials selection, and other remedial action in support of long-term reliability.

Selected cost-effective inspection techniques to provide reliable assessment of equipment

remaining life. Interprets and evaluates inspection and NDE data.

Maintained complete and accurate records during inspections so they can be transferred to the permanent files.

Developed and maintained fixed equipment inspection procedures/practices while reviewing design/fabrication drawings and performed fabrication shop/field inspections to ensure conformance to specifications. Provided technical support to production team. Directed the daily activities of outside inspection contractors during turnarounds and special activities Reported on the activities and quality of contractors in conjunction with their QA/QC representative.

Manual lamination and machine assembly of transformer units, making sure all units meet IPC standards, blueprint reading, use of calipers,micrometers, performed turns, breakdown, IEX and resistance tests.Incoming inspection of raw materials within company guidelines.

Continually used operations with crimps, stakes, screws, bolts,rivets, welds, solders, cements, press fits while performing similar operations to join or secure parts in place using handtools, power tools, and machines while aligning parts in specified relationship to each other in jig, fixture, or other holding device subassemblies,products, or systems.

Read work orders to follow production drawings and sample assemblies, performs

intermediate assembly tasks, such as potting, encapsulating, sanding, cleaning, epoxy

bonding, curing, stamping, etching, impregnating, color coding parts and tended machinesthat press, shape, or wind component parts.

Manual assembly of electrical parts for PCB boards, constant inspection for short circuits anddefective counterparts ensure accuracy and stability of circuit boards ensured all guidelines were followed for preheating, fluxing as well as soldering zones, after careful analyses of all

Education Highland Park HighSchool Highland Park, IL 1999

College of Lake County Grayslake, Il 1999

Jolirt Job Corps Joliet, IL 2001

Center for Employment Training Chicago, IL 2004

Key Accomplishments: Key Accomplishments

• Hired over 300 new staff members in 2012-13 with a retention rate of above 85% for the year

• Assisted HR Manager in revising the company policy manual in coordination with other staff members

• Successfully coordinated numerous HR events for the staff including “Employees Annual Achievements Day”, multiple guest speaker sessions, seminars, conferences, trainings, employee retreats, etc.

• Awarded for increasing retention rate from 60% to 85% on the “Employees Annual Achievements Day 2012

Skills Excellent Customer Relations

Experience Team player

Stickler For Detail

Certified Medical Assistant

CPR/First Aide

Microsoft Word

Microsoft Excel


Hands-On Technical Experience In Production Inspection (TMA, ISO/TS 16949 quality

management systems)

A go-getter in the intermodal transportation industry with the ability to optimize customer

needs as well as profitability

Able to professionally work with confidential and sensitive data

• Strong history of being persistent in pursuing goals and deadlines

• Excellent writing and communication skills to provide effective customer service

• Proficient in MS Word, Excel, PowerPoint, Outlook and Project

• Eager to learn new technologies and systems

References Upon Request

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