Manager Customer Service
Resume:
Theresa Drinkwater
**** ******* *****, ***** *****, CA 91911
****.****@*****.***
Human Resources, Recruiting, and Training Professional with over 8 years of progressive experience. History maintaining HR guidelines by preparing, updating, and implementing human resource policies and procedures in the areas of recruiting, onboarding, and training. Experience working with company leadership to design and execute programs to enhance employee morale and engagement while providing career development plans. Knowledgeable in legal requirements for hiring, employment, and separations. Earned Bachelors in Psychology.
●Human Resources Management
●Recruiting and Onboarding
●Training and Development
●Employee Relations
●Employee Retention
●Performance Management
●Business Partner Relations
●Employment Law
●OSHA and Safety Compliance
●Oral and Written Communication
Professional Experience
Human Resources and Recruiting Manager, Go-Staff, Inc., Oceanside, CA 2014 – 2018
Manage HR actions and strategies for staffing company placing construction, manufacturing, logistics, business administration, and event management personnel; lead sourcing, qualifying, and placing of 150 applicants on a weekly basis, work with clients to determine needs and expectations and develop job postings, and onboard, train, and manage team of recruiters.
Chosen by management to lead start-up of new satellite office, responsible for recruiting and onboarding initial team, developed and delivered training focusing on sourcing, qualifying, and recruiting best practices, and spearheaded strategic partnerships with existing and new clients to grow base and gain quick profitability; able to elevate office to top 2 revenue generating branch in entire company.
Manage team of 8 recruiting and business operations staff, develop comprehensive and individualized career development plans with each employee, conduct daily meetings to review objectives and goals, mentor and coach staff in the areas of recruiting, time management, and customer relations, and develop cohesive environment with open communication and team focus.
Improve quality control processes within recruiting cycle, work with clients to better understand employment needs and ideal characteristics, redesign screening and interviewing process to better identify candidates, and provide advanced support and guidance once candidate was placed; increase candidate temp to hire ratios, grew client satisfaction, increased scores on contract employee experience surveys in morale and job satisfaction areas, and reduced turnover by 10%.
Actively collaborate with business partners to develop candidate profiles to better understand needs, facilitate candidate interviews with clients, and follow up with clients after initial interviews and first days on the job; effective placements decreased total conversion time from temp to hire, and increased client referrals 5%.
Improved risk management by educating recruiters to on works compensation, overall reducing our numbers by 30%. Lead safety trainer in department investigating workers compensations claims.
Lead outreach efforts, representing company at various community and business events, including career fairs and professional organizations establishing partnerships with complimentary companies, and implementing new employee referral program; increased community awareness as a leader in the space and improved number of qualified candidates applying.
Managed project to improve internal HR knowledge base, audited and updated all job description, recruiting workflow, onboarding, training, and safety documentation, and uploaded to cloud-based, collaborative platform; decentralized processes and enabled more personnel to address and resolve client, candidate, and safety issues.
Training Manager, General Manager, Chipotle Mexican Grill, Del Mar, CA 2010 – 2014
Led all operations and training actions for high-volume restaurants with upwards of $1.6M in annual revenue; selected by management to spearhead training for grand openings and day to day operations multiple locations, including recruiting and training of new staff and business operations.
Oversaw employee actions and upheld standards for product preparation, customer interaction, teamwork, and leadership, communicated daily updates on metrics and achievements to team, and led regular audits of restaurant presentation, operations, and financials; earned 92% on corporate audits, placing locations in the top 5 regionally.
Spearheaded development of over 25 restaurant employees and managers per location, led hands-on trainings focusing on food handling and preparation, customer service, financial and operational oversight, job safety, and motivation and leadership of teams; maintained high employee morale and job engagement, while contributing to the advancement of countless employees into management.
Assistant Manager/Banquet Manager, Q Restaurant and Sports Bar, Oceanside, CA 2008 – 2010
Responsible for scheduling, training, and hiring staff of 35, leading improvements to various HR and business operations including updating job descriptions, developing new hire training program, introducing standardized opening and closing task lists, and improving scheduling by utilizing Excel.
Education
M.S., Criminal Justice, University of New Haven
B.A., Psychology, University of Saint Joseph
PHR®, HR Certification Institute™ (completion Sept -2018)
Contact this candidate