Customer Service Manager
Resume:
Cell 864-***-****
Email: ******.********@*****.***
Angela Foster
QUALIFICATIONS:
Human Resources (worker’s compensation, unemployment insurance, recruiting, time and attendance, payroll,
E-Verify, electronic on-boarding)
Marketing, Advertising, and Public & Client Relations
Customer Service, Telemarketing, and Call Center
Sales, Training development and delivery, and Management
Extensive knowledge in recruiting for manufacturing and logistics including Senior level
ACA compliant with insurance
Safety work-site evaluations
EDUCATION:
Spartanburg Community College 1990-1992
Business Administration/Radiology
EXPERIENCE:
Peoplelink Staffing 2015 to present
Branch Manager/Operations Manager
Manage Operations for Upstate SC Asheville and Hendersonville NC
Direct Branch budget P&L, KPI’s, QBR’s and performance reviews for office personnel and three on-site coordinators
Consistently recruit, source resumes, post positions, initiate job fairs and network to fill positions
Regional training branch for Southeast Region. ( SC,NC,AL,)
Branch started with 36 employees in 2015 with negative monthly GP and Net Income
Operating at 154% of 2017 budget
Increased YOY revenue 2016 to 2017 143%; Billable hours increased 2016 to 2017 275%
GM$ increase 2016 to 2017 220%; Net Income 2016 to 2017 1,725%
Demonstrates the company's and the area's core values, operating principles, and service differentiators
Randstad USA (Global Company) 2003-2015
2009 to present Assistant Branch Manager
Sold $2,000,000+account
Managed account and employees 200+
Consistently recruit, source resumes, post positions, initiate job fairs and network to fill positions
Interview and test 30+applicants weekly and trend 20 to 60 placements weekly
Onboard training and track time and attendance
Operated at 136% of budget in 2014. 2015 budget increase by 17%; operating at 121%
Revenue growth over 2014 is 141% Increased GM 143% from 2014
Manage office compliance and onboarding of internal staff, productivity reports, budget, growth and P&L
Consultant for attendance, turnover, JIT fills, direct hire, perm placements, Pay bill adjustments
2008 to 2009 Senior Staffing Consultant
Sales and service to new and existing clients
Developed new business from the ground up by prospecting and cold calling securing 56 new accounts
Consistently recruit, source resumes, post positions, and network to fill open orders
Track time and attendance, orientations, and weekly active client visits to insure safety and satisfaction
Operated above 120% of budget and carried 70% of branch revenue exceeding 150 employees
2005-2008 Account Manager
Promoted to manager the large account accounts to recruit and service and penetrate business in all departments
Manage 70 to 105 employees and a GM$ of $8000-$10,000 weekly
Responsible for 40%-60% of the branch revenue
Reduced turnover due to client visits, job shadowing, and extensive interviews to make a perfect match
Responsible for coaching/training additional internal employees. Activity reports and office compliance
2003 to 2005 Certified Employment Agent
Recruited and screened applicants through behavioral and traditional interviewing
Conducted hire paperwork that includes, W-4, I-9, benefit packet, 401K and Net Profit forms
Identified employment priorities and provide solutions that consistently meet and exceed client expectations
Responsible for weekly reports, payroll, workers compensation, unemployment, and purchasing for the branch resulting in cost savings
Managed, coached, and developed over 90 employees, while offering and executing innovative employment solutions to increase profitability of client companies
Chase Staffing Services 2000-2003
Branch Manager
Directed personnel, was main link between Chase and 30+ companies who employed 150 plus Chase employees
Responsible for all reports to owner and produced business to increase gross margin dollars
Completed payroll, accounts payable, workers compensation, unemployment, sales, customer service, training, purchasing, tours and follow up
Hired, developed and retained people to achieve operational excellence and improve profitability.
Temporary employee testing and onboarding including I-9, W4, WOTC, Wage Statements, etc.
Sales potential clients to set appointments to gain new business
Composed letters, memos, advertising and marketing materials
Will/Staff Personnel Services 1999-2000
Operations Manager
Provided customer service to clients and applicants
Supervised internal employees and handled payroll for 90+ employees and over 15 different companies
Evaluated and screened candidates to place them in compatible positions
Payables and weekly activity tracking
Uncovered sales opportunities, needs of clients and prospects through unsurpassed communication skills at networking functions, meetings and cold calls
Reduced operating expenses including workers compensation, unemployment, office supplies and building maintenance.
NSDI/Teleperformance 1996-1999
Corporate Training Manager
Trained all staff including managers on new projects and proper customer service and phone etiquette for residential and business-to-business sales and customer satisfaction, surveys, and political polling for SC locations
Created scripts and training material for classroom training
Supervised up to 120 employees, monitored phone calls and tested on material
Produced accuracy reports and followed FCC guidelines
Recruited, conducted interviews, prepared new hire packets
Daily production reports, managed call list and connectivity for 72 stations with multiple programs at one time
Completed several training seminars and won two awards for outstanding trainer in the southeast.
SKILLS and COURSES:
MSOffice, Windows WordPerfect E-Verify
PeopleSoft Kronos Vender Management Systems
Prove It Testing and Tutoring Sales Effectiveness Train the Trainer
One Minute Manager Operational Standards Electronic I9 and onboarding
Driving Revenue through Excellence Increasing Your Assertiveness Sexual Harassment Awareness
Increasing Productivity Managing Unemployment Cost Worker’s compensation
Forklift Certification RFP Corporate Training
Legal Administration and Management of the I-9 Form Various achievement awards
Memberships:
Kiwanis Club of Spartanburg Carolina Miracle League
New Member of the Year Award for 2006 Team Mom
Chairman of Fundraising & Membership Board
Terrific Kids Program & 2008 VP
Boiling Springs High School Booster Club
References available upon request
Keyword search: manager, management, HR, human resource, staffing, recruiter recruit, payroll, customer service, train, training, VMS, vendor management, CSR, E-Verify, worker’s compensation, New hire, benefit, manufacturing, production, logistics, client relation, payables, receivables, safety, compliance
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