Customer Service Employee Relations

LARREN E.

HENDERSON

**** ***** **** ******, *** Vegas, NV. 89141 (C) 323-***-**** ********@*****.*** PROFESSIONAL SUMMARY

Dedicated, dynamic and motivated Human Resources Manager with over 5 years of experience. An exceptional leader, focused on developing efficient processes using knowledge of recruiting, employee relations, training and development and auditing. Highly efficient and well established on administrative environments that are fast-paced and challenging. Excellent at juggling multiple tasks and working under pressure. Broad industry experience includes healthcare, finance and legal. Currently pursuing a Masters of Science degree in Human Resource Management.

SKILLS

Change Management - HR initiatives,

organizational development, HRIS

technology, and corporate

transformations.

Employee Relations - Provide current

and prospective employees with

information about policies, job duties,

working conditions, wages and employee

benefits.

Hiring & Recruiting - Implementing

recruiting campaigns, identifying talent,

hiring new employees, screening job

applications, & operating internal

recruitment processes.

Human Resource Information

Software - Extensive experience with

Dynamics HR Management

Strong written & verbal

communication - Confident, articulate,

and professional speaking abilities

HR Department Startup - Created HR

policies, procedures, personnel manuals,

job descriptions and management reports.

Organization & Administration -

Provides administrative support such as

staffing activities, administering

assessment, recording data, or making

arrangements on behalf of team

members.

WORK HISTORY

MARCH 2015-JUNE 2018

HR Manager ECF Data LLC Las Vegas, NV.

Responsible for updating all policies and procedures for ECF Data to reflect current laws regulations and company mission. Created all job profiles and source candidates from major job boards; in addition to recruiting, selecting, interviewing and hiring employees. Developed new process for employee evaluation which resulted in marked performance improvements. Formulates and recommends Human Resources policies and objectives for the company on any topic associated with employee relations and employee rights. Manage and process bi-weekly payroll for salaried/hourly employees using ADP. Performed employee terminations, grievance and other difficult situations in a sensitive, fair and respectful manner, working closely with legal counsel, supervisors and management when necessary. Review, process and submit responses to proposals. Lead the development of department goals, objectives, and systems. Involved in identifying talent and aspirations of individual employees and provide coaching aimed at motivating them to undertake the necessary training required. APRIL 2015-OCTOBER 2016

Project Manager MoYou Nails Las Vegas, NV.

I oversaw financial oversight of the trade shows and kept meticulous records of all costs and expenses and analyzed that data against the budget. Planed, managed, and evaluated the organization's appearance at trade shows and events. I directed management on choosing which meetings/trade shows we attended, developed and carried out the trade show/event plan, and prepared for and managed individual shows/events. Participated in the recruiting of qualified Sales Associates and proper onboarding of new hires. Entered personnel and subcontractor data into a central database. Exhibited excellent customer service, by resolving issues quickly and helping customers with any product related questions. Oversaw the day-to-day processing of payroll for 25 employees, including review of time-sheets, and included and computing pay in accordance with FLSA. APRIL 2014-FEBRUARY 2015

Call Center Representative Ever After Las Vegas, NV. Addressed customer service inquiries in a timely and accurate fashion. Giving accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints. Properly directed inbound calls in phone queues to improve call flow and made reasonable procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries. Developed effective relationships with all call center departments through clear communication. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Demonstrated mastery of customer service call script within specified timeframes and maintained up-to-date records at all times.

OCTOBER 2011-NOVEMBER 2013

Project Manager American Apparel Los Angeles, CA Prepared and processed all newly hired and terminated employee's documents in accordance with Federal and State Laws in the IT Department. Oversaw the preparation and distribution of weekly payroll for over 100 department employees. Assessed vendor products and maintained positive vendor relations and ensured invoices and purchase orders were properly created and paid in a timely manner. Served as corporate liaison between the IT Teams in accordance with the accounting department, software development and quality assurance teams, ensuring there was open communication. Managed all corporate phone accounts including wireless and land lines in retail stores and distribution centers. Scheduled meetings between executive staff and clients to maintain and build relationships for new and repeat business. Collaborated with IT Department and CIO to develop scopes and implement project plans. Maintained schedules to ensure that key milestones were being met at every phase. Directed changes to the project scope and cost and implemented appropriate change management processes to keep the project on track. Set project timeline's and kept teams on task to complete milestones according to schedule. OCTOBER 2006-OCTOBER 2011

Trainer California Pizza Kitchen Santa Monica, CA. Trained all new and current Front of House staff on products and services of the restaurant. Gathered and organized supplementary material to support structured lessons. Ensured compliance with relevant regulatory employment rules and standards. Assisted Managers on the floor by resolving guest complaints quickly and effectively. Engaged in suggestive selling and other sales techniques. Engaged compliance with relevant regulatory employment rules and standards. Shared best practices excellent customer service and sales with team members to improve the store's efficiency and boost sales. Obtained documents for new hire file and processed accordingly Stayed updated on current menu choices, specialties and menu deviations, while maintaining proper dining experience. Obtained revenues, issued receipts, accepted payments and returned change with use of POS System, and performed basic cleaning tasks as needed or directed by supervisor in compliance with restaurant policies.

DECEMBER 2005-OCTOBER 2010

Administrative Assistant Holy Name of Jesus Church Los Angeles, CA. Responsible for the scheduling and coordination of meetings appointments for supervisors, in addition to church groups. Developed new filing and organizational practices, which increased efficiency and easier access to information. Analyzed record keeping systems, personnel requirements and performance standards to create new systems or revise established procedures. Reduced overhead by taking on more responsibility with creative and administrative projects. Answered and managed incoming and outgoing calls while recording accurate messages. Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance. Assisted in the preparation of budget needs and annual reports of the organization and processed weekly deposits. Monitored and screened visitors to verify accessibility to inter-office personnel. EDUCATION

12/2018

Master of Science: Human Resource Management

University of Southern California, Los Angeles, CA Human Resource Management

5/2017

Master of Business Administration:

University of Phoenix

6/2007

Bachelor of Science: Culinary Management

Art Institute of California, Santa Monica, CA

Culinary Management

12/2005

Associate of Science: Culinary Arts

Art Institute of California, Santa Monica, CA

AFFILIATIONS

SHRM - Society for Human Resource Management

SKILLS

ADP Payroll and 401k System, Benefits, Coaching, Excellent Customer Service, Well Versed in Employee Relations, Filing, Human Resources Management, Leadership, MS Dynamics, Microsoft Office Suite, Quality Assurance, QuickBooks, Record Keeping, Reporting, Strategic Planning, Excellent Written and Verbal Communication Skills.

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