Customer Service Manager

Kay Gambrell

Cell: 214-***-****

Email: ***************@*****.***

Results Driven Recruiting/Staffing Professional

Strategic Business Partner * Best Practices * Virtual Expert

Energetic, reliable, and adaptable professional with a solid understanding of business operations and client relationships. Proven ability to creatively identify methods of improving productivity and organizational behavior. Recognized for ability to incorporate innovative recruitment techniques to a multicultural workforce. Over 15 years’ experience in recruiting and staffing.

The competitive advantage created by my leadership, and exceptional recruiting efforts are reflected in the bottom line. Results driven leader with a passion for excellence, drive to see the overall big picture, and ability to quickly establish credibility and strong relationships with business leaders. With an expertise in strategic recruiting, problems are anticipated, and I can successfully navigate through turbulence, and manage change with efficiency and calmness.

Expertise Includes:

Verbal/Written Communications

Increasing Recruitment Productivity

Team building & Problem Solving

Organization & Project Management

Coaching & Training

High Volume Recruiting

Maintaining a “get it done” attitude

Tracking, Reporting, Quality Control

True Business Partner & Collaborator

High Level of Tact & Diplomacy

Boolean Search Expert

Life-time Learner

Talent Acquisition

Entrepreneurial Leadership

Strong Sense of Discretion & Confidentiality Positive Self-Starter & Quick Study

Working in Virtual/Remote Environment

Professional Experience

Plan 2 Succeed Consulting, LLC Fort Worth, TX (2012 – present)

Most Recent Contract: Remote National Corporate Recruiter – Wireless Industry ending August 2018

Recruiting Professional/ Independent Contractor

Consult small businesses in best practices related to recruiting & staffing, and make recommendations

Experience in full cycle recruiting for a broad range of positions

Collaborate with company executives and managers to meet company staffing goals

Create recruitment plans, facilitate interview process, review resumes, conduct phone screens, submit profile summaries to hiring managers, arrange additional interviews, make offers of employment, and negotiate salaries.

Recruit proactively to fill key positions quickly (both exempt & nonexempt)

Recruit and pre-screen qualified candidates for positions such as: customer service rep, general warehouse, admin assistant, operations manager, account rep, affiliate manager, and sales

Maintain effective working relationships with all levels of company management to ensure adequate coverage of staffing needs, and bench strength.

Sourced candidates using platforms such as: Zip Recruiter, Linkedin, Google, Careerbuilder, Monster, Indeed

Utilize effective recruitment techniques like resume mining, networking, social media, posting on active job boards/industry forums, and Boolean search

Create positive client experience and manage expectations

Build relationship & manage vendors for background checks & drug testing

Administer reference checks

Provide excellent follow-through, always keeping clients and candidates up to date.

Effectively manage and lead remote/virtual staff

Trilogi by Recondo (Healthcare Recovery Firm) Irving, TX (2011 – 2012)

Human Resources Manager

**Company acquired Feb 2012**

Provide leadership and guidance to healthcare recovery operation through a collaborative, solutions oriented approach as part of the executive team

Report directly to the CEO. Responsible for Recruiting & HR function for company facilities in Dallas & Florida

Partner with operations leaders to identify need, and serve as an advisor to recommend/develop solutions

High volume full cycle recruiting to continue to grow the organization & meet business demand

Devised a successful recruiting plan for a new call center, which resulted in 315 new employees in 4 months

Effectively and efficiently managed all facets of recruiting & staffing (high volume-full cycle recruiting) including: work with hiring managers, create job descriptions, screen resumes, interview, competency testing, behavioral interviews, negotiate and present offers, hiring and onboarding, develop retention programs

Average time to fill new hire class 10 business days (non-exempt positions)

Filled new hire classes to 130% to anticipate drops

Reduced days to fill open positions from 68 to 31, exceeding the goal of 45 days (average time for all positions combined)

Trained peer interviewers and new hiring managers on proper interviewing techniques

Managed on and off site (virtual) staff

Served as a trusted confidant and mentor, providing guidance and support to hiring managers, and candidates in accordance with federal, state, and local employment laws, and company policies.

Utilize a customer service/ customer focused approach to get results

Create and align recruiting initiatives with business strategies

Working knowledge of employment law: FMLA, ADA, HIPAA, EEO, COBRA, FLSA

Implement process improvement initiatives

Work successfully in a changing, fast paced, demanding environment while meeting deadlines.

UTi Worldwide (Integrated Logistics-3PL), Dallas, TX (August 2010 – November 2011)

Human Resources Manager

**Found alternate employment due to an upcoming lay-off in 2012**

Provide leadership and guidance to distribution operation through a collaborative, solutions oriented approach

Manage all facets of Human Resources/Recruitment including: administration of hiring, high volume- full cycle recruiting, retention, termination, RIFs/Layoff, Severance Packages, legal compliance, compensation, on-boarding, orientation, drug screens, background checks, reference checks, employee relations, vendor management, labor management, succession planning, bench strength management, talent review, for 350 employee’s, with 5 direct reports.

Guide site through major corporate integration while using change management techniques

Coached & trained new recruiters, and recruiting coordinators company wide

Working knowledge of FMLA, ADA, HIPAA, EEO, COBRA, OSHA, FLSA, OFCCP

Implement process improvement initiatives

Met or exceeded hiring goals quarterly

Implement initiatives to streamline full cycle recruitment and onboarding process

Demonstrate ability to handle multiple projects simultaneously, work successfully in a changing, fast paced environment, while meeting deadlines.

Waffle House Inc., Dallas, TX (November 2004 – August 2010)

Human Resources Manager

Managed activities relating to Recruiting & Human Resources including: full cycle recruitment/staffing, training managers on recruiting/sourcing/interviewing, talent acquisition, screen applicants, negotiate salaries, make offers, goal setting, administering hiring assessments’/quizzes, employee retention, scheduling, on-boarding, orientation, hiring, background checks for 27-33 company locations (simultaneously manage multiple tasks).

Managed off-site (virtual) staff

Given Presidents award for best staffed area 3 years in a row (4 years total)

Working knowledge of employment laws (i.e. FMLA, FLSA, ADA, EEO) and legal compliance

Implemented and successfully executed proactive recruiting programs area wide

Extensive community involvement such as job fairs and networking events representing the company

Strong team building skills, communication with senior levels of management, and ability to work across multiple levels of organization

Exceptional customer service: guarantee customer satisfaction and needs are met internally and externally.

Reinforced company objectives, and work successfully in a changing, fast paced environment

Assisted in the development of recruiting program timelines and key initiatives

Expanding Horizons, Coppell, TX (May 1999 – August 2002)

Human Resources Assistant

Expanding Horizons is an independent consulting firm with over 20 employees

Education

Master of Arts in Professional Development – Business

Dallas Baptist University, December 2004

G.P.A. 4.0

Bachelor of Science in Criminal Justice – Minor: Sociology

University of North Texas May 2003

Computer Skills

Skype, Google Hangouts, Google Docs, My Staffing Pro, Zoho Recruit, Workday, SmartRecruiters, ICIMS, & Taleo (ATS systems), SAP, CRM, Microsoft Office (Microsoft Word, Power point, Excel, and Outlook), and Windows.

**All gaps in employment are due to full-time student status**

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