Customer Service Employee Relations
Resume:
Marcus Dickerson
Montgomery, AL 36116
ac71bn@r.postjobfree.com
Professional Summary
Avid professional with experience in a fast paced Human Resources department. Incomparable ability to prioritize and execute multiple HR projects and deadlines concurrently. Unmatchable organizational, time management and interpersonal skills. Proficient in administering corporate HR initiatives, providing a broad level of counseling on recruitment, employee relations, retention and training programs and handling complex situations with professionalism and confidentiality.
Areas of Expertise
Professional Distinction
Koch Foods
May 2017- Present Montgomery, AL
HR Generalist
Supported the facility’s HR Department which services 1000 employees in a production driven environment.
Entered new applicants’ data into the HRIS systems: Millennium, Workforce Access, and Kronos.
Monitored, coached and developed department clerks; inclusive of but not limited to performance evaluations and disciplinary measures.
Developed and streamlined internal acquisition and recruitment in talent acquisition and recruitment processes for three regions.
Created employee onboarding best practices inclusive of, but not limited to benefit administration and performance improvement plans.
Supported various HR functionalities; leaves of absence, worker’s compensation, and employee relations.
Work Opportunity Credits Program Administrator process for the facility.
Processed, stored, and retained I9 forms for all employees employed at the facility.
Maintained employee files and records in electronic and paper format.
Ensure compliance with federal, state, local employment laws.
Conducted new hire orientation sessions.
Communicates changes in policies and procedures and ensures proper compliance is adhered.
Investigate employee complaints, resolve associate conflicts and advise management on appropriate disciplinary actions.
Counsels and coaches management on business decisions related to personnel issues, leadership and management effectiveness.
Help integrate company HR initiatives at the site level among both hourly and salaried staff.
Assisted with developing statistical employee analytics, recommending new approaches, policies and procedures to continually improve the efficiency of the department and services performed.
Mediated and deescalated employee relation matters.
Retorted initial unemployment claims and conducted unemployment phone hearings at the behest of the company; appealed unfavorable decisions and outcomes on behalf of the company.
Compile and analyze reports and data to identify trends and make recommendations.
Koch Foods
May 2016- June 2016 Montgomery, AL
HR Clerk
Supported the facility’s HR Department which services 1000 employees in a production driven environment.
Entered new applicants’ data into the HR databases: Millennium, and Kronos.
Scheduled, administered, and organized applicants’ interviews.
Organized all the paperwork including employee data filings and enrollment forms.
Maintained, interpret, distribute & present policy/ procedure manuals and other communications as directed.
Provided administrative facilities when required.
Catered employee issues and providing them with essential information.
Assisted the administrator or managers with essential records, to have sound decision making
Simplified recordkeeping operation without compromising company policies (i.e. keeping hard copies of court required documentation per legal guidelines etc.)
Alabama State University: Levi Watkins Learning Center
May 2014- May 2016 Montgomery, AL
Cataloging Metadata Analyst
Assisted in the library which supports a study body of 4,764 undergraduate students and 619 graduate students.
Performed copy cataloging of 300 library materials in all formats, and add and/or update holding information in holding records and item records for copies and volumes daily.
Maintained Local Holding Records in OCLC
Performed Authority Control for name headings, title headings, and subject headings; participate in digitization projects including digitizing materials and create metadata
Participated in inventory control projects; process library materials, print spine labels, affix bar codes, and affix spine labels;
Checked and prepared items to be sent to collections to make available for library users;
Maintained daily cataloging statistics; maintain processing area; supervise student assistants.
Served on Steering Committee for the National Center for Study of Civil Rights and African-American Culture.
Performed public services duties in Public Services areas including working evenings and weekends on a rotating basis; assist with LWLC public relations and marketing activities
Assisted with archival projects and perform other duties as assigned.
NCO Group Montgomery, AL
December 2012-May 2014
DirecTV Portfolio Team Manager
Monitored and evaluate 250 calls monthly to ensure agents follow collection procedures.
Administered a total of 45 coaching sessions per month with my 15 allocated agents.
Chaperoned training classes monthly containing 35 new hires.
Ensured that staff is meeting production goals, complying with company standards and federal collection laws and generally performing the essential functions of their position.
Created of reports used for incentive and coaching purposes.
Monitored and recorded client’s phone calls to ensure all employee conversations are in accordance with government and state regulations.
Actively coached, trained, and mentored new and existing employees on performance, rules, and regulations.
Maintained and inputted representatives’ payroll time, attendance, and grant PTO.
Conducted team members’ monthly and yearly evaluations.
Monitored employee breaks, time and attendance.
Created and administer employees schedules based on business volume.
Coordinated with other departments as operational issues arise.
Responded to customers’ requests, complaints or inquiries professionally, courteously and promptly.
Facilitated internal and external collection practices and policies
Minimized the company’s financial losses.
Regularly reported the collection department’s progress and statistics.
NCO Group Montgomery, AL
October 2009-December 2012
Quality Assurance Management Specialist
Monitored and evaluated 450 calls monthly to ensure agents follow collection procedures.
Sponsored 5 monthly calibrations with the company’s vendors to ensure uniformity and equity.
Ensured that staff is meeting production goals, complying with company standards and federal collection laws and generally performing the essential functions of their position.
Aptitude to conduct audits, inspections, and investigations. Monitor and record client’s phone calls to ensure all employee conversations are in accordance with government and state regulations.
Collected, analyzed, and reported data.
Maintained and improved product quality by completing product, company, system, compliance, and surveillance audits; investigating customer complaints; collaborating with other members of management to develop new collection strategy, and manufacturing and training methods.
Prepared quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, stability studies, corrective actions, and re-validations.
Monitored and recorded client’s phone s to ensure all employee conversations are in accordance with government and state regulations.
Enhanced job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
OSI Collection Service Montgomery, AL
July 2006-October 2009
Customer Service Representative
Assisted 1200 customers monthly via telephone regarding their accounts and concerns
Resolved customer complaints via phone, email, or mail.
Used telephones to reach out to customers and verify account information.
Greeted customers warmly and ascertain problem or reason for calling.
Take payment information and other pertinent information such as addresses and phone numbers.
Worked with customer service manager to ensure proper customer service is being delivered.
Compiled reports on overall customer satisfaction.
Utilized computer technology to handle high call volumes.
Education
Alabama State University Montgomery, AL
Bachelor of Science in Business Management in May 2013
Internship
Progress Rail Services:
Human Resource Department
September 2012- April 2013
References
Tammi Bonds
HR Director
Blue Novis Group
ac71bn@r.postjobfree.com
Mary Smith
Teacher
Bessemer Public School
ac71bn@r.postjobfree.com
Lesia Johnson
Operation Manager
Courtyard Jacksonville Mayo Clinic
ac71bn@r.postjobfree.com
Employee Orientation
Performance Management
Employee Relations
Staff Recruitment & Retention
E-Verify
Staff Development
Recruiting & Talent Acquisition
Policy Development
Tax Break Software
Organizational Development
Infinity
ADP & Kronos Payroll Systems
Millennium
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