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Manager Customer Service

Brandon, Florida, United States
December 30, 2018

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* * * * * t e n L . S c h u m a n

Kristen L. Schuman


Brandon, Florida 614-***-****


Dedicated HR Leader with 15+ years of proven success in full cycle Human Resources support including driving HR process improvement, delivering internal customer support, and launching new HR initiatives. Solutions-Focused Strategist adept in managing and collaborating with cross-functional global teams in hyper-growth start-up environments to streamline processes and achieve business growth. Champion of Process Innovation passionate about leveraging data to create and implement new models and design of systems, processes, and programs.


HR Best Practices

Teamwork & Collaboration

Empathetic Leader

Complex Employee Relations

Performance Improvement

Learning and Development

Flexible Problem-Solving

Negotiation & Conflict


Training and Coaching

Active Listening

Total Rewards

Clear Communication

Process Improvement

Remote Roles

Team Leadership

Employee Communications

Talent Acquisition


GLAUBEN BESITZ, LLC Tampa, FL/Remote May 2015 – Present Energy start-up company that is licensed to export clean renewable energy to Asia and Latin America. Director of Human Resources

Lead the development and execution of critical HR mission and vision, policies, staffing initiatives, and Human Capital Management in partnership with the Board of Directors as needed to support business growth and minimize organizational risk from unethical practices.

• Manage a global and virtual team of 10 ranging from administrative and executive staff; Provide thought leadership, business planning, and strategic insight on internal controls and processes.

• Develop and implement industry-specific online training and onboarding materials for all new hires and current employees to generate expert knowledge of the LNG and Solar industries. This initiative reduced onboarding time by 30% with a 90% success pass rate.

• Improve internal communications by initiating and writing monthly email newsletters for Investor/ Shareholders, providing vital and timely company updates.

• Conduct analysis on benefit coverage plans to develop cost-effective recommendations based on research findings. Present recommendations to the Board to secure consensus and buy-in.

• Initiate strong recruitment, talent development strategy and performance expertise performance to improve and promote high-impact teams; Serve as Board Secretary, transcribing meeting minutes and notes.

• Create business assets such as internal training manual, Pitchbook presentation package for potential investors, and employment agreements and contracts and ensure compliance. 2 K r i s t e n L . S c h u m a n

INDEPENDENT CONSULTANT Westerville, OH, Remote Jan 2012 – Dec 2017 HR/SPHR Certification Trainer

Designed, developed, and led high-impact web-conference based PHR/ SPHR Exam Certification prep course using proven test-taking techniques and exam specific study material extracted from the HRCI PHR exams.

• Led a six-week webinar for 20+ professionals, resulting in a 95% success rate in four consecutive sessions.

• Utilized a variety of assessment tools, research processes, and strategies to improve instruction methods, analyze testing trends, and create successful tactics.

• Developed expert knowledge of HR processes and strategies and served as a thought leader for growth- focused professionals.

• Communicated clear objectives for all lessons, units, and projects to all participants, resulting in high- quality customer experience.

APELLES, LLC Columbus, OH Jan 2013 – May 2013

Apelles is a nationwide provider of debt collection services and specialized customer lifecycle management. Compliance Specialist

Oversaw vital initiatives for HR process development, leadership training, and compliance strategy.

• Led initiatives to establish and optimize HR processes including onboarding, eVerify, document retention procedures, and audit processes.

• Processed regulatory body inquiries and investigate disputes with clients to ensure CFPB compliance. Maintained CFPB client resolution logs according to government regulations.

• Absent of an HR Department, developed and trained Operations Manager in areas HR policies, legal compliance, Document Retention policy, and HR Audit policy.

• Set up the proper procedures to stay in compliance with interview policies such as legally compliant interview questions and document retention of interview notes and applications. ADDITIONAL EXPERIENCE


Business Support Consultant

Provided business support to executive team including research and analysis, and process development. FITNESS MANAGEMENT West Bloomfield, MI

Customer Service Manager

Directed customer operations for national health spa chain. Handled recruitment, onboarding, training, and consolidation of HR functions.


Assistant Store Manager

Operational management of $2MM retail store. HR responsibilities including recruiting, onboarding, training, and motivating sales associates. Ensured compliance with employment policy, safety, and loss prevention. EDUCATION

Master of Science Human Resource Administration, Central Michigan University Bachelor of Science Travel & Tourism Marketing, Western Michigan University CERTIFICATIONS

SHRM-CP Society for Human Resource Management 2018 PHR HR Certification Institute 2017

Notary Public State of Florida Commission #FF952019 2016

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