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Manager Customer Service

Location:
Nashville, Tennessee, United States
Posted:
October 22, 2018

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Resume:

Antoin G. Scott, PHR SHRM-CP

**** ***** *** ******** *******, TN 37013 615-***-****

ac7glw@r.postjobfree.com

Experience

Casual Male 11/17 to 07/18

Asst Manager in creating and managing a team of customer service members and product knowledge are commented to our customers. I was responsible for assisting in the overall operation and performance of the store which includes sales, merchandising operations, operations, training and development to include loss prevention and expense control

Build a superior customer focused sales team by providing training selling skills, behaviors and operational procedures

Conducted in-store training seminars to educate to educate the salesperson product knowledge and promote exceptional guest experiences

Ensure each customer is connected to the brand by engaging him/her in our loyalty program and turning them into DXL Group “fans” by encouraging return visits

Home Depot 01/17 to 05/18

Customer Service Sales with Home Depot

Assisting customers with tools and ensuring they were provided with many options and choices within the tools Home Depot provided

OUR ORANGELIFE ADVANTAGE

The Orange Life Advantage is how we describe our culture and the benefits offered at The Home Depot. It’s how we talk about why The Home Depot is a great place to work and how we’re different from other retailers.

Our unique culture, which is enabled by our people and values, sets The Home Depot apart in our communities. Our commitment of putting our associates and customers first creates a feeling of family, where associates are empowered to live the values and are given opportunities to grow, while being part of a winning team.

Actively engage customers to assess their needs and provide fast, friendly, knowledgeable service.

T-Mobile USA 09/04 to 10/16

Human Resource Business Partner, Nashville, TN 02/11 to 10/16

Investigate employee and manager complaints regarding violations of company policies (e.g. sexual harassments standards of business conduct, discrimination, etc.)

Provide expert Human Resource advice, counsel and coaching to employees and managers on all employee related issues such as, but not limited to: performance management, investigation, termination decisions, corrective actions, human resource company policies and procedures, and all employment/labor law programs, practices policies, investigation actions, etc.

Implement and administer Human Resource to enhance to organization’s strategic objectives

Maintain current and complete understanding of Federal and State laws including case law and regulations such as Title VII of the Civil Rights Act, FLSA, ADA, FMLA, ADEA, and other state laws

On board and orient new managers with Human Resource practices and system requirements

Assist with administering compensation practices, changes and the performance review process

Provide coaching and development to management and employees of Human Resource issues and career development

Promote a positive employee relation environment through consistent application of an Open-Door policy, and promoting open dialogue between employees and management

Manager, Recruiting, Nashville, TN 02/08 to 02/11

Develop, coach, and lead a professional HR Recruiting team of 7 exempt level employees to support multiple Customer Care call centers across 6 different states

Develop, implement and maintain high level recruitment strategies to select top talent internally and externally

Coordinate all recruiting, hiring, and training initiatives in alignment with Operations objectives and strategic business goals

Responsible for maintaining relationships and networks with key Operational Leadership in areas such as Quality of hire, Hiring Plans and Employee Retention

Effectively partnered with Human Resource Managers and Operational Senior Leadership in several internal investigations of employee misconduct and recruiting violations

Provide support and coaching to ensure continuous development of our current and future leaders

Manage a multimillion dollar media budget for 6 call centers with a coverage area of 6 different states

Served as subject matter expert (SME) on major initiatives that support all lines of business to include Customer Care, Sales, Retail and Business to Business

Respond to governing agencies such as the DOL and EEOC as necessary

Directly responsible for the launch of the Augusta, GA call center and participated in several other launches including Chattanooga, TN, Brownsville, TX, Oakland, ME, and Frisco TX

Served as direct HR Point of contact (POC) for 2 key T-Mobile acquisitions which included Richmond, VA and Charleston, SC call centers

Senior Recruiter, Nashville, TN 1/06 to 02/08

Strategic partner to the General Manager, Senior Manager and HR Manager on multiple recruiting initiatives such as Quality of hire, Hiring Plans, and Local Media Strategies

Assisted the HR Manager with coaching and development of local Recruiting Ambassadors

Assisted HR Managers with internal investigations that involved recruiter misconduct or resulted in T-Mobile recruiting/hiring violations

Responsible for identifying areas of improvement to ensure acceptable levels of employee turnover

Develop and maintain HRIS tracking systems on new hires to provide data for trend analysis and problem identification

Track and report progress towards recruiting goals to Local Hiring Team (LHT), Local Senior Manager and Local HR Manager

Develop networking and PR initiatives to broaden community awareness and drive passive and active candidates into the T-Mobile pipeline

Introduced and executed new programs and policies as dictated by T-Mobile and participated in ad hoc committees regarding policy and procedure changes

Recruiter, Nashville, TN Call Center 09/04 to 01/06

Use and maintain virtual sourcing tools and methods to increase quantity and quality of candidates applying to T-Mobile positions

Responsible for management and fulfillment of the New Hire process for Customer Care Representatives (CSR)

Responsible for researching, testing and utilizing new sourcing avenues and techniques to increase quality and process efficiencies

Coordinate Job fairs and Hiring events on/off site with local LHT and HR Manager

Recruited, interviewed, and selected top talent for T-Mobile customer care, internally and externally

I have muti-experience in recruiting and inside sales

United States Air Force, Various Locations 09/84 to 09/04

Education

A.A. in Human Resources

Plus, Additional Human Resources Courses

Military

United States Air Force Veteran

Training/Certification

Professional in Human Resources (PHR) Certification

Society for Human Resources (SHRM-CP)

Volunteer/Affiliations

National SHRM, current member

Middle TN SHRM, current member



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