Customer Service Manager

HEATHER MUNDAY *** South High apt B Franklin, KY, 42134 Heather.Munday

270-***-**** *******.******@*****.***

OBJECTIVE

I am a resourceful, driven and dedicated team player with marketing and HR experience. I can easily adapt to changing priorities while providing excellent customer service to my leaders, my HR team and my team members.

SKILLS & ABILITIES

Relationship Building, Leadership Communication Skills, Learning & Creative Thinking, Task Driven, Heavy Scheduling, New Hire Training, Data Analysis, Problem Solving, Excellent Communication Skills, Detail-Oriented, MS Office, Kronons, ADP, Bullhorn, AS400 EXPERIENCE

Case Manager/Counselor

Kentucky Career Center/Rescare

May 2017 - July 2017

● Ensure all job seekers register for System of Record

● Provide assistance with registration on initial visit

● Conduct an initial assessment of needs and guide according

● Encourage participation in relevant workshops by presenting the benefits

● Provide overview of all career center services encouraging questions

● Provide expert guidance based upon individual needs, goals and preferences

● Make referrals as appropriate

● Ensure all VETS are identified and referred for eligible services

● Demonstrate sensitivity to all job seekers

● Provide expert job search guidance

● Input data in Information system

● Monitor cleanliness of the reception area, assessment and job search labs

● Appearance and demeanor are consistently professional and friendly

● Listens to job seeker requests in order to deliver needed services in a sensitive and considerate manner

● Accurately directs job seekers to needed resources

● Delivers promised services in a timely, friendly and consistent manner

● Uses a considerate and tactful approach in delivery of services

● Conducts self in business-like manner and applies knowledge effectively in performance of job duties

● Exhibits support of the project vision of providing RAYS customer service based on ResCare’s Quality Way.

● Routinely elicit feedback and surveys from customer

● Responds promptly to job seeker

● Develops and maintains effective work relationships 100% of the time

● Contributes to team tasks and projects 100% of the time

● Takes initiative to assist team members as needed.

● Willingly accepts additional assignments.

● Assists with internal/external projects involving the Workforce Center as requested by Management.

● Responds appropriately to other duties that may be assigned by management

● Prioritizes to complete all assigned tasks by scheduled deadlines. Utilizes time wisely and effectively for business related activity. Arrives on time for all meetings and internal and external trainings.

● Listens and fully understands the ideas and views of others

● Presents pertinent ideas and information clearly and concisely

● Provides program information, job readiness and search guidance to job seeker base in clear and concise manner to assist in enhancing performance

● Utilizes business writing skills when corresponding with team in writing

● Ensures verbal and non-verbal communication is professional and tactful

● Effectively communicates results of reports to enhance performance, avoid disallowed costs, and identify deficiencies to management

ON-SITE Manager/Recruiter,Branch Recruiter Recruiter June 2015- March 2017. Prescreened candidates, scheduling and facilitating interviews, preparing job offers and completing pre-employment process.

• Schedules and interviewed up to 500 plus candidates to help organization grow from 700 to 1400 in a course of eight (8) months.

• Supported 15 plus external recruiters and covered both hourly and salary positions.

• Planned logistics and strategic marketing with Lead Recruiter.

• Assisted in planning and coordinating Job Fairs across Kentucky.

• Coordinated candidate flow to needed Business Units on a weekly basis.

• Met weekly recruitment targets and participated in weekly call-in with corporate office.

• Responsible for tracking and providing updates to clients on targets, task status and deadlines.

• Responded to all calls, emails and other communication in a timely and professional manner HUMAN RESOURCES ASSISTANT, RKW DANA FILMS

JANUARY 2015 – JULY 2015

• Coached leaders on employee problem resolution and performance management.

• Operate autonomously and take initiative in developing relationship, learning the business and identify areas of opportunity to add value.

• Prepared New Hire Orientation and prepared new hire packets

• Maintained and audited I-9 Records on a monthly basis.

• Assisted in the coordination of Job Fairs

• Prepared and set up meetings designed to help employees obtain information and understand company benefits and other related incentive programs.

• Provided guidance for employees with procedural questions to different HR processes such as payroll, benefits and business practices.

• Provided on-boarding and off-boarding support.

• Conducted exit interviews to help reduce turnover and absenteeism.

• Monitored and ensured company compliance with federal and state laws including reporting OSHA requirements.

CUSTOMER SERVICE / ACCOUNTS PAYABLE, VALUE-POINT SOLUTIONS MAY 2014 – OCTOBER 2014

• Maintained inventory control and cycle count.

• Processed new orders and maintain accurate records.

• Provided customer support to ensure positive client concerns are addressed professionally, accurately and timely.

ON-SITE HUMAN RESOURCES COORDINATOR, EXPRESS

JANUARY 2014 – MAY 2014

• Facilitated new hire orientation, on-boarding/off-boarding and new hire packets

• Assisted with the development of HR policies, procedures and new methodologies to drive continuous improvement efforts with HR team

• Participated on cross-functional teams to enhance employee engagement and community awareness

• Performed investigations of employee complaints by meeting with all parties involved, reviewed employee files and met with leaders to make recommendations to close out files.

• Coordinated all recruiting support by maintaining required information on all recruiting activities and candidates. Utilized company database, networking, internet resources, referral and other sourcing

EDUCATION

WESTERN KENTUCKY UNIVERSITY

EXPECTED GRADUATION: DECEMBER 2017

Sociology major with minor in Political Science

VOLUNTEER ACTIVITIES

BOWLING GREEN – WARREN COUNTY JAYCEES – VP TREASURER 2012 – Current

• Recommended area of opportunities for financial management, chapter activities and public relations.

• Organize different projects and created opportunities for community outreach SOUTHERN KENTUCKY FAIR BOARD, CHAIRMAN OF THE SPIRITS 2012 – Current

• Supervised the Operations of the Adults Beverage with vendors

• Worked closely with a team to ensure a safe and successful county fair

• 2015-2016 Co-Chair of the SoKy Beauty Pageants

References Available Upon Request

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