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Customer Service Manager

Russellville, KY
October 29, 2018

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



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.


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.


• 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.


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




Sociology major with minor in Political Science



• 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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