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Manager Customer Service

Sanford, Florida, United States
November 05, 2018

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**** ******* ***** *******, ** ****1

Cell Phone: 321-***-**** Email:

Human Resources – Office Administrator Professional skilled in diverse executive, call center, plant manufacturing, customer service environments with a proven record of achievement, strong energetic leadership, and highly organized multi-tasker. Extensive knowledge of regulations relating to corporate business and manufacturing operations. Specialist on employment law including, FMLA, OSHA, HIPAA, EEO, FLSA and more.

Spanish Bilingual Interpreter and Translator.


HRIS Systems

Employment Law

Mediation & Advocacy

HR Policies & Procedures

Safety Management

ADP Payroll

Workers Compensation

Staff Recruitment & Retention

Employee Relations

Dispute Resolution

Benefits Administration

Events Planning

Workforce Surveys

DOT Docs Manager

Orientation & On-Boarding

Bilingual Interpreter/Translator

Training & Development

Performance Management

Leadership Coaching & Training

Vendor Contract/Administration

Unemployment Hearings


Latin Music Zone, Sanford FL Music, Clothing, Souvenirs, Novelty/Gift Retail Shop 2010 – 7/2018

Happy Donuts Cafe- (2 Locations) Eustis FL and Deland, Fl Café/Pastry Shop

Business Owner /General Manager

• Manage all administration and operational areas of one Retail Store and two Coffee / Pastry Shop locations

• Process weekly Payroll, Recruitment, Custom Orders and billing for Wedding and Baptism Clothes

• Customer Service, Training, display set up, vendor relations, purchase orders, weekly inventory and more.

• Process book reconciliation and weekly billing for special orders

• Create custom art for Game Tables. Customers include (Jet Blue, Pryco Movers, El Gran Combo and more)

• Represent the business at local Florida festivals, charity events and attend Regional Expo Shows

General Glass International, Secaucus, NJ 2006 - 2010

International Glass Supplier/Distributor and Glass Importer- (160 employees) 2 Sites (NJ and NC)

Director of Human Resources

• Manage all HR activities for hourly and salary staff in 11 departments and remote North Carolina facility

• Responsible for the administration and coordination of all medical, dental, vision, retirement plan, life

Insurance benefits coordination and annual enrollment process

• Support additional tasks such as supplies purchase, oversee site janitor contract, driver staff telephone usage

and billing, order meals for events and meetings, hire and monitor pest control vendor and more

• ADP Payroll Processing utilizing E-Time and Pay Expert systems and HRIS maintenance

• Implement and administer new hire orientation and all support all necessary training

• Manage with the Plant Manager Accident prevention and the coordination of all Safety training and meetings

• Maintain all company drivers state required DOT documentation

• Work with executive and management staff on staffing needs recruiting and maintaining needed levels

• Manage all workers compensation claims for proper procedure and documentation handling

• Maintain all EEO and COBRA process and documentation meeting state and federal compliance

• Report to Vice President of Finance and Administration

Marriott International -NJTS, Edison, NJ 1998 – 2006

Regional Laundry Plant-Linen processor for 34 hotels- 45 million pounds per year (230 employees)

Director of Human Resources

• Manage all HR responsibilities for staff of 230 associates in 7 departments and the executive team

• Direct all payroll activities including performance evaluations, salary increases and benefits programs.

• Reduced turnover to 2% annually, re-trained front-line supervision and created forums for employee-

management interaction, such as Employee Communications and Safety Committees improving company image

to employees and associate morale

• Adapted effective recruitment and training techniques that improved organizational efficiency

• Oversee all workers compensation claims for proper procedure and documentation handling

• Increased employee retention by increasing employee benefits, resulting in minimal cost increase

• Establish a 100% Bilingual Translation and Interpretation of all meetings and posted documents

• Implement and sustain EEO/Diversity/Union Avoidance strategies resulting in an operations Union free

• Manage and maintained all company drivers state required DOT documentation-(random tests, physicals)

• Directed employee benefits including compensation, insurance, stocks and retirement planning

• Lead the execution of all programs including E-Hiring, Associate Survey and Annual Benefit Enrollment

• Report to the property General Manager

Farmland Dairies Wallington, NJ 1996 – 1998

Dairy manufacturing plant for the Northeast-Supplier of high quality dairy products (300 employees)

Director Human Resources and Payroll

• Responsible for implementation and administration of safety, benefits coordination, payroll and personnel record

keeping for 300+ manufacturing, production, administration and management staff

• Maintain all company drivers and independent owner operator’s state required DOT documentation

• Responsible for the exempt and non-exempt recruitment strategies of all departments

• Maintain all EEO state required documentation

• Develop and implement throughout the plant operations wellness and team incentives programs

• Manage all transactions and updates to the HRIS system related to staff employment, payroll and benefits

• Oversee all workers compensation claims for proper procedure and documentation handling

• Manage employee safety equipment program

• Overlook the contracted private security administration on the premises

• Report to Vice President of Finance and Administration

New York Times-PCF Hackensack, NJ 1990-1996

Newspaper Circulation, Call Center Operations (500 employees / multi-sites)

Human Resources Manager

• Started as Human Resources Supervisor, overseeing HR and newspaper carrier recruitment

• Promoted to Human Resources Manager responsible for the HR and Call Center departments

• Responsible for a staff of 12 employees with accountability for employee relations, recruiting, staffing, safety and

benefits coordination for 500+ employees and incoming/outgoing mail room area

• Implement and administer orientation and training for all new hires

• Managed employee counseling and separation of all areas as needed

• Monitor employee performance during probationary period and beyond

• Supervise Call Center lines for incoming calls in response to newspaper carriers recruiting

• Managed interview referrals to local New York Times depot managers in the Tri State area

• Represent the company at all State unemployment hearings

• Report to Regional Director of Human Resources


1986-1990 BA Business Administration – Fairleigh Dickinson University- Teaneck NJ Metropolitan Campus

1995 Principles of Translation - University of Languages Services, NYC -

1996 Interpreting and Translation Certification- (NY and NJ) University of Languages Services, NYC

2012 Florida ALF Administrator Core Training - (FALA) Florida Assisted Living Association

2012 Florida Community Association Management Pre-Licensing Course -Florida CAM Schools, LLC

2016 Florida Food Handler Manager – Florida State Premier Food Safety

2018 Notary Public Education Program - State of Florida

2018 CPR/AED Hands Only- Stop The Bleed Training Orlando Health Hospital- Longwood Florida


Microsoft Word, WordPerfect, Excel, Ms office, Power Point, MS Outlook, Kronos, AS 400, Merlin Legend, ADP Payroll (EZ-Labor/Pay Expert/Report Smith), Ceridian Payroll, Unicru (Equivalent to Ultipro), PeopleSoft,

Marrpay, Several HRIS Systems (ADP, Marrpay, People soft)


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