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Customer Service Manager

Greencastle, Pennsylvania, United States
November 08, 2018

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Greencastle, PA, PA C: 717-***-****


Results-driven Human Resources Manager with the ability to leverage people and best practices to improve productivity. Proficient in hiring, developing and motivating employees. Adept at building rapport at all levels and resolving issues in a timely manner.





Employee Engagement

Interpersonal Relationships

Leadership Development

Team Communication

Time Management


Human Resources Manager 08/2014 to Current

Lowe's Home Improvement Shippensburg, PA

Anticipated staffing needs for both a 20+ Million Dollar Store and a 60+ Million Dollar Store, created a presence in the market with organizations, colleges / universities, and technical schools to recruit and adjusted hiring needs per the sales trends and business needs.

Develops and implemented recruiting strategies; Utilized social networks, recruitment events, on line job boards and websites.

Oversaw job fairs to bring in local talent for long-term and seasonal positions. Hired 131 associates in the last year and Promoted 71.

Conducts new employee orientation to foster positive attitude toward organizational objectives. Oversees training completion for Onboarding and Compliance Regulations.

Serves as a link between management and employees by handling questions and helping resolve work-related problems; Oversaw the investigation of employee relation issues.

Partners with store leadership to ensure Sync Ups were occurring with their associates for fluent developmental conversations and career planning purposes.

Coaches Store Management on compliance, EEO, policies, talent management and team engagement.

Manages all aspects of employee leaves by ensuring compliance with FMLA, workers compensation, disabilities, and the associated regulatory requirements.

Maintains an active presence in the market to better understand the needs of employees and the store to respond more quickly to changing trends.

Promotes an open-door culture to effectively support change at the hourly, store management, and market levels by engaging, sourcing, preparing, and training the workforce to meet the demands of change.

Human Resources Executive Team Leader 02/2004 to 08/2014

Target Hagerstown, MD

District Resource: Trained, coached, and mentored new Human Resources Executives; Conducted District Employee Relations Investigations; Organized and executed district lead conference calls, meetings, and assessments

Maintained an effective partnership with the Store Team Leader and assist in to rolling out company programs

Evaluated and resolved all employee claims, including those of a performance-based nature and harassment incidents.

Identified staff vacancies and recruited, interviewed and selected applicants for 200 – 350 associates.

Created succession plans and promotion paths for all staff.

Worked with department managers to assess needs and coached on developmental needs

Lead communication programs within the store to ensure team members received timely, relevant, and accurate information.

Handled employee conflicts in the most efficient manner while following all company procedures.

Held each team member accountable for achieving brand and performance goals.

Lead a culture of sales and expense financial accountability

Guest Experience Executive Team Leader 03/2001 to 02/2004

Target Hagerstown, MD

Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience.

Resolved customer problems by investigating issues, answering questions and building rapport.

Kept an eye on building premises for loss prevention and security purposes.

Verified that all merchandising standards were maintained daily.

Demonstrated that customers come first by serving them with a sense of urgency.

Delegated work to employees based on shift requirements, individual strengths and unique training.

Identified and implemented solutions to in-stock, presentation, pricing, signing, and safety issues.

Proactively leveraged tools, reports and processes to meet or beat payroll goals.

Apparel Manager 11/1999 to 03/2001

Montgomery Ward Hagerstown, MD

Opened and closed the store, including counting cash, opening and closing cash registers and creating staff assignments.

Analyzed financial statements and payroll through product cost, labor and controllables.

Oversaw a schedule of weekly projects and anticipated timelines for milestones as well as completion dates.

Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Maintained visually appealing and effective displays for the entire store.

Oversaw a complete liquidation process of the company

Fine Jewelry Manager 09/1999 to 11/1999

Montgomery Ward Hagerstown, MD

Collaborated with each associate to establish realistic monthly sales goals.

Processed shipments and maintained organized stock shelves.

Informed customers about sales and promotions in a friendly and engaging manner.

Built and maintained effective relationships with peers and upper management.

Tracked down sources of special products and services to meet customers' special needs.

Education and Training

Bachelor of Science: Business Administration 1999

Frostburg State University Frostburg, MD, US

Magna cum laude graduate

Focus in Human Resources


Microsoft Office



BrassRing / Kenexa

Microsoft Access




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