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Manager Customer Service

Cleveland, OH
November 13, 2018

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*** *. ***** ****** • Euclid, Ohio *4119 • 216-***-**** •

Highly experienced HR Executive with proven record in facilitating corporate human resource operations through expert development and management. Proficient in directing all HR functions, including recruiting, talent development, employee relations, and policy implementation. Experienced at utilizing multiple operating systems and payroll software.

HR Operations Management Labor Relations

Recruiting & Staffing Web-based Payroll

Training & Leadership Development Tax Reports

Program Administration Benefits Setup


Extensive knowledge of recruiting, hiring, and onboarding administration process

Proficient in managing payroll and compensation processes, including regular, special, and supplemental payrolls.

Experience in adherence to standards and procedures, take steps to correct problems and inaccuracies.

Proficient in payroll data input and calculations, balancing each payroll prior to check disbursement.

Proficient in timely processing of payroll and applicable payment of benefits and payroll deductions.

Experience in interfacing with third party tax vendor to assure filing of all payroll related tax reports.


ASW Pengg LLC, Bedford Ohio 05/2012-06/22/2018

Human Resource Assistant

Responsible for assisting with all HR operations for 250-person manufacturing company, and assist with other projects as assigned. Responsible for all stages of the recruitment process, from placing employment ads, responding to inquiries, arranging interviews, completing job offer paperwork, and supporting staff onboarding. Additionally in charge of maintaining HRIS System, compensation, and benefits program. Actively involved in corporate-wide merger.

•Acted as HR manager by overseeing critical HR operations during company’s recent merger.

•Assist with reorganization of all HR operations by implementing new organizational structure, training and recruiting programs, performance appraisal system, and HRIS system.

•Improved employee productivity by assisting with development and launch of corporate web-based employee access for all documentation, benefits access, and newsletter.

•Maintain employee personnel files to comply with federal and state regulations.

Process a Weekly payroll for hourly employees and a Monthly Payroll for exempt employees through UltiPro Payroll system.

Crowne Plaza Cleveland City Center, Cleveland Ohio 02/2000-12/2011

Human Resource Assistant

Assist with all administration of HR operations for 100-person Hospitality Company including recruitment, training and development, benefit set up, and employee relation activities. Implemented HR standards to meet administrative processes for three unions. Processed payroll through ADP and edit Kronos reports on daily basis.

•Teamed with department managers to ensure optimal staffing levels and assist in coaching managers on how to conduct corrective measures.

•Coordinated training and development seminars.

Advised management on strategies that emphasized Equal Employment Opportunity measures.

KeyBank, Cleveland Ohio 09/1996-02/2000

Regional Administrative and Staffing Coordinator

Worked with regional managers and trainers to successfully coordinate all training classes in the region including logistic scheduling. Additionally acted as primary customer service contact person and liaison for the region. Responsible for implementation and maintenance of all Peoplesoft recruitment; closure of all internal and external requisitions. Provided support to senior recruiter including screening of applicants.

•Prepare various recruitment paperwork such as successfully tracking employee training classes.

•Collaborated with senior recruiter to develop and implement effective recruiting strategy.

KeyBank, Cleveland Ohio 09/1995-09/1996

Learning Center Training & Development Customer Inquiry Representative III

Responsible for monthly distribution of the certification reports to key contacts; manager, district manager, training coordinator, and line business managers. Handle all incoming customer calls and provide administrative support including research and faxing necessary forms. Maintaining all delinquent video orders banker’s training. Additionally responsible for designing and printing special reports on Registrar system.


Proficient in HR Management Software; PeopleSoft, ADP, Paychex

Microsoft Office Software; Excel, PowerPoint, Word, Outlook

Computer-based accounting, Ten Key Proficiency, Customer Relations, and Record keeping

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