Customer Service Human Resources

Vilmarie Gonzalez

Orlando, FL ***** 407-***-**** / ****************@*****.***

Summary of Qualifications

Self-motivated individual with great customer services skills, and over ten years of experience in management. Also a college graduate with a BA in Psychology and MBA in Human Resources Management. My abilities are:

Think out of the box,

Prioritize, and integrate multiple tasks.

Create and implemented effective business plans for increase productivity.

Proven adaptability in challenging positions and situations

High level of integrity and confidentiality

Summary of Skills

Technology-

Microsoft Office (Word, Excel, Outlook, Publisher, and Power Point).

Search Engines: Yahoo, Google, Google Scholar, Excite, AltaVista, and Search.com.

Others: Ultipro, Business Intelligence, EZ book, The One, Access Florida, Kronos, Intersourcing, Stromberg, and iSynergy Scanning System.

Recruiting sites: Orlando Jobs, Monster, CareerBuilder, Employee Florida, Local colleges, Head Start National Association, United Way, Good Will, Link –In and others.

Languages- Proficient in writing, reading and speaking: English and Spanish.

Managerial- Over 10 years of experience in employee training, coaching, motivating others, giving clear directions to others, effectively handling employee problems and disciplinary action.

Interpersonal – Ability to work independently and team player. Able to prioritize, meet deadlines and work under pressure. Experience working with people of different socio-economic and cultural backgrounds. Handle confidential data and information. Experience using reasoning thinking to identify problems and able to use logic and reasoning to identify alternative solutions to settle disputes and resolve grievances and conflicts. I possess high level of interpersonal skills to communicate effectively with people.

Knowledge in the following Human Resources Laws and Regulations: ERISA, COBRA, FMLA, HIPAA, WHCRA, EPA, FLSA, ADA, ADEA and EEOC.

Other Skills - Knowledge managing cash, account reconciliations, accounting principles, data entry, inventory control, quality control, procurement, mail room procedures, sales, auditing, organize business events, safety procedures, and fraud detection.

Work Experience

Community Coordinated Care for Children (4C), Orlando, FL.

10/2014- Present HR Generalist

Knowledge in Human Resources principles, practices and procedures; such as recruiting, interviewing, employee selection, onboarding, training and out-processing, Able to implement reward programs, selection and placement.

Manage all recruiting functions for Head Start and Early Head Start positions. Experience conducting training classes for adults. Responsible for monitoring and track training and individual job requirements and leaves of absence. Work with external recruiters, employment agencies, and participate in local job fairs to identify and recruit candidates. Develops and maintain contact with schools, alumni groups and other public organizations to help identify and source qualify candidates. Collect, screens applications and resumes, interview applicants via telephone to obtain work history, education, training, job skills, and salary requirements, and to provide information about the organization and position. Prepare and collect documents for new hire personnel, such as; reference check, conditional job offer, drug-free workplace testing, medical examinations, background screenings and any other require document necessary for employment. Conduct New Hire Orientation trainings. Prepare HR reports. Maintain personnel files to ensure the files are kept in order and contain all required documents; includes filling employee correspondence, records, background checks and a variety of personnel related paperwork. Audit staff personnel files. Conduct record search in E-verify/ Form I-9. Assist HR coordinator with the Affirmative Action Plan reports.

July, 2008- October, 2014 Family Support Manager

Oversight nineteen Eligibility staff and two At-Risk staff members. Provide Director of Program Services with documentation of business needs, and work together to coordinate program component requirements. Decrease departmental cost. Represent the Organization at meetings and give presentations to the public and other agencies. Create and update procedure manuals. Train personnel with changes of new procedures and policies that often occur. Encourage team work and motivate employees to perform at their highest potential. Process necessary paperwork and complete departmental reports. Participate in the Safety Committee. Assist the organization by identifying any possible safety issue that can create harm to employees and may increase worker’s compensation claims.

April, 2005-July, 2008 Customer Service Supervisor

Provided oversight to Customer Service staff members, Console Operator and community volunteers. Responsible for employee selection, hiring, training, evaluations, performance corrections, retraining, and employee terminations. Managed to reduce employee turnovers by providing performance feedback, correct any situation before it escalated to a bigger problem and by offering non-monetary incentives that increased their morale and performance. Promoted employees’ professional growth by providing training and opportunities to demonstrate their knowledge and expertise. Responsible to screen telephone calls to secure great customer services and identify areas that require improvement. Managed to increase customer satisfaction to 100%. Great communication skills and my sensitivity to the need of others facilitate my excellent communication with customers, employees, coworkers and management. Worked with staff and customers concerns, complaints and resolve any situations that arise. I promote an open door policy where employees are welcome to address any concerns and be listened with respect and without any discrimination.

April, 2004 – April, 2005 Counselor I

Process client’s information to determine eligibility to enroll in available programs that offers quality child care available in the community. Determine customer’s needs and offer community referrals. Manage client’s cases and confidential information. Serve as an advocate and facilitator for 4C participants, schools and other agencies.

Education & Certifications

2007– 2010 MBA with a minor in Human Resources Management, Strayer University, Orlando Florida

1993 – 1997 BA in Psychology, Inter American University, Puerto Rico

1989 – 1993 High School Diploma, Colegio San Pedro Mártir, Puerto Rico

Awards and Recognitions

Scholastic Honors:

President Award- Strayer University

Dean’s List Award- Inter American University

Honor Award- Alpha Chi National College Honor Society

Employment Recognition:

Employee of the Month- Community Coordinated Care for Children

5,10 and 15 Years of Service Award- Community Coordinated Care for Children

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