Customer Service Manager

TRACI N. MORGAN DALLAS, TX ***** 404-***-**** / ******@*****.***

SUMMARY OF QUALIFICATIONS

** ***. ********* ** *********** / Sourcing in the fields of 10 yrs. Business Management, Marketing and

Campus / University Recruiting/ MBA; Call Center; Operational Consulting experience in the fields of Retail,

Accounting/Finance; Culinary; Hospitality; Human Travel, Property Management, Restaurant, Health &

Resources Management; Technical; Retail; Operations; Fitness, Entertainment, and start–up organizations and

Executive Management; and Marketing & Sales. grass roots non-profits.

Recruitment Project Management, strategy development 10 yrs. Manager / Supervisory experience of up to 15

and business needs assessment, implementation, and direct reports. Department / project budget

support for clients through Big 4 Consulting firms such as development.

Accenture, AON/Hewitt, as well as Human Resources

outsourcing through HRworks.

Gold Award and Silver Award Recipient – Girl Scout of

America, Inc.

Six Sigma Yellow Belt Certified through IKON

PROFESSIONAL EXPERTISE

RECRUITING MANAGEMENT AND TALENT ATTRACTION DEVELOPMENT

Create, implement, and manage sourcing strategies to meet SLA’s for multiple RPO and BPO clients. Strengths include streamlining

recruiting processes, asking resourceful questions, creating strong skills and competency matches which enable clients to see and hire

best qualified candidates. This includes flip search, Boolean and x-ray search, in addition to being AIRS trained.

Planning and implementation of full life cycle recruiting. Expanded experience in high volume exempt, non exempt hiring, interpreting

corporate personnel policies/practices, conducting employee terminations and exit interviews.

Total responsibility for on-line job advertising on a national and international basis for multiple industries, including the reporting of hiring

and attrition statistics to management.

Identify strategic sourcing tools, which are OFCCP compliant, such as internet, journals & network, cold calling, and database sources.

(LinkedIn Recruiter, Google+, Facebook, Twitter, Bullhorn Reach, Indeed, Monster, Careerbuilder, Indeed, Resume`Bucket, etc..)

HR Technical aptitude: ACT 4.0; Avature, Brassring, Cognos; Kronos; Oracle; Peopleclick; StarSearcher; Peoplesoft 8.4; and Taleo

BUSINESS OPERATIONS AND MARKETING MANAGEMENT

Strategic planning, new business start up, market plan execution, cost containment, budgeting / finance, customer service, and staff

training, supervision and mentoring. Proven track record of increasing revenues, streamlining workflow, and creating a team

environment to increase productivity.

Interpreting of P&L management reports, pricing strategies, competitor and market analysis, legal compliancy, staffing, purchasing and

vendor relations, management reorganization, and targeted marketing.

Recommends and initiates online marketing and communication efforts through a vast knowledge of online media outlets and soci al

networking sites, such as LinkedIn, Biznik, Ziggs, Forbes, MySpace, Facebook and Twitter. Collaborates with clients to ensure all

messages and marketing efforts are consistent, as well as, coordinating and overseeing traffic flow, with organizations such as Girl

Scouts of Greater Atlanta, Inc.

EDUCATION / TRAINING

BS in Marketing – Winston-Salem State University, NC - 6/98

O.F.C.C.P. Compliance Certification – 2006 - 2009 ( Hewitt Associates and HRworks, LLC. )

Six Sigma Yellow Belt Certified – 11/04 ( Ikon )

o Completion of additional Six Sigma Black Belt e-learning based courses – Hewitt Associates ( 2007 – 2009 )

EMPLOYMENT HISTORY

Ericsson / CoreStaff Contractor 5/13 – 10/13

SR. University Recruiter (TELECOMMUTE)

Implements the strategic university recruitment plan at targeted universities in North America, including process of developing a new

graduate and internship program which crosses all divisions. By partnering with colleagues within Talent Acquisition, HR Partners

Business Partners, and Career Services representatives on a regular basis, successfully completed balanced recruitment activities at 10

top tiered targeted universities to fill roles supporting: Corporate/RF Engineering/Systems Integration/Accounting/Customer

Units/Project Management / Sales / Software Engineering with an average of 25 requisitions with up to 5 positions on each. Assisted in

the establishment of creating a new recruitment strategy and brand management for internships and full-time roles.

2

Traci N. Morgan

TN Morgan Consulting, LLC 12/08 – 6/11 and 12/12 – 5/13

Contract Sourcing Manager / Sr. Recruiter / Career Transition Consultant (VIRTUAL AND TELECOMMUTE)

Performed Recruiting / Sourcing Consulting for clients who includes but not limited to: AT%T; Verizon Wireless; The Home Depot;

Havertys; Demos Express / Sunflower Staffing; and Girl Scouts of North Georgia. Completes career coaching development and initiatives;

and various recruiting / sourcing efforts, in multiple industries, filling positions including, but not limited to a virtual and/or telecommuting

setting for: Accounting/Finance; Administrative support; Campus Recruitment; Call Center; Human Resources; I.T.; Sales / Marketing; and

Retail. Completed project management and client facing presentations in order to create and implement new systems for filling SLA’s

through cold-calling, Boolean searching, and social media networking.

Accenture / MMC Contractor (AS&T Division) 6/11 – 11/12

VIRTUAL – Sourcing Lead (Workday/Performance Engineer/Web/Mobile/Portal/BI/MDM/Tibco/Social Media/Oil and Gas Analyst/OBIEE

and Medicaid/Java/Web Content Management/User Experience/Workday HCM)

Partnered with I.T. recruitment teams and per formed client management and presentations of projects in the sourcing of talent for ongoing

professional and leadership candidate generation. Successfully administers and manages a sourcing team of 5 members to delive r the

best-in-class candidate generation techniques and uses expertise on assessing and providing consultation on the labor market and

appropriate sourcing channels, as well as executing on sourcing strategies for United States and China efforts. Utilizes virt ual campus

recruiting methods for MBA and alumni candidates; Boolean; Avature; flip search and x -ray searching.

Hewitt Associates ( Client: Marriott – 24 properties ) 9/07 – 9/09

VIRTUAL - Sr. Delivery Analyst II Recruiting Lead

Talent Management Sourcing Market Expert / Project Manager for Chicago and New Orleans, regarding positions at 22 locations.

Created and explained sourcing strategy presentations to HR Managers for the New Orleans market. Additional locations include Little

Rock, AR; Jackson, MS; and Memphis, TN. In addition, onsite retail, 5-star dining, and coffee house divisions were included. Supported

Accounting/Finance; Call Center; Sales and Marketing; Human Resources; Operations; Customer Service; and I.T.

Market Team Leader of a group of 7 virtual recruiters, ensuring that all openings are filled in a timely fashion with qualified candidates,

while meeting metrics, goals, procedures, processes, and policies of company and client. Pipeline management and tracking the

succession rate for using traditional (Monster, Hotjobs, Careerbuilder, etc.) and non -traditional (Postjobfree, Craigslist, LinkedIn, Boolean,

etc.) sourcing tools to identify high quality candidates resources, in addition to campus recruiting /networking.

HRworks, LLC. ( Client: The Home Depot – U.S and Canada ) 6/05 – 9/07

Sr. Recruiter / Team Leader

Served as a Team Leader to fill exempt and non-exempt positions for the “Big box” Retail industry, while meeting metrics, procedures,

processes, and policies of company and client. Recognized as a Subject Matter Expert (SME) for recruiting Human Resource Managers,

high volume Store and Assistant Store Managers and for the Store Leadership Program (SLP) with focus on MBA and Diversity and

campus recruitment initiatives. Used various sourcing techniques including AIRS training and Boolean search strings.

IKON – GA 8/04 – 3/05

Coordinator Enterprise Learning Support

Conducted internal client based training program scheduling of classes, including facilities allocation, travel / hotel accommodations,

materials and catering orders, and pre - and post-work communication. Training classes consisted of all levels of Six Sigma training, as

well as Sales training. Selected to as sist a Master Black Belt Six Sigma student with developing and implementing final course project.

Ready Staffing – GA 7/02 – 4/03

Assistant Branch Manager

Successfully gained and managed major accounts from Universe Soul Circus and Georgia World Congress Center: Both accounts

averaged 80 temporary employees on a rotating shift basis, with a placement rate of a 19% market up.

University of Houston – Clear Lake – TX (Contract) 7/01 – 3/02

Career and Employment Placement Counselor

Completed a variety of online and in-person services for students and alumni seeking employment and employers interested in qualified

candidates for positions, including spearheading onsite campus recruitment with corporations; administering career counseling at all

stages of a job search; and job placement. Coordinated campus recruiting initiatives.

TechData Recruiters – TX 5/99 –3/00

E-Recruiting and Sourcing Manager

Supported clients such as BMC Software, Accenture (Arthur Andersen), and Enron by overseeing the filling of open positions/requisitions

in a timely fashion and with a diverse slate of candidates, utilizing only free web based sourcing tools for management and I nformation

Technology roles in a variety of industries. Improved overall quality of our service delivery with measurable metrics such as time to

submission, resume submission to interview ratio, interview to hire ratio, coverage and response time to requisitions.

REFERENCES AVAILABLE UPON REQUEST

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