Customer Service Manager

Pamela S. Stapleton

**** ******** *** ******

Grove City, OH 43123

H: 614-***-**** C: 614-***-****

PROFESSIONAL SKILLS:

. Total Quality Management (TQM)

. Customer Service

. PC Hunter Training

. AMA "Conducting Employee Performance Evaluations"

. AAP Planning (EOE)

. Workplace Harassment Training

. Employment Law Updates

. Behavioral Interviewing 2005

. ADP 2004

. Received Core Value Award for implementing Taleo 2006

. 1997 Extra Mile Award

WORK EXPERIENCE:

WorkflowOne (formerly Relizon)

January 2005 - Current

Account Manager/Customer Service Supervisor/HR Staffing Consultant

. Supervise staff of 9 employees (workload, absenteeism, vacations,

FMLA, STD/LTD)

. Fill office positions and assist in hiring of warehouse positions

. Ensure orders are keyed and processed to meet standard lead times

. Responsible for weekly/monthly reporting of production metrics (orders

keyed, Staffing, SLA's)

. Streamlined processes in Customer Service - Order Entry / CSR's

. Opened requisitions/posted on all internal/external websites,

newspapers, colleges for all positions (including sales)

. Created and maintained HR Metrics (headcount, turnover, exit

interviews, requisition log)

. Utilized behavioral based interview process to screen and identify

candidates

. Coordinated interviews with Hiring Manager

. Extended all offers verbally and written, initiated background checks

. Facilitated all new hire paperwork and ensured it was compliant

. Created Exit Interview Policy; collected and analyzed data to ensure

conformity to plan

. Assisted in OFCCP audit preparation (I9 compliance and training, ADA

compliance/tracking)

. Conducted Job and Career Fairs

Rittal Corporation May 2002 -

January 2005

Sr. Human Resource Generalist

. Managed all aspects of the Human Resource Department including:

recruitment, hiring, terminations, employee relations, discipline,

investigations, benefits administration, reviews, and assisted with

payroll functions

. Conducted various training courses (Lean Manufacturing, State of

Company, new hire orientation, performance evaluations, succession

planning)

. Assisted in significantly lowering workers comp claims and

unemployment

. Tracked and presented to Executive Management: absenteeism, turnover,

headcount, workers comp, safety, temporary headcount

. Coached management on policies and procedures, employee relations, and

training methods

. Salary administration for two non-union plants involving 550 employees

. Key member in software implementation from Ceridian to ADP

Career Choices Unlimited December 2001

- May 2002

HR Consultant

. Human Resource and Marketing projects

. State filings and other projects as assigned by President

TNT Logistics

November 2000 - December 2001

Human Resource Manager

. Managed all areas of Human Resources including: employee relations,

staffing orientations, payroll, dismissals, discipline, union

grievances, testing, exit interviews, HR database, compensation, job

postings

. Created Policies and Procedures for operations and administration,

updated employee handbook

. Established measurements to track and analyze data, assessing:

absenteeism, turnover, training, employee schedules

. Successfully evaluated and redesigned the employee training program,

achieving ISO 9000 certification

. Assessed and communicated areas of training needed at hourly and

salary levels

. OSHA, FMLA, ISO, EEO, AAP, Workers Comp

NCR Corporation / Aon Consulting

August 1999 - November 2000

Human Resource Consultant/Hiring Associate

. Collaborated with consultants and hiring managers in developing

appropriate sourcing strategies for each position

. Screened potential candidates

. Performed candidate searches using various resume databases and

Internet tools

. Analyzed recruitment activities (number of requisitions and time to

fill)

. Worked with hiring managers to ensure an acceptable and diverse slate

of candidates

. Analyzed and developed processes to ensure continuous improvement and

operational efficiency

EDUCATION:

. Wright State University, Dayton, OH

B.A. Liberal Arts

COMPUTER SKILLS:

. MS Office 2000

o Word

o Excel

o PowerPoint

o Outlook

o Access

. Oracle

. Netsource

. Hagen

. IBM AS/400

. Kodak Imaging

. Hewlett Packard Scan Jet 4P

. Peach Tree Accounting

. PC Hunter

. Resumix

. PeopleSoft

. RecruitMax

. Kronos

. Ceridian

. ADP

. Report Smith

. E-Time

. BrassRing

. Taleo

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