Customer Service Manager

B ILL BAISDEN

***** ** ***** ***** **. Clair Shores, Michigan 48081

586-***-**** *********@*******.***

Human Resources Professional with over eight years of recruitment, placement, and career

development experience. Possesses strong verbal and written communication skills, the

ability to thrive in high-stress environments, and an unwavering customer service focus. U.S.

Army service member with a record of success as a dynamic leader, and recognized

accomplishments as a coach, trainer, and mentor. Excels as a member of a dynamic team, as

well as, an independent decision maker.

Strengths:

* Workforce Recruiting and Retention * Community Outreach

* Employee Training and Development * Communication Skills

* Media Relations/Public Speaking * Microsoft Office Expertise

E DUCATION & TRAINING

Master of Business Administration

University of Phoenix, Troy, Michigan 2007

Bachelor of Science in Business Administration

University of Phoenix, Troy, Michigan 2005

Certifications

Health Insurance Portability Accountability Act (HIPAA) Certified 2013

Military Education

Officer Strength Management Course 2013

Recruiting and Retention Advanced Practitioner Course 2009

Small Group Instructor Course 2009

Basic Instructor Course 2009

Recruiting and Retention Non-Commissioner Officer Basic Course 2005

P ROFESSIONAL EXPERIENCE

Michigan Army National Guard (Active Guard Reserve) Mar 2005 - Present

Served within the Recruiting and Retention Command of the Michigan Army National Guard.

Career Highlights:

Officer Strength Manager

Michigan Joint Force Headquarters, Lansing, MI Jun 2012 – Present

* Selected above 16 other Recruiters to assume duties as Officer Recruiter.

* Selected as the Officer Strength Manager of the Year for 2013 among 21 candidates for

exceptional performance.

* Assigned to a Chaplain recruiting program that had been at 64% strength; aggressive leadership

and innovative recruiting methods increased strength to 88% in 8 months.

* Developed policies, procedures, standard operating instructions, and internal directives to

coordinate all Human Resources activities within the established priorities.

B ill Baisden Resume Page 2

* Implemented local marketing plan to reach a varied demographic; communicated national

programs through recruiting presentations within multiple university systems and community

organizations using written, oral, and visual media.

Regional Recruitment Manager

Detroit Metro Area Jan 2009 – Jun 2012

* Led the Detroit Metropolitan Detachment to exceed organizational recruitment objectives by

118%; led another unit to achieve 125% of goals.

* Superbly managed and motivated as many as 12 personnel dispersed across satellite offices; set

performance standards, evaluated personnel performance, and provided guidance on achieving

performance standards.

* Established effective recruiting strategies and aligned human capital with the organization's

strategic direction and business goals; recruiting initiatives increased production by 48%.

Recruitment & Retention Non-Commissioned Officer

Detroit, MI Mar 2005 – Jan 2009

* Achieved 116% recruiting goals (87 enlistments) and 92% retention rate for 4 consecutive years.

* Performed searches for qualified candidates according to relevant job criteria using computer

databases, networking, Internet recruiting resources, and employee referrals.

* Conducted personal interviews on prospective applicants of diverse backgrounds to determine

moral, legal, and medical qualifications prior to accession into the military.

* Developed constructive and cooperative working relationships with community leaders and

veteran organizations to promote national programs and employment opportunities.

Military Police Officer

Pontiac, MI Dec 2000 - Mar 2005

* Professionalism recognized with acceptance in the Active Guard Reserve Program

* Supervised continuous security operations without breech at Fort Meade, MD

* Distinguished service earned the Army Accommodation Medal for Operations at the Pentagon.

* Supervised and trained subordinates to maintain equipment accountability and readiness

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