Customer Service Manager

Dale C. Ziemer

***** ** ***** *****, *****, Florida 33186

Home: 305-***-**** . Mobile: 786-***-****

**********@*********.***

SUMMARY OF QUALIFICATIONS

Management professional with extensive experience in Hospitality, Customer

Service, Employee Relations, Recruitment and HR. Effective team player,

with proven performance in successfully managing business operations in all

areas of responsibilities. Possess excellent interpersonal and

communication skills.

AREAS OF STRENGTH:

Customer Service Management Training/Development Team Building

Recruiting

Employee Relations Process Improvement Policies & Procedures

Documentation Negotiation

Coaching/Motivating Communication Networking Organized

Marketing

PROFESSIONAL EXPERIENCE:

Inktel Contact Center Solutions. Doral, Fl 6/12 - Present

Talent Acquisition Manager

Inktel Contact Center Solutions LLC is a leading business process

outsourcer specializing in contact center services. Inktel provides Contact

Center Solutions to many Fortune 500 companies, federal/ state/local

government agencies, not-for-profit agencies and other leading

organizations

Responsible for all aspects of talent acquisition and HR policies and

procedures for contact center & fulfillment company with 4 locations and

over 600 employees. Key accomplishments: creation of world class on-

boarding process, implementing enhancements to recruiting process, hiring

top talent in numerous positions, managing employee relations, policy

creation & enhancements. Direct a team of 5 HR/TA professionals who were

responsible for all talent acquisition, internship program, and various

human resources functions.

The Continental Group, Hollywood, FL 12/09 - 6/12

Talent Acquisition Manager

The Continental Group is a subsidiary of FirstService Residential

Management, a publically traded company, managing luxury high rise

condominiums, large-scale master planned communities, rental properties,

condo hotels and homeowner's associations. FirstService Residential

Management, through its partner companies, manages over 1.2 million homes

in 4,600 residential communities throughout North America.

Responsibilities:

. Lead the Talent Acquisition team to ensure all hiring objectives are

being met. Develop hiring processes that adds best practices in order

to enhance company culture and hiring metrics.

. Responsible for the tri-county hiring needs, Dade, Broward, WPB, in

addition to (5) remote locations throughout the state. Provide

strategic planning on all phases of staffing and employment related

issues.

. Developed standardization of all staffing metrics and procedures.

Provide strategic direction in the processes and practices associated

with the attraction, development, and retention at all levels.

. Directly responsible for budgets, performance management, turnover,

assessment programs, staffing goals, candidate pipeline, vendor

negotiation, college and professional relationships, media and

branding development. Labor market analysis.

. Play a direct, active, consultative role with the HR leadership and

Senior Executive team.

Luminaire / Miami, FL 01/09 -11/09

HR / Talent Acquisition Manager - (Contract)

. Contract position to set up HR & Recruiting best practices for Miami

and Chicago

PRC / Alorica, Miami, Fl. 01/98 - 11/08

SR. Regional HR/Talent Acquisition Manager

Responsible for:

. Overall management and hiring process for the Recruitment department

with HR responsibilities that staffs for three centers

. Regional responsibilities for three additional locations

. Networking, recruiting, hiring, and training. Exempt and Non-Exempt

positions

. Development, team building, coaching, motivating

. Corporate meetings and presentations

. Client and Vendor communication and negotiation

. Labor Market studies and analysis

. Performance appraisals, job descriptions, process improvement

. Quality Assurance

Achievements include lowest cost per hire in the company, lowest attrition

rate, and staff turnover. Successfully manage the day-to-day operations of

the HR and Recruitment office that staffs for three facilities that employ

over 2200 associates. Daily management, supervision, training, coaching,

motivation and development for staff of 14 employees. Regional duties for

three locations and directly supervise (6) managers. Strong community

involvement, Implementation of new applicant tracking system.

Miami International Merchandise Mart / Radisson Centre, Miami, Fl. 10/89 -

01/98

Director of Marketing & Buyer Services

Responsible for:

. Overall management and supervision of Buyer Services & Field Services

. Leasing activities, permanent and temporary space

. Coordinate special events and buyer incentives

. Manufacturer solicitation

. Analytical reporting and statistic analysis

. Marketing, networking, recruiting

. Customer Service

. Training, motivating, team building

. Organization partnerships / relationships

. Trade Shows

EDUCATION:

University of Minnesota

Fashion Merchandising & Design, minor in Business Administration

Member, Society of Human Resource Management (SHRM)

PROFESSIONAL COURSES:

One Minute Manager Leader in each of us Sexual Harassment

Awareness

Taking Corrective Action Giving Recognition Time Management

Positive Employee Relations Coaching Valuing Workforce & Cultural

Diversity

COMPUTER SKILLS:

Microsoft Office (Word, Excel, PowerPoint, Outlook) Oracle, HRIS, Oracle I-

recruitment, HodesiQ, Ultipro,

Kenexa, Lexis Nexis, Hyperion, ERP, ADP experienced in process, procedures,

and technology

Additional Activities:

Big Brother Big Sisters

Susan G Komen -Walk for Breast Cancer

Aids Walk Miami

Mercedes Benz Corporate Run

Habitat for Humanity

Contact this candidate