Customer Service Manager

Tawny Havert

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

Lake In The Hills, IL 60156

815-***-****

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

Education

University of Wisconsin - Whitewater

Bachelors Degree in Human Resource Management, August 2001

Selected Work Experience

Panera Bread

Assistant Manager (August 2006-Present)

. Current Training Specialist in brand new caf opening

. Supervise and deploy daily staff of 12-15 to ensure a positive

customer experience is met to expectations

. Interview potential candidates and hire qualified customer service

associates to support caf needs

. Achieved over 45 successful new hires in past 3 months for new caf

opening; recruitment and selection

. Conduct New Employee benefit orientations including Social Security

verification and I-9 documentation

. Implement corporate training plans for new employees utilizing both

hands-on and e-learning software

. Perform quarterly employee file audits to ensure up to date

information is maintained and organized

. Follow disciplinary procedures when necessary and address issues with

employees; maintain open door policy

. Develop employees' schedule based off daily and hourly sales

projections and previous sales history

. Maintain strict employee confidentiality procedures are followed

. Held District Training Specialist role for nine caf s ensuring proper

corporate procedures were followed in caf and corresponding employee

file audits were met

Cheeseburger in Paradise

Training Coordinator (October 2003-August 2006)

. Training Coordinator for new restaurant concept; member and developer

of opening training team

. Successfully trained staff and opened nine new restaurants in

Midwestern and Eastern US regions

. Functioned as liaison between management teams, staff, and corporate

headquarters pre-opening

. Recorded and submitted all trainer hours and expenses to payroll

department weekly

. Held daily meetings to ensure all entities were complying with strict

company policies and procedures

. Promoted restaurant at concert venues and locally sponsored events in

order to attract publicity

Newspaper Services of America

HR Assistant (April 02-August 03)

. Recruited for all positions in company; including ad placement, resume

selection and tracking

. Represented company at local Job Fairs, organized Open House for

interested candidates

. Conducted preliminary phone screens and initial interviews leading up

to job offer

. Administered new hire paperwork, including Benefits orientation;

conducted reference and background checks

. Facilitated on-site training workshops to comply with state and

Federal regulations

. Maintained 350 employees' job classifications in Admini software

program utilized by payroll department

. Communicated with and reconciled monthly absence reports for all

department Presidents

. Wrote HR related articles for company distributed Employee Newsletter

The Agency Staffing

Account Coordinator (June01-April 02)

. Filled client staffing needs with appropriate candidate for temporary

and permanent placement

. Administered proficiency tests to candidates and conducted initial

interview

. Entered all resume and applicant information in Task Generator

software to maintain quality and accuracy

. Conducted on-site I-9 audit at each of four branches; developed OSHA

log to comply with Federal regulation

. Maintained strict employee confidentiality

. Researched unemployment claims and workers compensation claims;

presented manager with viable solutions

*References available upon request

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