Customer Service Project Manager
Resume:
Ashley D. Whitfield
***** ******** ***** **., *******, MI 48150
*****************@*****.***
Management ~ Employment and Labor Law ~ Payroll ~ Employee Relations ~
Performance Management~ Recruitment
OBJECTIVE
Experience HR/ER professional skilled working with recruiting and payroll
system, management and customer service. Seek to align with a dynamic
organization in maximizing performance through proactive HR/ER management
practices.
PROFILE
> Offer progressive experience in human resources administration, with
comprehensive background in employment and labor law, employee relations,
investigations and recruiting.
> Consult with management regarding strategic planning and in leading the
organization in suggesting and changing policies.
> Effectively define, develop and implement targeted action plans as a
strategic to maximize operational productivity, efficiency and
profitability.
> Proactively train, develop, coached and direct motivated teams and create
a collaborative environment conducive to achieving high levels of
employee retention and job satisfaction.
> Dynamic talent and performance management, communication, presentation,
relationship building and problem-solving abilities.
> Excel at interacting with broad populations including senior management,
staff and union members.
> Highly versatile; quickly master new roles, responsibilities,
technologies, and complex environments.
> Proficient in building employee moral, conflict resolution and employee
placement.
> Demonstrate outstanding problem solving and active listening skills;
diffuse difficult situations with tact and ease.
KEY CAREER ACHIEVEMENTS
> Optimized productivity and efficiency by establish new processes and
procedures.
> Defined, developed and implemented targeted HR/ER processes and
procedures, instrumental to improving company performance and efficiency
in supporting day-day operations.
> Successfully transformed production teams by delivering quality training
of over 250 employees.
> Decreased employee turnover by screening out candidates who were not a
good fit for the positions.
> Received recognition for recruiting efforts and providing world class
customer service.
PROFESSIONAL EXPERIENCE
T Harvey Management Company, Oak Park, MI
HR Assistant, Oak Park, MI (11/2013-current) (Contract position)
. Use time cards to process payroll on a bi-weekly basis for construction
company and restaurant employees using
. Ensure that both companies are in compliance with federal and state
regulations
. Manage confidential documents
. Conduct onboarding and new hire orientations for construction company and
restaurant employees
. Staff hourly and salary employees for construction company and restaurant
. Recruiting and sourcing using social media and unemployment agencies
. Process and submit invoices for construction company
. Coach, counsel, and educate management time and staff members on
workplace safety and customer service
. Create monthly reports
. Travel to multiple sites ensuring employees are incompliance with safety
guidelines
Aerotek Onsite at Budco, Highland Park, MI
Recruiter/Labor and Employee Relations Specialist, Highland Park, MI
(6/2012-8/2013)
. Coach, counsel, and educate operations partners regarding work related
injuries, fairness, and unproductive employees
. Collaborate closely with senior management to design, develop and
implement various company policies and procedures and provide HR/ER
support
. Spearheaded diverse HR initiatives ranging from recruiting, staffing and
benefits administration to merit planning, succession planning,
performance evaluation and policies/procedures development
. Applied sharp business acumen toward identifying, developing and
executing process improvements to streamline workflow and optimize
productivity
. Manage over 500 contract employees
. Attend meetings with upper level management regarding innovative
strategies around retention and recognition programs
. Assist with conducting employee relations investigations
. Analyze and resolve employee discrepancies regarding payroll, benefits,
shift changes, hours, management, and time off request
. Successfully track employees attendance using Kronos and Humanics
. Administer weekly and monthly attendance reports
. Conduct attendance and disciplinary hearings on a daily basis for all
contract employees
. Issue verbal and written warnings to employees for attendance infractions
. Full cycle recruitment and onboarding for hourly and salary openings
. Use sourcing tools such as recruiter work space, CareerBuilder,
University and college recruiting, career fairs, and social media sites
. Update requisitions and contractors information in SharePoint
. Conduct phone screens, in office interviews as well as exit interviews
. Perform reference checks for all potential employees
. Conduct new hire orientations
. Assist with developing, planning, and coordinating employee recognition
programs and events
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Ashley D. Whitfield
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H-Enterprises LLC, Southfield, MI
HR Generalist/Project Manager, Southfield, MI (5/2009-6/2012)
. Supervise, coach, and counsel management team and employees
. Manage over 25 full-time and part-time staff members
. Successfully manage projects to ensure completion
. Identify and resolve employee discrepancies regarding work related
rights, payroll, and scheduling
. Successfully conduct full cycle recruitment for skilled laborers
. Maintain highly confidential documents
. Conduct interviews and screenings to identify potential employees
. Reduced employee turnover in 2011, with active listening and strategizing
during the interviewing process
. Prepare new hire paperwork for new hire orientations as well as conduct
orientations
. Administer background and reference checks for potential employees
. Track attendance and record personal and vacation time
. Accurately process accounts payables and receivables
. Process payroll using QuickBooks
. Compose spreadsheets and correspondence for billing accounts using MS
Word and Excel
. Effectively manage construction operations, projects and tasks
. Ensure customer satisfaction by effectively managing the working staff
. Perform clerical, secretarial, and administrative responsibilities
. Manage rental properties within the Metro Detroit Area
Ford Motor Company, Dearborn, MI
Assembly Line Technician, Dearborn, MI (2/2009-3/2011)
. Functioned as a union temporary part-time employee performing work when
needed
. Effectively worked as a team player on the assembly line at the Dearborn
Truck Plant
Manheim Call Center, Taylor, MI
Customer Service Representative, Dearborn, MI (11/2005-1/2006) (Contract
position)
. Answered high volume calls to effectively analyze and resolve customer
discrepancies
. Provided customers with auction reports and additional support as
requested
. Successfully processed paperwork requests and other customer service
duties using the AS400 system
EDUCATION
Master of Science, Human Resources Administration-Central Michigan
University
Bachelor of Science, Psychology - University of Phoenix, Livonia, MI
PROFESSIONAL DEVELOPMENT/TRAINING
Training - Negotiation Seminar - 2012
Training - ADA, Title VII, FLMA, Sexual Harassment, and Workplace Violence
- 2012
Training - Recruiting - 2012
TECHNICAL SKILLS
Knowledgeable of IBM (ThinkPad), Microsoft Office (Word, Excel, PowerPoint
and Outlook), Microsoft Windows, Internet Explorer, HRIS (PeopleSoft,
Oracle), SharePoint, Kronos, Humanics, Recruiter Workspace, AS400,
QuickBooks, and Invoice and Estimate Pro
PROFESSIONAL AFFILIATIONS
Society of Human Resources Management (SHRM) - member
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