Customer Service Human Resources

Alicia Davis, PHR

*** ******* **. *****, ** ***21 Phone: 313-***-****

E Mail: ******@*****.***

OBJECTIVE I am

seeking a challenging and rewarding HR generalist position that will utilize my six years of management knowledge and

experience. Currently as operations manager I focus on all of the human resources functions for my location, from associate

relations and full cycle recruiting efforts to payroll and continuous training. I possess strengths in an array of responsibilities

including: organizing recruiting efforts, facilitating new hire orientation for associates, adhering to federal and state laws,

payroll maintenance, benefit enrollment and directly resolving employee relations matters. I look forward to utilizing those

skills and exhibiting the professionalism required to be successful at this position.

WORK EXPERIENCE

Operations Manager October 2013 Current

Neiman Marcus Last Call, Hanover MD

Promoted based on proven leadership and management skills. Tasked to increase the customer service scores through

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training and coaching as well as hire and train top talent.

Increased responsibility and direct reports for a store double the volume in sales and traffic.

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Human Resources Manager October 2010 October 2013

Neiman Marcus Last Call Studio, Rockville MD

Responsible for human resources, loss prevention, receiving and customer service.

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Oversees the day to day operations of the store.

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Directly manages and analyzes store reports including profit & loss, payroll and sales.

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SKILLS

True passion to serve and satisfy others with exceptional customer service skills.

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Possess excellent written and verbal communication skills and able to make decisions and recommendations in a fast

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paced environment.

Customer focused (internal and external) with sound judgment, good financial and strategic skills, in order to contribute

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to the bottom line.

Open minded and self confident with the ability to multitask.

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Possess strong conflict resolution skills.

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Systems: HRIS applications, Oracle, Lotus Notes, Microsoft Office, iProcurement, Myescreen, XNET, IMIS, Product

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Reporting (retail reporting programs), OSHA, ADP.

Human Resources

• Assists with administration of benefits programs such as life, health, dental and disability insurances, retirement plans,

vacation, sick leave, and leaves of absence.

• Tracks vacation, sick leave and holiday time.

• Plans, directs, and manages the recruitment process.

Identifies highly qualified candidates by through various measures including: online job boards, colleges, job fairs and

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direct sourcing.

Processes the entry of employee and new hires into HRIS (Oracle) and maintains updates to salary, address and tax

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information.

Schedules pre employment testing of candidates such as background (criminal and credit) and drug screening.

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Facilitates monthly new hire orientation and onboarding programs for all employees.

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Knowledgeable of the company's policies and procedures and ensure that the store is in compliance with state and

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federal laws.

Designs and implements recognition and compensation programs to retain top level performers.

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Resolves controversial and complex and staff and customer issues.

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Delivers developmental opportunities and disciplinary actions to employees.

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Manages weekly payroll processing with ADP. Monitors the payroll budget to ensure accurate timekeeping practices.

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Writes, delivers and implements annual performance evaluations and monthly touch bases.

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ADDITIONAL WORK EXPERIENCE

Assistant Buyer July 2009 September 2010

Neiman Marcus Last Call Division, Ladies Shoes & Gifts, Dallas TX

Allocated merchandise to over 30 Last Call Clearance Centers according to capacity, sales and customer response to

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merchandise.

Trained and mentored Executive Development Program candidates and new assistants in the division on day to day

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responsibilities of an assistant buyer including receipt tracking, purchase order log management and vendor/store

correspondence.

• Opened two new stores that required specific analysis and plans to stock the store with the appropriate assortments.

Merchandised local Last Call Studio and worked on sales floor during the opening.

• Launched Lastcall.com (Oct 2010), which required intensive receipt and sample tracking, daily communication with

LC.COM team and monthly merchandise presentations.

Assistant Buyer June 2008 June 2009

Neiman Marcus, Gift Galleries, Dallas, TX

• Organized several morning meetings for the division at local stores to provide an open forum to discuss product

knowledge, key trends and best practices.

• Provided exceptional customer service while working directly with customers to fulfill special orders and personalized

stationery orders.

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• Produced and distributed product knowledge and seasonal look books to the stores that were used as references on the

sales floor to increase sales and customer service.

• Had total operational and logistical responsibility for personalized stationery. This department required the management

of an intensive purchase order log and special orders as well as the annual stationery Holiday card promotion.

CERTIFICATIONS

Professional in Human Resources (PHR)

HR Certification Institute

EDUCATION

Professional HR Management Certification Preparation Review February 2013 May 2013

Prince George’s Community College

Bachelors of Arts, Business Administration September 2003 December 2007

Florida A&M University, Tallahassee, Florida

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