Customer Service Management

JENNIFER BILODEAU **** Raleigh Ct W **B Ocean Twp, NJ 07712

Mobile: 908-***-**** ****************@*****.***

Recruiting Specialist

High performance, transformational leader with more than two decades experience driving efficiencies, developing

organizational strategies, recruiting and training personnel for government, non profit and private business. Work collaboratively

with multiple staffing professionals on split commission basis. Substantiated history of developing and executing enterprise

wide processes and procedures that increase productivity, quality and consistency by removing redundancies, streamlining

procedures, reducing operating costs while improving employee productivity and retention. Successful background in managing

quality programs, complex projects and major initiatives from planning through tactical execution; mastered advanced

methodologies and processes, and aligned change efforts with business goals. Skilled in analyzing customer service operations,

purchasing strategies, and operational logistics to identify effective cost saving opportunities.

AREAS OF EXPERTISE

Recruiting, Interviewing Budget Management Copy Writing

Training, Staff Leadership Operations Management

Employee Relations ATS, CRM, and Database

Resource Planning Project Management

EXPERIENCE & ACHIEVEMENTS

NMS GROUP 2013 Present

Executive Staffing Agency Specializing Supply Chain, Information Technology, Engineering, and Financial

Executive Recruiter

Specializing in information technology and executive management staff in defense contracting, financial, pharmaceutical, and retail operations.

Develop job descriptions, publicize to targeted job boards, social media networks and utilize multiple sourcing strategies to identify and attract

qualified candidates. Work with clients identifying unit needs, develop job descriptions, and publish to search engines attracting qualified

candidates. Develop and maintain relationships with college/university recruiting, participate in virtual and "in person" job fairs.

• Conduct pre-qualification interviews, coach candidates with resume writing.

• Coordinate submission packages to include executive summary/qualifications review, skills testing, license and education

verifications, and reference checks.

• Present candidates to client, arranging interviews with hiring managers.

• Spearheaded relationship recruiting via social media management campaigns, employee and candidate referrals.

• Manage applicant tracking systems.

DIG THIS REAL 2004 Present

Print and digital media publication.

HUMAN RESOURCES GENERALIST/WRITER (P/T)

Recruited staff to facilitate operational expansions. Worked with senior management and key stakeholders to create Human Resource policies

and procedures; create employee tracking databases and develop orientation, training, and incentive programs. Manage HR Generalist

workplace issues promoting a positive work environment while mitigating risks. Cultivate relationships with staff and talent promoting strong

employee relations.

• Played key role ensuring successful expansions implementing and structuring new programs and policies with training,

compensation, benefits, incentives, and new hire orientation.

• Fostered a teamwork/open door environment conducive to positive dialogue across the organization. Personal efforts cired at the

driving force behind increased production and attraction of new talent.

• Negotiated commission based and freelance pay scales for writers and advertising sales with dozens of performance bonuses.

• Introduced first formal performance review program to further open dialogue.

• Revised job descriptions, shadowing staff through interviews to identify necessary skills and duties required.

• Spearheaded relationship recruiting via social media management campaigns.

AMERICAN CANCER SOCIETY 2013 2013

Providers of innovative solutions for clients in the government sector, including organizational development and sustainment.

TEAM EVENT RECRUITER

Supported Making Strides Against Breast Cancer Fundraising Campaign. Responsibilities included outreach into business/corporate

community recruiting volunteers to become team leaders spearheading fundraising initiatives. Assisting team leaders with strategically

planning fundraising initiatives and coaching to reach financial goals. Marketing sponsorship packages to corporate Human Resources.

Telephone and written communication with supporters

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Jennifer Bilodeau

Train staff on new policies, procedures, and software.

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Oversee customer service in call center environment

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Cold calling

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Relationship marketing

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MACB ESI/ COMPUTER SCIENCES CORPORATION/LOG SEC, EATONTOWN, NJ 2007 2011

Providers of innovative solutions for clients in the government sector, including organizational development and sustainment.

CECOM LOGISTICS OPERATIONS CELL (LOC), U.S. ARMY.

Supported top level executives and military personnel maintaining calendars, email, and wide range of support activities to top level civilian

and enlisted military personnel. Scheduled global travel activities, provided itineraries, and prepared expense reports. Compiled, prepared,

reviewed and published a wide range of documents, presentations, and spreadsheet’s for weekly briefs, and other operational requirements

submitted to the Government Accountability Office and Executive Branch. Prepared and managed classified and unclassified reports, charts

and tables regarding operations, staffing changes, and deployments. Managed wide range of projects with expertise in procurement, inventory,

and life cycle logistics. Analyzed and compiled variety of reports from PBUSE, DPAS, LMP. Promoted organization image through the

development of public relations. Developed and maintained architects for Knowledge Center Research Oversaw new staff members on

security, compliance, and ADP/IT needs, ensuring all equipment, building security access, and CAC verifications are completed. Established

and maintained tracking, assignments, and repair of procedures to ensure compliance with government contracts.

Supervised administrative staff of 25 direct reports

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Prioritized critical work flow, oversaw completion maintaining deadlines.

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Train staff on new policies, procedures, and software.

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Managed procurement of office equipment/supplies.

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Managed facilities

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Managed vendor contracts/performance

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COASTAL DREAMS BUSINESS SOLUTIONS, Eatontown, NJ 2006 2009

A business development and travel incentives company, providing event planning, group travel logistics.

DIRECT SALES

Established and grew business from ground up, providing assistance to small business owners in the development of incentive programs, fund

raisers, and trade shows. Performed client, vendor, and distributor relationships. Provided comprehensive training and development for new

distributors. Business sold in July 2009 to pursue other opportunities.

BUSINESS IMPACT:

Streamlined business processes through the implementation of an automated virtual office to drive business growth.

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Communicated with logistics support marketing resources, providing development of data mining and SEO strategies.

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Identified quality sales candidates, established continuing education program mentoring staff to exceed revenue goals.

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BANK OF AMERICA, CORPORATE INSURANCE AGENCY, Cranford/Manasquan, NJ 1998 2006

A major financial organization.

OFFICE SERVICES SUPERVISOR, SENIOR EXECUTIVE ASSISTANT SALES & MARKETING

Performed lifecycle logistics for large and small events across New England. Provided direction and supervision of staff, performed contract

negotiations, negotiated budgets, and procurement of printed marketing materials and promotional items. Charged with providing

administrative support for senior business executives, including time management, travel planning, developing business proposals, and

managing documentation. Assisted clients in creating employee handbooks and crisis management plans. Planned, coordinated, and managed

all staff activities to ensure achievement of all logistics and operational goals.

BUSINESS IMPACT:

Created a comprehensive employee handbook and Crisis Management Plan by partnering with Legal, Compliance, and Risk

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Management teams.

Negotiated lease of business space, procurement of office equipment and furniture, facilities management and hiring of

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administrative staff during office expansions and relocations.

Designed and delivered effective cross training procedures between departments, creating an internal backup of resources as

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required.

Negotiated with third party contract recruiters, identifying potential candidates for sales, technical, and administrative functions.

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Conducted pre qualification interviews, testing, and verified applicable licensing. Made recommendations to senior management for

final selection.

Jennifer Bilodeau

Led 25 staff members in the facilitation of HIPPA training initiatives with 13 locations across 9 states in 8 days and 15,000 attendees

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with a $500K budget. Efforts included site selection, vendor contract management, selecting temporary staff, and procurement of

marketing materials and products. Project was $150K under budget.

EDUCATION TRAINING MEMBERSHIPS

Bachelors Business Management, American Military University, Charles Town WV

National Society of Collegiate Scholars, Dean’s List (Multiple), Sigma Delta Beta Honors, Golden Key Honors

Associate Business Administration, AMERICAN MILITARY UNIVERSITY, Charles Town, WV

Dean’s List

Project Management Professional, Rutgers Business School

Homeland Security Certification, American Military University

Awards:

Outstanding Achievements, US Army Communications Electronics Command Logistics and Readiness Center, 2011

Outstanding Performance Award, Log Sec (CSC), Q1, 2009

Outstanding Assistance Recognition, U.S. Army Communications Electronics Command Logistics and Readiness Center, 2008

Fleet Stars Award: Training, Organizational Development and Workflow

Fleet Stars Award: Special Events and Conference Management

Professional Affiliations

Society Human Resources Management ~ National Association of Female Executives

Other Accolades

Developed Career Management Support Group

Provide Linked In/Resume Assistance/Career Planning through various Jersey Job Clubs

Recruiting, Training and Organizational Development, North American Power

Publications

Job Seeking and Social Media Management, Dig This Real, Issue 53

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