Customer Service Manager
Resume:
Raelyn Hardeman Durham
Jacksonville, FL ************@*****.***
Education MBA/ Human Resource Management, University of Phoenix
March 2014
Masters/ Education Curriculum and Instruction, University of
Phoenix November 2011
Bachelors/ Supervision and Management, Florida State College at
Jacksonville May 2010
Areas of
Expertise Employee Relations HR Compliance
Training & Development Positive
Communications
Organizational Development Program Development
Policy Design Process
Improvement
Staff Recruitment & Retention Conflict Resolution
Compensation and Benefits
Professional Episcopal Children's Services
Experience Manager of School Readiness-Education, August 2011-Present
Provide direct supervision to Education staff (payroll,
leave, mentoring, staff reviews-interim & annual, development
plans, contract and grant compliance, etc.)
Create content, plan, coordinate and facilitate training of
the education staff and area child care providers.
Creating, updating and developing policies and procedures for
Education dept.
Development of content for Blackboard modules and trainings
Conduct interviews, onboarding of new hires
New hire departmental training, follow up and review
Instrumental in selection and implementation of Applicant
Tracking System (HRIS)
Create staffing and training plan
Research and present written and oral presentations to Senior
Management
Organize and participate in job fairs and recruitment
initiatives
Experience with EEO-1 and AAP reporting, FMLA and benefit
analysis
Tomorrow's Leaders Learning Center, Jacksonville, FL
Director of Operations/Owner, March 2006 - July 2011
Supervising and supporting staff, interviewing and hiring
qualified staff, staff development plans and providing
orientation/ ongoing training
Develop /maintain scheduling, payroll processing, annual
budget and benefits package, develop/update personnel and
operational procedures
Employee relations, career counseling, formulate company
mission and goals
Create developmentally appropriate curriculum/Positive
behavior management plans and learning centers
Oversee fundraising activities and managed funds obtained,
marketing
Community outreach
ADT Security, Jacksonville, FL,
Account Service Rep and Quality Auditor, July 2001 - May 2006
Received incoming calls regarding billing/account maintenance
Coach and mentor new hires
Monitored & graded the performance of Special Ops team &
customer service reps
Facilitated team meetings, Supervisor call backs/takeover
calls
Quality assurance auditing
Bellsouth Mobility-Cingular Wireless, Jacksonville, FL
Customer Ops Assistant Manager, August 1999 - July 2001
Coached new hires
Handled manager escalation calls and resolved complex issues
for customers
Maintained logs of team statistical information and
distributed feedback regarding performance
Created special bulletins and projects to encourage team
engagement
Received billing dispute and phone programming calls from
customers and sales representatives
Professional Professional in Human Resources (PHR)
Certificatio
ns
Computer Proficient in the use of Microsoft Word, Excel, PowerPoint,
Skills Publisher, Access, Outlook Microix, My Staffing Pro,
Blackboard, Alert Now and Moodle
References Dr. Roy Singleton
Professor
University of North Florida, Edward Waters College
Telephone: 904-***-****
********@*******.***
Y'Shakaa Farmer
Adjunct Professor
Strayer University
Telephone: 678-***-****
************@*****.***
Raijah Hayes
Director of Grants and Project Accountability
Schultz Center for Teaching and Leadership
Telephone: 904-***-****
*********@*****.***
Contact this candidate