Customer Service Sales
Resume:
R ICHARD
H IC HENS
*** ******* *****, *********, * H 44281 ( C) 330-***-****
r ***********@*****.***
P rofessional Summa ry
Understanding Human Resources Generalist adept at managing a wide range of employee relations issues. Expertise in
problem solving and mediation. Extensive background in training and development and full cycle recruiting.
Ski lls
Recruitment/staffing Benefits administration
l l
Interviewing Training programs development
l l
Employee coaching Business mediation
l l
Performance management systems FMLA comprehension
l l
Compensation and benefits Termination procedures
l l
New employee orientations Trained in FMLA/ADA/EEO/WC
l l
Work H istory
Director of Talent Acquisition
APM Management – P epper Pike, OH 05/2014 t o Current
l Supported management in developing and implementing personnel policies and procedures.
l Hired employees and initiated the new hire paperwork process.
l Explained all of the human resources policies, procedures, laws, standards and regulations to each employee.
l Tracked key dates and deadlines and maintained specific personnel lists.
l L ed the creation of recruiting plans for all open positions which includes 20 locations.
l P osted positions through approved recruitment channels.
l P re - screened all resumes prior to sending them to corporate hiring managers for consideration.
l Helped implement an ADP system upgrade.
l Tracked candidates and pushed for feedback on disqualifications, time - to - fill statistics and other variables.
l Strengthened company's business by leading implementation of talent acquisition.
H uman Resources Business Partner
– Cleveland, OH 2012 to 2014
National General I nsurance
l L ed a comprehensive training and support for 550 staff members across multiple locations nationally.
l Conducted job analysis and job evaluations, resulting in quality job specifications.
l Developed innovative new - employee orientation programs, including safety training.
l Updated key human resource metrics, including turnover and terminations, using reporting tools on the HRMS
database.
l P rocessed unemployment claims and acted as the company representative at unemployment hearings.
l Educated and advised employees on group health plans, voluntary benefits and 401(k) retirement plans.
l Resolved employment - related disputes through proactive communication.
l Screened all applicants based on their qualifications and background. Full cycle recruiting.
l Developed and enforced company policy and procedures relating to all phases of human resources activity.
Senior Recruiter
Farmers I nsurance – Cleveland, OH 05/2011 t o 0 1/2012
• l P re - screened all resumes prior to sending them to corporate hiring managers for consideration.
l F acilitated all new employee orientations to foster a positive team attitude.
l Partnered with local organizations and universities for engagement and interest in jobs offered in their community.
l Tracked candidates and pushed for feedback on disqualifications, time - to - fill statistics and other variables.
Hired employees and initiated the new hire paperwork process.
l
Served as company representative at job/career fairs to promote company objectives.
l
S ales M anager
F inance M anager
– Cuyahoga Falls, OH 04/2007 t o 0 5/2011
Ron Marhofer Auto Family Inc.
l Trained, coached and mentored staff to ensure smooth adoption of new program.
l Implemented innovative programs to increase employee loyalty and reduce turnover.
l Responded to all customer inquiries thoroughly and professionally.
l Greeted customers in a timely fashion, while quickly determining their needs.
l Conducted job analysis and job evaluations, resulting in quality job specifications.
l Developed and facilitated all new - hire orientations.
l Developed and enforced company policy and procedures relating to all phases of human resources activity.
l Managed Used Car Inventory and Finance Office . Maintained profitability for the dealership.
Branch Manager
Key Bank – Cuyahoga Falls, OH 01/2006 t o 0 4/2007
l Increased new bank relationships within the local community 50% by executing quarterly promotions.
l Oversaw a branch team consisting of 5 customer service representatives and 3 personal bankers.
l Recommended loan approvals and denials based on customer loan application reviews.
l Originated, reviewed, processed, closed and administered customer loan proposals.
l Submitted loan applications to loan underwriter for verification and recommendation.
l Complied with regulatory requirements including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot
Act, Privacy Act and Community Reinvestment Act.
l Maintained friendly and professional customer interactions.
l Business to Business Sales
Branch Manager
US Bank – Aurora, OH 01/2005 t o 0 1/2006
l Oversaw a branch team consisting of 3 customer service representatives and 3 personal bankers.
l Received superior customer service satisfaction scores for 3 consecutive quarters.
l Recommended loan approvals and denials based on customer loan application reviews.
l Originated, reviewed, processed, closed and administered customer loan proposals.
l Complied with regulatory requirements including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot
Act, Privacy Act and Community Reinvestment Act.
l Maintained friendly and professional customer interactions.
l Assessed clients' financial situations to develop strategic financial planning solutions.
l Selected investments based on quantitative analysis of stock performance, financial ratios and financial reports.
l Business to Business Sales
Sales M anager
Best Buy – A kron, OH 04/1997 t o 1 2/2004
l Interviewed job candidates and made staffing decisions.
l Managed staff of 50 sales associates, 4 team leaders and 4 assistant managers.
l Assigned employees to specific duties to best meet the needs of the store.
l Reordered inventory when it dropped below predetermined levels.
l Instructed staff on appropriately handling difficult and complicated sales.
l Hired, trained and evaluated personnel in sales and marketing.
l Examined merchandise to verify that it was correctly priced and displayed.
l Scheduled and led weekly store meetings for all employees.
l Increased profits through effective sales training and troubleshooting profit loss areas.
l Trained and developed new associates on POS system and key sales tactics.
l Conducted store inventories once per quarter.
Education
B achelor of Arts: Organizational Management/Psychology
Ashford University - Des Moines, IA 2009
A ffiliat ions
National SHRM Member
Contact this candidate