Customer Service Training
Resume:
TAMARA B. MAYS
**** ******* ******, *******, ** *0349
************@*****.***
PROFESSIONAL SUMMARY
Human Resource Manager offering more than 10 years of experience in human resource management, recruiting,
classification and compensation, communication, training and employee development, performance management, and
employee relations. Conducted and participated in classification and compensation/salary studies to understand market
compensation trends. Successful proven track record in: recruiting, classification/compensation, employee relations, training
and curriculum development; while managing performance management and recognition activities for an organization of
approximately 6,500. Facilitated a variety of classes to include, performance management, employee rewards, new employee
orientations, customer service, management training and trainings to introduce new system applications (i.e. NEOGOV and
FAST), consisting of 15 70 employees on a quarterly basis or as requested. Utilized PeopleSoft to update and makes changes
regarding salary, job description and position management throughout DeKalb County Government. Possess a
comprehensive background in market research, background verification, facilitation, and serving a representative for DeKalb
Count Human Resources at local career fairs derived from more than six years of working in the DeKalb County Human
Resources department; while being promoted from a Human Resource Generalist II to Human Resource Manager. Career
supported by a Masters of Business Administration and a Bachelor of Science in Public Relations.
• Customer Service • •
Interviewing Techniques Performance Management
Policy Implementation
• Collaborate with • MS Office Suites •
Governmental Agencies • Operational Procedures Screening/Sourcing Resumes
•
• Employee Rewards and • Organization/Employee Strategic Planning
•
Recognition Development Talent Acquisitions
•
TECHNICAL SKILLS; Acorde/Optika, FAST, OHM, Oracle, PeopleSoft and NEOGOV
PROFESSIONAL EXPERIENCE
DeKalb County Government, Decatur, GA 2008 – Present
Human Resource Manager (Organization and Employee Development)
Develop training curriculums and facilitate on a quarterly basis pertaining performance management, employee rewards,
management, customer service, to 15 70 employees; ensuring employees and managers understand and are well equipped to
support the County’s strategic priorities.
• Manage a budget of $160K for the training division; while providing a variety of training for approximately 6,500
employee county wide
• Build and maintain excellent working relationships with County department heads, executive leadership
team and personnel from other local jurisdictions to ensure County training needs are established and met
• Conduct needs assessments for training; revise current and develop new training curriculums and seek
external training opportunities for employees
• Conduct countywide reoccurring training on soft skills, and demonstrations on NEOGOV applicant
tracking system
• Write scopes of work and requests for proposals to secure consultants for potential training classes
• Manage consultants who provide specialized trainings i.e. computer courses
• Revise the County’s performance management tool; develop and implement employee rewards program and
coordinate annual and quarterly recognition events
• Write new and revise existing job descriptions/classification specifications; conduct salary surveys and
recommend salary grades for new classifications
• Utilize PeopleSoft 9.1 and NEOGOV to track, review and evaluate applications to determine eligibility
• Review applicant work history, education, and training; verify references, conduct background checks, and
utilize motor vehicle request to check driving history
• Conduct internal equity evaluations to set appropriate salary for new hires
• Coordinate and conduct panel interviews for new hires in Human Resources, and participate in interview process for
various county departments
TAMARA B. MAYS Page 2
• Prepare written correspondence, conduct focus groups and present to executive leadership team on various
topics
• Administer police written and physical agility tests to determine candidate eligibility
• Serve as County representative at local career fairs
• Schedule and conduct employee appeals hearings to ensure employees are have an opportunity to refute disciplinary
actions taken against employees
• Communicate with and serve as liaison between DeKalb County and ADP/Georgia Department of Labor to
coordinate unemployment claims and hearings
• Serve as County Administrator for the NEOGOV applicant tracking systems
Robert Harris Homes, Woodstock, GA 2004 – 2008
Warranty/Construction Service Administrator
Managed how many sub contractors, builders, warranty service representatives; obtaining necessities for the building
process, i.e. utilities and permits.
• Conducted bi weekly construction and warranty meetings to ensure builders and warranty personnel were meeting
established deadlines
• Built and maintained good working relationships with executive leadership, vendors, sub contractors and
homeowners to ensure the ease of building, maintaining and selling inventory
• Served as liaison between Senior Staff, vendors, sub contractors and homeowners; ensuring the home
development process was within the scheduled time while managing sub contractors
• Worked closely with local utility provided to connect and disconnect utilities
• Maintained a weekly backlog of reports for Senior Executive Staff; including inventory
• Managed and maintained files for vacant lots, homes, and homes occupied for two years or less
• Coordinated pre closing walk through and three and eleven month warranty checks
• Manage customer satisfaction survey’s from homeowners
• Approve and process sub contractor invoices for payment
• Posted vacant positions on local construction website and external publications; seeking new employees
• Developed and maintained relationships with staffing companies in order to seek employees for positions
• Reviewed applications and resumes; ensuring all potential candidates met minimum requirements
• Managed and conducted interviews for approximately 1 5 candidates on a monthly basis
• Conducted employee training for 5 10 employees on a monthly basis on customer service/relations and the
implementation of the new FAST system and seek external training opportunities
EDUCATION
University of Phoenix, Master of Business Administration, Phoenix, AZ
Florida A&M University, Bachelor of Science in Public Relations; Minor in Social Work, Tallahassee, FL
TRAINING
SHRM/HRCI Classes for PHR certification
PROFESSIONAL AFFLIATIONS
Society of Human Resource Management, Atlanta, GA
COMMUNITY SERVICE
Future Foundation – Mentor
National Coalition of 100 Black Women, Metro Atlanta/Teens on the Move – Member/Mentor
Tallahassee Urban League – Mentor/Counselor
References and salary are available upon request
Contact this candidate