Customer Service Human Resources

Felicia L. Baisden, M.S.

**** ******** ***** - ********, ******* 30268

Phone: 678-***-**** - Email: **************@*****.***

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Senior Human Resources Professional

Strategic Planning ~ Employee Recruitment ~ Business Operations

Experienced in human resources management with proven abilities in

operations to include: recruitment, selection, staffing, professional

development, employee retention, and employee morale. Garnered extensive

supervisory or managerial experience coupled with excellent work ethic and

organizational skills.

SUMMARY OF QUALIFICATIONS

. Certificate of Achievement in Human Resource from Strayer University

. Expertise in the development of trainings and employee morale

tactics to improve individual and departmental goals.

. Over ten years of customer service and administrative support

management experience to include the planning, coordination, and

implementation of the departments values, visions, and culture.

EMPLOYMENT HISTORY:

OPERATIONS MANAGER 2010 -

Present

Hire Dynamics, College Park, Georgia

Establishes and maintains policies and procedures that align with the

organization's overall goals and objectives. Serves as liaison between

clients and employees while building and maintaining relationships with

current and potential clients. Directs specific human resources and

management activities while determining client needs and appropriate staff

to accomplish objectives. Ensures a positive working and learning

environment for personnel and new hires to achieve and maintain company's

core values.

. Supervises internal staffing personnel

. Achieves successful internal communication strategies to implement

throughout the Hire Dynamics team.

. Implements standards of performance, safety policies and procedures

and makes policy changes as necessary.

. Increases the use of services within the regional industrial account

base.

. Achieves budget profitability.

ASSISTANT TRAINING SUPERVISOR 2009 -

2010

Fulton County Emergency Communications, Atlanta, Georgia

Planned, organized, directed and evaluated the work of personnel while

providing daily operational assistance in emergency communications to

include accounts payables, accounts receivables and requisitions. Responded

to queries and implemented issues resolution tactics raised by staff and

customers relevant to account management. Monitored ongoing critical events

throughout the region and assisted with monitoring emergency

communications.

. Developed and disseminated correspondence, memos, announcements,

reports, and other departmental documents to internal audience.

. Assisted with preparing and managing assigned departmental budget.

. Represented Emergency Communications department at events, meetings,

and conferences.

. Conducted new employee orientations and managed new employee hiring

and recruitment efforts.

ENGLISH & BUSINESS EDUCATOR 2008 -

2012

Fulton County Schools, Atlanta, Georgia

Developed and implemented appropriate instruction to improve student

understanding of business practices. Delivered the skills and knowledge

necessary for students to function as responsible citizens in the business

world. Created projects designed to enhance the learning and understanding

of English and Business.

. Instructed content and skills in English language, literature, and

composition, as well as in reading and journalism to high school

students, utilizing the course of study adopted by the Board of

Education.

. Educated students in citizenship, basic communication skills, and

other general elements of the course as specified in state law,

administrative regulations, and procedures of the school district.

. Determined appropriate books and instructional aides appropriate to

the interest and comprehension level of students.

. Provided individual and small group instruction in order to adapt the

curriculum to the needs of each student.

. Provides remedial programs for students who have not achieved language

competency commensurate with their potential. Encourages students to

think independently and to express original ideas.

. Evaluated and prepared student learning progress reports.

OFFICE MANAGER/PRODUCT SUPPORT SPECIALIST 2002 - 2008

Cowin Equipment, Atlanta, Georgia

Administered customer support and service to customers and clients that

encompassed product categories. Supported all aspects of Cowin technician

needs requiring knowledge and understanding of products, equipment, and

parts. Developed sales strategies for maintaining and further penetrating

existing client relationships to include pre-call planning and post-call

follow up activities.

. Generated invoices for shipments from factories and vendors.

. Maintained and updated company's master files with daily updates and

reported to accounting personnel.

. Executed market sales and service strategies.

. Performed proactive sales calls on existing customers and prospects.

. Actively sought business opportunities through referrals from existing

client relationships.

. NDS Software, Windows XP, Microsoft Outlook, Daily Typing Skills - 90

WPM.

CUSTOMER SERVICE COORDINATOR 2000 - 2002

Burch-Lowe Inc., Atlanta, Georgia

Managed diverse administrative functions to include: financial

control/budgeting and consolidation, personnel processes, audit/compliance,

and coordination of projects for sales, rental, and parts departments.

Regularly consulted with senior management to craft and finalize

presentations while also defining and managing projects that encompassed

and impacted the department and personnel.

. Confirmed all purchase requisitions.

. Utilized NDS software, Lotus Notes

EDUCATION:

HUMAN RESOURCES CERTIFICATION, Executive Master of Arts Program, 2012

Strayer University, Atlanta, Georgia

MASTER OF SCIENCE, (M.S) Business Administration, 2011

University of Phoenix, Marietta, Georgia

BACHELOR OF SCIENCE, (B.S) Business Management, 2009

University of Phoenix, Marietta Georgia

Contact this candidate