Customer Service Manager

Rebecca Long Philadelphia PA ***** * ********@*****.*** * 267-***-****

Executive Summary

Five years comprehensive Human Resources experience including internal and contractor recruitment,

policy communication strategies, conflict resolution, labor relations and change management. Excellent ability to

address and implement strategic plans for talent acquisitions, retentions and successions. As well as

knowledgeable skills in labor and employment laws and excellent ability initiating cost containment strategies,

resulting in significant savings.

Expertise In:

Operations Management Training and Development Employee Relations

Harassment/EEO Compliance Policy Design & Administration

Professional Experience

PM UNO Corporation, Conshohocken, PA

Senior Operations Manager, February 2011 - Present

• Maintain a low employee turnover rate of 2% or less

• Consistently maintain labor cost at or below budget

• Review Profit & Loss Statements to make decisions improving bottom line costs

• Analyze business needs for recruitment opportunities and work with internal and external resources to

hire experienced professionals

• Perform high-level interviews for all recruitment prospects and job skills

• Conduct all orientations for new hires, ensuring all paperwork is accurate and complete

• Coach and develop new managers hired through the New Manager Program to ensure successful

regional leadership

• Guidance of all managers to review company policies & procedures so as to encourage employees to

maintain and surpass company standard

• Communication with the management team to identify and resolve all performance issues

• Review employee performance evaluations completed by the management team

• Consult with employees to discuss performance evaluations, answer questions / concerns, and ensure

open lines of communication

• Review and provide a plan of action on potential violators of company rules and regulations

• Review and analyze results from annual employee satisfaction surveys and provide management

summaries and recommendations

Assistant Operations Manager, June 2010 - February 2011

• Multiple administration functions including but not limited to:

Processing new hire paperwork, terminations of employment, preparing input for payroll,

maintaining employee files and handling time sensitive documents and information.

• Responsible for the development of all employees; ensured that all employees were properly trained for

their positions.

• Completed employee performance reviews.

• Rebuilt and reorganized existing team to become more productive and steadily increased business profit

and sales.

• Responsible for addressing employee issues and concerns.

• Responsible for increasing and decreasing staff according to company policies.

Customer Service, May 2006-June 2010

Skills/Knowledge

Excellent verbal and written communication skills; Strong attention to detail

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Ability to prioritize and multitask in a fast paced environment

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Ability to work effectively with all levels of employees and management

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Proficiency with MS Word, Excel, PowerPoint, Quick Books

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EDUCATION Bachelors of English Literature and Analysis at Penn State University Abington Pa

References available upon request.

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