Customer Service Manager

Skills Profile

o ** years of experience building and maintaining a diverse, high quality

workforce with experience in a Union and Non-Union environments.

o Multi-regional expertise in principles and procedures for planning and

executing personnel recruitment, selection, training, coaching,

compensation and benefits, labor relations and negotiation, and

personnel information systems, principles involved in the strategic

planning and resource allocation.

o Proven record of successful high volume multi-regional talent

acquisition, providing consulting support, performance metrics working

closely with leadership understanding their challenges and goals.

o Wide knowledge of programs, regulations and compliance pertaining to

the HR applications such as State and Federal Labor law, FMLA, OSHA,

DOT, HIPPA and SOX Compliance (Sarbanes-Oxley Act)

o Over 10 years experience with traditional and non-traditional talent

acquisition programs and talent tracking programs such as Oracle

PeopleSoft HRIS, TempWorks, PeopleClick. Avionte, Time IPS, Kronos, MS

Office Suite.

o Bilingual English and Spanish (Very fluent reading, writing and

speaking English and Spanish)

Work History

Regional Manager: Dec 2010- Present, The LSI Corporation (Texas)

o Partner with several industries in the region such Manufacturing,

Logistics, Health Care Industry, Transportation, Food Service, etc.

Always maintaining an exceptional low employee turnover and an

unmatched high level of service.

o Business Development and interfacing with State and Local government

agencies and community organizations

o Leading and managing the entire business operations in the Texas region

serving several companies in the group of professionals in the planning

and execution of recruiting methods by maintaining at all times

companies' integrity.

o Client retention, client acquisition and recommendations based on

employee surveys and exit interviews.

o Budget management, business performance metrics, investment decision

making

o Proven record of having the lowest lost time accidents and Workers Comp

expenses in a multiregional Company by screening employees for safe

work habits, training and commitment. Accident Investigation and

solution policy implementation.

Human Resources Manager: Jan 06-May2010, Dickies Medical Uniforms

(Farmers Branch, Texas)

o Managed the overall provision of Human Resource services, policies, and

programs for a workforce of over 250 employees.

o Responsibilities included: Recruiting and staffing; workforce planning,

organizational and space planning; performance management and

improvement systems; organization development; employment and

compliance to regulatory concerns; employee orientation, development,

and training; policy development and documentation; employee relations;

company employee and community communication; compensation and benefits

administration; employee safety, welfare, wellness and health;

charitable giving; and employee services and counseling.

o Safety training, OSHA requirements maintaining low accident rate.

o Professional translation services for company documents.

Regional Human Resources Manager: Jul 02-Jan 06, Lemus and Associates

(Texas, Louisiana, Oklahoma and California)

o Responsible for staffing multistate projects simultaneously with Field

Engineering, Field Supervision and Construction Management personnel.

Projects ranged from private remodels and new construction to

commercial remodels and new construction.

o Assisted with the development and implementation of recruitment and

staffing processes for the region including development and maintenance

of tools

o Provided hire and placement recommendations including appropriate

salary and classification

o Extended verbal offers to external candidates and guided applicants

through the hiring process

o Assisted management with Annual Reviews, Performance Management

Processes, annual talent review, ranking and salary planning programs

o Prepared, reviewed and distributed personnel documents for Hires,

Transfers, Leave of Absences and Terminations in accordance with

policies

o Routed and reviewed internal and external applicant resumes with

projects and Hiring Managers

o Assisted employees with visa and immigration requirements and inquiries

o Prepared personnel reports utilizing Business Objects and Excel spread

sheet for monthly metrics and weekly staffing reports

o Analyzed statistical data and reports to identify and determine causes

of personnel problems and develop recommendations for improvement of

organization's personnel policies and practices.

o Analyzing training needs to design employee development and health and

safety programs, conducting exit interviews to identify reasons for

employee turnover, developing, administering and evaluating applicant

tests, identifying staff vacancies and recruiting, interviewing and

selecting applicants.

HR Manager and Government Contracts Compliance Officer

May 95-Nov. 00 American Institute of English (El Paso, Texas)

o Hired 125+ highly qualified personnel for a variety of key

professional, office and management positions, achieving a 98% employee

retention rate.

o Partnered with all levels of management including CEO, Campus Directors

and State Programs representatives such as Texas Workforce Commission,

Prep and Pic personnel, collaborating on recruitment, compensation, job

evaluation, training requirements and employee relations.

o Delivered compliance training on sexual harassment and corporate code

of conduct as well as workplace violence training for existing and new

hire populations.

o Established a source of reference to be utilized in delivering

disciplinary action.

o Managed and oversaw all human resource-related policies, including

Family Medical Leave Act (FMLA), Leave of Absence and Small Necessities

Leave Act, ensuring compliance evidenced by minimal corrective actions

identified.

Education

o BS Business Administration UACH University

o Region 19 High School

Activities/Memberships

Instructor (Volunteer): March 2010- March 2011. The Ladder Alliance (Fort

Worth, Texas)

o Teaching Keyboarding, Microsoft Applications such as Word, Excel, Power

Point and Internet usage, application and research to adult students.

Former member of El Paso, TX Chamber of Commerce

o Acquired great knowledge on business management by attending seminars

on sales strategies, customer service, recruiting strategies and how to

get the best out of your employees

o Attended several seminars on diversity management skills, Customer

Service and Sales

Former member of Toast Masters of America [pic]

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