Customer Service Sales
Resume:
Elk ridge, M D
J OCELYN SWARM Jocelyn.Swa **@*****.***
H uman Resources/ Communications
P rofessional
O bjective To obtain a position within a companywhich will require me to utilize my
communication and creative skills, abilities and experience.
• Respected builder and leader of customer-focused teams. Instilled a shared, enthusiastic commitment to
customer/ employee relations as a key driver of company goal achievement.
• Internal Communications improved and reorganized internal communications and practices in order to
improve employee relations and retention within a corporate organization.
• Marketing and promotional development planned, designed and executed multifaceted marketing and
promotional campaigns. Increased market area awareness and brand development creating a unique signature
to differentiate the business and nurture brand mystique and customer word-of-mouth promotion.
Encouraging Demand Awareness Corporate Development & Training
A reas of
Employee Relations Customer Satisfaction Enhancement
E xpertise
Customer Service Management Sales & Margin Improvement
Complaint Handling & Resolution Event and Promotional Planning Image
Communication Corporate Communications
Structure/Organization Teambuilding Public & Media Relations
& Training Web &Print Content Development
New Business Client Development
Illustrator, Photoshop, InDesign, MS Office (Word, Access, Excel, PowerPoint), Fireworks,
Technology
SharePoint management, ADP, Ultra employee tracking.
Towson University- Towson, Maryland May 2011
Education
Bachelor of Science, Communication Studies
PHR Certification Pending exam January
October 2012-Present
Code 3 Security & Protection
Experience
Services, Inc.
Director of Human
Recourses
• Promoted to Director from Specialist
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within 3 months.
• Trained and Manage 3 other Human
Resource Specialists for a company
that operates in MD, DC, VA, DE and
FL with over 600+ employees.
• In control of managing all hiring,
staffing and terminations.
• Drafted an Employee Handbook that
complied with state and federal
employment regulations, as well as
company rules and regulations.
• Responsible of Recruitment programs
and events.
• Directly accountable for a 75%
increase in new hires and 25%
decrease in termination.
• Review all exit interviews in order to
develop internal company changes to
decrease employee turnover.
• Created employee training manuals/
programs for all levels including
management.
• Ensure that company remains
compliant with all State and Federal
Employment Laws.
• Created company documents to be
used in the field in ensure all record
keeping was compliant with state and
federal laws.
• Track Company equipment/ weapon
inventory and ensured that company
remained compliant with all laws
regarding weapon disbursement.
• Work closely on limiting wrongful
terminations, unemployment,
harassment and workers compensation
claims.
• Represent company at all
unemployment hearings.
• Maintain and update all employee
personal folders with complete
confidentiality.
• Created a more organized and efficient
system in which current HR
department operates.
• Act as liaison between employees and
other offices such as payroll and
information services.
• Investigate and resolve employee
relations issues.
• Work closely with payroll in
determining salary and wage
February 2012-January 2014
promotions.
• Assist potential employees in the
process of obtaining their appropriate
credentials as a security guard.
• Maintain that company and employees
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retained and renewed all required
licenses.
• Work directly with owner on company
structure and training.
• Create and provide sales staff with
new and creative marketing material.
Freelance
Copywriting/Marketing
Consulting
• Rebranded agents image from local
real estate agency, including social
media awareness, social media
campaigns, created brand consistency
in business cards, ad campaigns, signs,
pamphlets, and direct marketing
• Serve as a copywriter for
advertisements, direct mail campaigns,
brochures, and pamphlets.
• Preformed ongoing market research
and demographic profiling to
capitalize on successful markets.
December 2011-
American Office-Baltimore, Maryland; Washington D.C.
February 2012
Communication Coordinator/ HR Assistant
• Planned promotional and charity events for sales representatives.
• Planned networking events for company.
• Worked on improving internal communication.
• Managed social media networks.
• Wrote and distributed press releases.
• Assisted Human Resource department.
July 2011-
SITEC Consulting-Baltimore, Maryland
November 2011
Communication Specialist/ Recruiting
• First in Position, hired part-time and was promoted within one month to full time
and salary.
• Designed, produced, and distributed company internal Newsletter.
• Managed communication between executive level and on-site employees.
• Wrote and distributed press releases for company milestones.
• Developed and managed a system to improve recruiting within company.
• Managed company image on all social media outlets.
• Maintained PR section of website and secure portal.
• Created and discovered new tactics to promote a government agency to the
community.
• Wrote and applied for awards to enhance company image.
• Successfully implemented new ways in which company culture could be enhanced,
creating greater employee involvement.
Sr. Bartender & Server for National 004-2011
2 & Local
Restaurants
• Sought and obtained positions which
conformed to my educational schedules
allowing me to pursue my academic goals
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and to practice and develop customer service,
marketing and promotional skills.
RE FERE NCES AVAI LABLE UPON REQUEST
A VAI LABLE R E LOCAT IO N & T RAVEL
F OR
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