Customer Service Manager

KAREN BUCK

Ontario, California 909-***-**** ********@*****.***

Human Resource professional with 5+ years of generalist and management experience. Worked closely and

effectively with employees at diverse levels. Demonstrated commitment to leadership through positive

contributions in boosting employee morale, improving retention, and streamlining policies and procedures.

Experience in ADP software and will be taking the PHR exam in May.

EDUCATION

• Master of Management (minor: Public Administration), University of Phoenix, AZ

• Master of Business Administration, University of Phoenix, AZ

• Bachelor of Science, University of Mary Hardin-Baylor, Belton, Texas

• Grant Writing Certificate Chaffey College, Rancho Cucamonga, CA

PROFESSIONAL EXPERIENCE

BR MERCHANT SERVICE, Simi Valley, CA Feb 2014 – Jan 2015

Human Resource & Operations Manager

Prior of me being hired, the company did not have a human resource department. In a short time, I was able to

create policies and procedures, job descriptions, employee handbook, and make sure they are compliance with

the federal and state regulations concerning labor laws.

• Full-cycle recruitment; recruit qualified candidates, review applications/resumes, interviews to match

applicants with specific job requirements and conduct background & reference checks

• Prepare offer letters, agreements and new hire paperwork for new hires and consultants

• Manage timesheet/payroll approval process for employees and consultants

• Create policy and procedure updates to promote consistent practices

• Authored company’s Employee Handbook

• Assure compliance with EEO, OSHA, Affirmative Action and FCC laws and regulations.

• Manage employee group benefit plans; manage COBRA Compliance notifications to all new hires and

qualifying events. Ensure Cobra compliance for all newly eligible employees and employees leaving the

company

• Conducted exit interviews/ terminations, prepared severance packages, requested checks and collected

company materials

E-CIG COMPANY, Rancho Cucamonga, CA Sept 2012 – Feb 2014

Executive Manager/ Human Resource Adminstrator

E-Cig Company is a multi-million dollar China Company that opened a US manufacturing and distribution center.

I was hired to start the company from the ground up. In less than three months, I successfully hired all the

employees and trained them; authored all policy and procedures manuals; including Employee Handbook,

Customer Service Manual, Safety Manual, Training Manuals, job descriptions and pay scales. I also set up the

company to use ADP. Operationally responsibilities, I was able to maintain all the proper permits and licenses to

manufacture products; negotiate the lowest cost, but the best quantity for raw goods and supplies, make sure we

were operating under budget and met all manufacturing deadlines. In the first year, there were over $2Million in

sales, which I personally closed $500K in B2B & B2C Sales!

• Ran all facets of the company’s operations. Including, Human Resource; Customer Service;

Marketing; B2B/B2C Sales; Manufacture & Warehouse Departments, and vendor’s management

and contracts.

• Responsible for the entire Human Resource Department: payroll; posted positions on online job

boards; reviewed resumes; interviewed potential clients; conducted employee reference check;

hired employees; new employee orientation and procedures; evaluated staff; developed &

conduct staff trainings; file workman’s comp claims; EDD; OSHA related issues; and termination

process employees (at-will per the owner to poor performance)

• Assured compliance with EEO, Affirmative Action and FCC laws and regulations

• Prepared new hire paperwork including I-9 completion and E-verify process

• Authored Employee’s Handbook, Business Plan; Marketing Plan; Customer Services’ Policy and

Procedure Manual; Safety Policy & Procedure Manual; New Employee’s Manual; and each job

description & job scale.

• Investigate allegations of harassment, discrimination, policy violations, and misconduct; create

investigative reports, and make evaluations

• Interacted with Finance and Accounting to identify and resolve payroll & finical discrepancies

• Trained all staff in safety and their department responsibilities

• Made all executive decisions while the owner of the company was in China for several months at

a time.

• Worked very closely with the AP/AR and accountant. Developed & compiled the company’s

budget, reports, P&Ls, and forecast summaries

• E-Commerce: Updating website; SEO; eMarketing; and Google AdWords

• Created marketing material – printed and digital.

• Supervised, managed, and trained staff including the customer service and manufacture and

warehouse department

• Set up and attended tradeshows. (Champs, CES, ASD, and Tobacco Plus Expo)

BOB LARSON’S SPIRITUAL FREEDOM CHURCH, Denver, CO Dec 2010 to Sept 2012

Director of Communications and Web Development Nov 1999 to May 2007*

I brought this international ministry into the information technology age by their websites. While employed, I took

on other responsibilities and handled much of its communications & public relations.

• Worked closely with the CEO and Donor Services Director on various marketing projects.

• Designed & maintained three websites (one included an ecommerce website).

• Recruited and coordinated volunteers & ministry teams, nationally and internationally, to help

with various projects & events, mission trips and ministry opportunities.

• Cultivated large and small donors, donor retention, and spearheaded donation campaigns.

• Public speaking and presentations.

• Authored training manuals, materials and conduct trainings to various groups & volunteers.

• Coordinated and managed annual international conventions, workshops and seminars.

• Designed all printed and digital forms of advertisement; including, websites, ecommerce sites,

eMail campaigns, flyers, brochures, PowerPoint presentations, DVD covers, appeal letters, and

products.

• Traveled extensively assisting the CEO at conferences, seminars and media interviews

SAMARITAN COUNSELING CENTER, Chino/Upland, CA May 2007 to Dec 2010

Office Manager/ Program Coordinator for B.E.A.M.S (Behavior Educational and Management Service)

During my 3 years at the counseling center, I increased clients over 200%; authored training manuals and

several business policy & procedure; created a database in MS ACCESS, which was used for statistical reports

and maintain clients’ information and spearheaded several successful community outreaches and marketing

campaigns.

• Managed HR related functions and initiatives including: posting job openings on the internet,

interviewing and made recommendation for hire to the Executive Director; reference and work

history verification; updated employees’ records, enforced personnel policies and addressed

work/life issues.

• Managed 300+ active cases (clients) for BEAMS

• Supervised all CALWorkers and Behavior Specialists

• Monitored Behavior Specialists and office employees’ workloads, and quality assurance with the

vendors and families authorized for BEAMS services

• Attended bi-weekly staff and supervision meetings

• Gave presentations to large crowds (100+) and assemblies about our services

• Discussed BEAMS services with families and caretakers and familiarized them in the services

they will be receiving

• Served as the liaison during networking events with local non-profits and other business

organizations, including vendors. Attended city and vendor meetings and made presentations

regarding the BEAMS services offered.

• Developed and implemented the organization’s marketing plan

• Office Management duties included: payroll; AP/AR; preparing monthly statistical reports;

counseling intakes; and grant management & reporting

• Designed and developed all of BEAMS and Samaritan’s electronic and print media. Some of these

include: flyers; monthly newsletter; Power Point presentations and brochures

BOB LARSON’S SPIRITUAL FREEDOM CHURCH, Denver, CO Nov 1999 to May 2007*

Director of Communications and Web Development

Please see job responsibilities above. I was rehired December 2010 to 2012.

EMERGING TECHNOLOGY SOLUTIONS, Irvine, CA Feb 1997 to Dec 1999

Operations Manager & HR Generalist

This I.T. Company brought international I.T. professionals to the US to work. My responsible was to assist the

owner in running the entire operations.

• Managed HR related functions and initiatives including: posting job openings on the internet;

interviewed reference and work history verification; updated employee’s records, enforced

personnel policies and addressed work/life issues

• Authored Employee Handbook and policy & procedure manuals

• Managed consultant information including new hires and terminations

• Prepare offer letters, agreements and new hire paperwork for new hires and consultants

• Managed employee group benefit plans; manage COBRA Compliance notifications to all new hires and

qualifying events. Ensured Cobra compliance for all newly eligible employees and employees leaving the

company

• Worked with immigration legal team to research worker history and employment dates to file for

appropriate visa (H-1B, I-485, etc.)

• Employee training, including US culture and social skills; and interviewing training

• Managed all company’s I.T. Recruiting office and supervised 10 administration staff & the Web

Development Department, which consist of 25 I.T. programmers, depending on project

• Designed and managed the company’s web site

• Operation Manager responsibilities included: project management; marketing; quality assurance; sales;

customer service; business contracts retention; AP/AR; public relations; payroll; public relations; and

recruiting

SOFTWARE EXPERIENCE

MICROSOFT: Word, Powerpoint, Excel, Publisher, Access Outlook, Notes, Project, Visio & Frontpage

ADOBE: Acrobat pdf maker, & Photoshop

OTHER SOFTWARE: Works, Lotus 123, Netobjects Fusion, ACT! Pro, SalesForce, ADP, Magento

COMPUTER LANGUAGE: Basic, HTML, C++, COBOL, & FORTRAN

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