Customer Service Manager

• All event planning activities which include holiday party, picnics, employee recognition

programs, brown bag discussions, team building activities at the facility and off-site,

anniversary luncheons and dinners, and retirement parties.

• Programs used: Microsoft Office, Paychex, ADP, Quickbooks and Oracle, Taleo Applicant

Tracking.

August 2005 – September 2011 Human Resource Manager

Evergreen Enterprises, Inc. (global leading distributor, supply chain in B2B for over twenty

years)

Evergreen Enterprises, Inc. is one of the fastest growing home, garden, flag, etc. distributors &

logistics companies in Virginia with over 600 employees nationwide including Canada, China and

Puerto Rico.

• Benefits Administration: Handled all benefit programs (group health, dental, vision, short-

term and long term disability, workers compensation, life insurance, travel and accident,

cancer insurance, flexible spending, 401(k). Worked with brokers to find the best plan for cost

effectiveness for the employees and the company.

• Recruitment for all levels of the organization, including adding an additional 260 employees

throughout company. Background checks, e-verify, drug screen.

• Achieved a voluntary turnover rate of 1%. Attained 99% win rate in national unemployment

claims with only one loss in six years

• Began with a staff of 98 in 2005 and grew to over 400 by 2011. Including a small customer

service department which has grown to over 65 reps. I began training modules for staff,

including various courses over several years and at all onboarding times.

• OSHA and Safety: Initiated a safety committee, which lowered accidents by 90% in the first

year. Began safety programs in forklift training, MSDS training, lockout/tagout, fire safety,

forklift train the trainer programs, bloodborne pathogens, noise level monitoring, had over 52

employees trained in first aid, CPR and AED, PPE program instituted, lifting to protect the

back, electrical safety, emergency preparedness, hazard communication, added eye wash

stations throughout facility, hazard communication, ladder safety, electrical safety, slips, trips

and fall program. Instituted Tool Box Talks weekly for awareness on various safety appliances.

• Merger and Acquisitions for three companies acquired over five year period

• Oversaw an employee roster of over 400 people requiring benefits administration, 401k, life

insurances, benefits administration and workers' compensation.

• Oversaw administration of FMLA, ADA, FLSA, Affirmative Action, I-9 maintenance, FMLA, E-

verify, workers compensation, ERISA, HIPPA and EEO with three EEO mediations.

• Designed and implemented online application and procedures to fill over 300 open positions

across various departments.

• Developed outreach programs to recruit university students and other professionals through

job fairs.

• Trained staff on the employee handbook which my team and I created, as well as ensure all

incentive programs maintained compliance with legal policies.

• Implemented new payroll (ADP) and HRIS systems, and trained HR staff in these new

processes.

April, 1996 - July, 2005 HR Generalist to Human Resource Manager-BWI Manufacturing

Recruiting for various level positions, HR onboarding, screening, safety training, began HRIS systems

and an applicant tracking tool. Deflected union organizing.

Education

Bachelor of Arts: Business

Old Dominion University Norfolk VA

Associate of Science- Occupational Safety & Health

John Tyler Community College Chester VA

Additional Training

30-Hour OSHA Training

CPR/AED/First Aid

Designing Organizations for Growth

Union Relations, Union Avoidance

HR Development Forum

Change Acceleration Process

Conflict Management

Collaborative Problem Solving,

PeopleSoft, Oracle HR, Finance Essentials

Leading vs. Managing Targeted Selection-DDI

Creating Value in Mergers and Acquisitions

How to Not be a Peggy (customer service)

Dale Carnegie programs for management to customer service training

Vernell Harnish, The Rockefeller Habits

Give Em the Pickle Customer Service Training

.

Interests

Traveling, cooking, animal welfare, hiking, and fitness.

Contact this candidate