Customer Service Manager
Resume:
Terry Sartin (SPHR)
Marion, AR 72364
***********@*****.***
Qualifications
. Fourteen years of hands-on human resource experience in manufacturing,
logistics, office, call center, and medical environments.
. Expert level of knowledge in employee relations, talent acquisition,
training, conflict resolution, progressive discipline, union
avoidance, employee engagement, and development of HR policy.
. Experience in developing and implementing recruiting systems for
increased efficiency and productivity within a wide variety of skill
sets.
. Well developed presentation and facilitation skills. This includes
training supervisors and managers in a classroom setting on topics
from sexual harassment, behavioral event interviewing, progressive
discipline procedures including terminations, as well as implementing
new software platforms from Peoplesoft and Oracle.
Experience
Express Scripts (Through Kelly Services)
September 2013 to December 2013 Memphis, TN
Recruiter
. Source, screen, select, and recommend candidates for call center
CSR's, Escalation Leads, call center Supervisors, prior authorization,
pharmacist, pharmacy technician positions.
. Conduct reference checks, background investigations, schedule and
coordinate drug screens, orientations, and various other on-boarding
duties for selected candidates.
. Staffed two call center classes one of 48 and another of 30.
. Staffed 2 groups of escalation team members one of 10 and another of
7.
. Managed and placed single position requisitions for pharmacists,
pharmacy techs, prior authorization specialists, and 5 call center
supervisors.
. Full knowledge of Taleo, People Soft, ADP, Microsoft Office, and quick
to learn new software.
Farmers Insurance
January 2013 - May 2013 Jonesboro, AR
District Recruiting Manager
. Responsible for the recruiting of professionals for positions as
Agency Owners.
. Coordinate advertising and public relations activity to generate leads
for prospects. Liaison to Chamber of Commerce.
St. Jude Children's Research Hospital (Through Office Team)
September 2012 - November 2012 Memphis, TN
Recruiter
. Source, screen, select, and recommend candidates to hiring managers
for clinical research, nursing, administrative, and other medical
support positions.
. Conduct reference checks, background investigations, schedule and
coordinate drug screens, orientations, and various other on-boarding
duties for selected candidates.
Denso Auto Parts Manufacturing Arkansas (Through Temps Plus)
January 2012 - March 2012 Osceola, AR
Recruiter
. Short term project to increase production staff by 30 in two months.
. Review, screen, interview, test, and place production associates for
new lines.
N.E.W. Customer Care Tupelo, MS
October 2007-March 2011
(Call Center - Startup Office / Customer Service)
Human Resources Manager
. Responsible for all human resource functions for a staff of 500
employees.
. Managed recruiting, benefits, FMLA, employee relations, staff
development, union avoidance, as well as management and supervisor
training in HR policies.
. Provided consultation to center's management team in all areas of
employee development, retention and engagement.
. Directly managed all progressive discipline processes to ensure
compliance with legal obligations and company policies.
. Responsible for Workers Compensation, and training of associates.
. Managed recruiting function for startup call center up to 500
employees in 2 years.
Accomplishments
. Developed low impact termination process that was adopted by the
entire company.
. Reduced attrition form 100% to 33% in 3 years.
. Successfully, defended 4 EEOC complaints.
. Developed revised Employee Orientation procedure to include sexual
harassment training, conflict resolution training, and attendance
awareness.
Tandem Memphis, TN
April 2006-October 2007
(Staffing Company - Temporary Services)
Director of Operations & Business Development
. Managed a workforce of 67 exempt staff providing 3100 contingent
employees to over 200 clients with multiple skill sets.
. Responsible for sales, service delivery and profit & loss for a
territory including TN, KY, MO, AR and OK.
. Generated revenue through sale of the services of recruitment
. Managed recruiting, benefits, employee relations, staff development,
and union avoidance.
Accomplishments
. Increased sales revenue 52% prior to company being sold.
. Developed and implemented systems and programs to enhance the quality
of employees to provided to clients.
Randstad North America Memphis, TN
February 1999-April 2006
(Staffing Company - Temporary Services)
Area Manager/On-site Manager
. Managed staff and operations for multiple manufacturing and
distribution sites, and accounts for the largest district in North
America with over 8 million dollars in sales.
. Managed recruiting, benefits, employee relations, staff development,
and union avoidance for 1000 employees.
. Assisted District Director with all facets of operations for an award
winning district that consistently exceeded revenue and gross margin
budgets.
. Ensured client satisfaction at all levels, especially plant management
and corporate key decision makers.
. Facilitated all start-up accounts and operations within district.
Accomplishments
. Received "Leader of Growth" Award for generating more business.
. Staffed a new second shift for Smurfit Stone which included the
staffing of 200 employees and 10 Line leaders in one week.
. Project leader for a new recruiting office startup to support client
in Southeast Memphis.
. Served as primary facilitator for new HRIS system for 80 exempt staff
members.
Education, Certifications and Affiliations
Belhaven University, Bachelor of Science in Management, Magna Cum Laude
Belhaven University, Masters of Science in Leadership with Human Resource
Concentration (Expected graduation August 2015)
Senior Professional in Human Resources (SPHR) since 2005
Membership in Society of Human Resource Managers (SHRM) since 2005
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