Customer Service Management

Education

University of Phoenix

Masters, Adult Education & Training

2013

University of Phoenix

Bachelor of Science, Communications

2011

University of Phoenix

Associate of Science, Business

2008

Experience

Human Resource Generalist at Progressive Management Systems

March 2015 - July 2015

Recruiting & Hiring

• Implemented full-cycle recruiting process to increase number of quality candidates and reduce turnover

• Increased the number of quality applicants by redesigning job postings and implementing an email interview screening

•Identified new, cost effective resources for recruitment, and tracked and reviewed effectiveness of advertisement sources.

Administration

• Performed onboarding orientation

•Handled termination process including EDD paperwork

• Maintains Human Resource Information System records and compiles reports from database.

• Assisted in processing payroll using Paylocity

Human Resources Manager at The Sheraton Pasadena Hotel

May 2014 - Dec 2014

Recruiting & Hiring

• Implemented full-cycle recruiting process to reduce turnover.

• Increased the number of quality applicants from an average of 20 a month to over 1,100 resumes in my first 3 months.

• High volume recruiting for a variety of positions ranging from entry level positions to executive level management.

• Identified new, cost effective resources for recruitment, and tracked and reviewed effectiveness of advertisement sources.

• Screening candidates up to 50 daily and averaging 15 phone interviews per week.

• Revised job descriptions across all levels and 30+ categories. "Shadowed" and interviewed employees to construct an accurate picture of the duties and skills required for each position.

Employee Training & Development

• Brand Champion Trainer for all employees registering and tracking employees on their Starwood training progress.

• Reduced worker’s compensation claims by 50% in three months. Brought workers' compensation program into full compliance and conducted safety trainings for managers and employers.

• Developed company's first-ever standardized disciplinary procedures and tracking system that insulated company from legal risk and ensured consistent and fair discipline processes.

• Devised creative and cost-effective incentive and morale-boosting programs (including employee referral bonus plan and employee recognition program) that increased employee satisfaction and productivity.

• Developed and executive complete and formal new hire orientation. Currently in process of being implemented to all properties owned by hotel management corporation.

Administration

• Performs benefits administration to include claims resolution, change reporting, approving invoices for payment, and communicating benefit information to employees.

• Maintains Human Resource Information System records and compiles reports from database.

• Accurately processed the bi-weekly payroll, worked directly with management to discuss errors and discrepancies, as well as calculated and processed banquet tips and commissions.

Customer Service Representative at American Systems

June 2013 – May 2014

Responded to customer inquiries regarding the requirements and procedures of the National Industrial Security Program Operating Manual (NISPOM). Assisted military and Department of Defense (DOD) civilians and contractors utilizing applications and sensitive databases. Provided customer support for security applications (JPAS, e-QIP, and STEPP).

Key Results

•Excelled in learning applications leading to being part of pilot groups for new software systems

•Constructed creative and cost-effective morale-boosting programs that increased employee satisfaction and productivity

•Participated in a department wide focus group centering on flexible work schedules and telecommuting options for the workplace

Admin Assistant (HR) at American Systems

July 2012 - June 2013

HR Responsibilities

•Manage on-boarding process for new hires

•Developed and presented new-hire Peoplesoft time-sheet training

•Acted as the benefits liaison between the contract and the corporate office

•Subject matter expert in regards to benefits and time keeping

•Reduced time keeping errors by 75%

Contract Specific Responsibilities

•Prepared and maintained case files to support latent print examiners

•Conduct research on specific law enforcement and intelligence databases

•Upload report results to required databases

•Provide responses related to latent fingerprint searches

•Maintain and update contact lists and emergency plan for facility

•Maintain security policies and procedures, including visitor badge procedures.

HR/Training Manager at iCore Networks

November 2011 - June 2012

Oversaw the design, implementation, evaluation, and improvement of training programs such as New Employee Orientation, Career Development, Management Development,

Succession Planning, and Continuing Education. Delivered complex product specific information in interactive and easy to understand formats.

Key Results

•Introduced as well as implemented the company’s first formal employee orientation program

•Created online Human Resources presence on company’s SharePoint website that included policies, employee and training manuals, as well as benefit information

•Increased customer satisfaction by 67% in fewer than three months

•Managed 401k that was offered to employees

Team Lead, Enrollment Advisor at University of Phoenix

April 2008 - November 2011

Provided customer service to new students including in-depth walk-through of financial aid documents and navigation of the online learning system. Maintained database that included generation of reports to assist management.

Key Results

•Achieved and maintained highest student retention rate in Northeast Region at 97%

•Personally developed the basic comprehensive New Student Orientation curriculum that became University of Phoenix’s official program

•Personally established mentoring program for employees within the region to train with Subject Matter Experts (SMEs) to increase efficiency in company’s goals

Enrollment Adviser at University of Phoenix (Temp) at Sparks

January 2008 - April 2008

•Maintained a database of 600 clients ensuring all students' needs were met and all were contacted on a regular basis

•Provided timely support and accurate information clients regarding day to day activities, financial aid, and other administrative matters well in advance of due date; Process and track all personnel related tasking and documents in accordance with established procedures

Certifications

Essentials of Human Resources Management

George Mason University

2014

DSS FSO Program Management for Possessing Facilities

DSS

2013

Skills & Expertise

Corporate & Employee Training

Recruiting

Staff Retention

HR Policies

HRIS/ HRMS

Leadership & Leadership Strategy

Team Building

Payroll

Interviewing & Hiring

Onboarding

Job Description Creation

Coaching

Employment Law

Benefits Administration

Employee Relations

Talent Management & Acquisition

Policy

ADP Payroll Hiring

Microsoft Office

Public Speaking

Adult Education

Sales

Event Planning

Customer Service & Retention

Project & Account Management

Social Media & General Marketing

New Business Development

WebEx

NISPOM

JPAS

Department of Defense (DoD)

Government Contracting

Security

Peoplesoft

401k Administration

Salesforce

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