Customer Service Human Resources

Teri Jaramillo-Kerr, MBA

PHR Candidate

***********@*****.*** • 505-***-**** • http://www.linkedin.com/in/terijaramillomba PROFESSIONAL PROFILE

Human Resources – Project Management – Supply Chain Management Employee Relations – Director of Operations – Problem Solver – Leadership – Problem Solving Logistics – Performance Management – Continuous Development Successful management and leadership execution within a professional environment charismatic, motivated, creative, enthusiastic, upbeat personality; consistently inspires peers and subordinates to exceed expectations

5+ years progressive, versatile Human Resources professional with hands-on experience in diverse industries (HRIS)

12+ years Operations experience with proactive methodology which promotes employee engagement

Encourage learning and promote increased productivity which results in value-added, superior customer service

Excellent team builder and consultant on personnel issues and organizational development AREAS OF EXPERTISE

Human-resource strategy, objectives,

policies, programs (HRIS)

Strategic & Succession planning

Employee and management training

Recruitment and staffing needs

Facility & Safety management

HR at the site level

Policy assessment

Multi-State / Multi-Site

Operations management (KPI’s)

Performance management

EEOC, OSHA, W/C and other

compliance program needs, including

training, investigation and prevention

programs

Compensation, Benefits, Employment

PROFESSIONAL EXPERIENCE

Human Resource Manager: Fresquez Companies 02/2015 – 07/2015 Albuquerque, NM (Term/Contract position)

Report directly to business owners – Weekly / monthly reports

Head of all HR responsibilities (multiple locations) including: Employee Relations, Benefits, Payroll, Recruitment, Compensation, Public Relations, etc. (400-500 employees) (HRIS)

ADP knowledge to perform employee record maintenance activities, new hires, changes, etc.

Ensures integrity and legal compliance by monitoring and implementing HR federal and state requirements

Evaluate employee relations and HR policies, programs and practices

Maintain work structure by updating job requirements and job descriptions for all positions T e r i J a r a m i l l o - K e r r, M B A R e s u m e 5 0 5 - 5 5 0 - 0633 P a g e 2 Administration / Human Resource Manager: New Mexico Mutual 05/2013 – 01/2015 Albuquerque, NM

Reported directly to CFO and Senior Management Team

Partner with executive management to grow the business through innovative Administration and HR management

Initiated the design and execution of 100% implementation of the Administration training guide and Policy & Procedure Manual by research and streamlining

Decreased staffing by 40% through cross-training and more effective utilization of company- wide shared resources

Increased vendor relationships by 20% by proactively becoming involved in the Administrative duties and Executive partnerships

Improved productivity by 25%; identifying opportunities and implementing company-wide policies, procedures and training guides

Reduced the administration annual budget by 33% while increasing production and efficiency

Successfully relocated 50 employees to new location without business disruption Executive Lead of Logistics: Target 10/2012 – 05/2013 Albuquerque, NM

Head of all Logistics store-wide: Supply chain management

Collaborated with site leadership team to enhance and grow profit margins through innovative human-resource management

Increased staff relations by 33% while increasing productivity and team involvement

Successfully hired 52 team members throughout three store-wide teams

Introduced new Coaching tactics that led to 100% team unity and involvement

Reduced team negativity by 90% through active involvement and proactive communication

Achieved the removal of 200+ billable hours per month by reorganizing internal staffing

Improved reverse-logistics by 17% through hands on involvement and enhanced training Director of Operations: Technical Care & Customer Service, T-Mobile 05/2008 – 02/2011 Albuquerque, NM

Established communication platforms to update employees on company-wide programs

Increased team productivity by 20% through improved call resolution, quality assurance and compliance (HRIS)

Decreased repeat calls by 40% through consistent coaching and feedback

Improved customer retention by 17% through effective training individual ownership

Reduced staff turnover by 35% through the creation of team ownership and communication

Removed outdated practices that led to 92% increase in team involvement and unity

Frequently exceed quotas and metrics: Team consistently ranked #1 four out of six months on an annual basis

T e r i J a r a m i l l o - K e r r, M B A R e s u m e 5 0 5 - 5 5 0 - 0633 P a g e 3 Director of Operations: Convergys 05/2007 – 05/2008 Albuquerque, NM

Led several departments including Human Resources, Quality Assurance, Customer Service

Experience with ramp up of new site including Operational and Human Resource duties

Improved employee retention by 23% through enhanced relationships and more effective one-on-one conversations

Reduced call time by 20% through active and consistent team meetings and cross-training

Introduced new Coaching tactics that led to 100% increase in team involvement

Decreased staffing issue by 95% through clear communication, follow through and accountability

Increased productivity by 33% through consistent coaching, communication and follow up

Successfully scored in top 10% of call center statistics on a monthly basis

Organized quality attainment plan which was distributed company-wide Director of Operations: Global Choice Health Care 05/2006 – 04/2007 Albuquerque, NM

Responsible for coordinating, supporting and maintaining the Human Resource functions at the Site level

Coordinated all worldwide logistics for 10 physicians and senior management team

Created and organized Human Resource Department, Operations and Customer Service company-wide

Increased vendor relationships by 50% through open communication, follow up and active involvement

Improved company-wide logistics by 100% through active employee and vendor engagement

Successfully led all logistics in relocating entire office without business disruption Manager & Trainer, Member Relations: America Online (AOL) 10/2003 – 04/2006 Albuquerque, NM

Successfully implemented retention strategy to achieve 85% customer retention rate

Achieved top 2% of AOL’s nationwide staff for outstanding customer service and retention on an annual basis

Coordinated 50% customer quality-check to ensure all issues were accurately and completely resolved in a timely manner

First-class customer service: earned top 2% in customer retention EDUCATION

Colorado State University

Masters of Business Administration (MBA); focus in Human Resources

Wayland Baptist University

BAS – Business Management; focus in Human Resources

Metropolitan College for Court Reporting

Earned 80 credits related to communications, stenography, and grammar T e r i J a r a m i l l o - K e r r, M B A R e s u m e 5 0 5 - 5 5 0 - 0633 P a g e 4 CERTIFICATIONS

Notary Public

WORLD TRAVEL

Throughout the United States, Mexico and Australia

Several European countries such as Germany, Italy, France, Austria, Switzerland, Belgium, etc. COMMUNITY INVOLVEMENT / VOLUNTEER EXPERIENCE

Honor Society Alumni Board member 2014 - 2015

Breast Cancer Walk annual participant: April / May annually

Roadrunner Food Bank Bi-Annually

Animal Welfare / PetSmart volunteer Quarterly

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