Customer Service Manager

Detail-oriented with demonstrated success in maintaining data, coordinating projects and supporting operational and technical teams.

Extensive background in Talent Acquisition and on-boarding and new joiner acclimation

Fluent in Cantonese Chinese and Mandarin Chinese; willing to travel.

Ability to gather complex statistical data and translate into meaningful information

Ability to interact effectively with customers and staff at all organizational levels

Excellent analytical and critical thinking skills

PROFESSIONAL EXPERIENCE

Kantar Group US Headquarters January 2015 – Present

Human Resources Assistant

Provide a variety of HR services for all North American regions (13 operating companies)

Gather data in Excel to be accurately extracted, utilizing advanced functions within Excel, including: VLOOKUPS and Pivot Table for data gathering/manipulation.

Review and interpret data, develop insights and recommendations, and take appropriate actions to support execution

Work in cross-functional teams to plan large organizational system implementations

Use ADP to track the cost center

Enter all new hires payroll information into the internal tracking system

Assist with the setup of new hire and transferring colleagues (including international colleagues) payroll details

Setup all new hires (including international new hires) into external systems (AsureForce, RedCarpet silkroad, Bugzilla, Lincoln Financial, Principal Financial group)

Audit all internal employees (3,500 across the North America region) to track missing information

Complete and verify I9 documents for all new hires at the Lisle office

Conduct background checks for all new hires (including international background verification)

Conduct reference checks for potential candidates

Provide customer service and support to internal and external customers

Consult with managers for policy and procedures

Consult with HR Business Partners for all operating companies on background check risk and employment documents on being in compliance

Provide benefits orientation and advice to all new hires across all 13 operating companies

Ensure HR Business Partners to follow their own policy for each operating company

Provide HR Business Partners to respond on unemployment claim and context decision appeal

DeVry Education Group

Human Resources Coordinator II August 2014 – January 2015

Provided operational and technical support to Talent Acquisition team. Duties include, but are not limited to processing/responding to incoming candidates; data entry and file maintenance; conducting background checks; completing pre-employment paperwork; scheduling assessments; administering and scoring various tests; inputting job posting data into employment tracking system and collecting time and attendance records. Work closely with Talent Acquisition team to identify and recruit qualified professionals including to posting positions at on various job sites; Internet research/mining; and coordinating recruitment events.

Served as the subject matter expert for the ADP systems and troubleshoots technical problems

Created and ran reports from the ICIMS system; updates information on ICIMS for external and internal clients

Consulted and coached existing and new recruiters for best practices on background checks and the Talent Acquisition recruiting process

Received requests from corporate HR employees for reports, generates report in ICIMS and sends to the requested party in a timely manner

Trained users on the HR systems (ICIMS and ADP) and prepares training materials

Solved system issues; Evaluated the business request, gathered business requirements, analyzed and solve business problem

Administered and produced employment related reports critical to developing continuous improvement strategies for the Talent Acquisition team. Duties included to researching, organizing, compiling and formatting data.

Continued schedule domestic travel for more than 50 candidates nationwide.

Identified, developed and implemented improvements to increase effectiveness of the recruiting process, efficiencies of coordinator support and experience of customers.

Exceeded Recruiting Coordinator service level agreements in terms of quantity of work and quality of work (as measured by hiring manager, candidate and recruiter surveys).

Provided daily support/customer service to all Salesforce users that submit questions/requests to the Salesforce Talent Acquisition team.

Talent Acquisition Coordinator May 2012 – August 2014

Identified data errors in the system and contacts HR users to fix errors

Translated the HR Communication system from English to Chinese

Collaborated with team leader to develop company policy for re-scheduling interviews, department’s client feedback survey to decrease inaccurate data and data redundancy, documented recruiting process and created flow chart.

Collaborated with senior leaders to re-develop and re-brand the employee referral program, internal career website and forms that are being use across the organizations to ensure consistency.

Provided operational and technical support for four senior level recruiters, including reviewing job requisitions, posting all positions to appropriate career websites, schedule interviews, complete pre- employment paperwork including scheduling assessments, drug screens, and requesting background checks and client surveys. Maintain and update information within Applicant Tracking System.

Project Manager, International Team April 2014 – January 2015

Internal contract assignment

Supported the International Channel manager in running an analysis of the IBM Cognos Report.

Created U.S. Career Experience Program which marketed DeVry University as a career university and helped to promote the international program to students outside of the U.S.

Coordinated and organizes a $70,000 FAM tour for international students including travel to San Francisco

Translated Presentations from English to Chinese for the international student process guide.

Recruiting Administrator December 2010 – May 2012

Created reports from the Banner system to audit more than 1000 online faculty record files

Led and completed all administrative office and online components of new hire process.

Conducted internal file audit for more than 1000 online faculty gathering all missing documentation and following up with faculty members to secure necessary missing documents

TECHNICAL SKILLS

Platforms: MS Windows 98/2000/XP/7, MS Office Suite

Software: Adobe Photoshop, iCIMS, Image Now, TOAD, Banner, OSS, Share Point,

E-College, Oracle E-Business Suite, Lawson® Financial Software, ADP Enterprise system, SalesForce, IBM Cognos, Team Helpdesk Outlook, HR.net enterprise, Echosign

EDUCATION

Keller Graduate School of Management - MBA; Graduated with Distinction Focus in Marketing

University of Illinois at Chicago B.A – History; Outstanding Student Employee Performance Award

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