Anderson, IN *****

Phone 765-***-****

Cell 765-***-****

acruvu@r.postjobfree.com

Renee’ M. Gaines

Objective

Through 25 years of management and leadership experience, I have gained valuable skills. Customer Service, data entry, payroll and collections. Able to effectively multi-task, follow and give instructions, time management, fast learner, record keeping, file maintenance, and able to follow complex instructions. I am efficient with Microsoft Word, Excel, and Outlook.

Education

2003 Ivy Tech State College Anderson, IN

Practical Nursing

Enrolled in prerequisite classes including College Math,

English Composition, Algebra, Psychology, and Chemistry.

Completed 2 semesters before accepting management position with The Herald Bulletin.

1999-2000 Cornell University Uticha, NY

Business Management

Participation in the Cornell University Distance Education Program provided by the Marsh. Courses included Effective Management, Marketing and Merchandising, Effective Communications, Time Management, Business and Retail Math, and Personal Relations. All courses were completed and certificates awarded.

1986 -1987 Indiana Business College Anderson, IN

Word Processing Specialist

Received Certificate of Completion in Word Processing while maintaining a 4.0 GPA. Received Dean’s List Honors during both semesters. Classes included Business Math, College English and Spelling, College Accounting, Typing, Secretarial Procedures, Word Perfect, Computing, Transcription and Computer Accounting.

1984 Anderson High School Anderson, IN

Attained GED

Attended public school until my junior year at which time I withdrew from school for medical reasons.

Enrolled in private classes and attained my GED six months before my graduating class.

Work experience

July 2008 – July 2015 Manpower Daleville, IN

Client Talent Manager (Human Resources) 2011 - 2015

Responsibilities include serving as a central point of contact for Manpower associates, ensuring a positive work experience and associate satisfaction and retention by providing outstanding customer service.

Responding to issues, questions and concerns from the associate population and effectively resolving them

Welcome new associates and getting them acclimated to the work environment when they arrive on their first day

Associate onboarding, first day orientation, safety and security training

Strong focus on performance management consultation of associates including but not limited to feedback, coaching, development, corrective action, and termination

Collaborate with internal and external groups to resolve issues

Ensure compliance with all Manpower policies and federal and state laws

Manage associate engagement and retention programs utilizing various resources to drive performance and recognition

Responsible for payroll processing of assigned associates

Monthly payroll reconciliation for assigned associates

Developing Team Lead and associate relationships

Customer Relations (Direct Dispatch Advisor) 2009 - 2011

Handing customer service and repair tracking for Dispatch group

Total customer service and support

Billing support, accounting support

Shipping and tracking of client products

Assisting the Tier 1 technical group with the repair set up process

Working with the Dispatch Helpdesk and Technical support Helpdesk to resolve advisor and customer issues and questions

Tier 1 Technical Support Advisor 2008 - 2009

Handing inbound technical support calls to issue resolution

Maintaining acceptable metric levels for technical support group

Product education to the customer

Setting up product repairs as needed

March 2001 – October 2007 The Herald Bulletin Anderson, IN

Home Delivery/Customer Service Manager 2002 - 2007

Responsibilities include knowledge of handling Independent Contractor accounts and contracts dealing with all aspects of contractor relations.

Manage daily reconciliation report and report processing for carrier distribution, and customer/carrier billing

Daily back-up of business transactions and monthly and quarterly audits

Track and maintain all contractor records including license and insurance information, contract review and billing records for logistics

Manage customer service department including 1 Customer Service Supervisor and 8 Customer Service Representatives

Manage 1 Retention Coordinator responsible for retention and promotional tracking and budget reconciliation and a part-time Sales and Service Specialist responsible for support to the Circulation team

Oversee promotional budget of 9,500 monthly for purposes of readership promotion, retention and overall market growth

Manage 4 District Sales Managers responsible for route maintenance and circulation sales as well as 2 part-time assistants

Develop promotional efforts and direct, create, and implement sales strategies designed to increase subscriber based revenue

Daily and monthly account reconciliation for over 17000 customer accounts and 15 corporate accounts

Promote circulation of 28,000 daily circulation of the newspaper

Customer Service Representative/Processor 2001 - 2002

Handing customer service and billing for 11 newspapers throughout the Indiana Media Group using PBS (Publishing Business Systems) to maintain and record all customer, account and business transactions

Total customer service and support

Billing support, accounting support

Telecommunications and sales including outbound sales, crewing and door to door sales, direct mail and insertion promotions

Operating multi-line switchboard and handling inbound customer service calls in excess of 1500 daily calls

Process daily mail and posting of circulation payments and account management

Contractor and customer billing

Retention and growth

Dispatcher and complaint runner

Overall office support

Oct 1991-Jan 2001 Village Pantry, LLC Indianapolis, IN

Retail Store Manager

Responsibilities included total store operations

Management of multiple departments and department managers

Inventory and cash control

Interviewing, hiring, training, promoting, and scheduling of 12-25 employees

Banking procedures and cash deposits including reconciliation

Ordering and merchandising for increased sales – Maintained inventory levels to facilitate increased gross profit margins MOM and YOY

Fuel and food service operations – Attained quarterly top sales awards

I managed several locations over a period of 8 years.

References

Shamika Watkins Manpower - Client Delivery Manager

Vicki Smith Manpower - Client Talent Manager

Barbie Butler The Herald Bulletin – Customer Service Manager

Susan Brooks The Herald Bulletin – Single Copy Sales Manager

JoAnn Reed Circulation Ops Manager/former publisher

Kim Wright First Merchants Bank Supervisor

Cheryl Osborne Village Pantry District Supervisor

Bill Robbins Village Pantry District Zone Manager

Alan Shelton Village Pantry District Zone Manager

Sherolyn Pardini Personal reference

Kim Le Cavalier Personal reference

Contact information for the above, available upon request

Contact this candidate