Customer Service Manager
Resume:
Kevin Harris
San Antonio, TX *****
*********@*****.***
Objective: To obtain the Director/Manager of Talent and Recruiting position where my Human Resources/Recruiting experience in a fast pace industry can be used to ensure the successful recruitment of qualified candidates. To meet and exceed hiring goals for the clients and develop individual/team recruiting plans, goal setting strategy and networking skills.
Summary of Qualifications:
Eight years of Recruiting and Human Resources experience.
Exceptional communication skills to include above average sales ability.
I am organized, detail oriented, driven, and capable of working well under pressure.
Sourcing and recruiting quality candidates while striving to meet hiring goals.
Great knowledge of AAP & EEOC guidelines.
Program Manager-Volt Workforce Solutions, San Antonio, TX March 2, 2015-Current
Responsibilities include governance, alignment, assurance, management, integration, optimization, tracking, finances, infrastructure, planning, and improvement.
Routinely provide supervision of a project or multiple projects to achieve a corporate vision. Working as the head of a program office leading a team of recruiters, and perform liaison activities with upper management and stakeholders.
Oversee scheduling, pricing, and technical performance of PACE organizational program. Aid with proposal development, contract negotiation and contract compliance. Proposal preparation may include assisting with plans, specifications and financial terms of the contract. Also assist with business development initiatives.
Ensuring a master plans and schedules are followed, developing solutions to program challenges, and directing others for successful completion of project on time and on budget.
Responsible for governance, which involves working with the overarching structure, processes and procedures to accomplish objectives, which include metrics of success and deliverables. Alignment entails top-down vision, goals and objectives from business strategy flowing through to successful completion of projects for program objectives. Management involves regular reviews for accountability and successful management of project, stakeholders and suppliers. Integration of components for best fit of components for program success. Infrastructure, which may include office, version control and IT, entails resource allocation for successful completion of program objectives. Planning entails developing the plan to orchestrate projects, resources, timescales, monitoring and control. Improvement covers ongoing performance assessment, research and development of new capabilities, and systematically applying knowledge for program success.
Responsible for the performance of the San Antonio Pace program for AT&T.
Improved Applicant flow for candidates with technical skills
Increase candidate volume to allow Volt to select and hire only the most qualified candidates
Recruit candidates with a broader knowledge of technology to improve training throughput and employee retention
Training throughput percentages - During my tenure as Program Manager, the week 2 Training throughput average has risen from 65% to 79% and the week 3 Training throughput average from 59% to 88%. The week 3 percentage goal is 75%.
Recruiting Coordinator West Corporation, Universal City, TX July 8, 2013 Feb. 1, 2015
Bring new & outside of the box recruiting concepts to my immediate supervisor
Review applications/resumes
Sourcing online and outsourcing to find qualified applicants
Mass recruiting functions to increase adequate app flow
Having client and product knowledge, being able to provide job descriptions to all job seekers for understanding
Supporting partnering organizations to increase workplace diversity (disabled, men, women, military, students)
Possessing the ability to measure self recruiting efforts, by generating reports and gaining feedback
Creating recruiting strategies to target the most qualified job seekers and fill a 850 seat call center
Partner with training and operations to ensure the best suited candidates are identified/hired for ourStaff/Customer Care/Sales Associate positions
Attend job fairs and utilize several on line web sites for recruiting purposes while promoting company-hiring needs
Partner with organizations, military, colleges, social media and schools to assist with our recruiting efforts
Utilize the Workforce Solutions centers as a recruiting tool while completing presentations to theunemployment classes
Utilize internal employees to obtain referrals for recruiting
Meeting and exceeding hiring/show to training goals for assigned projects
Comply with AAP & EEO policies and procedures
Report maintenance weekly
Retain a professional relationship with our internal and external customers while providing qualitycustomer service
Teamwork to accomplish the goals of the Human Resources department
Recruiting Specialist West Corporation, Universal City December 31, 2012 July 7, 2013
Review applications/resumes
Conduct first interviews, make recommendations for second interviews to the hiring manager
Mass recruiting functions to increase adequate app flow
Creating recruiting strategies to target the most qualified job seekers and fill a 850 seat call center
Partner with training and operations to ensure the best suited candidates are identified/hired for ourCustomer Care/Sales Associate positions
Attend job fairs and utilize several on line web sites for recruiting purposes while promoting company-hiring needs
Partner with organizations, military, colleges, social media and schools to assist with our recruiting efforts
Utilize the Workforce Solutions centers as a recruiting tool while completing presentations to the unemployment classes
Utilize internal employees to obtain referrals for recruiting
Bring new & outside of the box recruiting concepts to my immediate supervisor
Meeting and exceeding hiring/show to training goals for assigned projects
Completing new hires thru people soft
Complete drug/background screenings
Complete new hire orientation, paperwork and e-verify
Verify work opportunity tax credit for new/rehires
Comply with AAP & EEO policies and procedures
Report maintenance weekly
Retain a professional relationship with our internal and external customers while providing quality customer service
Teamwork to accomplish the goals of the Human Resources department
Production Team Lead West Corporation, Universal City, November 16, 2011 December 30, 2012
Assisted Human Resources in the hiring/recruiting process by completing second production interviews
Making recommendations to hire qualified sales agents to ensure client hiring needs are met
Monitor production employees AHT, Schedule Adherence and Quality to achieve client and West goals
Increased sales goals from _0.9 % to _4.0__% in_2 weeks by developing/training production team members
Coach assigned team members to achieve quality performance
Train and assist OJT team members
Supervise the production floor while providing outstanding customer service
Review and issue disciplinary action, mentor and create a plan to improve
Comply with AAP & EEO policies and procedures
Report maintenance weekly, bi weekly and monthly
Certified as a Hiring Manager for FCO
During my tenure as a Production Team Lead, I was recommended/selected as a Temp. Operations Trainer. I trained 5 Frontier Communications classes. Each training course was completed in 4 weeks. My job duties were as follows:
Conduct training sessions for enhanced/sales line group in a classroom setting
Observe trainees to ensure that they are not having difficulty and are retaining the training material
Presentations daily in front of a group of 20 40 individuals
Immediate supervisor for trainees, recommend retraining or termination according to policy
Partner with various departments to ensure that we are meeting the goals of the client and West
Web based training functions
Training development
Quality Assurance to ensure client expectations are being met
Offer feedback to the HR department to assist them with recruiting qualified candidates
Provide quality customer service to internal and external customers
HR Recruiter /Assistant Patrick Henry Elementary School, Armed Forces Overseas, Germany May 6, 2009 July 16, 2012
•Maintained personnel files
•Reviewed applications and resumes
•Sourced and recruited quality candidates for staff positions
•Utilized Social Media sites to increase the applicant flow
•Attended recruiting event to recruit and screen potential applicants
Recruiter/Employee Relations Armed Forces Overseas, Germany Heidelberg Middle School May 7, 2008 May 5, 2009
Conduct new employee orientations
Accurately complete new hire data entry and explain benefits
Identify legal requirements and government regulations affecting human resources, ensure policies/procedures were in compliance
Responsible for all areas of a Workers Compensation Claims
Coordinate with Regional HR Manager to determine hiring needs
Recruited for open staff positions ensuring applicant flow by attending career fairs, utilizing on line tools, employment centers and various other recruiting verticals
Reviewed applications and resumes
Completed professional first interviews and made recommend candidates for second interviews to the hiring manager
Reference checks
Extended job offers
Recruiting functions in several areas to meet goal and maintain 500 plus students.
Processed enrollment applications
Created and maintained personnel files for students.
Reporting maintenance
Exceeded customer expectations and maintained quality customer service
Recruiting Coordinator Montgomery, Alabama, Montgomery Public School Systems Board of Education May 5, 2007 November 11, 2007
Maintained applicant tracking system
Responsible posting open positions
Sourced and recruited quality candidates for staff positions
Review applications to select candidates for open positions complete
Completed new hire orientation, paperwork and data entry
Partnered with outside community organizations, employment centers, attended job fairs to find quality candidates
Conducted employee verifications, requested background checks and drug screens
Completed benefit orientation for all employees
Payroll entered missed punches, vacation and sick requests
Maintained personnel files
Extended job offers
Education:
Phoenix University (Current Student) Majoring in Business Administration
Alabama A&M University, Huntsville AL 2002 2006
Securing a degree in Secondary Education English Language Arts with a minor in Administration.
Graduate of Jefferson Davis High School, Montgomery, AL May 2002
Training:
Wide Area Work Flow (WAWF)
Two years of experience in Educational Technology as a lead tech
Strong computer skills in Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and C++.
Qualified in technological data entry.
Volunteer Experience:
Child Youth Services (CYS), Vilseck, Germany Assistant Football Coach ( Defensive Coordinator) for the Vilseck Cowboys Youth Football Team (12 14)
Vilseck High School, Vilseck, Germany-Girls and Boys Varsity Coach, Girls and Boys Junior Varsity Head Coach
Member of Phi Beta Sigma Inc., Gamma Epsilon Chapter,Alabama A&M University, Huntsville, AL Served as vice president, organized and conducted campus food drives for victims of Hurricane Katrina. 2003 2004
The Boys and Girls Club, Huntsville, AL-Mentored and tutored at risk youth ages 6-11-200*-****
YMTF (Youth Motivational Task Force), Alabama A&M University, Huntsville, AL-Conducted campus tour guides for incoming freshman on behalf of the alumni chapter.
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