Customer Service Management

Toniesha Friday

**** *. ********** *******, ** **214 316-***-**** ***********************@*****.***

http://toniesha-friday.branded.me/

Human Resource Professional

Extensive background in HR generalist affairs, including experience in employee recruitment and retention, staff development, mediation, conflict resolution, benefits and compensation, HR records management, HR policies development and legal compliance

Demonstrated success in negotiating win-win compromises, developing teambuilding programs, and writing personnel manuals, corporate policies, job descriptions and management reports

HR Skills

HR Department Startup

FMLA/ADA/EEO/WC

Mediation & Advocacy

HR Policies & Procedures

Facilitating Workshops

Staff Recruitment & Retention

Employee Relations

Benefits Administration

HR Program/Project Management

Resume/ Interview Critique

Orientation & On-Boarding

HRIS Technologies

Training & Development

Performance Management

Organizational Development

Professional Experience

Staffing Consultant/Receptionist “Seasonal Employee” 10/2015 -01/2016

Adecco Staffing Company

Developed creative recruiting strategies to attract qualified candidates to meet customer demands

Recruited, sourced, screened resumes, and identify qualified candidates for temporary, temporary to hire, or direct hire opportunities

Determine applicant qualifications by interviewing applicants, analyzing responses, verifying references, comparing qualifications to job requirements

Meet with client managers to discuss staffing needs

Build applicant sources by researching and contacting community services, colleges, media, and internet sites

Leverage resources to recruit the highest caliber candidates through online social networking and job boards, community involvement, professional networking, and local media resources

Contacted potential customers and prospects to discuss services, and resolve issues, to gain a better understanding of client environment and needs, maximize level of customer service, and encourage relationship building

Facilitate Adecco - specific on-boarding process

Update job knowledge by participated in educational opportunities; reading professional publications; maintained personal networks; participated in professional organizations

Workforce Professional “Career Coach” 02/2014 – 10/2015

Kansas Workforce Center ( Laid off)

• One-on-one job search coaching interviewing techniques and best practices, conducting workshops and assisted with job fairs, conducted mock interviews that contributed to sound hiring decisions

• Facilitated workshops Soft skills and Generations in the workplace, Job Readiness 101

• Assist job seekers with skill assessments, schedules appointments for more one on one assistance

• Provide case management services in accordance with policies, procedures

• Document customer contact and activity through case notes in KANSASWORKS

• Maintain contact with WIA/KHPOP program customers, track customer progress, track customer performance outcomes

• Referrals to Wichita Sedgwick County Community Action Partnership program “CAP” Community Action Partnership, providing case management to customers

• Maintained electronic and paper customer files

Professional Experience (continued)

HR Intern 06/2013 – 08/2013

Eaton Corporation

Reworked new-hire orientation program to include HR information and company resources

Completed Eaton HR University Courses, Crossed trained with other departments engineering, EHS Manager Safety Training, Recruited candidates, Pre-Screened applicants, Preparing Acceptance Letters

Developed Affirmative Action Program & Diversity Inclusion Program, Updating information Gants Charts

Scheduled Interviews & Corporate Travels Booking, Updating & Changing interviews schedules, recruitment to colleges

Mass Mailing, Note Taking for Labor Meetings, Maintained confidential Files for the HR office, Responsible for Event Planning Catering, employee development, employee data management, employee relations, employee services

Updating Bulletin Boards, Responsible for Posting Job bids,File & Track outstanding documents (Benefits, EEO, I-9s, PTO, Disciplinary Correction Forms) Work closely with Plant Manager with Projects

Providing program overview to transferees/assignees and acting as their primary point of contact throughout the Assisting Recruiters by scheduling candidate phone screens and on-site interviews

Developing and reviewing job descriptions and prepare job posting for open positions

Preparing interview packets, coordinate and arrange travel for candidates

Preparing offer letters and manages pre-hire testing (background checks and drug screening, etc.)

Assisting in the new hire onboarding process,Processing expense reports for candidates reimbursement

Maintaining and managing applicant tracking data and activity in Taleo

Accountable for electronic onboarding process within Workday, including document updates and revisions as needed

Primary owner of unemployment claim process and verification of employment requests, processed through third-party vendor

Ensures workload is equitable and recommends reallocation of work where appropriate within respective solution team Coordinating and assisting with college recruiting activities,relocation process

Express Employment Professionals

Staffing Consultant 03/2012 - 06/2013

• Interviewed candidates on a daily basis to see if meet qualifications to be presented to clients

• Filled job orders/exit Interviews, Followed-up with clients and associates every day to ensure satisfaction.

• Selling techniques communication skills, questioning and listening techniques

• Maintained a high level of daily activity to fill job orders, recruitment of new applicants

• Conducted marketing calls to expand the Express market for new and existing business

• Utilized an automated system to track and fill orders keeps the business more organized and more efficient

• Followed up daily with clients and associates to ensure high satisfaction levels.

• Conducted employment verifications on all new employees, Conducted Prescreens of applicants

• Communicated effectively with peers daily to ensure job orders are being fulfilled

HR Assistant, COOP 05/2012 – 06/2013

HM Dunn Aerospace

Collected and Reviewed Over 200 Resume’s and Application

Conducted new hire orientation, Assisted with benefits coordination and assistance

Assisted new EEs with completing benefits forms

Pre-screen Applicant’s and forward resume’s to Hiring Managers

Implemented a new safety eyewear program, Help visitor’s connect with staff, Answer inquiries from employees Schedule interviews, Extend Contingent Offers, Set up new hire’s in the ADP Payroll System, Ordered Office Supplies

Filed, Collect data for monthly metrics & tracking system, Prepared EEO-1 and VETS-100 Reports, turnover, termination, and promotions

E-Verify I-9s, Enter changes into the system, Schedule interviews Audits of employee files “compliance” I-9s, Filing Workers Compensation, FMLA

Assisted payroll benefits with setting up online work flow processes, benefits enrollment, and other online functions, Maintained bulletin board update, Followed all government rules and regulations

Store HR Coordinator 03/2011 – 10/2012

Martinizing Dry Cleaners

Updated recruitment contacts as well as store recruitment records

Created and maintained job descriptions, researched projects, posted job on various websites

Maintained employee new hire packets, Document employee issues per owner request “Disciplinary actions”

Maintained files for each employee: Update Payroll files, employee files, Maintained I-9 records and payroll records

Established hiring procedures including background checks

Maintained and update employee attendance records: calendar and attendance book

Understood and exercised HR law knowledge to keep organization legal

Recruited high school students employees; coordinate with owner, scheduled interviews

Audit employee files to insure paperwork in precise order, as well as assisted with employee termination

Overseen 3 dry cleaner s branches

Developmental HR Coordinator/Manager (Intern) 01/2010 – 04/2012

Trust Women Organization

Researched and formulated strategies which effectively aid in employee retention, assisted director with marketing project

Consulted with managers and supervisors about company policies and procedures

Developed rules for the organization, an application, update job descriptions, employee handbook, employment laws, health and safety

Consulted with director regarding employee turnover, absenteeism, changes in work settings, employee motivation and recognition, and other employee related aspects

Conducted interviews with candidates, reviewed & handled company insurance and benefits, handled referrals of well-qualified and skillful applicants to the respective director

Recruited students for summer interns, planned and executed supplies needed for the recruitment drive Coordinated meeting work with other staff members, Determined employee performance appraisals

Documented and developed plans and strategies for recruitment

Receptionist

H&R Block, Wichita, KS 01/2004 to 02/ 2011

Prepared tax preparation for customers/ Maintain light bookkeeping and filing tax packets

Contacting customer concerning tax refunds and billing invoices/ experienced in general office skills such as data entry, copying, faxes Collections and answering multi- line telephone general customer service skills

Education & Certifications

BUTLER COMMUNITY COLLEGE Eldorado, KS

Associates in Applied Science, Graduated June 2010

WICHITA STATE UNIVERSITY – Wichita, KS

Bachelors in Liberal Arts & Sciences Women Studies with a minor in Management. Graduated December, 2013

FRIENDS UNIVERSITY – Wichita, KS

Masters of Global MBA with a concentration in Change Management – Graduated May 2016

Studied Abroad in Beijing, China June 2015

Key Notes

Professional Development:

Completed ongoing HR leadership training in the areas of compensation and benefits, employee and labor relations, leaves of absence, workers’ compensation and workplace safety/security

Affiliations:

Society for Human Resource Management ( Wichita SHRM)

Exploration Place Children Museum ( Volunteer)

Young Professionals of Wichita (YPW)

Wichita Northeast Leadership Council (Volunteer)

Dress for Success (Volunteer)

Wichita NAACP (Volunteer)

Computer Skills:

HRIS applications (PeopleSoft Enterprise Human Resources, ADP, SAP)

MS Office (Word, Excel, PowerPoint, Access, Outlook)

Contact this candidate