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Customer Service Representative

Beachwood, OH, 44122
June 30, 2016

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Dania Turner

**** ***** *****

Mentor, Ohio *****



Quality focused leader with experience in team-building, supervision and employee development. MBA Graduate with keen understanding of the interrelationships of key business functional areas. Top-notch contributor skilled at improving productivity and process efficiency. Articulate communicator with strong ability to establish rapport and inspire collaboration.

Software/System Skills

Microsoft Office







Keller Graduate School of Management Independence, Ohio

MBA, Human Resources Management 2012 to 2015

Chancellor University Cleveland, Ohio

B.S., Business Administration 2006 to 2011

Work History

Everstaff International Independence, Ohio

Position: Corporate Recruiter 2015 to Present

Successful in candidate sourcing, communication and application process.

Source, qualify, interview, and refer candidates for positions throughout the Company.

Utilizing a variety of candidate sources including referrals, networking, CareerBuilder, LinkedIn, Craigslist, etc.

Pre-screen all candidates using all available tools including resume analysis, application analysis, and telephone screen.

Tactfully communicate with all applicants not hired or determined unqualified for employment.

Work with other hiring managers to schedule interviews and discuss suitability of candidates.

Work to establish various candidate "pipelines" including colleges and universities, competitors, relevant industry companies, referral networks, etc.

Strategize with stakeholders to target talented candidates for company positions.

Provide follow-up communication and documentation including offers of employment, non-compete agreements, etc.

Eaton Corporation (Contractor) Beachwood, Ohio

Position: Recruiting Coordinator 2015 to 2015

Supports all aspects of the recruiting process with a focus on scheduling interview, organizing travel arrangements for candidates, reserving meeting rooms, and coordinating special events

Creates and distributes employment-related correspondence; e.g. applications, forms, etc.

Enters and updates information in our Application Tracking System (BrassRing/Taleo), maintaining a high level of data integrity and confidentiality at all times.

Manages daily emails, phone calls from candidates, hiring managers and human resource managers.

Communicates professionally, tactfully and with the utmost diplomacy at all times, treating all candidates with dignity and respect.

Initiates process improvement ideas and participates in project teams aimed at enhancing our procedures and systems.

Meets deadlines with accuracy in high volume work environment.

MC Sign Company (Seasonal) Mentor, Ohio

Position: Service Coordinator 2014 to 2015

Managed a workload of approximately 150-200 orders in varying stages at any given time, with responsibility for scheduling subcontractors; preparing proposals, request forms, work orders, and other documents; and maintaining customer contact.

Processed up to 75 incoming emails per day and responded to phone calls, documenting conversations.

Monitored outcomes to ensure alignment of work processes with overall goals.

Worked with customers and vendors to complete work in a cost effective, timely manner.

DataScan Field Services Solon, Ohio

Position: Senior Customer Service Representative 2005-2014

Lead a professional team of customer-focused individuals in ensuring top-quality customer experience and rapid equitable resolution of client issues.

Played instrumental role in sourcing, recruitment, interviewing and hiring of new team members.

Scheduled and assigned inspections.

Developed call center scripts based on client specifications.

Implemented and updated procedures as needed.

Played key role in company's community outreach efforts by managing volunteer efforts to assist various community groups.

Developed performance standards for inclusion in employee training manual.

Devised and implemented procedure for evaluating and tracking new hire progress.

Designed and implemented standard operating procedures to increase productivity.

American Automobile Association Independence, Ohio

Position: Customer Service Representative 2003-2005

Handled inbound calls for service from AAA members, with responsibility for meeting daily operational goals.

Provided information, responded to inquiries, dispatched calls to garages, and resolved customer problems with efficiency.

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