Sign in

Customer Service Representative

Berkley, Michigan, United States
October 17, 2016

Contact this candidate


Holly Groszko

Berkley, MI ***** 248-***-**** /


Three years of experience in an Onboarding / HR Generalist role, including communicating with and assisting new hires with onboarding, provide guidance, assistance, and support to contract employees, client managers, and internal recruiters.

Eight years of experience in managing the presentation, selection, offer, negotiation, closing, and administrative components involved in the recruiting process.

Twelve years of experience developing instructional material using the ADDIE Instructional Design methodology and facilitating on-line learning via eCollege and Canvas platforms.

Strong ability to analyze client needs and production goals to determine appropriate staffing solutions.

Demonstrated analytical, logic, and problem solving skills.

Excellent presentation and public speaking skills, experience conducting web based training and in person orientations.


Eastern Michigan University – Ypsilanti, MI

Master of Public Administration Program, - Coursework Completed 2003 to 2005

Concentrations in Public Administration, Management, Sociology

Eastern Michigan University – Ypsilanti, MI

Bachelor of Science Degree in Social Science, 2003

Concentrations in Sociology, Political Science, History

Professional Experience:

Human Resources Generalist August 2016 to Present

Audrik, Inc. DBA Roto-Rooter

Administer various human resource plans and procedures for all company personnel.

Assist in the development and implementation of personnel policies and procedures.

Conduct new hire orientation.

Assist in the management of the Customer Service Representative/Dispatch team, including creating the weekly schedule, training, and performance evaluations.

Develop and present a weekly safety training.

Attend disciplinary and performance meetings with managers and team leaders.

Development of Workforce Planning Project in order to recommend new approaches, policies and procedures to create organizational improvements for the 2017 fiscal year.

Reevaluated and revised employee handbook, and policies and procedures manual.

Monitor the performance evaluation programs, made necessary revisions.

Maintain EEOC, records, reports, and logs to conform to EEO regulations.

Implement accident reporting and investigation procedure.

Conduct recruitment effort for all personnel including plumbers and drain technicians, laborers, team leads, customer service and dispatch personnel, etc.

Updated job descriptions.

Handle employee relations counseling, discipline and performance counseling, and exit interviewing.

Participate in staff meetings.

Develop and maintain company organization charts and the employee directory.

Maintain compliance with federal and state regulations concerning all aspects of employment.

Onboarding Specialist September 2013 to August 2016

iTalent, LLC dba ektello

Manage the new hire onboarding process for contract employees in 26 states.

Draft new hire offer letters, independent contractor agreements, third party vendor agreements, and work orders.

Process background checks with third party vendors as required by clients, confirm compliance with client and ektello requirements.

Maintain employee electronic and hard copy files including payroll documents, medical benefits election forms, performance evaluations, and compliance documentation such as background check and drug screen.

Maintain all employee I9s, verify employee US work authorization via EVerify.

Assist Benefits Administrator with ACA tracking and reporting.

Communicate with the sales team regarding client specific requirements to ensure compliance.

Update, maintain, and organize information in multiple databases relating to employment records, payroll, client invoicing, etc.

Enter new employee information in HRIS systems including Bullhorn, SpringAhead, and ADP. Verify client contact, time approvers and create records for these in Bullhorn and SpringAhead.

Maintain monthly placement data reporting with regard to candidate sources, submit to interview, interview to hire ratios.

Calculate data to report Gross Profit percentage to goals, monthly and quarterly

Manage submission of weekly timecards, ensure that timecards are submitted and approved for processing each week.

HRIS Administrator

Document processes and reporting requirement procedures

Train system users and ensure a solid understand in order to operate the system. Create training materials for system users utilizing ADDIE methodology.

Identify training opportunities, develop, and deliver training sessions to users.

Perform system administrative functions to maintain data integrity and reliability.

Perform application level configuration changes.

Identify and resolve system issues; communicate directly and independently with external vendors and business partners to open support cases and monitor issues to satisfactory resolution.

Create and maintain reports; including custom, ad-hoc, and standard reporting

Provide troubleshooting and support for end users related to system access or system functionality.

Communicate directly with Bullhorn to open support cases and monitor satisfactory resolution.

Design and implement changes to system configuration in order to enhance functionality.

Make updates to system configuration based on changes in the organization and business processes.

Develop and maintain documentation of system configuration and business processes.

Design, develop, test and implement ad-hoc management reports.

Ensure companywide software use consistency to guarantee data integrity.

Identifies opportunities for system and process improvements, work with the Director of Operations and CEO to implement solutions.

Instructional Development and Teaching Assistant, Consultant January 2004 to Present

Eastern Michigan University – Political Science Department Ypsilanti, MI

Using ADDIE Instructional Development methodology, create new presentation formats, research, write and/or edit material content, and apply design/graphic principles for existing content in order to facilitate greater understanding of the course content for different types of learners.

Develop, upload, implement and maintain internet based Introduction to American Government course using eCollege and Canvas LMS platforms.

Apply the fundamentals of adult learning in course content development in order to engage all types of learners and empower them to succeed.

Conduct and lead real-time live chats with students, communicate regularly with students viaemail.

Lead and contribute to class discussion, providing timely responses to students, and understanding what problems students are having.

Responsible for maintaining an updated course syllabus, scheduling course activities and deadlines, designing the layout of eCourse content.

Create and assess coursework assignments based on textbook content.

Continually reviewing and improving training materials based on software changes and new media opportunities.

Tracks student or participant performance and course desirability.

Manpower July 2012 to March 2013

Staffing Specialist Farmington Hills, MI

Recruit and interview qualified IT and Engineering, business professional, administrative, and manufacturingjob candidates.

Execute placement of qualified job candidates in industries ranging from automotive, marketing, health care, defense, and information technology.

Meet with new and existing clients to discuss business plans, projected staffing needs, and staffing solutions. Conduct facility tours and Site Safety Evaluations of new and existing client companies.

Analyze client needs, pain points and/or production goals and objectives to determine appropriate and specific staffing solutions.

Assess candidates based on telephone and face-to-face interviews, previous work experience, various skills assessments, and professional references to make hiring decisions.

Facilitate new hire orientation, familiarizing new employees with company standards and expectations, discussing safety requirements and procedures; ensure understanding of workplace injury and unemployment eligibility in the event that either should be required.

Maintain employee files, track work history, performance evaluations, compliance procedures such as background check and drug screen.

Respond to unemployment claims and attend unemployment hearings to determine employer liability.

Technical Recruiter January 2012 to July 2012

Technical Engineering Consultants Troy, MI

Recruit and interview qualified IT and Engineering candidates for a variety of positions in numerous industries in the Metro Detroit area, primarily automotive.

Assess candidates based on previous work experience, interview, assessments and references to make hiring decisions.

Anticipate client needs and recruit candidates based on assessment.

Maintain employee files, track work history, performance evaluations, compliance procedures such as background check and drug screen.

Admissions Representative November 2010 to January 2012

Kaplan Higher Education Dearborn, MI

Consult with prospective students utilizing a consultative communication methodology, and motivational interviewing strategies.

Perform enrollment and admissions activities in compliance with company Admissions Code of Conduct, policies, and procedures.

Work closely with the Financial Aid department to meet the needs of students.

Contact inquiries by phone and email, conduct follow-up activities with potential and currently enrolled students.

Program Director August 2009 to October 2010

Jenny Craig Weight Loss Canton, MI

Responsible for customer service within the Centre, meeting the needs of existing and potential clients through the professional delivery of the Jenny Craig program including sales, service and tools.

Meet with new clients and returning clients to assess weight loss goals and program needs using motivational interviewing skills.

Perform weight loss consultations with clients as well as periodic service checks to ensure client success on the program.

Make outbound calls to inactive clients, prospects and leads to generate business.

Technical Recruiter August 2008 to July 2009

Acro Service Corporation Livonia, MI

Recruit and interview qualified IT and Engineering candidates for a variety of positions in numerous industries across the country, including automotive and aerospace & defense.

Assess candidates based on previous work experience, interview, assessments and references to make hiring decisions.

Anticipate client needs and recruit candidates based on assessment.

Cengage Learning July 2009 to Present

Freelance Supplement Author

Design and create supplemental educational materials for various college level social science textbooks.


1.Holly Groszko, PowerPoint Supplements to GOVT6, by Edward Sidlow and Beth Henschen (Boston: Wadsworth, Cengage Learning, 2015).

2.Holly Groszko, Instructor Manual to Understanding Politics, by Thomas M. Magstadt (Boston: Wadsworth Publishing, 2011).

3.Holly Groszko, PowerPoint Supplements to GOVT4, by Edward Sidlow and Beth Henschen (Boston: Wadsworth, Cengage Learning, 2013).

4.Holly Groszko, Instructor Manual to World Politics: Trend and Transformation, by Charles W. Kegley (Boston: Wadsworth Publishing, 14th Ed., 2012).

5.Holly Groszko, Instructor Manual to World Politics: The Menu for Choice, by David Kinsella (Boston: Wadsworth Publishing, 10th Ed., 2012).

6.Holly Groszko, Web Quiz to The Irony of Democracy: An Uncommon Introduction to American Politics, by Thomas R. Dye (Boston: Wadsworth Publishing, 15th Ed., 2011).

7.Holly Groszko, PowerPoint Supplements to Power and Society: An Introduction to the Social Sciences by Brigid C. Harrison (Boston: Wadsworth Publishing, 12th Ed., 2010).

8.Holly Groszko, Instructor Manual and Test Bank to The Challenge of Democracy Essentials: American Government in Global Politics by Kenneth Janda, Jeffrey M. Berry, Jerry Goldman, and Kevin W. Hula (Boston: Wadsworth Publishing, 8th Ed., 2011).

9.Holly Groszko, Instructor Manual and Web Quiz to The Promise and Performance of American Democracy by Jon R. Bond and Kevin Smith (Boston: Cengage Learning, 10th Ed., 2011).

10.Holly Groszko, Test Bank to Comparative Politics: Domestic Responses to Global Challenges by Charles Hauss (Boston: Cengage Learning, 7th Ed., 2010).

11.Holly Groszko, PowerPoint Supplements to GOVT/CA by Edward I. Sidlow, Beth Henschen, Larry N. Gerston, Terry Christensen (Boston: Wadsworth, Cengage Learning, 2011).

Technical Skills:

Proficient in Microsoft Word, Excel, PowerPoint, and Outlook

Experience with Bullhorn, Oracle, PeopleSoft, Beeline, IQNavigtor, ZeroChaos, ADP, Paychex, Peoplefluent, Agile1, Acceleration, and various other proprietary HRIS and ATS applications.

Contact this candidate