Manager Customer Service
Resume:
Edouine S. St. Hilaire
**** ***** ******* ****, ********, GA 30028 Ph: 843-***-**** Email: *********.*******@*****.***
TOP PERFORMING MANAGEMENT PROFESSIONAL
Demonstrated success in negotiating win-win compromises by assisting with selection and training of new employees, as well as re-trained old employees, in order to reduce mishandling incidents, errors, and accidents by as much as 65%
Used an understanding of Human Capital to successfully decrease site attrition from 12% quarterly to less than 6% saving the organization more than $32,000 a quarter
Lead multiple special projects successfully under pressure and on a short deadline
Successfully revamped small business call center domestic and offshore while responding strategically to changes in the marketplace
Successfully presented a Corporate Culture of Execution and High Performance to a novice call center environment
Skillful at adopting new approaches or changes in work processes and procedures and recommending major shifts in business practices and strategic planning
Successfully set and achieved corporate social responsibility and sustainability goals
Successfully contained costs while retaining top talent and maximizing productivity through downsizing, furloughing employees, outsourcing and offshoring
Experience overseeing and managing the development, coordination, and execution of policies and processes in strategic planning, procurement, contracting, administrative services
Experience using ADP, Kronos, PayChex, KForce and Halogen HRIS
Employment Experience
Incomm, Norcross, GA 01/15 – 07/16
CS, MS, Operations Manager – HR Associate
Staff administration duties:
Preparation and management of staff work schedules
interviewing and hiring
Attendance and performance monitoring
Staff discipline
Payroll data (time-clock) verification
Responsible for departmental reporting and analysis
Drove internal and organizational change
Successfully updated contact center policies to include employee handbook, performance expectations, attendance, etc
Resolved informal and formal complaints and grievances
Monitored employee performance, determined level of competence and rating of record and initiated remedial performance based actions
Created new hire training manual to ensure a consistent and effective training class
Handled all of functions of an active hiring manager for all contact center positions; non-exempt and exempt
Created effective job description, job requirements and job postings
Revamped departmental duties
Created new hire onboarding schedule and action items
Greeted new hires and gathered I-9 documentation
Performed employee annual appraisals and calculated potential merit increases using Halogen HRIS
Approved and processed employee PTO request and payroll
Conducted ADP, new user trainings
Conducted exit interviews
Created department job descriptions
T-Mobile, Charleston, SC 08/12 – 07/14
Coach General Care
Led a team of approximately 15 representatives to offer differentiated customer service
Coached, motivated and inspired team members to achieve and exceed performance results
Managed KPI’s that included PsPPH, Quality, CRT, OCR, Transfer & Conference, MyVOC
Acted as a mentor to team members to reach career and organizational goals
Monitored employee performance, determined level of competence and rating of record and initiated remedial performance based actions
Developed work improvement plans
Provided timely feedback to the management team on customer trends, issues and needs
Resolved operational and interdepartmental problems quickly
T-Mobile, Miramar, FL 09/2006 – 06/2011
Operations Manager
Contract placement by Interactive Response Technologies
Managed 6-8 direct reports including Coaches and employees, processes and activities on a real-time daily basis
Responsible for coaching, developing, leading, modeling, motivating, analyzing, organizing, staffing, training, hiring, firing, scheduling
Monitored employee performance, determined level of competence and rating of record and initiated remedial performance based actions
Protected market share and achieved customer retention goals
Identified technology improvements for productivity/service improvements
Resolved operational and interdepartmental problems quickly
Resolved informal and formal complaints and grievances
Provided timely, accurate and effective employee information and feedback.
Developed work improvement plans
Processed employee payroll
Approved and denied PTO request
Completed annual appraisals
Additional Employment: Branch Manager – HR Associate, St Clair Financial Services – 10/10 – Present – Seasonal / Virtual position
Education
Bachelors of Science, Administration with a specialization in Human Resources
Barry University
Candidate for PHR Certification
Member of Phi Eta Sigma Honors Society
Member of Sigma Tau Delta International English Honors Society
Florida Certified Notary
IRS Certified ERO
Relevant HR Courses
Strategic Human Resources Management
Labor Relations
Employment Law
Diversity in the Workplace
Skills/Knowledge/Abilities:
Applications:
MS Office, MS Lync, Siebel, SAP ~ References will be provided upon request
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