Customer Service Human Resource

KAILIA A GANDY

Houston, Texas ***********@*****.*** 225-***-****

Educational Background

Louisiana State University – Baton Rouge, Louisiana

Bachelor of Arts - Communications Studies (AUGUST 2016)

Professional Experience

ARAMARK- Baton Rouge, Louisiana February 2013- June 2016

Office Manager

Facilitates Human Resources functions including recruitment and accounting, guides the initiation and implementation of human resource operations, systems and programs while addressing overall workplace issues.

Works with senior management to create human resource policies and procedures

Create and post requisitions on iCIMIS

Screen all applicants through iCIMIS, conduct phone screens, and scheduled applicants for interviews

Lead job fairs on and off-site to assist in gathering a qualified candidate pool. Utilize social media, professional organizations, etc. to find candidates for hard-to-fill positions

Obtained, processed, and prepared all termination packets according to corporate filing standards (10-20 completed monthly)

Performed new hire onboarding, schedule required medical testing and schedule processing appointments. Hired over 100 employees monthly

Managed information in Electronic I-9/E-verify software/databases, including creating, updating, and maintaining electronic records.

Train new office managers on all processes and procedures, shadowing them in action; obtain all their access through IT.

Develops orientation, training and incentive programs

Manages leave-of-absence programs and personnel records, administers benefits enrollment and programs

Works with operations management to create budget for fiscal year.

Completed all cycles of payment processing for multi-state payroll for up to 18 employees in Kronos.

Completed transactional processing for payroll: Bonuses, Severance Pay, Expense checks and Manual checks.

Responsible for the administration of payroll in Kronos, accounts payable and accounts receivable.

Key Results:

Effectively manages 12-18 employees at food manufacturing site

Developed an interactive day-long orientation which included benefits overview, OSHA safety training and new hire portal completion

Developed an open-door environment that allowed employees’ voices to be heard in a constructive manner

Key factor in increasing retention-rate to 70% within an industry where high turnover is the norm. Increased employee PTO and sick days to allow employees to take care of personal needs

Negotiated approximately 50 salary offers, including sign-on bonuses and relocation packages

Attention to detail led to the recovery of $2,000 from vendors due to misallocation of funds to different accounts

Developed employee handbook entailing disciplinary procedures, code of conduct, FMLA policy and benefits information

Expanded the front line contribution by $70,000 by changing supply companies, streamlining non-essential accounts and forecasting employee’s hours

VARSITY VESTS- Baton Rouge, Louisiana January 2011 -September 2012

Customer Service Coordinator

Interfaced with customers to provide a quality customer service experience while handling each caller with respect and dignity.

Screened, interviewed and conducted orientation with new hires

Coordinated sales team by managing schedules, filing important documents and communicating relevant information

Handled the processing of all orders in QuickBooks with accuracy and reconciled sales the following day

Responded to complaints from customers and gave after-sales support when requested

Monitored the team’s progress, identifying shortcomings and propose improvements

Inform clients of unforeseen delays or problems

Key Results:

Addressed all customer inquiries and complaints within 24 hours, with the implementation of an email prompt.

Advanced website to be more distinguishable through social media accounts and search engines, such as Yahoo Search and Ask.com

Data/Me

INNOVATIVE EMERGENCY MANAGEMENT- Baton Rouge, Louisiana September 2005- May 2009

Administrative Assistant

Performs a variety of administrative support and special duties

Scheduled meetings, coordinated travel arrangements, and submission of expense reports

Collected documents and information for presentations and business meetings by retrieving information from multiple sources

Implement procedures to provide smooth running of departments

Prepared PowerPoint presentations, Word documents, and Excel reports

Interacting for external counterparts including clients, prospects and vendors

Served as assistant for project management department

Answers phones, forwards accurate and detailed messages, facilitates conference calls, and as appropriate, disseminates general information to callers

Maintained confidential information

Key Results:

Developed a system for ordering supplies for project related jobs

Skills

Proficient with Human Resource Management Systems: Kronos &iCIMIS

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