Customer Service Manager

AMY ETTEN

**** ****** ****** *., ********* MN *5113 612-***-**** ********@*******.***

SUMMARY

Amy has over twenty years of professional experience serving effectively in a variety of Human Resources, Medical Sales and Customer Service positions.

In these roles, Amy has a proven record in managing projects, facilitating training and providing general support to managers. She has been responsible for the design and implementation of employee incentive programs, acted as counselor and maintained employee relations to ensure legal compliance.

EXPERIENCE

2013 - present

Territory Manager/Sales Representative, J.K. Medical, Inc., Roseville, MN

Sales consultant for a Minnesota-based company focused on the health care industry, with expertise in infection control and prevention, cosmetic aesthetics and facial plastics.

Provide assistance and training to faculty and staff on various products, procedures and vendor knowledge; educate staff on the usage, outcomes and benefits of products and services.

Maintain high level of customer service and contact via phone, email and in person; consistent and reliable follow up with client requests, orders, issues, concerns and future needs.

2005-2011

Office Manager/HR Generalist, Insight Solutions Group, St. Paul, MN

Maintained all office files and new hire paperwork; assisted with benefit enrollment process, new hire orientation and management of 401(k) plan.

Prepared timely payment of client invoices and employee payroll; processed COBRA notifications as needed.

1997-2000

Human Resources Manager, MicroAge, Plymouth, MN

Facilitated project staffing activities including the recruitment, selection and hiring process; worked with managers to design and implement employee incentive programs.

Acted as liaison between corporate management and local offices to compile quarterly documentation and status reports in compliance with EEOC and Affirmative Action requirements.

Traveled to branch offices providing support to team managers in benefits training, performance reviews and annual salary administration.

Conducted new-hire and exit interviews for part-time and temporary employees.

1995-1997

Employee Relations Manager, McGladrey & Pullen, Minneapolis, MN

Worked effectively with managers and staff to design performance improvement plans and implement awareness programs.

Analyzed and resolved personnel grievances and harassment cases as necessary; interviewed candidates and presented findings to management team.

Prepared orientation presentations and new hire manuals; revised and enhanced company-wide policies through ongoing team meetings with key individuals.

1988-1994

Recruiting Specialist, HR Administrator, Morrison-Knudsen Engineers, San Francisco, CA

Represented the organization at various university recruitment and trade events throughout the Midwest.

Assisted managers with hiring procedures, screening of candidates and coordinating interviews.

Facilitated in education, training and certification of new and experience engineers.

Conducted new hire orientation and benefit meetings.

EDUCATION AND CERTIFICATIONS

B.S. in Business Administration with a concentration in communications from the University of New Hampshire, Durham

Certificate of Continuing Education – Leadership and Supervisory Skills for Women

Certificate of Training in Medical Procedures provided by J.K. Medical, Inc. (Medcom/Trainex courses: HIPAA guidelines, orientation/training on operating room aseptic techniques, OSHA training, electrical and fire safety training)

Completed training program on Affirmative Action Hiring Procedures, EEOC Compliance and Labor Laws

Train the Trainer, Preventing Sexual Harassment & Managing Diversity

COMPUTER SKILLS

Microsoft Office; Word, Outlook, Excel and PowerPoint

Experience with multiple applications across a variety of industries

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