Human Resources Customer Service
Resume:
SAMUEL R. GUERRINI
Flower Mound, TX 75028
***********@*******.***
HUMAN RESOURCES CONSULTANT/Business Partner/ Recruiter/Trainer with advanced skills in talent acquisition; call center operations, compensation and benefits, training and development, and employee/labor relations. Well versed in both State and Federal labor laws, i.e., OFCCP, EEO/AA, Conflict Resolution, HR Strategy, Coaching/Counseling, Workforce Planning, Succession Planning and Performance Management. Recognized for resolving problems before they reach crisis stages and maximizing returns on total funds invested. Accomplished at bringing projects in under budget and ahead of schedule. Dedicated team player and committed to Total Quality Management and Six Sigma methodologies. Experienced in both line and staff management. Recruiting skills in multiple industries and vertical markets. Expertise in managing projects and teams in a matrix organization.
EMPLOYMENT HISTORY:
Research in Motion , Inc. 2008 – 2011
Global Talent Acquisition/Sr. Corporate Technical Recruiter – One of three senior level recruiters hired to build the Research & Development organization in the US. Recruited, assessed and hired Software teams that built R&D sites in Florida, Texas, Illinois and North Carolina. Recruited all US field personnel for BlackBerry Systems Engineering. Hired product team who developed the top selling BlackBerry of all time. Helped to establish a presence in the US for RIM.
Rodney Samuel Consulting 1999 - Present Professional Services (Employment, Staffing, Technical Recruiting, Training, Call Centers)
Provided customized human resources services that included recruiting, assessing, testing, training, interviewing and hiring of key personnel for clients. Designed on line tools, applicant tracking systems, metrics and HRMS reporting mechanisms for customers. Developed career paths, succession plans, compensation models and performance appraisal tools for clients. Advised and authored policies and procedures for various operations environments including call centers and employee service centers. Clients include: Nokia, Microsoft, Bell Helicopter Textron, Michaels, Blockbuster, Disney ABC Media Networks, DFW Airport and the Transportation Security Administration.
R.D. Raab & Company (Professional Services HR) 1997-1999
Regional Director of Consulting
Managed the service delivery process for all staffing projects in the southeast region. Hired, trained and developed a staff of fifteen human resources consultants. Managed up to eight project managers. Created a best practices methodology detailing the company’s service delivery process. Managed all P & L responsibility for staff and projects in the southeast region. Increased customer loyalty and retention by 25%. Increased client base by 40%. Increased billable resources by 50%. Clients included: Price Waterhouse, Coca – Cola, SAP America, Sprint PCS, and J.D. Edwards. RDR was a professional services firm specializing in Human Resources Consulting and database implementation and training.
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Samuel R. Guerrini
Principal Consultant
Managed two highly successful full life cycle recruiting projects. Mentored and managed five researchers and consultants. Achieved a cost per hire that came in 40% under our forecasted budget. Provided training and guidance to new employees and researchers. Clients included Cimcase, Baan USA and Siebel Systems.
Tottal Solutions (Business Process Outsourcing) 1994-1997
Management Consultant/Talent Advisor
• Microsoft Corporation – Support client in the recruitment, screening, and selection of network support engineers, technical account managers, business analysts and international candidates including the Latin American Response Team. Introduced creative recruiting techniques to attract new candidates to Texas, North Carolina and Washington locations.
• West Hudson & Co. - Support client in the assessment and analysis of health care providers. Assessed personnel, cost analysis and operations. Recommended measures to improve efficiency and costs. Clients included Duke Medical Center and Cedar Sinai Hospital.
• CompuCom - Support client in the definition of call center requirements, equipment selection, facility layout, and personnel recruitment, selection, and training. Authored processes for call center.
IBM Corporation 1984-1994
Customer Service Manager – Directed Six Sigma and Total Quality Management training for all call center personnel. Awarded Malcolm Baldridge recognition for excellence in customer service. Required an aptitude for problem solving, as well as the people skills to build positive relationships under adverse circumstances. Managed customers in six states as well as twelve employees.
Human Resources Manager – Partnered with Operations and Field Management to consolidate twelve call centers into four regional centers. Pioneered the use of vendors and outsourcing partners.
Employee Relations Manager – Decreased by 25%, the number of open door and speak up concerns by proactively counseling and coaching both employees and managers.
Benefits and Compensation Manager – Increased employee satisfaction over 30% by educating employees on the value of capital accumulation.
Human Resources Analyst/Generalist – Cut Costs 20% by reallocation and creatively scheduling of resources. Coordinated efforts with Unemployment/Workman’s Compensation claims, Plan for Life-Work/Life Balance and Personnel issues related to Performance Management.
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Samuel R. Guerrini
EDUCATION AND PROFESSIONAL TRAINING
• B.S. in Education/Psychology - Shippensburg University, Shippensburg, Pennsylvania
• Dale Carnegie Training
• ISO 9000 (Distribution); Six Sigma; TQM (Total Quality Management - IBM)
• CIR (Certified Internet Recruiter)
• SPHR (Senior Human Resources Professional)
PERSONAL COMPUTER/TECHNICAL SKILLS:
Microsoft Office Suite, Windows Operating Systems
MS Outlook, Exchange, CC Mail, Eudora, Lotus Notes, BlackBerry
Restrac, Resumix, SAP, Peoplesoft, Kenexa, Oracle, Taleo, Recruitsoft, Vurv/Recruitmax, Brassring
AFFILIATIONS:
Penn State Alumni Association – Lifetime Member
Junior Achievement – Volunteer; 2011 Dallas Volunteer of the Year
WILLING TO TRAVEL ~ WILLING TO RELOCATE ~ VIRTUAL/ON SITE
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