customer service representative

CHARLES E. JANNETTI * Plymouth Drive Howell, New Jersey 07731 732-***-**** / *********@***.***

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TARGET POSITION

Client Interface & Service Specialist - Hospitality / Health Care / Commmunity Relations

VALUE OFFER

Set and maintain higest standards of quality focused services interface favoring clients, guests, or visitors. Learn new career option detials and prepare for a longer term second career in one of these fields.

RECENT CONTRIBUTIONS

Linked management and employees by handling questions, interpreting / administering policy, addressing work-place needs, developing employees’ skills, and enhancing knowledge base

Analyzed and modified procedures to maintain competitive programs and ensure value to end-users

Supervised, coordinated work activities related to a positive work setting

Designed and conducted orientations with positive results meeting organizational objectives

Handled difficult duties, including understaffing, disputes, terminations, and disciplinary actions

Identified skill gaps and staff vacancies to attract, recruit, select, train and retain employees

Planned, organized, coordinated personnel training and labor skills development

Represented organization at judicial hearings and various investigations

EMPLOYMENT …position titles refer to last role held

GATEWAY INTERNATIONAL, INC. HR CONSULTING, CAREER COUNSELING, EXECUTIVE GUIDANCE

EXECUTIVE ADVISOR / SENIOR COUNSELOR PARSIPPANY, NJ 2002 - NOW

OSTEOTECH, INC. [BIOTECH / PHARMACEUTICAL; MANUFACTURING] EATONTOWN, NJ 1996 - 2002

DIRECTOR, HUMAN RESOURCES

LOCKHEED MARTIN [AEROSPACE / DEFENSE MANUFACTURING] E. WINDSOR, NJ & 1994 - 1996

ASSOC. DIR., E. R. / MGR. STAFFING, COMP, BENEFITS MIDDLE RIVER, MD 1984 - 1986

MENTOR GRAPHICS [ELECTRONIC DESIGN AUTOMATION SOFTWARE] WARREN, NJ 1992 - 1994

INTERNAL HUMAN RESOURCE CONSULTANT

KEPNER-TREGOE [PROCESS CONSULTING; TRAINING] PRINCETON, NJ 1987 - 1991

DIRECTOR, EMPLOYEE RELATIONS

CIGNA [COMMERCIAL PROPERTY / CASUALTY INSURANCE] NEW YORK CITY 1986 - 1987

REGIONAL HUMAN RESOURCE MANAGER

GENERAL ELECTRIC [CONSTRUCTION OF FOSSIL FUEL APC EQUIPMENT] LEBANON, PA 1979 - 1984

MANAGER, PROFESSIONAL RELATIONS

EDUCATION / TRAINING

Aquinas College B.A., Education Cert. / Sociology

University of Michigan - Business School Certificate Programs Anne Arbor, MI

Career Planning in Organizations and Strategic Human Resources Planning

General Electric Training Center - Corporate Programs Croton-on-Hudson, NY

Manager Training - Budgets and Finance for non-Financial Managers

Compensation - Performance Management - Corporate Communications

Behavioral Interviewing - certified trainer / train the trainer program graduate

RANGE of CORE COMPETENCIES

Open manager / employee communications

Identify, produce, and support policy / handbook / manuals

Recruit, develop, retain employees; build management practices

Guide and train use of process based decision making and problem solving

1. Communication Skills skilled speaker, listener, writer, and reader; make clear and respectful point

2. Intelligence think analytically / logically; broad perspectives to assess situations and approach ideas

3. Stress Management dependable work under pressure; fast pace worker able to sequence and prioritize

4. People Skills work with others or clients; inspire smarter work; manage workplace conflict; people skills reflect well on the company; and work with others to conduct team assignments and communicate

5. Reliability is a key offering; will always arrive on time and do the work at hand plus go above and beyond; organize and plan time and willing to deliver the extra effort to attain needed results

6. Leadership and management skills to meet needs through acquired knowledge base; encourage co-workers and teammates to take charge and discuss decisions or solutions

7. Enthusiasm hold positive views with high energy; behavior is always “will do”

8. Problem-Solving tackle issues through careful evaluation from various angles to offer “fix” options

9. Flexibility roll with issues and change while making decisions and reviewing new ideas

10. Technical Skills include typing skills, software knowledge, various HR programs, and development skills

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