Customer Service Human Resources

Nicolette Leigh Mento PO Box *** Haddonfield, NJ *8033

484-***-**** - *********.*****@*****.***

Education:

Bachelor of Business Management Master of Public Administration (HR)

September 2003-May 2006 Expected Graduation 2012

Microsoft Certified September 2006 Six Sigma Course July 2008

Professional Experience

Human Resources 2011- 2012

Zerbe Sisters at Woodland Heights (Continuing Care)

Reduce costs of overtime, agency staff and improper compensation arrangements; Develop, and implement changes that affect employees with a compassion an¬d equality: Align policy and practice with organizational culture and family values; communicate with and be available to employees, liaise with leadership; Current projects include stabilizing staff turnover, cost reduction, employee safety

Direct or carry out all administrative functions of Human Resources:

- Planning interdepartmental orientation, Developing and conducting Conflict Management training (harassment, violence, bullying, etc.) Discipline, Plan of Action and Termination, Benefits Administration, Recruiting, Interviewing, Hiring, Background and Criminal checks, Maintaining compliant employee records and more

Write and update policies, procedures and job descriptions to maintain compliance and limit liability

Provide guidance to leadership and management regarding employee complaints, ¬¬-deficiencies, and strategies for their own professional development

Corrected health insurance invoices; followed up and verified corrections were made- tracked corrections for months with insurance administrators to make sure issues were not dropped

Reduced Agency spending by 60% in 4 months- Carried out restructuring and implemented a wage reduction for RN’s filling LPN positions

Develop and maintain relationship within the community for Marketing, Recruiting, Employee Benefits, and Educational opportunities

Serve on committees and teams:

- Employee Safety: Reduces workers compensation claims and insurance rates

- Wellness and Recognition: Improves morale and lowers health spending

- Orientation: Develop comprehensive orientation for strong beginnings and to reduce turnover rates

Administrative Support February 2011- October 2011

CRA inc. Consulting Group- Talent, and Leadership Development Divisions

Support roll-out of Talent Division, Applicant Tracking; Plan Peer Group networking events for the East Coast Region; Compose, proof and reconcile monthly expense reports for consultants; Manage logistics for client consultations out of office;

Book travel for directors and manage professional and personal calendars

Record and track documents received for talent practice candidates; Manage databases of recruits and contacts; screen candidates

Prepare interview and training materials

Organize networking contacts and manage peer-group communications for inbound marketing efforts

Prepare invoices and expense reports for monthly billing

Customer Service Representative II July 2007-December of 2010

Pfizer Animal Health

Generated $1 million annually selling veterinary drugs business to business. Selected for department’s 1st outbound marketing campaign. Represented Pfizer at recruiting events and trained new employees. Maintained 99.6% or higher order entry accuracy.

Provide exceptional customer service while processing 120-180 phone calls daily

Initiated Gallup Poll team to direct suggestions to the appropriate departments and resolve employee complaints

Provide support to supervisors and various departments:

- Recruited and interviewed applicants

- Contribute to new employee training by developing training materials and mentoring new employees on the floor

Use multiple technology resources daily; including Revenue Cycling System and Microsoft Office

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