Customer Service Human Resources

Tonya Starks

*** ******* ******, *****, ** ***** • *************@*****.*** • Phone: 870-***-****

HUMAN RESOURCE | LEADERSHIP| CUSTOMER RELATIONS |EDUCATION

Dedicated, focused and results-oriented professional with experience in Human Resource /Leadership/Customer Service and Education providing support while maximizing customer service levels to organizations in dynamic, competitive environments. Experienced leader with unique insight and cross-cultural communication skills, having studied, and worked in heavy employee contact environment.

CORE COMPETENCIES

Action Oriented Conflict Management

Results Driven Organizational Agility

Customer Focus Innovative

Team Cohesiveness Interpersonal and Approachable

Excellent presentation skills Excellent verbal and written communication skills

EDUCATION

Northcentral University, PHD of Business Administration in Human Resources Management

University of Phoenix, Master of Business Administration in Human Resource Management, 2006

David N. Myers University, Bachelors of Science/Arts in Business Administration in Management, 2002

PROFESSIONAL EXPERIENCE

Closeout Specialist, Priority Solutions, Memphis, TN 3/2010 – Present

• Serve as the key operational person within department serving as the main point of contact between staff and VP of Client Relations.

• Manage special closeout projects for Merck and Pfizer

• Manage and train 7 direct reports in Special Project management

• Mentor team and other individuals in the organization as it supports employee development plans.

• Assure day-to-day operations within the closeout department are running smoothly.

• Identify process improvements including recommendations for established timelines and prioritization of projects.

• Identify profitability issues and propose resolutions to management and account executives.

• Interact with internal and external clients such as Merck and Pfizer to ensure continuous customer satisfaction.

• Accountable for timely issue resolution and pro actively providing issue prevention recommendations.

• Facilitate effective communications and project status updates between departments.

• Procure and manage private investigators, and vendors.

• Conduct reference checks, and train pi’s on all related Merck and Pfizer processes.

• Schedule asset recovery from Merck and Pfizer Sales reps.

• Coordinate closeout experts, vendors, and Amerifleet to recovery assets.

• Update Logitrack system with pickups, returns, and invoices.

• Provide day to day leadership to Team Members in achieving customer satisfaction and agreed upon service level requirements while managing within operational budget;

• Manage freight payment functions, including cost center allocation, pre- and post audit, and liaisons with third party service providers;

• Provide reporting and performance metrics and effectively communicate rates and services;

• Utilize various software applications, such as spreadsheets, relational databases, statistical packages, and graphics packages to assemble, manipulate and/or format data and/or reports;

• Analyze shipment and financial data and interpret financial transactions to support business decisions;

• Detailed knowledge and understanding of organizational initiatives and ability to develop excellent working partnerships with all levels of organization.

• Excellent presentation skills and ability to relay information and influence results.

Freight Payment Coordinator, Smith & Nephew Incorporated, Memphis, TN, 8/2009-5/2010

• Create and distribute freight payment, claims, FedEx, DHL, UPS, and various carrier reports to Accts Payable.

• Assure internal audit of payment and other of carrier quality programs.

• Supervise shipment tracking and filing of freight loss and damage claims.

• Coordinate and process all freight invoice payments.

• Point of contact for claims to resolve any issues dealing with inbound/outbound material claims

• Investigation and research of all freight material claims.

• Cooperates and coordinates duties with warehouse personnel to process claims.

• Maintain metrics for On-time percentage, Claims, and Ancillaries.

• Create adhoc reports on Cost Centers for Sales team

• Audit reports from Green Mountain Consulting to ensure correct cost center is charged.

• Coordinate detailed system review of the Transportation processes to improve efficiency and effectiveness.

• Administrator of UPS CampusShip and responsible for training employees on shipping process.

• Initiate cost savings by conducting weekly meetings with Customer Service to discuss Address Correction with FedEx.

• Monitor and control inventory transfers for facing depots; Schedule LTL shipments

• Responsible for scheduling outbound shipments from the GDC.

Permanent Substitute Teacher, Earle School District, Earle, AR, 9/2007-8/2009

• Performed classroom duties, including dealing with conflict resolution and the recommendation of disciplinary procedures.

• Communicated assignments, problems, and deadlines to staff, students, and parents while maintaining educational mission.

• Effectively built student cohesiveness and student synergy while teaching students to work effectively.

• Complied accurate and complete student records. Ensured that rules concerning confidentiality were followed.

Traffic Specialist/Interim Mgr, Ford Motor Co. /Schneider Logistics, Memphis, TN, 12/2002-9/2006

• Developed and maintained a high performing organization through effective leadership, coaching, objective setting, development planning, training performance management and recognition of the transportation staff.

• Promoted and maintained a high performing organization through effective leadership, coaching, training performance management and recognition of staff.

• Served as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.

• Maintained records and compile statistical reports concerning personnel-related data such as hires, transfers, performance appraisals, and absenteeism rates.

• Assisted in providing current and prospective employees with information about policies, job duties, and working conditions

• Developed and delivered presentations for in-house training.

• Assisted manager in interviewing candidates, processing new hires, conducting departmental orientation, documenting performance and participated in administration of discipline.

• Developed and delivered presentations for in-house training

• Promoted safe work activities by conducting safety audits, attending company safety meetings, and meeting with individual staff members

Internal Audit Clerk, Methodist Healthcare, Memphis, TN, 8/2001-9/2002

• Performed internal audits on management processes of developing job description/performance appraisal.

• Evaluated and made recommendations for department processes of conducting and arranging training to ensure that the employment team is abreast of policies and procedures as well as other legal and regulatory compliance as it related to the human resources organizational functions.

• Reviewed and made recommendations regarding organizational policies and guidelines for hiring and adherence to EEOC and affirmative action programs and diversity goals set by the corporation.

• Recommend actions to ensure compliance with laws and regulations, or to protect solvency of institutions as it related to human resources.

• Participated in formal and informal meetings with human resources department in order to gather information and discuss findings.

• Collect and analyze data to detect deficient controls, duplicated effort, extravagance, fraud, or non-compliance with laws, regulations, and management policies.

• Examine records and interview workers to ensure recording of transactions and compliance with laws and regulations.

• Inspect account books and accounting systems for efficiency, effectiveness, and use of accepted accounting procedures to record transactions; Examine inventory to verify journal and ledger entries;

• Prepare detailed reports on audit findings; Prepare, analyze, and verify annual reports, and financial statements, using accepted accounting and statistical procedures to assess financial condition and facilitate financial planning.

TRAINING/COURSEWORK

Human Resources and the Law Leadership Foundation

Effective Leadership Motivational Interviewing

Human Relations and Org. Behavior; 2004 Managerial Communication and Ethics, 2004 Legal Environment of Business, 2005 Leadership Management, 2005

Human Resources Management, 2006 Employee Motivation and Compensation, 2006

Corporate Ethics & Compliance, 2008 Cultural Diversity, 2008

Effective Teams, 2008 Sexual Harassment, 2008

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