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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary

Human Resources and Customer Service Manager offering over 20 years of management experience and development of high-performing teams through recruitment, training, organizational development and evaluation of performance. Strong record of accomplishment working with Customer Service managers to build organization to meet performance goals. Strong background in directing hiring practices, , developing employee policies, managing employee payroll and benefits and working with executive team to develop talent acquisition and retention goals. Flexible hard worker ready to learn and contribute to team success. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.

Skills
  • Work ethic
  • Employee engagement
  • Prepare correspondence reports
  • Staff compensation
  • Human resources operations
  • Staffing, hiring and recruiting professional
  • Leadership development
  • Budget/Scheduling
  • Communication
  • Multitasking
  • Microsoft Office
  • Employee relations
  • Workforce Management
  • Training and coaching
  • Schedule coordination
  • Inventory Control/Manage expense reports
  • Attendance/Compensation
  • Prepare Corresponding Reports
  • HRIS/HR Software
  • Project Management
Experience
CustomerSuccessManager(40-50hr/wk87665Yr(GS13)EAS, 05/2022 - 11/2022
Levi Strauss & Co. Las Vegas, NV,
  • Demonstrated excellent communication skills with employee relations by Voice Of Employee with the Voice Of Business and related changes with daily meetings
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Delivered continuous training to associates to maximize performance and customer service
  • implemented attendance control and reduced sick leave to 3%
  • Responsible for over 56 employees, 20,000 deliveries.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Audited customer account information to identify issues and develop solutions.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Explained benefits, features and recommendations to maximize client retention.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Coordinated training programs, enabling staff to support company objectives.
  • Met with customers to discuss best practices and drive outcomes.
  • Monitored KPIs to assess customer engagement.
  • Demonstrated and explained product features and benefits to overcome customer objectives.
  • Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
  • Aligned with teams in other departments to create offering meeting needs of lucrative clients.
HumanResourcesManager40hrs/wkTemporary(GS13)83,000, 05/2020 - 05/2022
Onpoint Group Houston, TX,
  • Effectively inform Managers on recruitment and placement procedures.
  • Worked with EEO ( Equal Employment Opportunity) on complaints involving employees in the office.
  • Effectively trained other Managers and Executives on parcel pick up tools to increase efficiency and business.
  • Step2 designee for all formal grievances. Processed each grievance and made decisions based on respective bargaining unit.
  • Provided HR consultation services to leadership and department heads.
  • Assisted with onboarding new employees by conducting orientation and company-wide or job-specific training.
  • Mentored team members to succeed and advance within department and company.
  • Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
  • Evaluated employee skill levels and implemented new techniques to boost staff knowledge.

. Developed Hiring and Recruitment policies.

  • Investigated inquiries on Hostile Work Environments and Sexual Harassment with assist of Zero Tolerance for Jamaica stations
  • Created job postings, reviewed resumes, conducted interviews for onboarding employees in all hiring placement of qualified candidates.
  • Prepares Ad-hoc reports
  • Gather information and translates findings into specific corrective action or other appropriate measures.
  • Held exit interviews and documented information discussed with employees.
  • Encouraged open communications, promoting positive and pro-employee work environment.
  • Demonstrate excellent judgement, troubleshooting, problem solving, handles multiple priorities simultaneously.
  • Developed hiring and recruitment policies to drive transparent and fair hiring process for selecting candidates on basis of merit and relevance with job.
  • Compiled reports to provide management with accurate information and comply with policies and procedures.
  • Handled sensitive employee and company information with highest level of confidentiality and discretion.
  • Used HR website and other media to communicate HR processes, increasing understanding and consistent use.
  • Advised leadership and personnel on driving HR policies, union negotiations and business strategy implementation.
  • Compiled reports to provide management with information on policies and procedures
  • Researched and evaluated laws and regulations that assisted with labor negotiations.
  • Written and orally presents information to senior managers that provides advice to managers and supervisors on complex employee relations
OperationsManager40-55hr/wkEAS20Temporary(GS13), 06/2018 - 05/2020
Fedex Lewisville, TX,
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Interviewed, hired and trained new quality-focused onboarding employees
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Responsible For revenue. Increased negative reporting revenue in 2018 to 7% increase.
  • Reduced process gaps while training new hires on products, software, operational best practices and store protocols.
  • Maintained knowledge of company's policies and services to reduce any complaints or concerns.
  • Oversaw and assessed Customer Service Management staff activities to provide personnel with regular performance-related feedback.
  • Created training manuals targeted at resolving simple and difficult customer issues.
  • Managed scheduling, training and inventory control.
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Recruited, hired and trained crew members on application of projects, customer relations and customer service.
  • Oversaw financial management, budget management, accounting and payroll activities.
  • Controlled departmental facilities use and approved requests for repairs or improvements.
  • Produced SOPs to document workplace procedures and optimize productivity through standardization.
  • Collaborated with board of directors to determine mission and values and plan for short and long-term goals.
  • Collected customer fees, managed refunds and provided complete sales documentation.
  • Accounting,Purchasing inventory.
Administrator79,996/YR40-55hrs/WkEAS19(GS-12)Perm, 04/2010 - 06/2018
United States Postal Service, USPS City, STATE,
  • Researched and developed strategies for best practices and promoting profitability.
  • Established positive rapport with customers and customer service team members to maintain positive and successful work environment.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Responded to in-person and online customers to improve company customer service ratings.
  • Step 2 designee for all formal grievances and met with 3 USPS unions.
  • Trained employees on safety processes and procedures
  • Assisted in new employee onboard hiring .Created jobs,reviewed resumes and all placement activities. for office
  • Appraised, forecasted and determined conditions and strategies to achieve goals and objectives.
  • Checked office stock to determine supply levels and maintain inventory.
  • Worked closely with human resources to support employee management and organizational planning.
  • Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
  • Researched and developed administrative policies, procedures and guidelines to facilitate operations.
  • Attendance and compensation control
City Mail Carrier 40-60HRs/Wk (GS-7) Permanent, 10/1996 - 04/2010
Company Name City, State,
  • Delivered mail along prescribed route and retrieved additional mail from relay boxes.
  • Routed all classes of mail in sequence of delivery along established route.
  • Observed road rules, weather and road conditions and other factors to maintain safe driving record.
  • Handled undeliverable mail in accordance with established procedures.
  • Separated mail to be transported to relay boxes along route for subsequent delivery.
  • Cleaned and checked over vehicle after completion of all daily deliveries.
  • Obtained receipts for registered and certain insured mail.
  • Furnished customers with postal information and provided change of address information and other related postal forms.
  • Delivered and collects mail on foot or by vehicle under varying road and weather conditions.
  • Used portable electronic scanner to track parcels and record tracking progress.
  • Acquired customer signature for registered and insured mail.
  • Collected customs charges, postage due and C.O.D. payments.
  • Furnished customers with postal information, change-of-address cards and other postal forms.
  • Delivered various types of mail on routes according to strict timelines.
Education and Training
Associated Degree: Business Administration, Expected in
-
York College of The City University of New York - Jamaica, NY
GPA:
  • Completed professional development in Business Administration
  • Major in Business Management
Accomplishments
  • Improved customer retention in 2020 by 43% from the previous five years.
  • Reduced staff turnover by 11.2% in one year by implementing several well-received team and morale-building programs.
  • Consistently maintained high customer satisfaction ratings
  • National Associations Postal Supervisors (NAPS) delegate
  • Consistently maintained high customer satisfaction ratings.
  • Reduced staff turnover by 5% in one year by implementing several well-received team and morale-building programs.
Certifications

Scrum Certification

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Resume Overview

School Attended

  • York College of The City University of New York

Job Titles Held:

  • CustomerSuccessManager(40-50hr/wk87665Yr(GS13)EAS
  • HumanResourcesManager40hrs/wkTemporary(GS13)83,000
  • OperationsManager40-55hr/wkEAS20Temporary(GS13)
  • Administrator79,996/YR40-55hrs/WkEAS19(GS-12)Perm
  • City Mail Carrier 40-60HRs/Wk (GS-7) Permanent

Degrees

  • Associated Degree

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