Support Manager offering 15 years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management.
Skills
Training and Development
Scheduling
Customer Service Expertise
Staff Management
Employee Training
Team Development
Quality Management
Training and mentoring
Document management
Sales and marketing
Business administration
Customer service
Labor negotiations
Compensation and benefits
Payroll coordination
Succession planning
Recruitment
Benefits and Compensation Management
Conflict Resolution
Recordkeeping
Benefits administration
Records management
Education
Windsor High SchoolWindsor, CAExpected in 06/2004 ā āHigh School Diploma: - GPA:
Work History
Sap - Support Manager Atlanta, GA, 08/2021 - Current
Coached employees through day-to-day work and complex problems.
Established and updated work schedules to account for changing staff levels and expected workloads.
Interpreted management directives to define and document administrative staff processes.
Assessed previous resolutions to uncover deficiencies in coverage and develop improvements.
Standardized office structures and processes to promote collaboration and increased performance.
Monitored employee and customer interactions to assess quality of service.
Assessed personnel performance and implemented incentives and team-building events to boost morale.
Established and implemented training programs to maximize team performance.
Developed detailed plans based on broad guidance and direction.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Trained and developed personnel to improve safety, employee relations and resolve any issues.
Defined clear targets and objectives and communicated to other team members.
Trained authorized personnel in power equipment maintenance and enforced participation in exercises focused on developing safety and procedures.
Established team priorities, maintained schedules and monitored performance.
Universal Health Services - Human Resources Coordinator Encino, CA, 06/2007 - 08/2017
Assisted with recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in interview process and drafting offer letters.
Directed job fairs to bring in local talent for long term and seasonal positions.
Explained employee compensation, benefits, schedules, working conditions and promotion opportunities.
Completed employee employment verifications and unemployment paperwork prior to hire or termination.
Maintained human resources information system and kept employee files up to date and accurate.
Entered personnel and subcontractor data into central database.
Handled immigration-related issues for each business unit.
Coordinated meetings, developed meeting content and presented human resources law updates.
Reviewed and corrected job offer letters for completeness and accuracy before approving delivery.
Assisted management staff in annual year-end processes and data audits.
Addressed and resolved general payroll-related inquires.
Conducted background checks on candidates by obtaining information from law enforcement officials, previous employers and references.
Counseled managers and employees regarding company policies, procedures and workplace issues.
Evaluated timecards for accuracy on regular and overtime hours.
Reviewed human resources paperwork for accuracy and completeness, including verifying, collecting and correcting data.
Sent notices to employees and subcontractors regarding expiring documentation.
Collaborated with curriculum coordinator on annual updates of staff handbook.
Captured key feedback from employees during exit interviews.
Coordinated company training and compiled training reports and communication to support compliance with corporate requirements.
Supported human resources staff with new hire orientations and monthly departmental meetings.
Supported HR functions with emphasis on record keeping, data entry and general HR tasks.
Completed background and reference checks to facilitate hiring and onboarding of employees.
Wal-Mart Inc - CCTV Installer City, STATE, 01/2004 - 06/2007
Fully installed various security devices.
Performed annual inspections on fire and security alarm systems
Responded to maintenance calls and troubleshot devices.
Maintained accurate records of customer service calls and inputted all information into company's database.
Proved successful working within tight deadlines and fast-paced atmosphere.
Used coordination and planning skills to achieve results according to schedule.
Resolved problems, improved operations and provided exceptional service.
Read and understood product manuals and blueprints.
Communicated effectively with management and loss prevention associates, answering questions and concerns regarding systems.
Demonstrated features and functionality of alarm systems to management and loss prevention associates.
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