career objective                              

results-driven human resources manager eager to contribute superior leadership, team building, and communication skills toward supporting the employer in optimizing operational and financial performance

profile                                                

ø  offer numerous years of progressive experience in human resources and operations management, with expertise in service-oriented, deadline-driven environments

ø  strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs; proactively monitor performance metrics to increase staff productivity, motivation, and retention through process improvements and incentive / motivation programs

ø  demonstrated success recruiting, training, and leading top-performing support teams; solid record of developing internal candidates for promotion

ø  facilitate internal communications regarding career opportunities, benefits, and employee relations issues; successfully mediate and resolve escalated employee issues

ø  solid understanding of complex labor laws, eeoc claims, and benefits / payroll administration; extensive supervisory and managerial training; depth of knowledge in banking regulations

ø  dynamic communication, presentation, negotiation, and relationship management skills

ø  sharp technical proficiencies including ms office (word, excel, access, powerpoint, outlook), click2staff, cms, acd, iex, hogan, svp, webtime, and teller vision

 

~ key achievements ~

• granted numerous awards and citations from wells fargo bank; recipient of president s award, silver and gold recognition for client retention, top performing manager designation, and performance scores 170% above target
• grew wells fargo sales by 110% in under one year
• implemented process improvements and restructured department to increase spherion team quality scores by 19 points to 94%, maximize productivity levels, decrease credit adjustment workflow volume by 72%, and reduce monthly staff attrition by 8%
• established highly effective reporting system resulting in 26% decrease in call volume at spherion
• as call center unit manager at bank one, led team to consistently rank as top performers in quality, sales, and retention; boosted product sales by 365% and generated more than $1.5m per month

education                                           

bachelor of science in human resource management, kaplan college                                    2009

 

sphr certification                              

professional experience                

vice president / store manager, wells fargo bank, canyon lake, tx                                         2003 c present

• drive financial products sales figures by mentoring and leading team to provide attentive, knowledgeable service to existing and prospective customers
• manage recruiting and staffing initiatives, develop team members for internal corporate growth and promotion, and provide formal and ongoing performance assessments

 

continued

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assistant call center site manager, spherion, nederland, tx                                                    2000 c 2003

• effectively oversaw team of seven managers and more than 200 full time employees in daily activity, including sales, customer service, and account management

• carried out recruiting, training, workflow planning, employee relations, disciplinary action, and performance management responsibilities
• accurately prepared forecasts and coordinated staffing accordingly, managed p&l, administered event budgets, and served as community representative for corporation

 

call center unit manager, bank one na, dallas, tx                                                                  1993 c 2000

• expertly trained and managed four team leads and approximately 30 telephone bankers in providing exceptional customer service; executed hr duties including recruiting and conducting staff performance evaluations
• tracked department productivity metrics to continually identify areas for improvement and develop appropriate operational tactics

 

supervisor, customer service / help desk, management insights, dallas, tx                            1987 c 1992     

• in recognition of outstanding performance, steadily progressed within company to grow from help desk supervisor in the resource management department to outbound customer service supervisor to inbound customer service supervisor entrusted with mentoring and managing up to 32 call center representatives

 

~ community activity ~

noon lions, canyon lake ~ canyon lake chamber of commerce ~ bevil oaks city council ~ spirit of angels ~ united way ~ habitat for humanity ~ american cancer society.