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Morton, PA 19070
Contact Center Trainer, Computer Aide Inc., (3month Temp) 6/2015-9/2015
Delivery Support Manager/HR Admin, CCI/IBM RTP, NC4/2004-2/2015
Senior Administrative Assistant, (Monarch/IBM)RTP, NC 5/2003-4/2004
Logistic Planner(Adecco/IBM), RTP NC 3/2002-03/2003
Contact Center Quality Supervisor, Telespectrum, KOP, PA2/2000-8/2001
Recruiting and maintaining appropriate candidates for skill match for IT, Administrative Assistants, Professional Supervisors/Managers and Mortgage Industrial positions in a call center setting.
Utilizing web-based tools, social media, referrals, colleges and Job Fairs for recruitment purposes.
Interviewing, Background Checks, Onboarding, Off boarding, Neg pay rate vs billable rates, Offer Letters, Overview Sessions, I9 and eVerify, New Hire Paperwork, Benefit Explanation, Workmen’s Comp, FMLA.
Tracking changes for each employee start date/termination, contact info via data base w/PeopleSoft.
Quality call Focal to ensure call measurement goals, ACW, ASA (SLA’s) are met via CenterVu.
Submits weekly payroll and claims for employees.
Control Scheduling, training, evaluations, management over 200 employees on site and remote via Workforce Management Forecasting.
Educating new hires in classroom training setting.
Monitor, coach and address performance issues on a timely basis.
Responsible for creating a positive work environment that results in retention and turnover reduction.
Weekly meetings with Customer Management to discuss business trends and expectations and SOP’s.
Monthly PowerPoint presentation meetings/Conference Calls to present CTO, Attrition, Adherence, Productivity and Action Plans.
Liaison between employee and Client Management.
Travel periodically to different customer sites.
Coordinates arrangements required for meetings and conferences, including, space, time, materials, agendas, visual aides.
Performed Administrative Office Support for multiple Executive Managers
Responsible for screening calls, making travel/meeting arrangements, preparing reports via excel. Expense Report roll up.
Analyzed monthly reports via CMS and Siebel for client for billing purposes.
Supervised a team of representatives for inbound/outbound calling and administrative duties in a call center setting.
Employment Verification Specialist
Demonstrated excellent interpersonal skills and oversaw other projects completion.
Processed evaluations, terminations, payroll and tracking of employees Helpdesk/Desktop Support Management.
Track/Tracing IBM shipments in a logistic timely fashion.
Working closely with Procurement for appropriate billable rates.
The Chubb Institute, Springfield, PA
Diploma in Computer Technical Support
CITE of Delaware County, Chester, PA 19103
Certificate in Comprehensive Office Skills
Operating Systems: Installation and configuration of MS-DOS 6.1, Windows 7, 95, 98, 2000, 2007, XP versions A, B, C, Windows NT Workstation 4.0, Novell Intranetware 4.11 (Network administrator)
Software: Installation and configuration of Windows, 3.1, Windows for Workgroups, MS Office 97 Professional, Microsoft Outlook, Mainframe, Ghost Pro 5.0 E, Siebel, CTI, CMS, Seagate, Geo for windows , OMS/TMS, Excel, PowerPoint, Access, Lotus notes, Calendar, WordPro, Citrix, SharePoint, PeopleSoft, Google databases, ICloud, and Freelance Graphics. Various software applications.
Hardware: Installation and maintenance of IBM PCs and compatibles, HP LaserJet Printers