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- Tell Us About You/Your Company or What Type of Work You Do if Seeking Employment
- Currently a Job Seeker since 8/26/09 seeking employment in Human Resources as a Generalist or Associate or in Customer Service as a Supervisor, Rep or Trainer. Please feel free to contact me directly for more information. I appreciate any leads that correlate to what I am looking for! Thank you!!
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- Ms. DOMINIC ANGUIANO
972.897.4131 danguiano77@yahoo.com
Human Resources/Customer Service Expert
Human Resources/Customer Service Expert with over 8 years experience of Management, Talent Development, Retention, and Business Strategy directing talent acquisition, retention, new hire orientation, healthcare recruiting and all human resource processes at a corporate level. Most recently delivered and supported successful Human Resource processes and procedures for various branches/aspects of Home Health Agency; and prior to that coordinated customer service training program development for techniques in the telecom and technology industries. Expert in Human Resource management services, benefits administration, employee relations and Customer Service. Experienced in providing effective needs analysis and performance development plans in group facilitation or via 1-on-1 coaching. Determined self-starter with excellent problem solving, communication, and leadership skills. Recognized repeatedly for professional attitude, work ethic, team work and focus.
PRIORITY PROFESSIONAL SERVICES, INC
Human Resources Director 4/2007-8/2009
• Conduct all recruiting (sources inc. Jobing.com, job fairs, networking and/or news ads) including writing, placing, blogging and tracking job postings.
• Conduct preliminary interviews via phone or in person for recruitment candidates including RNs, LVNs, OTs, PTs, CNAs and HHAs. Completed all preliminary screening prior to hire inc. background checks through TXDPS, licensure verification and employment verifications.
• Coordinated/tracked all General New Hire Orientation for employees, completed all New Hire documentation (inc. I-9s and W-4s) and maintained all employee file records. Reported to OAG within 20 days of each new hire date.
• Coach/counsel/conduct exit interviews for employees as needed for Administrators/Managers.
• Coordinated/tracked all employee benefits monthly. Direct interface for all benefit vendor coordination including maintaining annual renewal processes and employee data submissions.
• Responsible for credential tracking for ALL licensed/unlicensed employees every 30 days.
• Respond, research, and track all Unemployment Ins claims with TWC in a timely manner.
• Respond to any misc. correspondence inc. employment verifications, legal issues/correspondence and special employee requests.
• Manage any HR level employee complaints/concerns, document and communicate these to the appropriate department heads and administration.
• Collaborated on the Training Development process with upper management to ensure business objectives.
• Maintained all training materials and documents including updating them as needed.
• Managed After-Hours Answering Service Team including tasks such as taking call, making schedule, providing training, and tracking weekly documentation.
• Ability to manage the employee relations transitional process of downsizing when needed.
Office Administrative Assistant for Wellness Center and Corporate Administration 7/2006-4/2007
• Direct client interface assisting with appointment scheduling, client issue resolutions, and communicating client requests/needs to Program Director, DON, Therapists, RNs, LCSW and/or caregivers.
• Maintain HIPAA compliance for all clients Personal Healthcare Information (PHI).
• Reported Client Satisfaction issues to management and corporate Administration.
• All basic office functions including reception, filing, documentation creation/development/organization, home health compliance research and direct management functions assistance for all departments.
• Maintained excellent Public Relations skills in the Community to promote business and a great reputation of the Agency.
VERIZON COMMUNICATIONS
Verizon Online Business Internet Organization
Facilitator, SOS Performance Assurance 2004-7/2006
• Delivered New Hire Billing, Retention, Sales and Multi-Lingual Cross training to various Verizon Online call center clients supported by the Facilitation Team.
• Managed, evaluated, supported and coached classes of up to 10-20 students each.
• Developed material, designed instructional training courses and explored new concepts/ideas to improve Billing, Retention, Sales and Cross Training material in order to remain competitive.
• Responsible for maintaining soft copy documents on Training share drive and ordering all new hire class materials via Verizon Intranet including direct communication with Printing department to ensure print jobs were completed on time.
• Attended regular industry seminars for state of the art training and best practices collaboration.
• Facilitated various training classes to train and evaluate other/new trainers in and out of state.
• Traveled as needed based on training department needs and managed all traveling expenses including flight arrangements, hotel accommodations, transportation rentals and meal expenses. Reported expenses via PeopleSoft database in a timely manner for department tracking purposes.
Team Lead, VOL Business Retention 2003-2004
• Support 33 Retention Team Members by answering procedural questions, accepting escalated calls, trouble ticket reporting, Quality Assurance monitoring, and providing in-depth coaching on customer service contact standards.
• Assume direct leadership responsibility and authority in the absence of the team supervisor.
• Decreased Business DSL disconnect percentage by 18.7% from April to August through a comprehensive retraining process for new and existing Retention Team Members.
• Developed and delivered training to all new Business Retention and Back-Up representatives.
Manager/Team Lead, VOL Escalations Team 2002-2003
• Led 20 Escalation Team Members by providing rep coaching/training on advanced, irate customer service skills, and how to network contacts effectively in order to resolve pending escalations and complaints in a timely manner for business clients while in live call queue.
• Resolved business customer complaints escalated from Escalation Team as on-site Manager on Duty by negotiating compensation/credit based on strict Verizon Online Sales and Services policy and procedures.
• Networked closely with 20 plus nationwide National Customer Relations, Executive Appeals, and Presidential Tech Support reps to resolve and assist in resolving various Business Internet appeals forwarded from fellow organizations within Verizon Communications.
• Assumed all supervisor/team leadership duties for team when supervisor not available.
Verizon Online Customer
Service Representative 2000-2002
• Duties encompassed resolving billing escalations for Verizon Online Business DSL Accounts including researching credit requests for business customers using up to 9 various databases simultaneously.
• Participated in team to design and implement business billing escalation procedures and documentation to support the process.
• Promoted to join Business Escalations Team providing close interface with Business DSL provisioning, Business Sales, Troubleshoot Bait, Contract and Product Management Teams to exclusively resolve contracted business customer issues.
MARY KAY INC. 2003-2005
Independent Beauty Consultant
• Managed all aspects of personal Mary Kay business including direct sales/functions, team development, profit and loss tracking, and continued business development personal training.
Career Summary 1997-2000
• Initial introduction to call center environment working with various communication companies such as PageNet and VarTec Telecom.
• Began customer service, communication, business etiquette training and practices.
• Quickly advanced into leadership involving coaching and supervision roles and duties.
• Attained additional training in technical computer training.
EDUCATION/TRAINING
• University of Phoenix Online, Associates Degree, AAGS 2007
Maintained GPA is 3.5. Major: Business Management/ Minor: Communication
• CompuTech, Technical/Trade School Certification A+ Certification Training 2000
• Eastfield College, Psychology 1996
• Clovis High School, Diploma 1995
Graduated with GPA: 3.7
TECHNICAL / SOFTWARE SKILLS
A+ Certification Training 2000
Other Proficiencies:
• Microsoft Windows 95, 98, NT, 2000, and XP: Access, Word, Excel, Works, Power Point, Outlook, Outlook Express, and Lotus Notes: Semi-advanced PC knowledge through technical training course, work and personal Laptop use.
• HIPAA Training Certificate of Completion- Cross Country Education for 2008 and 2009
• Basic PeopleSoft database skills.
• 8 years of Business oriented Customer Service experience, 45-50 WPM.
• Strong leadership, management, business writing, critical thinking and research skills.
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