Adria Sharon
Pueblo,CO
Summary
Well-qualified Human Resource Manager with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers, and team members to further Company goals. Excellent customer service skills, quick learner, ability to multi-task, proficient in Microsoft Word, Excel, Access, PowerPoint, and Outlook, team player, appreciates challenge, dedicated, and committed to excellence. Ready to leverage training and experience to take on new professional challenges.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Human Resource Manager
Beulahland Communications/Pine Drive Telephone Company
05.2013 - Current
- Train, develop, and manage team of 10 people
- Track and recognize employee achievement on a daily basis
- Motivate employees toward further personal and professional achievement
- Direct all employment-related activities including recruiting, hiring, orientation, disciplinary action, and terminations to ensure compliance with state and federal regulations affecting employment
- Create and introduce company personnel policies and procedures
- Implement new policies and assist employees in interpreting policies and procedures
- Oversee company compensation program development including the development of salary ranges, pay-related policies, performance management systems, and benefits strategies
- Execute administration of employee benefits program to ensure timely and accurate enrollments
- Resolves benefits questions and issues by conferring with vendors and employees as needed
- Maintain employee records including salary and benefits data, performance and disciplinary action records, and other information in accordance with regulations
- Assess employee training needs and develop in-house training programs or negotiate contracts with external trainers to provide necessary training
- Monitor worker’s compensation claims and coordinates correspondence and contact between employee and insurance carrier
- Updates OSHA reports as appropriate
- Distribute and follow up on Safety Bulletins.
Office Manager
Beulahland Communications/Pine Drive Telephone Company
- Promote and sell advertising space in telephone directory
- Provide information and sell company products and services to walk-in customers
- Promote and sell services to new and existing customers
- Respond to product and service inquiries
- Inform and educate potential customers of available products and services
- Maintain contact with existing customer base and capitalize on any new sales opportunities within this customer base
- Respond to customer questions regarding service, payments, billing and collection, and availability of services
- Ensure customers receive timely service by answering customer calls, taking service orders and dispatching appropriate personnel to trouble sites
- Manage service quality
- Respond to and resolve customer complaints in a timely manner
- Follow up with customers following installations and alterations to ensure customer satisfaction
- Supervise daily activities of customer account representatives by assigning work, checking quality of work and assisting representatives with questions and issues
- Facilitate and record daily team meetings
- Adhere to and train toward awareness of CPNI restrictions and confidentiality standards
- Provide customer service by assisting customers with billing inquiries, new service requests, service plan changes and disconnects, and service questions and concerns
- Review and approve entries for subscriber billing records to include final updates from service order activity, adjustments and other charges and credits, and adjust final accounts including bad debt write-offs
- Perform a variety of customer billing activities including processing of customer security deposits and preparation of various billing reports
- Perform collection duties on past due accounts, unpaid accounts, and insufficient funds checks
- Decreased past due balances by 70% over previous year
- Reconcile cash receipts, bank accounts, and cash accounts
- Make daily bank deposits
- Close work orders, reconcile accounts and maintain continuing property records (CPRs)
- Post entries to specified accounts and prepare journal entries
- Verify transactions to ensure accuracy
- Prepare and analyze various reports and records related to cash receipts including cash, sales, and deposit reports
- Prepare correspondence, presentations, and reports using computer and various software that may include word processing, database, spreadsheet, and graphics programs
- Develop and send correspondence to customers including membership letters, welcome packets, etc
- Produce brochures, advertisements, newsletters or other public announcements
- Represent the company to the public at events or meetings
- Maintain service order logs for record keeping purposes
- Provide technical support to Internet customers by answering phone calls, gathering relevant information, and troubleshooting to resolve problems.
Management Assistant
Enterprise Rent-A-Car
- Effectively manage fleet and daily branch operations
- Manage and drive customer service score through observation and training in every step of the customer cycle of service
- Analyze and apply financial statements to daily rental operations
- Achieve high personal monthly sales of $100 per car in protection package sales and $2 per car upgrade revenue
- Support and lead fleet and profit growth, along with customer satisfaction
- Identify and gain new account business through corporate leads and effective marketing plans.
Management Trainee, Intern
Enterprise Rent-A-Car
- Provide excellent customer service in all aspects of the rental experience by actively meeting all reservation, rental, maintenance, return, sales, and follow-up needs
- Prepare and deliver daily cash summary, reimbursements, and deposit
- Evaluate and complete customer care calls for all rentals
- Market company services to potential accounts and maintain strong relationships with current accounts
- Analyze company financials and present company improvement initiative to regional rental management.
Barista
Starbucks
11.2012 - 05.2013
- Drive sales through positive customer experience, food/drink presentation, and utilizing every customer interaction as an opportunity to sell new products
- Greet customers as they arrive at the Starbucks location and inquire into their orders
- Ensure that any complaints are entertained in a positive manner with a view to keep customers happy and ensure recurring business
- Prepare and serve beverages and food for customers, along with processing customer orders
- Handle simple cash transactions
- Stock and maintain retail sales displays
- Ensure cleanliness of store and fixtures
- Ensure that Starbucks merchandising and signing standards are followed appropriately.
B2B Sales Consultant
Staples
11.2011 - 11.2012
- Identify, pursue, and qualify new customer companies to achieve sustainable business relationships
- Initiate relationships with multi-level decision-makers through phone, marketing mailer campaigns, in-person contact, and sales presentations
- Utilize “The Staples Way” sales strategy to effectively create and grow a new customer base
- Identify opportunities within multiple lines of business offered through Staples’ corporate programs to maximize profit margin and commitment from customers
- Achieved “Team MVP” status for overall sales to goal percentage.
Personal Banker
Wells Fargo Bank
11.2010 - 11.2011
- Open, maintain, and close consumer and business accounts
- Advise clients on credit products
- Market and present bank services to new potential corporate partners
- Generate credit applications
- Coach and support tellers
- Achieved all 3 quarters bonus payout levels
- Q1 through Q3 ranked within top 3 in branch and top 15 in District performance matrix
- Listed among top 10 bankers in regional sales performance an average of 2 times a month for 9 months.
Independent Sales Director/Beauty Consultant
Mary Kay Cosmetics
09.2008 - 11.2010
- Achieved $1849.00 personal sales in one week
- Recruited, continuously train, and manage 29 personal team members
- Manage, train, and motivate 39 total Unit members
- Trained on personal sales, booking, and obtaining referrals within local unit
- Achieved “Star Consultant” status every active quarter as a consultant
- Consistently added a minimum 4 team members per month Jan 2010 through Apr 2010
- Facilitate unit-wide skincare classes
- Conduct unit-wide interviews of potential team members
- Named unit “Queen of Sales” an average of 2 weeks per month
- Achieved customer base growth of 30+ customers per month on average.
Branch Manager, Assistant Manager
Enterprise Rent-A-Car
06.2006 - 10.2009
- Achieved 12% market share growth over previous year-to-date through relationship building and weekly marketing of corporate accounts
- Achieved 50% on-rent growth over previous year in July 2009
- Promoted 2 employees to Branch Manager positions within the company
- Promoted 1 employee to Assistant Manager positions within the company
- Achieved Branch Manager “MVP” status in July 2009
- Achieved and maintained a 12-month average customer service score at 2% above corporate average
- Achieved and maintained $1200+ income per car average monthly
- Drive and develop a team toward $100+ per car in branch protection package sales per month
- Control, grow, and maintain 400+ cars in fleet per month
- Guide and develop 3 assistant managers toward profit growth and promotion
- Train, develop, and manage a team of 20 employees on a daily basis
- Hire and terminate team members, according to documented requirements and development plans
- Hold and document weekly one-on-one employee development discussions
- Create and update employee schedules
- Schedule and facilitate employee training programs and area training meetings
- Accountability for Accounts Receivables, Personnel costs, and Fuel costs
- Manage revenue growth through controlling costs and managing rental rate environment, vehicle upgrades, protection package sales, and fleet utilization
- Mentor and coach various branch-external employees toward promotion and personal career success.
Education
Bachelor of Science in Business Administration - Management
Colorado State University-Pueblo
05.2007
Skills
- Customer Service
- Billing
- Operations Management
- Administrative Support
- Collections
- Project Management
- Training and Development
- Community Outreach
- Employee Handbook Development
- Compensation Structuring
- Legal Compliance
- Leadership Development
- Organizational Development
- Policy Enforcement
- Staff Management
- Corrective Action Planning
- Risk Management
- Succession Planning
- Regulatory Compliance
- Career Development
- Compensation Management
- Recruitment and selection
- Employment law
- Workforce Planning
- Cost Control
- Risk Management
- Strategic Planning
- Project Management
- Conflict Management
- New Employee Orientation
- Benefits Administration
Campus Involvement
Upward Bound Program, Colorado State University-Pueblo, Colorado, Tutor/Residential Advisor, 01/2004, 04/2006, Assist high school freshmen-seniors with Math (through calculus), Spanish (to college level), English, Science, Statistics, and Accounting, Counsel, mentor, and motivate an average of fifty students per week in their daily life decisions, Advise and aid students with college financial aid and admission process
Leadership Experience
- Dean’s Advisory Council, Colorado State University-Pueblo, Colorado, 2005, 05/2007, Developed and lead grade-point scale change initiative, Review, plan, and improve new student recruitment initiatives
- President’s Leadership Program, Colorado State University-Pueblo, Colorado, Scholar, 2003, 05/2007, Study and practice servant leadership roles in the community, Develop and implement community/organization service project, Tom and Louie’s Cupboard food drive coordination and improvement initiative, St. Mary Corwin Medical Center children’s Emergency Room orientation video
- Alpha Sigma Alpha, Colorado State University-Pueblo, Colorado, President, 2005, 05/2007, Lead chapter to “Attain” status of excellence, Complete and coordinate completion of the “4-star” chapter report/award packet, Inaugurate new chapter Advisory board President and members, Review and change standards of chapter advisory board member performance, Plan and coordinate having 7+ members in attendance at national/district meetings, Develop and present requests for funding to Associated Student Government to enable high attendance for chapter members at national/district meetings, Plan and complete service projects in local and surrounding communities, Coordinate annual monetary giving for the chapter
Affiliations
- Member, Society for Human Resource Management
Certification
- SHRM-SCP - SHRM Senior Certified Professional
Timeline
Human Resource Manager
Beulahland Communications/Pine Drive Telephone Company
05.2013 - Current
Barista
Starbucks
11.2012 - 05.2013
B2B Sales Consultant
Staples
11.2011 - 11.2012
Personal Banker
Wells Fargo Bank
11.2010 - 11.2011
Independent Sales Director/Beauty Consultant
Mary Kay Cosmetics
09.2008 - 11.2010
Branch Manager, Assistant Manager
Enterprise Rent-A-Car
06.2006 - 10.2009
Office Manager
Beulahland Communications/Pine Drive Telephone Company
Management Assistant
Enterprise Rent-A-Car
Management Trainee, Intern
Enterprise Rent-A-Car
Bachelor of Science in Business Administration - Management
Colorado State University-Pueblo
- SHRM-SCP - SHRM Senior Certified Professional
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