Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Crystal Smith

Crystal Smith

Decatur,GA

Summary

Human Resources Manager offering 15+ years of management experience and development of high-performing teams through recruitment, training, organizational development and evaluation of performance. Strong record of accomplishment working with senior managers to build organization to meet performance goals. Strong background in directing hiring practices, designing pay structures, developing employee policies, managing employee payroll and benefits and working with executive team to develop talent acquisition and retention goals.

Overview

10
10
years of professional experience

Work History

Sr. Staffing Manager

Randstad
, USA
12.2021 - Current
  • Establish Sales database ; Establish sales objectives through forecasting through a sales process
  • Developed Sales Plan which generated Annual Sales Revenue of 7 Million for 2022 the Conyers Randstad USA Branch
  • MGom Unit Gross Margin Revenue of 3.6 million for the year 2022
  • Generated Sales Lead by Cold Call and Cold Email strategy Using Local Resource and Field mapping
  • Created processes that would Streamline onboarding and client placement
  • Developed system response generated after process was completed to notify Management and Talent employed
  • Develop Budgets for Monthly and yearly revenue expectancies
  • Complete sales operation requirements by scheduling and assigning sales team members and following up on work results
  • Analyze sales data using analytical tech (Tableau, Excel, Workday, and Macros)
  • Identified prospects in need of Randstad's workforce services & solutions via Salesforce Database/ Software
  • Built strong relationships with hiring managers via phone, text, email, social media, in-person
  • Created partnerships through various channels of communication with key decision-makers
  • Executed the activities that will gain results (lots of calls, virtual, and on-site client meetings)
  • Listened to diagnose the workforce gaps that are limiting a client's potential
  • Negotiate pricing to ensure maximum return on quality solutions
  • Effectively source, recruit, interview, and select candidates
  • Establish sales objectives through forecasting through a sales process
  • Managing organizational sales by developing a business plan that covers sales, revenue, and expense controls
  • Meeting planned sales goals
  • Setting individual sales targets with the sales team
  • Tracking sales goals and reporting results as necessary
  • Overseeing the activities and performance of the sales team
  • Coordinating with marketing on lead generation
  • Establish and adjust sales prices by monitoring costs, competitors, and supply and demand indicators
  • Offer innovative and creative employment solutions to clients using Database orientation and Account Management

Advisor Group

05.2021 - 12.2021
  • Build relationships with the business, establishing rapport to be viewed as a trusted HR partner
  • As a member of the HRBP team, partner in the design, development and execution of key HR strategic processes to include the performance management cycle, talent management activities, and facilitation of employee engagement planning and executor with the business leaders
  • Work directly with the employee population to determine engagement drivers, alleviate concerns, communicate key HR messaging, and provide a single point of contact for employees in assigned location and client group(s)
  • As member of the HRBP team, ensure alignment, continuity of HR delivery, and consistency across all geographies
  • Exhibit sound reasoning and decision-making skills, applying HR principles as well as direction from manager to drive desired outcomes
  • Leverage internal HR partners including Talent Acquisition, Talent Development, Internal Communications, HR Systems and Analytics, and Total Rewards on various projects, looping in the appropriate partners for a given situation
  • Partner with Talent Acquisition and hiring managers to assist in recruiting top talent, making hiring decisions, and creating employment offers based on market compensator data, ensuring appropriate offers are extended to selected candidates
  • Mitigate employment risk through training, guidance, coaching and providing oversight to challenging employee relations and other employment matters.

HR Access Manager/Staffing Manager

Bank of America/ B. C. Forward
College Park, GA
01.2020 - 05.2021
  • Identified open positions for recruitment and directs and coordinates efforts with internal and external resources
  • Generated system access for new hires (Health Logic, GWA, Tableau, Workday, Field glass, BOA Flag scape, Time clock Enrollment
  • Skype, Outlook, BOFA authenticator etc.)
  • Established training SOP Manuel while implementing Bank of America policies and processes for all New Hire onboarding
  • Maintained a monthly recruitment plan with weekly follow-up
  • Monitored candidate flow while directing/coordinating/scheduling manager interviews for timely employment selection.

Workflow/Project Manager

Bank of America/ B. C. Forward
College Park, GA
04.2019 - 01.2020
  • Developing your sales team through motivation, counseling, and product knowledge education
  • Trained team of Lock Box keyers on Medical Billing coding and Business specific rules for 135 BOA Clients
  • Manage remote teams in Dallas, Atlanta
  • Miami, Los Angeles and Chicago
  • End of day accounting / Sales Consolidation Process customer accounting Ledger to document payment for the customer account ledger
  • Engaged with executive management and business partners to raise and discuss errors, issues, and opportunities for improvement
  • Understanding and coaching associates on QC errors
  • Managing, reporting and coaching associates on performance metrics (Health Logic, Tableau, Workday, ADP Payroll (PEO), GWA -Global Work Assignment, Flag Scape, Excel, Word

Call Center Manager

Romanoff Renovations
Smyrna, GA
08.2013 - 04.2019
  • Supervise day to day operations of scheduling inbound and outbound calls for the Sales Support Team
  • Including call center, data entry, and Confirmations team
  • Monitored previous day Contract Sales
  • Reported Revenue drops to establish needs for Marketing and Sales team
  • Ensure all Service Level Agreements (SLA) are met
  • Set goals for call center agents concerning call and quality volume
  • Ensure outbound schedule is accurate and up to date according to lead counts to achieve maximum contact percentages
  • Monthly training classes for Sales team
  • Created training manuals (SOP)
  • QA - coach those that are falling behind or that require more training
  • Experience with developing new strategies and team building with in the Call Center
  • Customer Relationship Management (CRM) / Lead Management, Max Agent, HD Connect /Icon X
  • Experience with high volume incoming and outgoing calls, Desire to assist customers with daily issues and concerns
  • Monitor Routing for individual territories to ensure Sale Consultants are safer and more efficient on the road, delegating customers when they arrive at appointments on me and stress free
  • Works Closely with Sale Managers and Sales Consultants to ensure lead quality, scheduling, Dispositioning needs.

Education

Certified Call Center Manager (CCCM) in Certified - Call center management

Global Association For Quality Management (GAQM)
United Kingdom: 175 London Rd, Mitcham CR4 2JB, Un
04.2016

Bachelor of Arts in Finance - Business Administration in Finance

Georgia State University
Atlanta, GA
04.2012

High school Diploma -

Frederick Douglas High School
06.2000

Skills

  • Certified Call Center Manager (CCCM)
  • Call center Service Level Agreement
  • Metrics report using a balanced scorecard approach
  • Coaching discussion planner
  • Quality monitoring standard opera/ng procedure manual
  • Employee Development
  • Performance Management Systems
  • Recruiting and Interviewing
  • Forecasting Employment Needs
  • Advising Department Managers
  • Human Resources Allocation
  • Program Analysis
  • Dispute Mediation
  • Drafting and Administering Contracts
  • Accident Investigations
  • Negotiation Tactics
  • Administering Disciplinary Procedures
  • Hiring Trends and Analysis
  • Compensation and Benefits Administration
  • Conflict Resolution
  • Hiring and Firing
  • Exit Interviews and Processes
  • Policy Improvement Recommendations
  • Regulatory Compliance
  • Candidate Sourcing
  • Employee Communications
  • Scheduling Processes
  • Employee Engagement
  • Executive Recruiting
  • Confidential Document Control
  • Employee Feedback and Recognition
  • ADP Workforce Now
  • Verbal and Written Communication
  • Leadership Training and Development
  • Employment Record Verification
  • Budget Administration
  • Relationship Building
  • Training Needs Analysis
  • Health and Safety Programs
  • Hiring and Onboarding
  • Payroll Management
  • Unemployment Claims
  • Payroll Processing

Affiliations

Women in Leadership Romanoff Foundation October 2014 to Present. Member of WIL (Women in Leadership of Romanoff Foundation) Member of The Romanoff Foundation Board where we train and discuss how to push other to new Leadership tiers.

  • Member, Small Business Association (2008 - present)

Timeline

Sr. Staffing Manager

Randstad
12.2021 - Current

Advisor Group

05.2021 - 12.2021

HR Access Manager/Staffing Manager

Bank of America/ B. C. Forward
01.2020 - 05.2021

Workflow/Project Manager

Bank of America/ B. C. Forward
04.2019 - 01.2020

Call Center Manager

Romanoff Renovations
08.2013 - 04.2019

Certified Call Center Manager (CCCM) in Certified - Call center management

Global Association For Quality Management (GAQM)

Bachelor of Arts in Finance - Business Administration in Finance

Georgia State University

High school Diploma -

Frederick Douglas High School

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Crystal Smith