Susan Legge
Granger,IA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
20
20
years of professional experience
Work History
Recruiter/Onboarder
Nextaff of Des Moines
West Des Moines, IA
12.2021 - 09.2022
- Search job applicants for CNA, LPN and RN positions in the state of Wisconsin.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Completed human resource operational requirements by scheduling and assigning employees.
- Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials, and conducting initial interviews and pre-screening assessments.
- Operated and maintained applicant tracking and candidate management systems.
- Developed recruiting strategies to identify qualified candidates and build network.
- Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
- Followed up with notable applicants sourced via industry-specific pipelines, events and job fairs.
- Verified applicant references and employment details.
- Oversaw full cycle recruiting for ongoing vacancies each quarter.
- Contact and interview candidates over the phone
- Hire and perform all onboarding procedures including background checks, I-9's, license verifications and skill checks.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Keep daily spreadsheets of hiring process and refer applicants to locations needing staffing.
Manager
Casey's General Store
Grimes, IA
03.2017 - 07.2021
- At multiple locations with full P & L responsibility.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Hired, trained and managed team of 20 plus associates including evaluating performance and disciplinary actions.
- Delegated work and company assigned daily tasks to employees based on shift requirements.
- Updated store pricing, signage and merchandising based on current promotions.
- Exceeded specific team goals and resolved issues by partnering with staff to share team and customer initiatives.
- Minimized financial discrepancies by accurately controlling expenses and eliminating wasteful behaviors.
- Issued and optimized staff schedules to meet expected coverage demands and service levels.
- Conducted staff evaluations and determined promotions, realignments and reinforce as necessary.
- Motivated and led staff members to work together as a team.
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
Customer Service Representative
YRC Worldwide Inc
Urbandale, IA
10.2006 - 04.2016
- Answer phone calls regarding freight pick up, tracking billing and customer service concerns
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Prepare estimates and correct billing errors.
Customer Service Associate
Maximus
Marshalltown, IA
06.2003 - 08.2008
- Child Support Recovery for the state of Iowa.
- Take incoming phone calls regarding child support issues.
- Send searches for job employment of both the recipient and receiver.
- Promoted to manager and worked as manager for 2 years, reporting to Project Manager and supervising a team of 10-12 employees.
- Monitored cases for support order compliance and made adjustments.
- Explained policies, procedures and instructions to parents.
- Worked in collaboration with local, state and federal departments to obtain documentary evidence and other sensitive information.
Education
High School Diploma -
Dallas Center-Grimes Community High School
Grimes, IASkills
- Team Management
- Payroll
- Interviewing
- Human Resources
- Management
- Employee Orientation
- Cash Handling
- Budgeting
- Microsoft Office
- 10 years
- Misc other proframs
- Dispatching
- Retail management
- Recruiting
- Merchandising
- Store management
- Planograms
- Employee evaluation
- Office manager experience
- Assistant manager experience
- Leadership
- Pricing
- Profit & loss
- Inventory control
- Sales management
- Staff Management
- Employee Coaching and Motivation
- Issue and Conflict Resolution
Timeline
Recruiter/Onboarder
Nextaff of Des Moines
12.2021 - 09.2022
Manager
Casey's General Store
03.2017 - 07.2021
Customer Service Representative
YRC Worldwide Inc
10.2006 - 04.2016
Customer Service Associate
Maximus
06.2003 - 08.2008
High School Diploma -
Dallas Center-Grimes Community High School
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