HUMAN RESOURCES
Excellent Rapport Building Skill
Customer Service Experience
HR Training

Retail and customer service background with significant expertise in resolving customer issues, maintaining positive relationships and building rapport. Ten-year history in service industry, learning patience, kindness and developing good intuition into people's needs. Served in numerous previous positions as waitress, hostess and greeter, making customers comfortable and seeing that they were satisfied, assuring easy transition to Human Resources position.

EDUCATION AND TRAINING

CALIFORNIA STATE UNIVERSITY, Long Beach, California
Certification Program in Human Resources, 2005

* Five-month course including: compensation/benefits, legal issues, recruiting /selection, employee relations, and performance management.

* Final Project: HR Department Review. Study results included recommendation for development of official handbook, formal job descriptions, formal pay structure, and updated description of benefits.

UNIVERSITY OF CALIFORNIA, Santa Cruz, California
Bachelor of Arts in Sociology, 2003

* Studied abroad at Sienna University, Italy, with intensive language and cultural immersion.

WORK EXPERIENCE

NEIMAN MARCUS, Beverly Hills, California, 2005 - Present
Credit Office Representative

* Work directly with customers using patience, diplomacy and kindness when faced with irate customers. Resolve issues through diligence and compassionate concern for customer needs.

* Assist in implementing credit application process and resolving account problems.

* Apply organizational skills to managing files and data for easy future retrieval.

SAKS FIFTH AVENUE, Costa Mesa, California, 2004-2005
Administrative Assistant

* Served as professional point of contact for sales personnel with regard to store policy issues. Worked with difficult customers and determined when sensitive customer problems required escalation to executive management.

* Performed broad range of administrative and clerical duties and was entrusted with obtaining credit card data. Audited sales reports and managed cash receipts/bank deposits.

99 BOTTLES OF BEER ON THE WALL, Santa Cruz, California, 2001-2005
Waitress and Bartender

* Lead bartender with payroll distribution responsibilities.

* Served as trainer for 5 new employees, assuring that all company policies and procedures were understood; built trust with employees and customers.

* Waited on customers and received ample tips due to pleasant personality, compassionate listening and outgoing personality.

Earlier work experience in youth, on request