Monica M Perez

Planned, developed and provided training and staff development for Customer Contact Center to meet constantly changing needs and priorities of the department. Programs included but were not limited to lesson plan and module development for Phone Order Entry and Customer Service applications. Also responsible for designing and developing all training curriculums, training manuals and support materials for the curriculums.

Recruiting & Interviewing: Coordinated recruiting, interviewing, testing, and hiring for all staff (exempt/nonexempt/interns) in the Production & Distribution department including all Spanish speaking candidates. Hiring & Orientation: Worked closely with management to establish seasonal hiring objectives. Conducted new hire orientations for over 800 employees including all Spanish speaking orientations. Policy Development: Updated and maintained non-seasonal and seasonal employee handbooks, policies and job descriptions. Performance Management: Organized all aspects of the Company’s annual employee appraisal process. Ensured progressive discipline, mediation of staff disputes and grievance procedures were consistently handled in accordance with state and federal laws as well as company policy.