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WILLIA J. EDMONDS PAGE 2 <br />1997-1999 UNIVERSITY MEDICAL PRODUCTS - Irvine, CA <br />Customer Service Supervisor <br />• Created and implemented Customer Service Department policies and manual. <br />Interviewed, hired, trained and supervised full and part-time Customer Service <br />Representatives, Set goals and evaluated staff performance; expanded customer base and <br />reduced department turnover by 50%. <br />Created system to track progress of assistance program for Market Research Director, <br />1997-1997 AOL CONSULTING - Newport Beach, CA <br />Human Resources Representative <br />• Conducted applicant telephone interviews on behalf of client companies; assessed <br />responses and qualifications, utilized profile to qualify, hold or pass applications. <br />• Participated in development and implementation of Human Resources programs and <br />processes for client companies that ensured efficient, legal and ethical operations. <br />1990-1996 ORANGE COUNTY REGISTER - Santa Ana, CA <br />Operations Manager <br />• Developed and implemented operating policies and procedures for new department <br />within Advertising Division. <br />• Managed and supervised 30 employees, two subordinate managers and three supervisors; <br />established performance standards and implemented measurement tools to analyze <br />advertising effectiveness. <br />• Maximized field time for sales staff and minimized response time for customer <br />resolutions; monitored personnel performance and recommended improvements for client <br />service and staff productivity. <br />• Prepared Executive Summary Reports on department performance; issued memoranda to <br />inform senior management of industry developments in customer service as it applied to <br />local and interstate print media, <br />1985-1990 TICOR REALTY TAX SERVICE - El Monte, CA <br />Administrative Manager <br />Directed operations of three managers and four supervisors; hired, trained and managed <br />staff of 45 in data entry, accounting, customer service, contract file maintenance, <br />mailroom, switchboard and custodial operations. <br />Minimized operating expenses by utilizing controls on usage and purchasing; participated <br />in annual budget planning and tracking. <br />Trained staff and recommended program improvements and adjustments; served on <br />special task force projects as assigned by senior management. <br />13D-4