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Resume of JoAnne Smith
Category Managers
Position General Manager
City Millersville
State MD
First name JoAnne
Last name Smith
Education  Bachelors of Science, Information Systems
 Graduated Magna Cum Laude
 Member of Alpha Sigma Lambda
 Masters of Business Administration, Human Resource Management
Skills  Computer Languages: Object Oriented, HTML
 Microsoft Word, Microsoft Works, Microsoft Excel, Microsoft Access, Microsoft Power Point, Microsoft Outlook, Microsoft Photo Editor, Lotus Notes.
 My thesis for my Masters Degree was a case study backed up by research on employee testing including most affective methods of testing, legal issues surrounding testing and how to decrease turning over via pre-employment and employee testing.
 Professionally tutored high school students in a wide variety of subjects.
 Directed and produced various theatrical productions at Anne Arundel Community College.
Experience 2006-Present Games Workshop Glen Burnie, MD

2009-Preset Internal Customer Service Manager
Duties:
• Managed, trained and developed an Internal Customer Service and Administrative team from the ground up.
• Provided support to internal retail operations across North America
• Updated and maintained store locator tool on Games-Workshop.com, directing customers to over two thousand locations in North America
• Updated and maintained store listings and store event details in the monthly external magazine
• Created layout, complied and distributed internal company newsletter.
• Tracked store events and ensured all promotional items were provided.
• Developed faster and more affective methods of dealing with shortages, overages and damaged orders that needed to be recalled or reshipped.
• Tracked and updated internal email user lists.
• Provided direct support to the Project Manager during the implementation of a new Human Resource system.
• Developed flow charts for the implementation of a new phone system
• Created, implemented and managed ticketing system for the retail operations team for better tracking of issues and time used to resolve issues.
• Created and gathered information via public surveys in order to advance the excellence of our external customer service teams.
• Created and maintained reports for multiple departments.
• Worked with external support vendors to provide top service levels to the Sales Business.
• Maintained and updated an internal website used by all North American employees. Kept information current, consistent and easily accessible.
• Acted as liaison between manufacturing, retail, trade and customer service to provide the best support to all teams.
• Complied and revised SOPs and best practices for Internal and External Customer Service.

2007-2009 Human Resource Generalist
Duties:
• Ensured projects and tasks were aligned with the goals of the company.
• Maintained and developed communication and relationships with staff that fostered an environment of open communication.
• Was an active part of the ongoing development, administration and maintenance of the HR Information System
• Entered staff changes including transfers, terminations, new hires and information changes into HRIS accurately and in a timely manner
• Notified departments of hires and terminations on a need-to-know basis including maintaining contact with IT to ensure email accounts were disabled and enabled as needed.
• Troubleshot system problems and acted as a liaison with IT and an external vendor’s technical support.
• Managed web based learning modules
• Arranged logistics of month-long, on site training courses
• Developed and implemented reporting documents that provided information to the organization and/or streamlined operational processes.
• Maintained, updated and communicated company policies and procedures
• Handled Employee issues professionally and confidentially.
• Kept up to date on current employment laws
• Conducted exit interviews.
• Managed the exchange of information between vendors and HR Office
• Managed miscellaneous insurance issues including coverage, billing, corrections and 401K eligibility and enrollment.
• Acted as the main point of contact with all new hires.
• Obtained and communicated results of background checks and drug screens
• Documented and reviewed incoming disciplinary actions ensuring consistency, fairness and firmness.
• Advised managers concerning disciplinary action.
• Managed Corporate Apartments.
• Managed and documented all on-site accident and incident reports.
• Aided with logistics of employee relocation
• Kept track of and distributed Service Awards.

2006-2007 Admin Assistant
Duties:
• Coordinated internal and external communication
• Coordinated travel for employees and applicants.
• Handling a wide variety of orders from the PO process through to delivery
• Maintained meeting schedules and organized meetings
• Proof-read, altered and gave feedback on internal training documents, external press releases and White Dwarf, an external magazine publication.
• Organized holiday events at the office

2004 State of Maryland Elections Office Glen Burnie, MD
Duties:
• Entered Absentee Ballot requests into the State of Maryland’s Database System

1997–2001 International Paper Odenton/Hanover, MD
Human Resource Assistant
Duties:
• Designed, researched and authored the Odenton Newsletter for International Paper.
• Entered job description data for access by HR and company employees
• Assisted on-site nurse with personnel health records, tracked FMLA and maintained employee database
• Processed employee emails through the due diligence process for acquisition of an International Paper company
• Created and maintained organizational charts
• Updated and maintained e-mail user lists
• Coordinated computer training classes for employees
• Implemented and Coordinated employee Security System ID program
• Coordinated employee reward programs
Authored and released informational announcements
Email Istarinarya@aol.com
Phone
Cellphone
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