Margo D. Ross

***** ********** ******, ****** ******, CA 92557

Telephone: 951-***-****

Email: acsptt@r.postjobfree.com

PROFILE

? A human resource professional and proven leader with over 20 years of success in the transit and human resources, including employee relations, talent management, investigations, HR compliance in both the public and private sector. Managing up to 700 employees.

? Consistently meets and exceeds human resource compliance goals and mandates including organizational, wage and hourly training and sexual harassment, harassment trainings, and customer service training.

? Extensive expertise in incident and workers? compensation investigations, over the course of my career I have conducted over 1000 investigations. Including informal and formal investigations, mediations, facilitations and hearings.

? During my tenure at LA Metro I worked with the Director of Training and Safety and developed human resource programs and initiatives to improve transportation performance by reducing accidents and incidents 12-20%. Also, established inniatives for sucession planning.

? Oversaw employee relations and labor-related matters as they related to federal, state and local employment and civil rights laws, including, but not limited to, Title VII, ADA, ADEA, FMLA, FLSA, Equal Pay Act, Pregnancy Discrimination Act, workers? compensation and comparable state and local laws, and general human and civil rights

? Consistently meets and exceeds customer service goals by defining centers of influences, developing formidable relationships with external agencies and leveraging opportunities by implementing new programs to ensure the organizations short and long term goals.

? Exceptional communicator with notable interpersonal skills, expertise in working with union officials, managers and key stakeholders to comply with human resource initiatives.

? Holds a comprehensive understanding of effective human resource management techniques including, establishing mentor training programs which included monthly sessions with 20 to 200 participants. While also training supervisors and staff in multiple levels of human resources, including disciplinary processes/steps.

Skills & Highlighted Experience

? Certified Mediator

? Recruitment & Succession Planning

? Formal & Informal Employee Investigations

? Implemented successful complaint system

? Employee relations

? Surveillance & Video downloads

EXPERIENCE Transit Manager-Senior Analyst

City of Riverside, Riverside, CA August 2013-January 2015

? Strategically managed and executed a Para-Transit facility with a daily ridership of 600 patrons

? Managed a staff including, supervisor, dispatchers, bus drivers and customer service staff

? Executed hiring, onboarding, discipline, counseling and terminations

? Completed short range transit plan as well as short and long term financial analyst

? Managed and rejuvenated transportation operations

? Implemented customer service and customer complaint procedures reducing customer

complaints by 20%

? Conducted formal and informal employee investigations

Key Accomplishments

? Reorganized transportation operations resulting in 30% improvement of productivity

? Revised Customer Compliant system reducing complaints & improving customer service

? Handled employee relations issues, conducted internal investigations and took corrective action through write-ups and/or performance improvement plans

City Manager

Greyhound, Los Angeles, CA July 2011 ? September 2012

? Managed and maintained 300 human resources records including managers, supervisors, ticket agents, bus drivers and customer service personnel.

? Planned and implemented strategies for a $12 million annual budget

? Maintained employee human resource documents, records and files as required by government regulations

? Ensured mandatory access to existing training programs and administered programs related to Cal OSHA, drives licenses; along with maintaining federal and state regulatory reports

? Administered family medical leave, workers compensation, terminations and discipline

Key Accomplishments

? Improved customer service externally and internally resulting in Express Service

? Successfully launched Express service for the Los Angeles terminal

? Standardized the bid process for union employees

Operations & Human Resource Manager

MTA, Los Angeles, CA January 1991 ? June 2011

? Maintained and managed the agencies multiple labor contracts, ensure compliance with state and local payroll. Managed approximately 7000 internal and external customer complaints.

? Served as a resource for all employees by being available and accessible to discuss all human resources related issues.

? Responsible for managing and maintaining, human resource, safety, discipline and medical files of 300-400 employees. Including implementing, administering programs related to Cal OSHA; along with maintaining federal and state regulatory reports

? Mediated various employee relations cases including employee manger disputes, discilpline, investigations and terminations,

? Advised on employment law, providing guidance and interpretation of current employment law.

? Managed Workers Compensation/EDD claims, conducted investigations and represented the company at hearings.

? Handled employee relations issues, conducts internal investigations and took corrective action through write-ups and/or performance improvement plans as necessay

? Maintained employee and human Resource documents, records and files as required by government regulations and organizational requirements.

? Maintained accurate attendance files for all employees. Reconcile time off requests with available PTO.

? Monitor Workman?s Compensation claims, complete First Report of Injury and Employers Report of Industrial Injury

? Ensured mandatory access to existing training programs and implemented, administered. programs related to Cal OSHA and harassment training; along with maintaining federal and state regulatory reports

Key Accomplishments

? Decreased worker?s compensation incidents by 20% through incentive programs and open communication with staff

? Member of the collective bargaining negotiation team, resulting in a successful contract

? Decreased customer complaints by 10% through incentive programs and employee buy-in

? Decreased workers compensation incidents by 20% through incentive programs and open communication

EDUCATION

M.A. Abilene Christian University: Conflict Resolution & Reconciliation

Certified Mediator

M.A. Chapman University: Human Resources June 2016

M.A. Chapman University: Business Administration

B.A. Chapman University: Organizational Leadership

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