Manager Customer Service

Debra K. Etzkorn

*** *. ****** ****** 937-***-****

Bellefontaine, Ohio 43311

**********@*****.***

OBJECTIVE: To obtain a position in Human Resources, where my experience

and education can best benefit my employer.

EXPERIENCE

Human Resource Manager, Marble and Granite Works-A subsidiary of Lowe's

2004-to 2013

Promoted from a Store Human Resource Manager to a Location Human Resource

Manager within the

Lowe's organization. Focus on implementing policy and procedures,

compensation plan, job descriptions,

work force allocation and employee development.

. Reorganized the human resource department to be a strategic partner in

the operation of the facility by being a resource for management to

utilize in decisions regarding the state of the business and changes

that needed to be implemented.

. Assisted in development of a standard compensation guide that

regulated the hourly staffs pay to include a consistent pay chart to

ensure employees are paid correctly for work done.

. Developed a standard of policy and procedures to be used throughout

the location that provide management with a guideline of expectations.

. Managed 3 locations, an HR Coach and HR Coordinator. Assisted in the

closing of 2 satellite locations, reduction in force that included

working with Lowe's Legal department, unemployment agencies for

multiple states and the WARN act.

. Implemented a safety program to reduce workers compensation that

included safety meetings, review of all injuries, incentives for

accident free days, and reduced claims cost incurred.

Human Resource Manager, Lowe's Home Improvement

2004-to 2013

Responsible for recruitment, succession planning, compensation and benefit

program implementation, employee relations, team building initiatives, and

performance management. Involved in all aspects of an employee work cycle.

Proficient in Kronos, Peoplesoft, Career portals, and Microsoft Office

software.

. 11 employees promoted - Operation Manager to Store Manager, Sales

Specialist to Sales Manager followed by Operations Manager, 2

Department Managers to Zone Manager along with 7 hourly employees to

Department Managers.

. Promote positive employee relations with the "Voice Team" and Employee

Opinion Survey by actively implementing changes that are in the best

interest of management and employees. Increased survey results by 20

points in one year.

. Compensation and Benefits advise and assist employees with benefit

selections and troubleshoot issues with 3rd party vendor. Promote fair

pay and wages for incoming new hires and ongoing employees.

. Maintain and process all types of leave of absences, FMLA, personal,

and workers compensation. Coordinate leaves with FMLA and ADA

guidelines to ensure proper handling of claims and employment laws.

. Reduced unemployment claims in one year by $64,000 by promoting

consistent practices in policy and procedures. Represent company at

hearings concerning unemployment claims.

. Recruitment and selection of hourly staff, sales specialist,

department managers, and exempt management team. Reduced annual

expenses in recruitment advertisement and new hire initial expenses by

implementing a recruiting program with local colleges.

. Investigate employee claims of misconduct of others, harassment, and

EEOC claims, advise management of best course of action to alleviate

issues and prevent in the future.

. Extended /enhanced new hire orientation program to ensure thorough

understanding of job requirements, receive computer-based training,

and organizations strategic goals.

. Provided one-on-one relationship coaching to newly hired and tenured

employees.

Debra K. Etzkorn

Human Resource Specialist, Bee Tree Consulting LTD.

1998-2003

Responsible for the Applicant tracking of workers and candidates at over

300 customer locations.

. Worked directly on customer accounts to identify and properly track

all applicants, hires, terminations, promotions, demotions and

transfers.

. Maintained contact with district offices to ensure the Affirmative

Action Plan was accurate and delivered annually for review.

Human Resource Generalist/Specialist, Montgomery Wards Distribution Center

1998-1999

Handled ADP payroll, benefits, and workers compensation claims for a

facility of over 400 employees.

. Worked directly with the Facility Managers to advise on issues

concerning employee's reviews, raises and company Human Resource

policies.

. Provided on-going counsel on federal and state driven laws and

regulations that impacted this industry.

Customer Service Representative, Lapham Hickey Steel

1997-1998

Duties in this high-volume call-center role included calls from internal

and external customers, which included trouble-shooting problems due to

late shipments, lost materials and dissatisfaction with material they had

received.

. Maintained reports on orders that had not been processed in the

system, and corrected problems ensuring orders would arrive on time.

Divisional Office Manager, Just for Feet

1994-1997

Directly reported to the Regional Manager, assisted the Regional,

Divisional, and Operations Managers. Assignments included scheduling of

appointments, updated and processed reports due to corporate and maintained

files for each location for all departments.

. Created and implemented spreadsheets for locations to use for cashier

errors and salesperson average sales per hour.

. Supervised a staff of five office managers; recruited

. Trained staff in Daily Reporting of Sales, percentage of payroll to

sales, and bi-weekly payroll on ADP payroll.

General Manager, Circle K Corporation

1993-1994

Recruited by the company during their quest to improve customer service,

store appearance, and increase overall revenues. Office duties included

processing of invoices, tracking of sales and percentage of cash errors to

sales, monitoring controls to reduce inventory shortages, payroll and

processing of daily cash receipts.

. Successfully managed two high volume locations.

. Increased sales in each location as high as 33 %, while improving the

location's appearance and reducing employee turnover.

. Negotiated directly with vendors to improve product cost and service.

Debra K. Etzkorn

Store Manager and Market Trainer, Southland Corporation

1991-1993

Consistently managed 3 locations. Responsible for the recruitment,

selection, orientation, evaluation, training and development, as well as

termination of all workers. Implemented employee training programs that

consisted of store operations, daily reports, extension of invoices,

budgeting of payroll, payroll processing, internal theft controls and

auditing procedures, ordering of inventory, customer service, operating

standard store equipment, alcohol and tobacco restrictions and robbery

prevention.

. Promoted to Market Trainer for incoming Franchisees, District

Managers, and Store Managers. Increased franchisee participation by

66% for the job training for store staff.

EDUCATION AND PROFESSIONAL DEVELOPMENT

. Urbana University - Bachelor of Science degree Business Management and

Human Services

. HRCI - (SHRM leaning system) Human Resource Certification class

. Wilson Learning - Completion of a course entitled Influencing

Others

. Train the Trainer Certification

Contact this candidate