Customer Service Project Manager

Kerrie A. Pillow

*** ********* ** ********* ***** FL 32937 - 321-***-**** - **********@*****.***

CAREER PROFILE

- Proven ability to counsel, coach, and develop employees at all levels; in Human Resources Management

- Goal-oriented, highly motivated, results driven, and detail orientated problem solver

- Dynamic manager! Innate ability to overcome HR difficulties ensuring mission success

- Growth facilitator within diverse groups fostering strong relationships

- Project Manager with superb leadership skills, followership and interpersonal skills

- Highly committed to the delivery of quality customer service and satisfaction

Security Clearance: Department of Defense (DOD) Secret; MRPT

SUMMARY OF QUALIFICATIONS

- Employee Relations - Recruitment and Staffing - Staff Development - Benefits Administration

- Records Management - Administrative Professional - Casualty Reporting - Security Management

- Microsoft Office - Microsoft Outlook - Internet Explorer - Resource Hire Applicant Tracking

- Process Improvement - Resource Management - Disciplinarian - Supervisory Experience

- Management - Ethics Point - PeopleSoft - Taleo

PROFESSIONAL EXPERIENCE

Human Resource Generalist, Principal, DynCorp International, Jan 2012 – Present

- Manage HR functions in concert with three HR Managers abroad; support seven Country Site Managers

- Develops, plans and administers policies, procedures, processes and activities relating to all phases of Human Resources

- Assist with hiring, recruiting, training, organizational development, communications, and performance management

- Support employment relations, coaching, team building, salary and benefits, leave program and workman compensation

- Act in concert with HR director, and other program management to develop and implement program planning

- Work with DI HRIS to support People Soft processes designed to identify, and track completion of required training

- Act as investigator in matters of employee relations issues to include EEO and Hotline issues

- Interface with HR Managers in two OCONUS locations on staff planning and forecasting, as well as deployment support

- Coach Managers and supervisors on fundamentals of progressive discipline due process and complaint procedures

- Communicate HR policies, procedures, programs and applicable state, federal and international local country laws

- Manage personnel promotions, transfers, performance reviews, terminations and new hires (on-boarding)

- Manage manning for OCONUS employees, process PRFs; ensure vacancies are advertised and filled

- Manage Foreign Service agreements for 1200 employees; ensure completion bonus are processed accordingly

- Conduct verification of employment letters; ensure business titles are correct and match job descriptions

- Work directly with recruiters to ensure vacancies are in compliant and posted on Taleo

- Complete training on new hires; developed on-boarding checklist for new hires; manage I-9 forms

- Outstanding organizational skills, time management, prioritization, strong interpersonal skills and communication

- Action and detail oriented, strong customer service skills and drive for results, and team player/leader

- Works well independently, self motivated, and can work effectively in a multi-tasking environment

Human Resource Manager, US Air Force, 2005 - 2011

- Managed a team of 35 HR personnel in support of 4,000 employees

- Fully versed on employee benefits, classifications, workers compensation and personnel actions processing

- Managed Drug testing program for 6 agencies

- Maintained an HRIS database; tracking correspondence pertaining to personnel records

- Worked with local unions ensuring all union agreements and by-laws were abided by

- Managed employee time keeping system ensuring accuracy and completeness

- Directed organizational security program; expert on Joint Personnel Adjudication System (JPAS)

- Facilitated HR process virtualization; Led strategic working group enabled a seamless integration

- Coordinated action plan for merger of three organizations; textbook consolidation of 800 employees

- Contractor Verifications Credential System trusted agent; timely validations ensuring contract success

- Collected and maintained reports, statistics and data for organizational process improvements

- Analyzes processes/procedures and submits recommendations to enhance efficiencies

- Prepared daily, monthly and quarterly reports to subordinates and leadership as requested

- Managed all pension plan/personnel transactions for large organization

- Creative thinker, filled critical vacancies utilizing funding from various sources

Human Resource Supervisor, US Air Force, 1998 - 2005

- Performed recruiting duties as required. Attended local job fairs and recruiting functions as the organizational

representative. Set up recruiting booths and displays

- As personnel manager for the largest recruiting organization in the Air Force, provided applicant information on

organizational opportunities to potential employees

- Advised senior management on personnel performance to include disciplinary actions and recognition

- Managed staffing functions for 141 geographically separated locations covering 32,000 square miles

- Organizational Safety Representative; ensured state and federal required reporting were adhered to

- Designed, developed and implemented database to track performance and staffing reports

- Developed a welcome program for new employees; coordinated with several agencies significantly improving service

- Experience with federal hiring regulations; civil service employees and contractors

- Facilitated HR process virtualization; Led strategic group enabling virtual HRIS system

- Monitored $485K special duty pay account; oversaw initiation of life insurance policies

- Managed officer/enlisted promotion program; updated pay actions for all new promotions

- Managed staffing for 63 positions covering Florida, PR and VI

- Mentored and coached employees at all levels in a wide variety of areas in HR paperwork

- Provided information on employment opportunities to potential recruits

Human Resource Technician, US Air Force, 1990 – 1998

- Managed, tracked, and processed leave/vacation program for entire organization. Streamlined system to allow for

accurate reporting of program; zero discrepancies during audit

- Monitored performance appraisals and awards program; provided guidance to senior leaders

- Managed sensitive staffing functions simultaneously for three organizations

- Designed leave/vacation management forecast program facilitating continuity of leadership overlap

EDUCATION

Masters of Arts in Human Resource Management, Webster University, 2009

BA Criminal Justice, Columbia College, 2003

AAS Science Degree in Human Resource Management, Community College of the Air Force, Maxwell AFB AL

Employee Relations Investigation Course Ethics point

SPHR Certification Course, University of Central Florida, 2012

Member of SHRM and local South Brevard SHRM Chapter

** References available upon request

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