Customer Service Management

*** **** **** *** *. Koresdoski, Ph.D. 254-***-****

Eddy, TX 76524 *************@*****.***

Education and Professional Certifications

Ph.D., Nova Southeastern University, Computing Technology for Education

MBA, University of Tennessee, Finance

B.S. Business Administration, University of Tennessee, Accounting

B.L.S., University of Memphis, Liberal Studies

Certified Compensation Professional (CCP), Senior Professional in Human

Resources (SPHR)

Director, Compensation & Benefits, McLane Company, (2008 - present)

. Moved teammates to consumer driven plan to replace higher cost plans.

Achieved a flat medical/pharmacy trend.

. Implemented Compensation Committee to help drive changes in compensation.

Implemented 401(k) Roth and change in hardship rules.

. Lead the charge to develop job descriptions across the organization.

Validated FLSA exemptions. Benchmarked Salary Structure after 9 years of

no review. Created communications to explain Executive Compensation plan

to new executives. Implemented Pay Equity Analysis process to identify

gender/race inequities. Centralized hourly wage policy development.

. Led implementation of changes due to healthcare reform.

. Sets strategy and overall administration guidelines of the McLane Company

teammate benefits program and its subsidiaries to include: 401(k) plans;

self-insured medical, dental and vision plans; flexible spending

accounts; term life insurance plans; short-term and long-term disability

programs; accidental death policies; wellness programs; and other

miscellaneous benefit programs and policies such as time off and leave of

absence that enhance the work experience for all McLane teammates.

. Monitors the effectiveness of existing policies, guidelines and

procedures. Plans, develops and implements new and revised programs,

policies, and procedures in order to be responsive to the company's goals

and competitive practices.

. Evaluates and compares existing company benefits plans and compensation

policies with those of other employers and makes recommendations that

will support McLane strategy and allow the company to remain competitive

in the marketplace.

. Leads the compensation function for all McLane Company business units and

corporate departments to include executive, exempt, non-exempt, and CDL

Class A Driver payrolls.

. Manages the administration of executive compensation (base pay, bonuses,

and long term incentives) for senior leadership staff including the

processing, recording and reporting of compensation-related actions taken

on salaried teammates.

. Sets strategy and develops specifications for new benefit plans or

modifies existing plans to: maintain company's competitive position in

labor market and obtain a uniform benefit package for all company

locations, where possible.

. Works closely with all McLane Company compensation and benefit brokers

and vendors.

. Assures company compliance with provisions of the Employee Retirement

Income Security Act.

. Supervises preparation of reports and applications required by law to be

filed with federal and state agencies.

. Responsible for leading and engaging a diverse team.

Adjunct Faculty, Argosy University, (2010 - present)

. Deliver classes in an asynchronous, web-based mode.

. Facilitate interactive lectures, discussion, individual and group

assignments, and critiques.

. Participate on doctoral dissertation committees.

Benefits Manager. Nissan North America. (2005 - 2008)

. Assisted in the construction of a Shared Services Support Center and

shift from siloed HR functions to shared services.

. Developed materials and training to help move Nissan employee population

to consumer driven health plans

. Monitored metrics and support center trends and implemented strategies to

address issues.

. Analyzed and reported on customer satisfaction levels.

. Monitored quality of phone, chat and emails to employees.

. Provided exceptional customer service as a result of developing,

maintaining, and continuously improving processes, systems and

technology.

. Handled escalations and effectively delegated work across the teams.

. Responsible for managing the benefits function for North America

operations including 3 manufacturing plants, parts distribution centers,

call center and corporate functions.

. Administer benefits in compliance with plan guidelines, company policies

and procedures (disability, leaves, health care, retirement, 401k, etc.).

. Interfaced with vendors, analyze plan expenses, identify opportunities,

implement approved changes, and ensure effective plan administration.

. Provided a high level of customer service to the members of each plan and

control benefit plan costs.

. Knowledge of PeopleSoft and experience with a "conversion".

. Assigned, trained, supervised and evaluated hourly and salaried staff in

multiple locations.

. Responsible for successful integration of corporate and manufacturing

benefit structures and staffs.

. Managed the HRIS function for the support center.

Senior HR Manager. Harrah's Entertainment, Inc., (2000 - 2005)

. Senior-level role accountable for human resources activities and special

projects for a diverse department across multiple locations in a very

fast paced, ever changing work environment.

. Responsible for compensation program including administration of base,

variable and discretionary pay (exempt, nonexempt, executive).

. Responsible for executive compensation programs.

. Responsible for performance management, succession planning, and employee

opinion surveys including development, maintenance, monitoring and

reporting.

. Management of training function including needs assessment, skills

inventory, development of training programs, evaluating vendors, class

participation and evaluation of ROI.

. Development and communication of policies and procedures across all types

of employee groups.

. Coordination of employee relations activities with extensive knowledge of

employment law.

. Assigns, trains, supervises and evaluates IT staff engaged in installing,

implementing, testing, and maintaining performance management system,

time management system and departmental intranet.

. Coordination of employee meetings (500+) including agenda, facilities,

awards, marketing, presentations.

. People / Financial Lead for mergers and acquisitions ($122M budget).

. Contract implementation and vendor management including RFP, contract

negotiations, and contract monitoring. Management of departmental team

(managers, analysts).

. Responsible for development, forecasting, monitoring and reporting for

$2M departmental budget. Assisted VPs during merger with development of

their departmental budgets.

. Crafting and delivery of leadership presentations to executive

management, leadership team.

. Development of external communications for departmental award program.

Senior HR Advisor. Federal Express, (1996 - 2000)

. Received several awards for high performance: Five Star Award Winner

which provides recognition for company-wide top performers; Bravo Zulu

Awards for going above and beyond expectations; P3 Company-wide Honorable

Mention for leading the team who implemented improvements to the benefits

appeals processes;

. Implemented Flexible Spending Accounts and Dependent Care Accounts.

. Subject matter expert and team lead for benefits administration and

reporting.

. Prepared departmental monthly, quarterly and annual financial reporting.

. Liaison for accounting, systems and auditing departments to develop and

implement financial controls.

. Developed metrics and performance guarantees for vendor contracts.

. Reviewed and updated plan documents to policy changes and standard

operating procedures.

Human Resources Team Leader. Knoxville Utilities Board, (1993 - 1996)

. Cut employee insurance rates in half by reviewing and selecting new

insurance provider.

. Updated employee handbook.

. Crafted and delivered employee communications to both large and small

groups.

. Coordinated and supervised team activities for benefits and compensation.

. Created and revised policies and procedures including overtime, sick

leave, absenteeism and FMLA.

. Developed Executive Training Program and employee training programs

(required, soft skills, etc.)

. Developed Summary Plan Descriptions.

. Liaison for classification compensation project to revise all job

descriptions and create new grading structure.

. Implemented flexible spending accounts and new benefits cafeteria plan.

. Worked with Safety department, Workers Compensation to implement programs

and track and report metrics.

. Provided assistance with Payroll administration and HRIS.

. Set up school-to-work program and Adopt-a-School Program.

. Installed new HRIS and developed 360( performance review.

Senior Financial Analyst. Kimberly-Clark Corporation, (1990 - 1993)

. Created plan design for Medical, Dental and Life Products.

. Assisted in installation of and testing of new mainframe computer system.

. Prepared general ledgers, journals, reporting, financial statements, tax

filings, payroll administration, payment of invoices, reconciliations for

two companies.

. Provided employee customer service, claim issue resolution with carriers,

providers and employees.

. Responsible for all financial aspects of the Medical/Dental Plans

including: forecasting of medical costs, reconciliation of financial

documents, trust fund reconciliations, rate and contribution

determination, month-end reporting to management, establish and validate

controls, COBRA processing/administration, etc.

. Work closely with the Payroll function for administration of company

benefits including health care and 401(k).

Budget Officer. Martin Marietta Energy Systems, (1989 - 1990)

. Responsible for special projects involving the review of budget requests,

manpower calculations, and summary of environmental compliance review.

Coordinated budgets and forecasts for environmental engineering group.

Accountant. Westinghouse, (1988 - 1989)

. Responsible for site-wide versus capital decisions, project authorization

review, cost work order approval, and tracking of cost funded projects.

. Worked with operating divisions and financial teams to provide Department

of Energy interpretations.

. Created program and procedures to track computer equipment.

Internships

Systems Analyst. Andersen Consulting. Management Consulting Group.

. Responsible for identifying system problems, preparing program

specifications, programming and testing.

. Attended programmer training school. Part of a team involved in on-campus

recruiting.

Microcomputer Lab Monitor/Teacher. The University of Tennessee. Business

Computer Group.

. Teacher for systems classes. Constructed animated presentations for the

Center for Business and Economic Research.

Financial Analyst. IBM. Federal Systems Division.

. Allocated administrative support to various work centers. Analyzed

deviations of actual to budgeted amounts.

Accountant. NASA. Lyndon B. Johnson Space Center.

. Procured computer software and hardware for Data Systems and Aircraft

Operations Procurement Office.

. Determined seller, negotiated price and arranged shipping.

. Transferred standard forms to LOTUS macro-enhanced spreadsheets to reduce

paper flow.

. Analyzed deviations from planned to actual budget in the Central Budget

Office.

Committee Positions/Memberships and Awards/Software Knowledge

Memphis Business Group on Health(Greater Memphis Benefits Council(Mid-South

Compensation Group(Business Advisory Group for JCAHO(Beta Gamma Sigma

Service Society(Gamma Beta Phi Honors Society(Treasurer of National Network

for Graduate Business School Women(Chair of the Adopt-A-School

Committee(International Personnel Management Association(Chair of

Education/Treasurer for East TN Compensation Association(EAP Committee

Chairman(Computer Security Officer(Treasurer/Coordinator for United

Way(Coordinator for Coop Committee(MS Office (Access(Excel(PowerPoint(Word)

( ADPReportSmith(HTML( Adobe Photoshop(SPSS(SQL(GRS(Internet and mainframe

systems.

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