Human Resources Customer Service

Forbes McCreery

*** ********* ***** ********* ** 80466

318-***-**** ( **************@*****.***

SUMMARY

Senior level human resources professional with more than 15 years of

experience in multiple office operations, management coaching and employee

relations in union and non-union environments.

PROFILE

. Strong HR management background includes organizational development,

employee relations, conflict resolution, recruitment, retention,

compensation, benefits and performance management.

. Proven leadership skills, with experience serving on senior management

teams, developing strategic business plans and serving as proactive

business partner.

. General Manager said: "Forbes understands business. He is a bottom-line

driven HR professional who partners well with business managers and is

committed to leading essential change."

. Vice President Customer Service said: "Forbes has outstanding leadership

skills. I rely on his judgment and drive to complete projects on time

and on budget. Forbes presented us with a $1.5MM cost savings."

. Led corporate team to reduce cost impact of FMLA resulting is a 50%

reduction in cost and abuse

EXPERIENCE

Director Human Resources, Central Oil & Supply. Monroe LA November 2010

to present

Direct human resources function, develop process to allow for growth,

improved management in tri-state regional supplier of petroleum products.

. DOT compliance

. Automate payroll system across all satellite offices.

. Offer a tax incentive plan to allow for up to $200K savings over five

years

. Revise benefit options to position company to be the employer of choice

in the market

. Implement higher profile Safety Program

Senior Manager of Human Resources, CenturyLink Inc. Monroe, LA (2004 to

2009).

Direct human resources function for customer service call centers with 1100

employees in 5 states in union and non union environments.

. Performance management coach to senior and executive management.

. Maintain effective working relationships with senior and executive

management insuring efficient delivery of services.

. Direct human resources function in call centers, standardization of

policy and practice. Manage four human resources managers and staff in

four states.

. Present Division metrics to COO/President.

. Develop and present leadership and general management skill training.

. Manage EEO administration and reporting process.

. Present plan to reduce new employee training saving $1.5 MM.

. Revise hiring practices resulting in an improved new hire.

. Reduce turnover in call centers, saving the company $60K in labor and

training costs.

Human Resources Manager, GLY Construction, Bellevue, WA (1997-2004).

Created human resources function for this construction company with 400

employees and 16 sites. Develop and implement corporate human resources

policies for union and non-union staff.

. Supervise up to 18 support staff, including four at headquarters and 14

in remote locations.

. Saved $30,000 annually on medical premiums for dependent coverage by

use of flexible spending accounts.

. Saved 30% annually on Life, AD&D, LTD premiums while substantially

improving coverage.

. Implement intranet-based employee handbook available to all staff at near

zero cost. Ensure compliance with all relevant government programs

including EEO, ADA, FMLA, ADEA, USERRA, FLSA and COBRA.

Forbes McCreery Page

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EXPERIENCE-CONTINUED

Human Resources Consultant, McCreery & Associates, Bainbridge Island, WA

(1994-1997).

Provided recruiting, management coaching, employee counseling and

compensation services for clients including Pacific Care and Nintendo.

. Recruited technical, professional, acute care, executive nursing,

pharmacy and physical therapy positions. Doubled number of customer

service representatives for call center in one week.

. Developed and implemented computer program to track and ensure COBRA

compliance.

. Reviewed annual bonus data and ensured consistency with employee

performance evaluations for more than 3,000 employees of major software

company.

. Frequently consulted by President of HR consulting firm, who said: "I

relied on Forbes to solve clients' problems. He is a superb professional,

with outstanding generalist skills."

Human Resources Specialist, Group Health Cooperative of Puget Sound,

Seattle, WA (1989-1993).

Coached management in employee motivation and resolution of disciplinary

issues. Improved employee morale and minimize liability exposure for more

than 3,000 employees.

. Key member of multi-disciplined Total Quality Management team that

formed inter-departmental project work groups, standardized policies

and procedures and assessed recruiting needs.

. Saved over $100,000 in temporary employment costs over nine-month

period, reduced cost of time-to-hire 12% and enhanced company image by

streamlining hiring process.

. Upgraded quality of employees hired by training hiring managers in

proper interviewing techniques.

. Improved customer service by creating and promoting in-house

administrative temporary pool.

. Performed HAY job evaluations for exempt and non-exempt positions.

. Co-founded Critical Incident Response Teams, in conjunction with EAP

program that created outlet for employees to respond to work-related

emergencies.

Director of Human Resources, Red Lion Inns, Bellevue, WA (1987-1989).

Managed HR activities for two locations. Coached management in employee

relations skills.

. Managed compensation and benefits plans. Created automated regional

salary positioning system.

. Ranked in top 5% company-wide for unemployment and workers' compensation

expenses.

. Significantly reduced workers' compensation expenses by developing

proactive safety programs, managing light duty programs and negotiating

reduction in fees with medical providers.

. Lowered unemployment insurance costs by establishing progressive

disciplinary procedures.

. Improved customer satisfaction by developing corporate-wide training

programs to upgrade staff's customer service skill sets. Identified needs

based on information obtained from guest surveys.

Prior experience as HR Manager, recruiting all levels for division of

defense contractor with over 4,000 employees. Created human resources

function as HR Manager for large lumber mill.

EDUCATION

Bachelor of Arts, Business Administration, Central Washington University,

Ellensburg, WA.

PROFESSIONAL ORGANIZATIONS

SHRM, Northwest HR Management Association and Associated General

Contractors' HR Roundtable.

COMPUTERS

Skills include intranet-based HR applications, Microsoft Word, Excel and

Outlook.

Contact this candidate