Human Resources Customer Service

GERALDINE PETERS-WILES, PHR E-mail: ab8xgr@r.postjobfree.com

105B Belknap Street Phone: 617-***-****

Concord, MA 01742

EXECUTIVE SUMMARY

A Human Resources Executive whose focus is growth and success for an organization through dynamic leadership of the Human

Resources function. Member of Senior Management team, advising on strategic issues related to human capital and organizational

effectiveness. Create sound workforce through talent acquisition, retention, and succession planning. Highly developed skills in labor

and employment law, ADA and EEOC compliance, and complaint investigation. Achieve sustainable growth for organizations

through goal setting, leadership and management training and coaching. Position organization as employer of choice through

command of compensation and performance management strategies. Expertise in delivering maximum results with minimal

resources. Professional Human Resources (PHR) certification.

EXPERTISE

Project Management

Operations Management Training and Development

Employee Relations Policy Design and Administration Complaint Resolution

Worker’s Compensation

Executive Coaching Employment Law/ADA/EEOC

Leave of Absence

Talent Acquisition Performance Management

PROFESSIONAL EXPERIENCE

HR ACCESS, A FIDELITY INVESTMENTS COMPANY, Nashua, NH 8/11-1/12

Human Resources Consultant

Directed marketing and product strategy for the development of a cutting edge international Payroll/HR solution for customers who

range in size from small enterprises to large, multinational firms.

Sought after HR Professional recruited by Fidelity to analyze global HRIS systems and identify user needs to create HR/Payroll

platform of choice in a competitive market. (Made the transition to a corporate, for-profit employer to develop new skills and

avail myself of more challenging professional opportunities).

Increased product marketability as HR subject matter expert using Voice of the Business (VOB) and Voice of the Customer and

Market (VOC/VOM) to drive the approach to project and work in general.

Drove project through the analysis of market practices, client interactions, and understanding of HR/Payroll business practices

and leading HR recordkeeping systems.

As the product manager for the global Agile team ensured deliverables were met on target through daily product assessment with

developers in India and Tunisia.

Rigorously managed scope of work through project prioritization and collaboration with other development teams.

Ensured critical consistency within the matrix of teams through the development & documentation of functional and technical

release specifications aimed at creating excellent end-user experience.

METROPOLITAN BOSTON HOUSING PARTNERSHIP, INC., Boston, MA 9/07-8/11

Director of Human Resources

Sole Human Resources professional directing all Human Resources functions at the largest regional provider of rental assistance in

Massachusetts.

Elevated the Human Resources function to report directly to the Executive Director, developing and executing strategic initiatives

to encourage and support organizational growth.

Raised organization’s effectiveness through workforce development strategy focused on excellence in recruiting, hiring, orienting

and continuous training of employees.

Built Human Resources role to be highly influential in organizational development and training resulting in high standards of

excellence.

Boosted employee morale and satisfaction by redesign of employee performance evaluation process. Tied employee performance

ratings to customer service delivery.

Positioned organization as contractor of choice winning multiple government cont racts and growing the organization by 25%.

Increased workplace productivity 10% by operationalizing repetitive tasks.

Strengthened organizational protection through the development of agency policy and procedure laid out in an easy to read

employee handbook.

Increased client satisfaction through the evaluation of customer service delivery in a continuous quality improvement process.

Drove down operating expenses in key cost centers including benefits. In one year saved the organization $80,000 in he alth care

premium costs.

Reduced cost oversights in benefits administration by upgrading ADP HRIS database to better track enrollments and payments.

Geraldine Peters-Wiles, PHR Resume ~ Page Two

Solidified organization as a strong competitor in the workforce by ensuring equity and continuity in agency compensation

program. Reviewed and set job grades no less than every three years or when warranted by economic change or agency fiscal

change. Lead agency annual compensation review with Executive Director and Chief Financial Officer.

Reduced employee turnover 20% by developing and leading quarterly senior management meeting aimed to increase

communication and transparency between managers and executive leadership.

GERMAINE LAWRENCE INCORPORATED, Arlington, MA 3/02-2/07

Director

Oversight for all client and educational services in a short-term youth assessment and treatment center.

Partnered with other directors to ensure a high quality of care born of a rigorous talent acquisition process.

Increased employee retention through the identification of skills/traits that predict success and longevity.

Reduced turnover 15% by creating employee orientation that more fully prepared e mployees for job challenges.

Ensured employee compliance with internal and external Human Resources policies thereby minimizing perceptions of inequity

and increasing employee satisfaction with organization.

Elevated leadership delivery by coaching managers in leadership skills related to career development plans, performance

improvement, compensation planning, and employee termination.

Strategically designed staffing patterns to create strong succession plans to minimize leadership deficits.

WALKER, Needham, MA 7/96-3/02

Assistant Director

Ran a multi-site treatment facility dedicated to the social development of emotionally disturbed youths .

Developed and delivered an orientation and mentoring program, resulting in a reduced employee turnover rate of 35%.

Strengthened service delivery by streamlining the interviewing and hiring process, resulting in faster turnarou nd time for

applicant selection.

Rigorously maintained standards of excellence for a multi-site client services facility that included 65 supervisors, coordinators,

direct care staff, and volunteers.

Creatively managed workforce shortage by traveling internationally to recruit qualified candidates for staff positions on both

H1-B and J-1 visas.

FIVE ACRES, Pasadena, CA 9/94-3/96

Unit Program Coordinator

Coordinated all aspects of living for emotionally disturbed youths.

Coordinated client services, including managing a staff of 10.

Led group employee interviews to streamline the applicant selection process.

Ensured client and staff safety by developing and delivering training, including a new employee orientation program, as well as

parent skills training and crisis management.

Consistently maintained agency standards and adherence to guidelines, resulting in agency accreditation.

EDUCATION

Bachelor’s degree in Psychology, Fordham University, Bronx, NY 1989

Master’s degree in Administrative Science, Boston College, Chestnut Hill, MA 2005

PROFESSIONAL CERTIFICATIONS

Professional in Human Resources (PHR) 2010

Pragmatic Marketing Certification 2011

PROFESSIONAL MEMBERSHIPS

The Society for Human Resource Management (SHRM)

The Northeast Human Resources Association (NEHRA)

Contact this candidate