Human Resources Customer Service

DEBRA R. WEST

* ******** ***** ********** ** ****1

Phone 215-***-**** Email ***********@*****.***

Human Resources and Administrative Professional

Successful goal driven administrative professional specializing in the human resources area with extensive skills and experience

gained with world class companies including, Prudential, Chrysler, Merck and Wolters Kluwer. Strong, motivating leader and team

player with superior presentation and writing skills. Excellent qualifications across a diverse set of functions:

Compensation and File Maintenance Microsoft Office Suite expert: Word,

Benefits Excel, PowerPoint

Human Resources Metrics Customer Service Oriented Typing speed: 65 WPM

Policies and Procedures Excellent Phone Manner Excellent numerical data entry

Full Cycle Recruitment Problem Solver Dedicated, honest, hard worker

CAREER PROGRESSION

CHRYSLER FINANCIAL (FORMERLY a division of CHRYSLER CORPORATION), Chalfont PA 2005 2010

Human Resources Manager

Responsible for human resources activities for Philadelphia and Jacksonville, Florida contact centers supporting a total of 600

employees and management members. Facilitated multiple organizational restructurings including reductions in force, succession

planning, retention plans, competency development, skills analysis and talent and workforce management. Heavy emphasis on full

cycle recruitment, employee relations and management coaching and development. Significant accomplishments included:

• Development of hi potential succession planning across multiple contact center sites. Particular emphasis on retention

of talent during difficult organizational transitions due to bankruptcy announcement and spin off of Chrysler Financial from

Chrysler Motors.

• Created and facilitated First Line Supervisor Development Training Program.

• Management of site related litigation issues including EEO, PA Human Relations responses, and Unemployment cases.

• Wrote AAP plans and conducted Management Training on Affirmative Action initiatives

• Implementation of HRIS conversion from PeopleSoft to Ceridian.

• Site leader for all Benefits and Compensation matters including open enrollments, benefit changes and

communications, yearly performance management and compensation calibrations within and across multiple contact centers.

Conducted all benefits and compensation training sessions for employees and management.

• Managed recruitment and retention process during Chrysler bankruptcy and spin off of Chrysler Financial from Chrysler

Motors. Partnered with outside agencies to continue staffing contact centers during organizational bankruptcy announcement

resulting in 50 hires per month in Philadelphia and doubling the size of the Jacksonville office. Developed competency based

behavioral interviewing program, trained site supervisors and monitored program progress.

• Implementation of Customer Service programs to create a World Class Organization.

THE ROSEN GROUP 2005

Human Resources Contractor

Continuously employed on two contracts:

• HR Metrics Specialist placed at Merck. Responsible for HR metrics for Research and Development Division. Specific

project work on succession planning, MBTI Training, and Employee Survey implementation, evaluation and communication.

• Benefits Specialist for Transcontinental Direct, a Direct Mail Distributor. Administered health and welfare plans, defined

contribution plans, FMLA, COBRA, and benefits communication.

PRUDENTIAL FINANCIAL SERVICES, INC., Dresher, PA 1998 2004

Manager, Human Resources

Managed Human Resources for 1700 person life insurance division of major financial organization. Responsibilities

included but not limited to organizational change and development, outsourcing, performance management, employee relations

and compensation and benefits implementation. Recognized for diversity and inclusion expertise. Subject matter expert for

company wide diversity council. Managed employee surveys including analysis, communication of data and development of

departmental goals to increase employee satisfaction. Led programs for company’s IPO including providing training for

management and staff. Seminars taught included Employee Stock Ownership, General Business and IPOs, Change and

Organizational Management, and The Effect of Stock Options on Benefits Plans. Managed outsourcing of Claims Division.

Conducted quarterly competency and performance management programs to evaluate needed reductions in force. Heavy

emphasis on staff and management development and employee relations.

ADVANTA CORPORATION, Springhouse PA 1995 1998

Human Resources Consultant

Consulted on all Human Resources issues for 500+ corporate office including heavy recruitment and employee relations for

specialized positions in corporate start up operations. Subject matter expert on employee relations and policy and procedure

development.

WOLTERS KLUWER US CORPORATIONS, New York NY 1987 1993

Corporate Manager, Human Resources

Wolters Kluwer is a market leading global information services company employing 19,300 people worldwide maintaining

operations in over 40 countries across Europe, North America, Asia Pacific, and Latin America. Directed and monitored Human

Resources activities for seven (7) corporate subsidiaries. for the US division. Subsidiaries ranged in size from 50 to 2500

employees. Coordinated human resources activities related to compensation and benefit plans, separation packages, recruitment

and retention strategies, talent management and compliance. Lead project manager for merging of defined benefit and defined

contribution pension plans, compensation structures, and health and welfare plans.

H R I S S Y S T E M S : Ceridian, PeopleSoft, Business Objects, ADP,UNICORN HRO, Hirebridge, Resumix, Restrac, Taleo

E D U C AT I O N

Temple University Philosophy 1985

Bachelor of Arts

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