Customer Service Human Resources

ROSANN R. KLAESNER

*** ****** **** ****

St. Peters, Missouri 63376

******@***.***

636-***-**** Home

314-***-**** Cell

SUMMARY OF QUALIFICATIONS:

Human Resources professional with over 15 years of comprehensive human

resources experience including a passion for employee engagement and

strategized recruiting. Enthusiastic self-starter with the ability to

learn quickly and achieve short and long-term goals. Versatile skill-set

with experience in health and welfare benefits, personnel data

administration, vendor management and customer service. Ability to

collaborate with all levels of management to conduct strategic planning in

order to support and further incorporate goals and objectives. Well

organized and detail-oriented individual with excellent oral and written

communication skills. Exceptional level of system knowledge including

Brass Ring, PeopleSoft, Odyssey, eRecruiting and eHire.

PROFESSIONAL EXPERIENCE:

HUMAN RESCOURCE LEAD - SEARS HOLDINGS CORPORATATION February

2012 - Present

. Support retail staff of over 100 hourly employees and 8 salaried

managers in all facets of Human Resources.

. Ensure compliance of federal and state labor laws and update workplace

signs as needed.

. Verify payroll hours and perform weekly payroll processing for hourly

staff to ensure proper reporting of hours worked.

. Manage personnel data changes, payroll adjustments and adherence of

company pay for work and attendance policies by processing daily

reports and communicating results to salaried managers.

. Communicate company benefits to hourly staff and assist with annual

open enrollment.

. Conduct extensive recruitment of hourly associates for sales, support,

and administrative positions to sustain appropriate staffing levels

for the store.

ACCOMPLISHMENTS

. Developed and initiated comprehensive new-hire and ongoing training

program for cashiers and support personnel increasing Shop Your Way

enrollment and decreasing daily overs and shorts.

. Enhanced employee orientation program by including onboarding

program specific to the role of the new hire resulting in a more

knowledgeable sales staff and a decrease in the overall turnover

rate.

HUMAN RESOURCE MANAGER - ANHEUSER-BUSCH COMPANIES

April 2005 - June 2009

* Lead and support a team of benefits specialists responsible for the

administration of employee and retiree Health & Welfare plans by

providing direction, motivation and commitment to development.

* Establish guidelines and new processes to furnish consistent and

accurate benefit information.

* Serve as Appeals Committee Chairperson responsible for conducting

weekly benefit eligibility meetings.

* Oversee fulfillment of all written employee and retiree benefit

materials.

ACCOMPLISHMENTS

* Oversaw as well as participated in the research and implementation

of a benefits knowledge base thereby increasing the resolution of

employee/retiree issues on the first contact.

* Coordinate the compilation and distribution of the 2008 Total

Rewards statements for all salaried employees to communicate

individual salary and benefit figures.

TEAM LEADER - ANHEUSER-BUSCH COMPANIES

January 2003 - April 2005

* Manage the HR Service Center incoming contacts ensuring exceptional

customer service for over 200 daily calls and emails.

* Team up with subject-matter experts to design and execute a training

program for new hires to provide them with the knowledge to handle

employee/retiree contacts.

* Analyze employee/retiree benefit contacts to HR Service Center and

provide weekly reports to management communicating specific trends and

potential concerns.

ACCOMPLISHMENTS

* Directed project for upgrading HR Service Center telephone system

raising the overall service level and execution of skill-based

routing. .

* Designed and implemented phone monitoring program for benefits

coordinators.

CONTACT CENTER MANAGER - ANHEUSER-BUSCH, INC.

April 1998 - January 2003

* Direct a staff of 10 salaried and 30 hourly employees to ensure the

efficient operation of the Consumer Contact Center.

* Collaborate with outside consultants to incorporate new technologies

and business practices to establish a best-in-class beverage company

contact center.

* Oversee the analysis of incoming data and communicate key findings to

company executives.

ACCOMPLISHMENTS

. Aid in the launching of the Dial Bud Consumer Contact Center

successfully furnishing a consolidated avenue for consumers to

communicate with the company.

* Worked hand-in-hand with leadership team to develop and implement

an Hourly Employee Handbook to clearly identify employee policies

and expectations.

COMPUTER COMPETENCIES

. Microsoft Office

. Brass Ring

. PeopleSoft

. eRecruiting/eHire

. SAP

. Avaya Telephone System

. HP Call Tracking & Knowledge Base

. Watson Wyatt Benefit System

TRAINING/CLASSES

. Seven Habits of Highly Effective People

. Meyers-Briggs Personality Test

. American Management Association (AMA) Project Management Training

. 360 Degree Feedback

. Negotiation Skills

EDUCATION

Hickey College

St. Louis, MO

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