Human Resources Customer Service
Resume:
T. J. CARTER, SPHR
**** ****** ****** ******, ***** 75206
*.*.******@*********.***
HUMAN
RESOURCES LEADER
A Human Resources generalist with both strategic and tactical skills,
specializing in helping companies experiencing challenge, fast growth and
start-up environments move to the next level of success. A change agent
with proven success in building high performing teams, developing efficient
processes and creating the company culture.
EXPERIENCE
CK Franchising, Inc., Dayton, Ohio
2011 to 2013
Director, Human Resources
Responsible for all Human Resources functions and franchisee Human
Resources support for national in-home senior care company Comfort Keepers,
with over 650 franchise and corporate locations. Accomplishments include:
. Developed company compensation plan and philosophy which resulted in
the creation of competitive grade ranges and a consistent performance
management and merit increase program.
. Coached and counseled company management on all Human Resources
issues.
. Updated Human Resources franchisee intranet which resulted in ease of
use and reduced franchisor liability.
. Conducted Human Resources webinars and provided Human Resources
expertise to franchisees.
. Revised franchise Human Resources Manual, franchisor handbook and all
employment documentation.
. Introduced a compliance resource tool which provided franchisees
local, state and federal employment guidance and reduced franchisor
liability.
. Created custom behavioral assessments for key franchise positions to
reduce turnover and increase retention.
. Recommended employment branding and recruitment strategy to increase
brand applicant flow.
. Developed company culture which resulted in employee engagement rate
of 66%; best in class.
. Introduced a limited medical benefit program for franchisees to help
position them as an employer of choice.
Staff One Inc., Dallas, Texas
2010 to 2011 Vice President, Human Resources
Responsible for Human Resources, Payroll, Benefits and Client Services for
Professional Employer Organization with over 175 clients in 37 states.
Accomplishments include:
. Change agent responsible for the relocation and staffing of new
corporate office.
. Created benefit plan alternatives when group benefit plan was non-
renewed.
. Provided Human Resources expertise and customer service that resulted
in a 90% client retention rate.
TJ Carter and Associates, LLC - Dallas, Texas
2008 to 2010
Owner providing human resources consulting expertise to clients such as
Papa John's Pizza, World Gym, Hudson Financial, Total Woman Spa, Arteriors
Home Design, Capella University and Gold's Gym Franchise Association.
Gold's Gym International, Irving, Texas
2005 to 2008
Vice President, Human Resources
Responsible for all Human Resources functions including policy development,
employee relations, training, benefits, compensation, litigation
management, recruitment and field Human Resources. Gold's is a privately
held fitness company with annual revenue in excess of $100 million and
2,800 employees in 10 states. Accomplishments include:
. Change agent responsible for the relocation and staffing of a new
corporate office.
. Recruited key management positions through grassroots networking in
preparation for aggressive five year growth plan, which resulted in
placement savings of over $200,000.
. Developed company compensation plan and merit review process,
resulting in a fair and consistent procedure understood by all
employees and a predictable merit budget.
. Redesigned benefit plans resulting in a 0% benefits renewal increase
for two consecutive years.
. Implemented automated benefits enrollment process, creating more
efficient processes that reduced errors, resulted in labor savings and
improved service to internal clientele.
. Reduced turnover by 27% in the first year through the implementation
of an automated behavioral assessment tool, progressive discipline
process and recurring management training programs.
. Developed company recruitment strategy driving more than 50,000
candidates to the website by utilizing Internet job boards and
specialized recruitment campaigns.
. Improved applicant processing efficiencies by over 40% through the
implementation of an applicant tracking and on boarding system.
. Developed and delivered a leadership training program that educated
first line managers in recruitment, retention, compliance, and
performance appraisal and compensation topics.
ACE Cash Express Inc., Irving, Texas
2000 to 2005
Vice President, Human Resources
Responsible for all Human Resources functions including policy development,
employee relations, benefits, compensation, payroll, litigation management,
recruitment, training, HR information systems and field Human Resources.
ACE was a publicly traded retail financial services company with annual
revenues in excess of $250 million and 2,500 employees in 37 states.
Accomplishments include:
. Key change agent for new CEO, developing an accountability driven
culture and management succession plan.
. Recruited new executive team through grassroots networking in
preparation for aggressive five year growth plan, which resulted in
placement savings of over $100,000.
. Strategic member of company acquisition team responsible for insuring
the smooth transition of all Human Resource processes for multi-state
acquisitions.
. Developed companywide compensation plan and merit review process,
resulting in a fair and consistent procedure understood by all
employees and a predictable merit budget.
. Coordinated implementation of Work Opportunity Tax Credit program,
resulting in excess of $250,000 in annual tax savings.
. Conducted workforce analysis with outside consultant, which resulted
in the design and implementation of an Internet-based applicant
screening process, leading to a 60% increase in applicant flow, more
efficient hiring processes and reduced turnover.
. Implemented automated benefits enrollment process and call center,
creating more efficient processes that reduced errors, resulted in
labor savings and improved service to internal clientele.
. Introduced Web-based automated training solution, creating consistent
platform for delivery of field training programs.
. Developed and delivered a leadership training program that educated
first line managers in recruitment, retention, compliance, employee
relations and compensation topics.
. Created company policies, updated policy handbook and created Human
Resources Procedures Manual to insure consistent policy application by
field management.
. Reduced annual turnover by 34% through the implementation of new
employee orientation, recurring training programs, applicant screening
tool, progressive discipline and behavioral interviewing processes.
. Created Employee Dispute Resolution (EDR) Program, in conjunction with
legal counsel, to minimize and manage the risk of lawsuits.
. Successfully investigated and responded to over 40 EEOC and 75 wage
and hour complaints.
. Coached and Counseled Human Resources and Operations Managers
regarding employee relations issues.
. Partnered with the Legal Department to investigate and determine
response strategy to litigation.
Aegis Communications Group, Irving, Texas
1997 to
2000
Regional Director, Human Resources
Walden Residential Properties, Dallas, Texas
1996 to
1997
Director, Human Resources
Royal Insurance, Dallas, Texas
1991 to 1996
Human Resources/Administration Manager
EDUCATION AND CERTIFICATION
M.S. Degree in Human Resources Management; Golden Gate
University, San Francisco, California
B.A. Degree in Criminal Justice; University of Central
Oklahoma, Edmond, Oklahoma
SPHR Certification (Senior Professional in Human Resources); Society
for Human Resources Management
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