Human Resources, Projects, Planning and Execution
Resume:
Teresa Clark Objective
Chesterfield,
Missouri 63017
*********@***.***
Seeking a position with an organization striving for
constant improvement. Looking for a position where I can
be a leader for change that will benefit the company with
measureable results.
Adept in process improvement utilizing systems and
telephony technology to streamline and improve performance.
Strong project management skills.
Seasoned HR professional with over 20 years of experience
in HR.
Experienced HR Shared Service manager /HR Operations.
Demonstrated change management and leadership skills.
Strong customer service and quality background.
Goal oriented with demonstrated sales skills.
MA Industrial Organizational Psychology.
Familiar with WorkDay and PeopleSoft HCM/CRM.
Work Experience
Express Scripts
11/2012 - 7/2013
Senior Director Human Resource, Projects, Planning and
Execution
Express Scripts Inc. St. Louis Mo.
11/12 - 7/13
Responsible for harmonization/integration of HR policies
and HR processes for two companies merging together as one.
Ensured consistent execution of work across the
organization resulting in reduced risk and cost. Aligned
work and processes to HR strategy, Collective Bargaining
Agreements and HR structure. Identified and led process
improvement initiatives streamlining the work of HR
Generalists and either moving or eliminating transactional
work altogether through system enhancements or
re-engineering. Responsible for management and execution of
the Reduction in Workforce process. Developed and
implemented in SharePoint an e-resign process, paperless
exit interview process and exit interview reporting.
Utilized SharePoint to track and report out on HR
Generalist work, built a business case for a case
management system and harmonized the employee handbook.
Managed 6 direct reports.
Citigroup
11/2007 - 11/2012
Senior Vice President, Human Resource
8/12 - 11/12 - Citigroup St. Louis Mo.
Highly visible and complex position created to respond to
Human Capital inquiries from the OCC resulting from
government consent orders for Citi Mortgage. Utilized
SharePoint to establish process and structure for required
semi-annual report to Citi Board of Directors and OCC
officials. Developed presentations used for the Board and
OCC. Responded to inquiries from the OCC, facilitated
meetings between company officials and auditors. Heavy in
HR data and information gathering, analytics and reporting.
Senior Vice President, Area Manager Human Resource
1/11 - 8/12 - Citigroup St., Louis Mo.
Responsible for HR site leadership for 2 complex and
litigious sites. Manage 7 direct reports and 3 matrix
reports within Citi Financial Services, Credit Card, and
Citi Mortgage businesses. Selected to be a member of an HR
Reengineering team responsible for streamlining processes
across multiple businesses in North America. Led several
sub projects which resulted in automation of several
processes through system enhancements, with greater
consistency across businesses and lower risk. Work with
site leadership teams to influence and build consistency
across sites. Developed and implemented a strategy to
address management style and practices to reduce risk and
address employee relation concerns.
Vice President, Human Resource Manager
1/09 - 1/11 - Citigroup St. Louis, Mo.
Responsible for HR related activities for a complex site
consisting of approximately 4000 employees within 4
separate businesses. Successfully eliminated silos that
once existed in Human Resources between businesses and
created a site team of 8 Human Resource Generalists and 3
Human Resource Specialists. Work with the Site President
and HR Business Advisors to create a site culture that is
inclusive of all businesses represented in the site.
Utilize best practices and project teams to build
consistency and streamline Human Resource processes across
business lines within the site. Eliminated or moved non HR
related work. Developed an online process to centralize,
track and store data related for employee relations
investigations to include processes for pulling reports and
analyzing trends through SharePoint. Act as project
manager for many HR related projects across North America
to include Respect at Work training, and a background check
project. Actively participate on both Global and North
America HR Re-engineering teams.
Director, Human Resources Operations
11/07 - 1/09 Citi Mortgage, St. Louis, Mo.
Led drive to improve processes while reducing costs.
Developed more effective vehicles for communicating with
business partners. Utilized systems to centralize
transactional activities improve productivity and reduce
costs. Introduced the concept of an online request forms
built in PeopleSoft for HR Shared Service Center. Developed
and implemented an online process for skills assessments
through SharePoint. Led project team to develop and
implement online FCRA attestation in our Global Learning
Management System. Ensured consistency in policy
interpretation and administration by developing and
implementing procedures for consistent policy
administration. Managed HRIS group and provided all HR
metrics to business partners. Responsible for PS security
administration, GTMS administration and Time/Attendance
administration. Responsible for the timely processing
of immigration matters for foreign nationals.
CountryWide Home Loans (acquired by Bank of America)
4/2004 - 7/2006
Vice President Employee Relations Operations
9/05 - 7/06 Countrywide Home Loans, Plano, Texas
Led project team to integrate the Employee Relations
department into the HR Shared Service Center, allowing ER
reps to focus on core ER issues while improving turnaround
time, accountability, and metrics. Reduced the number of
system platforms in place from 5 to 3 in one year utilizing
PeopleSoft CRM. Implemented Rightfax technology to
streamline the Leave of Absence process eliminating paper
and saving the company thousands of dollars monthly. Worked
with HR Compliance to develop HR administration processes
for specific HR policies and procedures. Developed and
delivered PeopleSoft CRM training. Led team assembled to
develop metrics and reporting for Employee Relations to
measure overall performance, quality and efficiency.
Vice President Human Resource Operations
9/2004 - 9/2005 Countrywide Home Loans, Ft. Worth, Texas
Promoted to manage and build a multi-site Human Resource
service center including out-sourced processes to India.
Led team assembled to implement PS CRM for the service
center. Led migration from an ACD phone system to an IVR
system. Managed all transactional processes in Human
Resources to include data entry, calls, email and employee
self service tickets. Clients included Employee Relations,
Benefits, Leave of Absence, IT Help Desk, Payroll, Travel
and Expense, Recruiting, Training and Compensation.
Processed an average of 60,000 transactions per month.
Managed 50 people in Texas and 20 located in India.
Assistant Vice President Human Resource Operations
4/2004 - 9/2004 Countrywide Home Loans, Ft. Worth, Texas
Hired to build and manage a fully integrated Human Resource
service center for a corporation with an employee base of
38,000. Instrumental in migrating human resource processes
into the center. Utilized PeopleSoft HCM and CRM and
telephony technology to streamline processes and allow
human resources to function as one unit company-wide.
Self Employed
10/2000 - 4/2004
Consultant
10/00 - 4/04 Consulting - Self Employed, Flower Mound,
Texas
Clients included Boeing, The Cooper Institute, and other
family owned businesses. Provided a variety of Human
Resource and Training services. Developed and implemented
HR policies. Developed and delivered system and soft skill
training for employees and management. Advised regarding
employee relation issues and provided recruiting services.
Administered and scored standardized tests to potential
management candidates. Researched and wrote health books
published on the topics of sleep and pregnancy.
Associates First Capital (acquired by Citigroup)
6/1989 - 8/2000
Vice President Customer Sales and Service
1/1998 - 8/2000 Associates First Capital, Houston, Texas
Promoted to build the Customer Service department for the
Shell Oil gas card. Led team to migrate the business to
Associates. Worked with IT, Telephony, and HR to ensure
process were in place, systems operational and staffing was
appropriate prior to go live. Responsible for 80 customer
service representatives and 4 supervisors with an annual
budget in excess of 1 million dollars. Handled
approximately 100,000 calls per month. Directed all
scheduling of personnel to accommodate workflow and ensure
contractual obligations. Resolved escalated customer
complaints and recommended/implemented preventative
procedures. Utilized customer service representatives and
supervisors in team projects to resolve departmental
issues. Increased Customer Satisfaction Index from 79% to
96% in 9 months while increasing sales from 0% of all calls
to 3% of all calls, generating approximately $700,000 in
annual revenue. Maintained productivity standards with
limited turnover. Acted as Project Manager during systems
conversion for teams located in Texas and Delaware.
Partnered with the Marketing department to develop and kick
off new marketing initiatives for Shell. Developed a
creative and successful recruiting incentive program
designed to attract better candidates and retain current
employees.
Vice President Human Resources
3/1997 - 1/1998 Associates First Capital, Irving, Texas
Promoted and transferred to Houston, Texas. Built the HR
department for the Texaco Oil Card division consisting of
approximately 600 employees. Worked directly with senior
management on all Human Resources and operation issues.
Acted as a change agent for culture and diversity issues
resulting from a Texaco lawsuit. Honored with President's
Association award for the year.
Director Human Resources
11/1996 - 3/1997 Associates First Capital, Irving, Texas
Strategically placed as Director of Human Resources for the
commercial Division of Associates First Capital. Worked
directly with senior management on Human Resource issues
for 30 branches throughout the United States and Canada,
and for 2 call centers located in Dallas, Texas.
Assistant Vice President Human Resources
3/1993 - 11/1996 Associates First Capital, Irving, Texas
Promoted and transferred to Utah as the Human Resources and
Administration Manager for an operation consisting of 400
employees. Upon successfully staffing the operation and
establishing both Administration and Human Resources
departments was selected to transfer to Texas to manage the
human resource functions for a division of 1400 employees.
Heavily involved in legal issues and conflict resolution.
Sent on assignment to Iowa as part of a conversion team for
the Amoco Oil card acquisition. Honored with Manager of
the Quarter award, 1994.
Assistant Personnel Director
11/1991 - 3/1993 Associates First Capital, Irving, Texas
Responsible for payroll, policy interpretation, performance
evaluations, EEOC issues, salary administration, conflict
resolution and terminations. Chosen to be a member of a
corporate team designed to evaluate the current processing
procedures in support areas and recommending new procedures
and equipment in order to operate more effectively.
Employment Interviewer
1/1990 - 10/1991 Associates First Capital, Irving, Texas
Responsible for all staffing for a division consisting of
750 employees. Duties included; conducting job fairs,
interviewing, hiring, payroll, new hire orientation, salary
administration, incentive programs, benefits
administration, and all statistical reports related to
these areas.
Staff Assistant
6/1989 - 1/1990 Associates First Capital, Irving, Texas
Responsible for the development, implementation and
cost/benefit analysis of monthly incentive programs
developed for approximately 400 employees. Tracked budgets
and expenses produced daily and monthly reports detailing
actual and projected figures.
Education
1/1990 St. Mary's University, San Antonio, Texas
MA Degree
Industrial/Organizational Psychology.
5/1987 St. Mary's University, San Antonio, Texas
BA Degree
Psychology
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