Customer Service Human Resources
Resume:
Vicki C. Defalco
Calhoun, Georgia 30701
*****@******************.***
Summary
Accomplished professional with more than 20 years experience in human
resources, benefits, training, compensation, recruiting, hiring, talent
management, succession planning and employee relations.
Employment History
10/99- Current Key Solutions
Owner/Operator
Responsible for all facets of human resources services firm (including
start up). Offers Human Resources and Training services to firms throughout
the Southeast with over 90% of clients added through referrals.
. Analyzes client systems and develops/implements new recommendations to
reduce turnover, improve hiring lead time and improved targeting of
training dollars.
. Excellent record of building relationships with clients at all levels
within organization.
. Assists clients in ensuring firm is in compliance with all local,
state, and federal requirements.
. Provides customized training in communication, customer service,
leadership, sales, interviewing skills, social media in the workplace,
sexual harassment, conflict resolution, supervisory and teamwork
skills.
. Conducts training needs analysis to assist companies in identifying
training gaps and how to best utilize their training budget.
. Develops and implements HR related materials such as policies and
procedures, customized training manuals, and job descriptions.
. Conducts wage analysis and restructuring based on job requirements.
. Advises companies on implementing new or improving current hiring,
training and promotion systems.
. Provides ACT WorkKeys job profiles including tasks and skill analysis
to over 75 businesses in various industries in the Southeast.
. Proven record in developing and implementing strategies to increase
ROI (in one example : increased job placement time by 75% and
decreased learning curve of new hires from 9 months to 3 months).
7/00 - Current Georgia Northwestern Technical College
Instructor
Instructor for business classes and customized training including
Supervisory, Leadership, Business Management, Sexual Harassment, Customer
Service, Ethics and Human Resources.
. Leads class discussions regarding principles of topic using actual
experiences, course textbooks, current events, guest speakers, on-site
visits, role playing and video tapes.
. Works closely with clients to determine training needs and most
appropriate training materials.
. Facilitates scheduling interviews for students with local hiring
managers.
. 97% job placement rate for students of previous graduating class.
Provides assistance to students regarding continuing their education
and setting new and challenging career goals.
. Maintains positive relationships with community leaders and area
businesses to gain support for business program.
8/94 - 10/99 Carriage Industries, Inc. a division of The Dixie
Group, Inc.
Employment and Training Manager
Responsible for recruiting and hiring manufacturing, clerical, temporary
workers, management and technical associates for 4 manufacturing facilities
with over 1200 associates.
. Reduced turn around time for completion of job orders by 85%.
. Implemented structured selection process that has reduced turnover by
31%.
. Handled all investigations and separations within the company.
. Redesigned and implemented fair and consistent job bidding system.
. Led daily activities and long range planning for Employment Team
including Receptionist/Switchboard area.
. Designed, implemented and conducted formal orientation program.
Accountable for creating a continuous learning environment for all
associates.
. Saved over $200,000 in retraining tax credits in less than 12 months.
. Coordinated and conducted training classes for sales, supervisors and
administrative personnel.
. Established and coordinated on-site learning labs to facilitate
various types of adult education which reduced training costs by 35%.
. Increased number of associates with a High School Diploma or GED by
25%.
. Implemented training programs for electronic technicians, over the
road drivers and supervisors/managers.
. Initiated ACT Workkeys System to improve morale, help recognize in
house training requirements and reduce turnover.
. Established programs for co-op and intern programs with schools in the
North Georgia area.
. Active participant in the lean manufacturing continuous improvement
process.
Maintained familiarity with EEO, FMLA, and other local, state and federal
regulations including writing and implementing Affirmative Action Plan.
Acted as an advisor/counselor to associates and management on work-related
problems.
Interpreted company policies and procedures for associates and management.
1/92 - 7/94 Etna Healthcare
HMO/PPO Claims Processor/Customer Service Provider
Responsible for accurately processing healthcare claims for 8 companies
with up to 4 plans each.
Answered multiple phone lines to provide customers with claims status, EOB
information and other requested information.
Education
1992 Bachelors Business Administration - Georgia College and State
University
Professional Development
Current Member of Greater Rome Society of Human Resource Management -
Workforce Readiness Chair
Current Member of Gordon County Chamber of Commerce / Community Development
Committee
2007 Member of Gordon County Chamber of Commerce Entrepreneur
Friendly
Community Committee
2003/04 Calhoun Gordon County Leadership Program
1999 SHRM Human Resources Generalist Certificate
1998 ACT Workkeys Job Profiling Certification (Recertified 2002)
1997 SHRM Learning System Certification
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