Customer Service Manager

S HAWNET TE L. LAW

** ****** ****, ************, ** 08081 267-***-**** ************@*******.***

SEN IOR H U MAN RESOURCES MANAGE M E N T PROFESSIONAL

CATALYST FOR CHANGE I NC IS I VE, HA N DS-ON LEADERS H I P E MPLOYEE/UN IO N RELAT IO NS

E XPERT ISE

P romotes a culture of extraordina ry customer service and employee engagement

t h rough associate t raining, performance management and corporate compliance.

CORE COMPE TE NC I ES

Strategic HR Planning E mployee & Labor Relations Mediation &

A dvocacy

Succession Planning A lternative Dispute Resolution (ADR) O rientation & On-

Boarding

T raining & Development Workers Compensation Performance

M anagement

Recruitment & Staffing M ult i-State /Federal Labor Law Benefits

A dministration

P ROFESSIONAL NARRAT I V E

E D MC Corporation, Philadelphia, PA 2011

H uman Resources Manager, The Art I nstitute of Philadelphia

Provided consultation to leadership for 375 employees; departing November 2011 due to major organizational

restructuring.

H yatt hotels corporation, P hiladelphia, PA 2006 – 2011

Di rector of H uman Resources, Hyatt Regency Philadelphia

Recruited by senior management and charged with rebuilding union relations and service delivery in a competitive

m arket. Led HR function for 350 employees in 25 divisions managing a team of 4.

E XTE NS IVE BACKGROU N D I N EMPLOYEE/UN IO N RELAT IO NS & CONFL ICT RESOLU T IO N

Led dramatic organizational change w ithin a highly tumultuous envi ronment; rebuilding

severed relations between GM and union business agent; mandating weekly meetings, intensive manager

coaching, open & honest communications, and incisive management of employee complaints and concerns.

Decreased grievances 95% w ithin 2 years; cutting employee grievances from 4-5/weekly to 1-2/monthly

by reversing union-management discord and rebuilding t rust amongst employee constituency.

Reduced litigation costs $300K+ annually ; instilling a new culture of proactive communications and

i mproved promise management to employees; cultivating a professional partnership with the union

business agent.

Served as the Administrator of the Collective Bargaining Agreement; t aking the lead on all

g rievances, arbitrations, and labor issues, and leading union negotiations successfully by negotiating

contract language and benefit adjustments.

D EMO NSTRATED LEADERS H I P I N DR I V I NG CHANGE & I M PROVEME N T

Achieved a 75.4% rating in customer service (up from 64.5%) in 6 months; mandating monthly

management meetings to address service issues, launching targeted recruitment campaign to improve

t alent pool, spearheading incentive programs, and mandating new level of department head P&L

responsibility, oversight, and accountability.

I mp roved organization’s DART rating year-over-year; closely analyzing accident trends and setting

up safety t raining and ongoing coaching.

T ransformed front desk operations and guest service experience; replacing a tenured and in

a ttentive staff with new service-oriented talent and providing ongoing training and coaching on guest

services.

Revitalized employee relations and morale; i nnovating and launching ‘Celebrating our People’ week

to appreciate employee diversity, ‘Wellness Day,’ and other incentives and programs to strengthen employee

morale.

E XCELS I N OPERAT IONAL MANAGEME NT & TALE N T DEVELOPME N T

P rovided unique opportunity to hi re, t rain, and groom future leadership; p ioneering internship-

like ‘Manager in Training’ program in partnership with Temple University providing a platform to t rain

and groom hospitality-focused college graduates for future leadership positions within the company.

S trengthened leadership and overall employee performance; p roviding 25+ department heads

w ith ongoing coaching, mentoring, and support on performance evaluations, management, conflict

resolution, and employee relations.

S HAWNET TE L. LAW 267-***-**** ************@*******.*** PAGE 2

continued

Hyatt hotels corporation, P hiladelphia, PA 2006 – 2011

Di rector of H uman Resources, Hyatt Regency Philadelphia

Overhauled gross operating inefficiencies; mandating new HR operations structure and scheduling to

ensure the highest level productivity and focus within a fast-paced, deadline-driven environment.

Reduced workers compensation incidents by 5-10% annually; reducing program abuse by training

managers on proper documentation, conducting conversations with repeat offenders, and forging

partnerships with medical providers.

I n tercontinental Hotels & Resorts, Philadelphia, PA 2004 – 2006

Di rector of H uman Resources, Crowne Plaza

P rovided new consistent, trusted HR leadership for 450 employees in 35 departments; managing a team of 3.

I nc reased respect, perception, and strategic value of the human resources function; reversing

t arnished employee-HR relationship due to inappropriate behavior by former HR director; rebuilding

employee t rust via hands-on leadership.

Slashed workers compensation claims; p roviding a r igorous approach to managing claims, an

assertive stance with healthcare providers to detect and report fraud, and a no-tolerance disposition for

p rogram abuse.

I ncepted and launched much-needed management t raining; spearheading p rogram to develop a

less seasoned management team by providing intensive coaching on fundamental HR basics, conflict

resolution, employee documentation, performance management, and compliance.

ARAMARK CORPORATION, Philadelphia, PA 2003 – 2004

Senior Area H uman Resources M anager; Wachovia Complex, T weeter Center, and Citizens Bank

P ark

P rovided HR leadership for 1,000-employee operation throughout 3 diverse entertainment locations; managing a

team of 5.

Uniquely challenged w ith a seasonal, t ransient employee base; conducting extensive training to

refresh associates on liquor law regulations, guest management, and conflict resolution leveraging role

p laying, mentoring, and shadowing.

Managed complex employee staffing and scheduling operations; overseeing entire scheduling

p rocess for 1,000 employees at 3 locations involving immense variables on a day-by-day basis.

M i tigated costly r isk and liability; p ioneering safety committee, mandating a new safety t raining

p rogram to substantially reduce accidents by providing preventative actions and staff education on lifting

and safety operations.

STARWOOD HOTEL & RESORTS INC., Philadelphia, PA 1998 – 2003

Rapidly promoted to increasing levels of responsibility; quickly cultivating a diverse range of HR skills and

expertise by managing disparate business units.

Senior H uman Resources M anager, Sheraton Suites & Four Points Hotels, 2002 – 2003

• Took opportunity to gain union experience; serving as the principal liaison for associate/labor

relations and chief point-of-contact for interpretation of two collective bargaining agreements, developing

hotel contingency plan in preparation of pending labor disputes.

Reduced on-the-job inju ries by 35% annually; revising hotel safety manual and initiating OSHA

update bulletins.

H uman Resources Manager, The Westin Philadelphia, 1999 – 2002

Played instrumental role in garnering employee commitment to new brand vision; excelling in

leadership change management to t rain, motivate, and engage employees through 3 major brand and

acquisition changes within 2 years.

Human Resources Coordinator, T he Sheraton Society H ill, 1998 – 1999

E DUCATION & PROFESSIONAL AFFIL IATIONS

Bachelors of Science in Psychology, College of Arts & Science, Temple University, Philadelphia, PA

Society for Human Resource Management (SHRM), 2000

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