Human Resources Customer Service

Summary: Strategic Human Resources business partner with

comprehensive, proven experience collaborating with senior

management to conduct Human Resources strategic planning,

organizing and implementation of enterprise policies in order to

support and further corporate goals.

Experience:

2010 - present Goodwill Industries of the Southern Piedmont

Volunteer Facilitator

Facilitate training for the Youth Job Connection program for teens entering

the workforce and those seeking to improve their job preparation skills.

Training includes: Job Readiness, Retail/Cashier Training, Resume Writing

and Customer Service. Conduct mock interviews for students nearing

completion of occupational skills training programs as they prepare to seek

opportunities in the workforce.

8/06 - 03/09 Sprint Nextel

Charlotte, North Carolina

Regional Human Resources Manager

In this role, provided Human Resources leadership consultation to business

unit management teams located in North Carolina and Georgia. Provided

support to a workforce of approximately 600 to ensure that all employee-

related actions taken were consistent with enterprise policies and

practices and resulted in fair and equitable treatment of all employees.

. As a Center of Excellence, provided advice and counsel to

management teams in the areas of: employee relations, management

quality, performance management, company investigations in response

to internal employee ethics complaints and external government

charges.

. As a strategic business partner was responsible for developing

human capital processes and procedures for implementation and

design of company programs for adherence to Customer Operations

Performance Center (COPC) telecommunication industry standards.

. Provided ongoing training in the areas of: National Management

Practices; Leading with Integrity; FMLA as amended, ADAAA; Non

Harassment, Probable Cause, Conflict Resolution, Investigative

Guidelines for Managers, Performance Management, Talent Review

Process, Open Door Policy, Alternate Resolution Program

(termination appeal process) Facilitation and Staffing Supervisor

Training.

. Provided Metrics-to-Watch -- monthly, quarterly and annual analyses

with recommendations including: Attrition and Absenteeism, Exit

Interview/Turnover Results (early life and diversity), Leadership

Gaps & Challenges, Management Quality, Operational Consistency in

conjunction with COPC and Employee Experience Survey Management

Quality attributes in the areas of development, feedback and skill.

. Utilizing the GROW model, provided training to management teams in

the use of the company's performance management online tool, with

SMART goals and objectives in areas of coaching, counseling and

development.

10/03 - 08/06 Bank of America

Charlotte, North Carolina

Senior Human Resources Consultant

As a senior Human Resources consultant, partnered with all US Consumer Bank

divisions to provide timely and effective responses to employee relations

issues via associate and/or management coaching and provided interpretation

of Human Resources policies and practices while minimizing risk to the

Bank. These included

. Guidance and support to management in the development and

implementation of line of business employment practices and actions.

. Consultation of escalated employee relations issues including:

harassment, discrimination, severance, Leave of Absence, FMLA,

conflict resolution.

. Researched and managed harassment and discrimination claims made by

associates throughout the company,

. Partnered with Attorneys, Personnel Managers, Employee Relations Case

Managers and Americans with Disabilities Act Case Managers to mitigate

risk for the company.

. Counseled employees/management teams on work and family issues, and

served as the motivating source of support for conflict resolution,

collaboration of displacement processes (lay-off/merger, job transfer,

retirement), compensation and benefits administration compliance.

11/99 - 10/01 Sony Pictures Entertainment

Culver City, California

Human Resources Business Partner

Provided strategic HR leadership and counsel to the Columbia Tristar Home

Entertainment Division's (650 employees, $1.6 billion in revenue) senior

management team which included the following key initiatives: talent

planning and acquisition, leadership development and succession planning,

performance and compensation management, change management and process

improvement, policy interpretation, fairness programs and employee

relations.

. Designed and implemented talent planning/acquisition strategies that

reduced turnover by 15%, reduced the cycle time of open positions by

half, expanded the internal candidate pool and fulfilled AA/Diversity

goals of the Division.

. Managed the redesign of workflow processes and job functions within the

Customer Service Department. Changes implemented saved $90,000 and

reduced customer complaints by 30% in the first year.

. Conducted a salary study and implemented equity adjustments across

specific lines of business that resulted in decreased turnover and

recruitment costs as well as higher performance among the affected

workforce.

. Created a Task Force to develop and manage consistent HR processes and

policies resulting in greater manager autonomy and fewer HR

interventions.

. Identified new manager development needs and increased participation in

leadership development programs resulting in performance improvements and

positive feedback from senior management.

3/97 - 11/99 California Credit Union

Glendale, California

Director, Human Resources

Responsible for the development and administration of comprehensive Human

Resources programs, benefits, policies and procedures for an $850 million

financial institution with 350 employees.

Accomplishments include:

. Reduced annual workers' compensation costs by $7,000 by consolidating

carriers and renegotiating contracts.

. Developed and implemented a 401k program with a first year participation

rate of 78%.

. Redesigned the Performance Evaluation Program from numerical ratings only

to a rating/justification program and conducted management training

program.

. Designed and implemented a compensation program to reflect a new business

strategy which included sales incentives and bonus programs in branch

locations.

. Created an Employee Handbook, revised the Manager's Policies & Procedures

Manual and trained managers in effective policy administration.

B.A., Notre Dame College of Ohio, Business Management

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