Manager Customer Service
Resume:
Melissa Williams
Katy, TX 77494
***********@*****.***
BACKGROUND:
• Over 19 years experience in HR, 14 years international experience
• 9 years experience immigration processing, visas, work permits, green card petitions
• Experienced with EEO/AAP’s, OFCCP audits, employment law, conducting pre-employment
background investigations and drug screens, physicals and ARCON assessments for offshore
and warehouse workers
• Experienced in corporate integration projects within a matrix environment, including
restructuring activities, HRIS/RMS implementations and responding to complex personnel,
change management, and retention issues
• Experienced in administering FMLA, STD/LTD, Workers Comp., and the ADA
• Responsible, organized, and driven to complete challenging projects in a timely and competent
manner
• Highly professional interaction with internal and external clients at all levels
• Excellent communication and interpersonal skills coupled with strong customer service focus,
and in-depth business acumen at both the strategic and tactical level
• Attends numerous HR professional development conferences, seminars, and training courses
CURRENT EXPERIENCE:
Tyco Thermal Controls, (a division of Tyco Flow Control) – Houston, TX
(5/06 to 7/10)
Manager, North American Recruitment reporting to Global HR Director
Started initially as a Sr. HR Generalist reporting to HR Manager; promoted within 6 mos.
*Oversee talent acquisition at all levels, permanent and temporary for North America
*Built recruitment process and developed branding initiatives to drive differentiation for division
*Conduct manager training sessions for recruitment, interviewing, selection
*Manage budget for all recruitment efforts
*Responsible for high volume recruiting for major EPC projects
*Administer employee referral programs
*Oversee third party engagements, search firms and negotiated structured fee agreements
*Work closely with senior management team to assess hiring needs and develop strategies to
attract, hire and retain the right talent
*Developed success profiles and compensation guidelines for positions
*Oversee University Relations program for division; prepared intern and college hiring programs
*Attend professional, industry and college recruiting functions
*Developed tracking and reporting metrics for North America
*Developed and implemented new and improved global new hire on-boarding program
*Project managed a new corporate wide global RMS, (Recruitment Management System),
implementation for division
*Member of Global HR Leadership Team; partner with counterparts in other regions on various
HR initiatives
*Responsible for division’s monthly Global headcount and contingency action reporting to
Corporate
*Led various corporate initiatives for rollout of ethical conduct commitments, performance
management programs, etc. for division
*Conducted investigations arising from internal grievances
*Manage 3 direct reports
Stanford Group Company, (Private Brokerage/Wealth Management Firm) – Houston, TX
(10/05 to 3/06 - position eliminated during restructuring)
HR Manager
*Support 440 employees in 7 states
*Handle employee relations/counseling/communications/assistance
*Recruit Financial professionals at all levels; prepare offers
*Responsible for budget/ P&L
*Management consulting/coaching/development
*Benefits consulting/counseling/administration
Computer Associates, Inc., Houston, TX (7/04 to 7/15/05 - RIF)
Sr. HR Generalist, supporting Houston, Austin, and New Orleans Offices
*Provide HR support to 175 employees in three cities, travel to all locations
*Conduct new hire orientations, exit interviews and reduction in force meetings
*Enforce company policies and procedures
*Prepare disciplinary actions and termination memos
*Provide HR guidance to management teams
*Assist managers in preparation annual performance appraisals and merit reviews
*Prepare and process FMLA and STD paperwork
*Administer employee educational assistance programs
*Point of contact for community relations, charitable event planning, grants, and volunteer
opportunities for Houston, Austin and New Orleans offices
*Respond to unemployment claims; participate in hearings as required
*Conduct various kinds of internal investigations
*Plan and coordinate employee team building events
*Attend weekly staff meetings and 1:1’s with senior management team members
*Research and respond to various benefit/employee issues
Expro Americas Inc., Houston, TX (5/01 to 6/04 - left for better opportunity)
HR Generalist, Americas Region
*Provide HR support to 250 employees in the U.S, Canada, and South America
*Prepare employment contracts, standard offers of employment, prepare relocation agreements
and schedule as needed, conduct pre-employment screenings and new hire orientations
*Prepare immigration petition framework; file visas and perm. residency petitions with attorneys;
obtain working authorization for employees required to work overseas, either short or long term,
intra-company or for clients
*Recruit various skill sets for all locations and areas of the business, both on and offshore
*Engage third-party agencies as required
*Develop job descriptions and internal and external advertisements for recruiting purposes
*Develop succession plans with senior mgmt., retention plans, and conduct compensation
benchmarking
*Update and maintain HRIS database with all personnel information
*Administer employee education assistance program
*Train new managers on annual appraisal process, recruiting guidelines, company policy
administration
*Generate various reports for management, headcount, budgeting, etc.
*Develop and implement company policies and guidelines
*Review and assist line managers with annual employee performance reviews & merit increases
*Review and audit employee data, ensuring all information is maintained according to record
retention guidelines
*Conduct or assist mgmt. with disciplinary actions, exit interviews, terminations/layoffs
*Work closely with managers to provide guidance to resolve employee issues
*Conduct internal investigations and audits
*Respond to and investigate employee complaints, EEO inquiries, unemployment claims, or
hearings and any legal matters as required; liaise with attorney to resolve issues, attend
mediations, as required
*Attend various HR seminars to ensure compliance with state and federal law updates, ie: HIPPA,
FLSA, FMLA, etc.
*Responsible for preparing annual HR budget and review of monthly P & L
COMPAQ COMPUTER CORPORATION, Houston TX (3/31/97 to 4/7/01 - RIF)
Access Business Group, Human Resources, Sr. Staffing Advisor
*Designed, developed and implemented an intranet employee feedback venue for PCPG
*Partnered with HR VP’s, Directors, and Managers to conduct exit interviews, handle employee
relations, prepare and train managers for annual reviews, preparations for reductions in force
initiatives, and to develop client group recruiting strategies
*Advised managers on Immigration issues, prepared formwork and filed for visa and green card
sponsorship petitions
*Provided guidance to managers regarding various employee issues including harassment,
attendance, internet abuse, etc., as per company policy
*Assisted client group managers & employees with benefits questions, corporate policies, and
guidelines for interpretation
*Project lead for OFCCP audits for business group Staffing Team, liaison to corporate groups
*Developed recruiting tools and training materials to educate client group hiring managers
*Conducted compensation benchmarking w/ industry competitors and through third party
corporate research groups, i.e. Saratoga, etc.
*Monitored AA plan and goals, track & report hires by source, avg. cost per hire, etc. as required
*Member of Corporate US Staffing Team, helped to define recruiting metrics and guidelines; sat
on core teams to evaluate corporate staffing tools, (applicant tracking systems, ERAP, EDRP,
etc.), vendors, and branding initiatives
*Sourced and recruited multi-disciplined candidates for the Commercial Business Group; staffed
two "start-up/spin-off" groups from top down; successfully hired close to a thousand full-time
employees
*Managed College/Intern/Student Employment Programs and established relationships with key
schools for group, attended Spring and Fall recruiting career days at various schools across the
U.S.
*Managed 2 staffing coordinators; trained new staffing team members, including contract
recruiters, was acting ABG Staffing Manager for 2 years
*Prepared annual Staffing plans and goals for group, made recommendations for workforce
planning initiatives
*Identified, pre-qualified, screened and interviewed candidates, assessing skills, salary
requirements, willingness to relocate if necessary, work authorization/visa issues, etc.
*Prepared, negotiated and extended offers on behalf of client groups/hiring managers
*Facilitated relocation process for new hires as required
*Attended career fairs around the U.S., and partnered with agencies for "hard to fill/niche"
positions; negotiated fee agreements, and prepared service contracts
CADMUS INTERNATIONAL, Houston, TX (3/96 to 3/97 - left for better opportunity)
Sr. Internet Recruiter and HR Advisor
*Supported senior consultants by locating candidates for high-tech/OEM clients via Internet
*Pre-qualified and phone screened potential candidates, assessed skills and discussed
relocation/compensation requirements
*Developed spreadsheet report to track candidate activities for clients; maintained database
*Prepared offers, invoices, and all correspondence for President of company
*Responsible for all human resource and employee relations matters
SCIENTIFIC PLACEMENT, INC., Houston, TX (10/92 to 3/96)
HR/Recruiter/Researcher
*Processed incoming and outgoing resumes; prepared, and distributed copies to clients
*Extensive research on Internet to locate potential job orders, candidates and company
information from various newsgroups, user groups, publications, and career opportunity posting
sites
*Sourced candidates for 9 on-site recruiters and 3 off-site; assisted candidates with preparation of
professional resumes
*Responsible for pre-screening and pre-qualifying candidates, addressed and gauged salary
expectations
*Updated confidential employee, candidate, and client company files in 4th Dimension database
*Provided assistance with recruiting and training new team members
OTHER:
Proficient with Microsoft Office Suite; MS Access, Windows, ME, XP, NT, etc. Extensive
experience with Word, Powerpoint, Excel, Outlook, and Internet Explorer. Experienced with SAP,
PeopleSoft, Oracle, ADP Software, (Payroll), including HR Profile, ReportSmith, and Geneva.
Developed simple web pages with FrontPage, and have worked with Visio. Learn new
applications with ease. Additional application information, experience with Resumix, Restrac,
Taleo, Business Objects, and RMS.
PROFESSIONAL DEVELOPMENT, FORMAL TRAINING AND CERTIFICATIONS:
PHR
OSHA/HSEQ
ADA
EEO/AAP/Diversity & Inclusion
FMLA
FLSA
HIPPA
*Immigration Law, several certificates
*Employment Law
Workers Compensation
Arbitration/Mediation Techniques
*Business Ethics & Compliance
Trading and Export Licenses
Six Sigma Best Practices for HR
SWOT Analysis Techniques
Meyers-Briggs Assessments
Malcolm Baldridge Evaluation Tools for HR
EDRP - Educational Debt Reduction Planning
ERP – Employee Referral Program Administration
NEO – New Employee Orientation, Best Practices
TAP - Tuition Assistance Programs
EHS&S - Environment, Health, Safety, Security, and IP, (Intellectual Property)
OFCCP Audits
Competency/Behavioral Based Interviewing Techniques
AIRS - Advanced Internet Recruiting Seminars, certificates
Conflict Resolution
Succession Planning
Train the Trainer
Change Management, Managing the Curve
Document Retention Requirements
Total Compensation Development Planning
R&R, Reward & Recognition Programs
Leading Successfully
Sarbanes-Oxley
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