Manager Customer Service

Sara E. Butturini

** ******** ******, *********, ************* 01463

978-***-**** ****.*********@*****.***

Summary

Human Resources professional with 15 years of progressive experience.

Special expertise in talent acquisition, leadership and talent development,

succession planning, and employee relations. Committed to high levels of

service to internal business partners. Demonstrated success in building

and cultivating strong relationships with employees and managers based on

trust and integrity.

Experience

MILLIPORE CORPORATION, Billerica, MA and Jaffrey, NH 2003-2010

Global supplier for life sciences and biotechnology industries; 6,000

worldwide employees; $1.6B revenue; 47 countries.

Human Resource Account Manager (2005-2010)

Accountable for successfully managing and coordinating all day-to-day human

resource initiatives and activities for assigned business units. Primarily

responsible for employment, talent development, and retention, as well as

employee relations.

. Partnered with all levels of management to develop and implement

programs that maximize organizational effectiveness and leverage

talent to support business goals.

. Provided HR expertise on organizational design, exempt staffing,

employee development, succession planning, leadership and team

development, compensation, recognition programs, retention strategies,

and communications.

. Educated managers on all HR tools and processes including 360o and

Lominger leadership competency tools, talent review process, using

nine-box talent grid, and leadership assessments based on Millipore's

Leadership Model.

. Conducted talent assessment reviews with all levels of management to

identify high potential employees for succession planning and talent

development.

. Led New Manager Assimilation sessions to facilitate the accelerated

development of the working relationship between new managers and their

staff.

. Coached managers to effectively manage the performance of their teams

and retain strong performers.

. Partnered with Customer Service management in a major organizational

change initiative to increase level of service to external customers.

Transformed organizational structure from functional to cross-

functional teams.

. Led a project team as the first certified HR Green Belt to streamline

recruiting process to maintain high service levels with increased

efficiencies. Developed and implemented rollout of new process to

global HR team and managers.

. Served as HR project team member assigned to develop, implement, and

communicate a Project Management certification program to build

internal project management skills and design a career path for

project management professionals.

. Selected as member of the Learning and Development project team to

design and implement career management and development resources for

global work force, providing ready access of key career management

information on the HR intranet.

. Served as key contributor of project team assigned to conduct vendor

evaluation for contract labor needs and recommend and manage

implementation of selected vendor.

. Led HR aspect of a pilot project providing flexible work arrangements

to drive improved work space utilization and employee job

satisfaction.

. Trained newly acquired HR staff on Millipore programs, tools, and

processes to support a large and complex acquisition.

HR Manager (2003-2005)

Accountable for successfully managing and coordinating all day-to-day human

resource initiatives and activities for a 350-person manufacturing plant in

Jaffrey, NH. Primarily responsible for recruitment, employee development,

retention, and employee relations. Supervised a small HR team.

. Built and cultivated strong partnerships with operation supervisors

and employees by attending production meetings and walking the

production floor on a regular basis.

. Conducted employee focus groups to gather feedback on organizational

climate. Presented results and recommendations for improvements to

senior management and developed and implemented several approved

recommendations.

. Provided performance management training for production supervisors to

develop their skills in communicating performance expectations to

their teams which resulted in improved morale for employees.

. Presented HR related updates and education at quarterly employee site

meetings.

SKILLSOFT CORPORATION, Nashua, NH 1998-2002

Start-up developer of e-learning solutions for Fortune 500 companies.

Human Resource Manager

Created and implemented HR programs and procedures and identified

opportunities for HR initiatives for a rapidly growing e-learning start-up

company.

. Initially served as sole HR generalist to support 40 employees.

. Built five-person HR team and global employee base to over 350 members

with offices in US, UK, Australia, and Northern Ireland.

. Maintained a retention rate less than 8% over a four-year period

through a fast-growth, challenging work environment.

. Developed and implemented recruiting program to hire more than 200

employees over a two-year timeframe and managed headcount budget.

Built relationships with key national recruiting agencies to hire

nationwide field sales force. Created employee referral bonus program

which helped achieve a 20% cost savings in cost per hire. Average

recruiting cost per hire was $5,000.

. Developed and implemented compensation program to keep pace with a

competitive labor market for all departments. Included a company

performance based bonus program for all non-sales employees. Program

proved effective at aligning business initiatives with employee

incentives and meeting quarterly business goals.

. Developed creative and innovative benefits programs to attract and

retain quality talent in a tight labor market. Unique offerings

included low-cost work/life balance programs including onsite dry

cleaning pickup/delivery, flexible work schedules, EAP, group

discounts for auto and homeowner insurance and discount movie passes.

. Developed training program for employees that provided access to on-

line business and professional course library for personal and

professional growth.

. Developed brown bag lunch seminars for employees to learn about

department business initiatives, hosted by department or project team

members. Proved success in providing back office employees with

visibility to business initiatives and meeting organizational

communication needs.

. Coached on-site and field sales managers on performance and

compensation related issues.

. Conducted exit interviews and culture surveys to identify trends and

make recommendations to management for improvements in order to

attract key talent and retain employees.

. Implemented stock administration database to track employee stock

options. Developed and delivered communication plan for all aspects

of stock program.

. Served as key contributor in managing and coordinating a successful

IPO in February, 2000.

Prior work experience included various positions as Senior HR Generalist,

Sales and Marketing Specialist, and

Office Manager.

Education and Certifications

Master of Science, Human Resources Management, Rivier College, Nashua, NH

Bachelor of Arts, Sociology, College of Wooster, Wooster, OH

Certified Six Sigma Green Belt

Certified Lominger Leadership Development

Business Skills

MS Office Suite

Outlook

Lotus Notes

Oracle HRIS

Business Objects reporting

ADP/HRP HRIS

Equity Edge stock database

Professional Memberships

SHRM, NEHRA, NHRA, 495/128 HR Collaborative, NH Labornet

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