Customer Service Project Manager
Resume:
Lisa McDermott
Raleigh, NC 27617
**********@**.**.***
Summary of Qualifications:
Dynamic Human Resources professional with Global HR experience in the areas
of employee relations, conflict resolution and performance management.
Expertise in coaching and counseling, effective influence and negotiation
skills. Excellent business savvy and a thorough understanding of strategic
objectives and goals from a Human Resource and business organization
perspective.
Employment:
February 2007 - Present - Tekelec, Morrisville, NC
Tekelec enables billions of people and devices to talk, text and access the
Web. Our portfolio delivers a unique layer of intelligence allowing service
providers to both manage and monetize the exponential growth in data
traffic and multimedia applications. Tekelec has more than 25 offices
around the world serving customers in more than 100 countries.
Sr. Human Resources Business Partner
Responsible for domestic and international locations for Employee
Relations: Global Operations, Global Customer Service, Information
Technology and Corporate Finance organizations. Creating alliances and
partnering with clients to ensure customer satisfaction through
professional development, coaching, counseling and open communication.
Interpret and apply company policies.
Accomplishments:
. Coaches managers on developing clear short and long term career
objectives for employees
. Strategic Workforce Planning - Talent Gap Analyst
. Created a Global Mobility Program for International Assignments
. Creation of a Global Reward and Recognition Program.
. Key Role in facilitating restructuring activities.
. Creation of a flexible work schedule for manufacturing employees.
. Creation of People Management Seminars and facilitated seminars on a
quarterly basis.
. Implementation of Cross Calibration for Performance Reviews
October 1999 - January 2007 - Sony Ericsson Mobile Communications (USA)
Inc. (formerly Ericsson Inc.) RTP, NC
Sony Ericsson Mobile Communications is a global provider of mobile
multimedia devices, including feature-rich phones and accessories and, PC
cards. Sony Ericsson Mobile Communications was established in 2001 by
telecommunications leader Ericsson and consumer electronics powerhouse Sony
Corporation. (Sony and Ericsson joint venture, October 2001)
Human Resources Advisor
. Employee Relations: Support Sales, Marketing, IT, Engineering, Legal and
Customer Service organizations through collaborative services for
conflict resolution and performance management.. Participate in retention
and recruitment initiatives while analyzing and improving processes.
Interpret and apply company policies, EEO/AAP guidelines and diversity
objectives. Living the Brand - Train the Trainer
. Recruitment: Partner with managers to develop recruitment strategy for
their organizations. Handle recruitment including writing advertisements,
screening and interviewing candidates and preparing and extending offers
for both domestically and international positions.
. International Assignment Manager: Management of start and ending of
inpat assignments coming in & out of the US and Canada. Expatriate and
Inpat compensation, benefits and taxation, managing external partners
relevant for international assignments
. Project Manager: SAP HR Implementation for US & Canada; Policy Review &
Updates; Joint Venture collaboration;
. Accomplishments:
. Participated in implementation of performance management, compensation
planning and professional development tools
. Trained managers on performance management processes which increased
employee morale
. Instructed managers and employees on developing competencies for next
levels based on development recommendations and career goals
. Consistently demonstrate integrity and trust between words and actions
. Balance role of employee champion and business partner
. Continuously partnering with clients to ensure company objectives are
meet and exceeded
. Evaluated employee concerns and provided feedback and needed
. Facilitated employee satisfaction survey focus groups
. Managed population base through consecutive downsizing activities
January 1997 - September 1999 - Ericsson, Inc.
The largest supplier of mobile systems in the world and support all major
standards for wireless communication. We drive the telecoms industry and
are shaping the future. The world's 10 largest mobile operators are among
our customers and some 40% of all mobile calls are made through our
systems.
HR Administrative Assistant
HR Administration - maintain all personnel records, coordinate and conduct
new hire orientation, create and maintain job descriptions and compliance
reporting. Designed Employee Development Center; Designed class offerings
; Needs analysis
Education Tuition Assistance/Reimbursement Coordinator
Payroll related problem resolution
Employee Advocate for Benefits; Open enrollment coordinator
Special Projects: Brand Awareness Program, Management Planning, EMP22,
Performance & Development Tool, Top Eighty Management Meeting, Coordination
of Spring Fling Party, Book Fair, Anniversary Awards
September 1995 - November 1996, Village of New Paltz, New Paltz, NY
Government Office
Computer Operator/Account Clerk
Various benefit and payroll activities
August 1994 -September 1995, Ulster County BOCES, New Paltz, NY
BOCES, or Boards of Cooperative Educational Services, are public education
collaboratives in New York State which function as extensions of local
school districts. A BOCES is able to provide services that school districts
may be too small to offer on their own or that would be more economical to
offer collaboratively and share costs with other districts.
Account Clerk/Typist
Various benefit, payroll and Human Resource activities
April 1984 - June 1993, International Business Machines, Kingston NY
International Business Machines Corporation (IBM, or colloquially, Big
Blue). The company manufactures and sells computer hardware, software, and
services.
Administrative Analyst
Import/Export Relations
Education:
NC Wesleyan College - Bachelor of Science
Corporate Executive Board - HR Leadership Academy
SHRM( HR Generalist Certificate Program
Duke Continuing Education - HRM Certification Program
Computer Competencies:
Ceridian HRMS, COGNOS Reporting, SNAG IT, SAP, SAP Implementation,
design, development and maintenance, Professional Microsoft Office
Package, VISIO, Front Page 98, Microsoft Project, WordPerfect 6.0,
Lotus 5.0, Lotus Free Lance Plus, Lotus Ami Pro, Adobe( Acrobat
Illustrator 8.0, Lawson (HRIS)
Affiliations:
Society for Human Resource Management member since 1999
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