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Customer Service Project Manager

Location:
Raleigh, North Carolina, 27617, United States
Posted:
March 30, 2011

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Lisa McDermott

**** ****** **** *****

Raleigh, NC 27617

919-***-****

abhopb@r.postjobfree.com

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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