Customer Service Human Resources

KAREN GREEN HOYT, PHR

**** ****** ****, ******, ** 13021

Telephone: 315-***-****

Email: **********@*****.***

HUMAN RESOURCES EXECUTIVE SUMMARY

Seasoned executive with extensive human resources expertise in the areas

of government, manufacturing, financial services, call center and

customer service industries; who demonstrates strong analytical,

organizational, technical and interpersonal skills. Possesses a proven

track record in creating new cost-effective programs, processes, and

operations systems for organizations in need of formal policies and

procedures. Competence in interpreting pertinent rules and regulations,

as well as advising employers on compliance techniques with all

applicable Federal, State, and local laws. Acknowledged proficiency in

interacting with staff at all levels to promote a "best place to work"

philosophy. Dedicated, patient, and knowledgeable professional committed

to providing exemplary service.

AREAS OF EXPERTISE

Training and Leadership Development Employee and Customer

Relations HR and Employment Law

Recruitment, Hiring and Retention Compliance Assurance

Career Development

Compensation and Benefits Change Management

Labor Relations

Policy Design and Implementation Safety, Security and Risk

Management Talent Management

EXECUTIVE LEVEL EXPERIENCE & KEY LEADERSHIP ACCOMPLISHMENTS

Currently consulting

First Director of Human Resources: City of Auburn, NY (2/08 - 6/09)

Reported to City Manager as the first Director of the newly created

Department of Human Resources:

. Administered all H.R. activities and provided guidance to 26

departments, multiple sites and five unions.

. Recruited and hired all levels of staff in accordance with strict

classification standards, including advisement on positions'

classification and competitive salaries. Improved tracking

mechanism and filing systems. Hired even the most difficult to fill

positions using cost effective approach.

. Supervised Information Technology department, training, and clerical

staff.

. Managed and improved Workers Compensation program, receiving

commendations. Met quarterly with compensation carrier to examine

cases and discuss cost-effective action plans.

. Implemented new City-wide Risk Management/Safety Program including

oversight of incident investigations. Held quarterly safety

committee meetings, including incident reviews with recommendations

to reduce or eliminate future reoccurrences. Improved response time

to inquiries.

. Monitored legislation, H.R. laws, arbitration decisions and industry

trends. Recommended appropriate cost-effective strategies to legal

division and staff. Trusted advisor on FMLA, FLSA, OSHA, and

EEO/AA.

. Completed and passed five Federal audits.

. Managed employee and labor relations. Coached/counseled employees.

Managed grievances and conflict resolution process as well as

rewards and recognition programs.

. Negotiated contracts for five unions. Researched salary comparisons

and benefits analysis. Coordinated, scheduled, and managed three

union contract negotiations, occurring simultaneously.

. Advised on salary planning and succession planning. Budget officer

for human resources.

. Designed total performance management matrix including new

performance appraisal process.

. Designed and conducted City's first new employee orientation

program.

. Managed City-wide DOT drug testing program, improving information

and data's security.

. Teamed with staff for Operations' Contingency Planning. FEMA

trained. CDC compliant.

Employee Specialist - H.R. Department: Key Bank, Syracuse, NY (12/05 -

2/08)

Reported to off-site Manager and decentralized Human Resources Dept:

Managed and responded to business needs throughout the Northeast for 70

sites to ensure corporate training, regulatory, safety, security, and

Human Resource compliance.

. Responsible for new employee orientation, on-boarding, staff

development, safety, and training programs. Managed and

facilitated classes on sales and marketing; risk management; forgery

and fraud detection; safety and security. Coached and provided

technical assistance to staff.

Operations Officer/Manager - H.R. Department: Fiserv, Syracuse, NY

(2/01 - 11/05)

Reported to Vice President of Human Resources, with dotted line to

President: Created, scheduled and facilitated classes for newly created

training department that incorporates strategic plan, talent management,

succession planning, and pay for performance matrix.

. Produced site's Affirmative Action program and delivered training

within condensed time frame.

. Designed, created and managed multiple sites' first Leadership

Development Program.

. Teamed with customer service division for assessment of continued

customer service improvement; planned and directed a Proactive

Customer Service Training Program

. Planned, coordinated, and managed multiple sites' "Drug-Free

Workplace" Program.

. Coached staff. Commended for retention efforts. Met all KPIs in

timely manner.

. Advised on performance management. Designed total performance

management matrix.

. Coordinated and facilitated annual benefits enrollment.

. Teamed with staff for fast paced change management for mergers and

acquisitions as well as Reduction in Workforce implementation.

. Coordinated employee recognition and rewards programs.

. Honored to receive unanticipated promotion, based on first year's

outstanding work performance.

Training Manager: KidsPeace, Romulus, NY (5/99 - 1/01)

Reported to Executive Director: Created and managed corporation's first

New York State training program for three shift operation-a program that

met all regulatory and accreditation requirements.

. Responsible for compliance with NYS Dept. of Health, DOT,OSHA, and

Office of Child & Family Services

. Authored/revised corporate policies, procedures and protocols;

revised employee handbook.

. Assessed and designed training building construction plans,

cognizant of limited financial resources.

. Responsible for managing and facilitating mandatory classes in

health care, First Aid/CPR, protocols, human resources topics,

operations, safety, leadership, and business acumen.

Customer Service Supervisor: A.A.A., Syracuse, NY (2/97 - 4/99)

Managed and supervised staff for call center's second shift operations.

Implemented staff incentive program. Responsible for late evening

security and supervision of building.

Owner, President & Consultant: Skaneateles, NY (FT/PT 10 Years)

Provided organizational development consulting services to private and

public entities. Designed and facilitated professional development

programs. Led industry through change management initiatives including

roles and responsibilities, downsizing, improving competency based

performance, and implementation of reorganization and strategic plan

initiatives. Clients included: U.S. Military, business and industries

including an international corporation, law enforcement agencies,

financial institutions, colleges, A.M.A., Emergency 911 Center.

Compliance Assurance Auditor: Bristol-Myers Squibb [seven years].

Responsible for comprehension of manufacturing facilities start to

finish processes. Audited with solution-oriented approach. Consulted on

change management strategies. Liaison with regulatory agencies.

COMPUTER SKILLS

Microsoft Office, Word, Excel, PowerPoint, Lotus Notes, PeopleSoft,

Banking/Financial software.

EDUCATION AND PROFESSIONAL AFFILIATIONS

Cornell University, Human Resources Program

. St. John's University, B.S. in Psychology

. Syracuse University, C.A.S.A.C. Counseling Program

. Cayuga Community College, A.A.S. Biol. Tech.

. Continuing Education - SHRM; HRCI - Professional in Human Resources

(PHR)

. SHRM, ASTD, IMPA-HR

. Community General Hospital Auxiliary Board, former member

. NY Agri-Women: Legislative Chairperson

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