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Customer Service Project Manager

Saint Louis, Missouri, 63129, United States
March 14, 2011

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Michelle C. Kovarik **** Meadowgreen Estates Dr., St. Louis, MO




Human Resources business partner with over 15 years experience in all core

practice areas, including:

Talent Acquisition

. Responsible for entire recruiting process including sourcing,

interviewing, selection, testing, candidate evaluation, offer and


Onboarding and Staff Development

. Designed and delivered new hire orientation training and measured

successful outcomes.

. Co-created and delivered a career development program designed to empower

staff and managers to partner in employee development.

. Collaborated on the design and delivery of performance management process

training to all managers.

. Designed, delivered, and evaluated training in areas including call

center systems, policies, plan provisions, and customer service.

Employee Relations/Customer Service

. Successfully resolved employee relations issues in areas of staffing,

compensation and performance management. Investigated issues,

collaborated with managers on corrective action plans consistent with

employment law.

. Acted as Project Manager for a 75-person call center client project team

for one of the company's largest clients. Measured and analyzed target

performance, service level, and customer service guarantees to client.

. Planned a variety of teambuilding and employee relations events,

including charitable campaigns and other employee events.

. Led employee recognition programs, including design, communication, and


Strategic Planning/Project Management

. Served on acquisition team requiring implementation of HR due diligence

and action planning for cultural integration.

. Selected for team to develop leadership and succession planning program,

including consultation with executive team on program elements and

selection of succession talent.

. Analyzed call center business objectives and developed staff plan and


. Acted as Project Manager for development of career paths and

implementation of market based compensation system project over a 2-year



. Administered health and welfare benefits programs including

implementation, interpretation, and communication of plans for 300,000

active and retired employees.

. Extensive vendor management experience, requiring regular communication

and negotiation.

. Managed benefits functions in both outsourced consulting environment and

corporate settings.


MARITZ, INC., St. Louis, MO

2002 - 2011

Human Resources Manager

Provided complete HR support of Learning, Incentives, and Research business

units including recruiting, employee relations, compensation, employee

development, and performance management.

. Led HR due diligence efforts and all aspects of HR integration for

acquisition of a new company, comparing compensation, benefits,

employment policies, and talent. Analyzed culture issues and began

developing integration strategies.

. Implemented in-house, automated performance appraisal system throughout

the Maritz Performance Improvement Company.

. Researched new hire orientation and on-boarding Best Practices and

implemented throughout the company.

. Led complete career path project including job description creation,

compensation analysis, communications, and implementation. Collaborated

with senior leaders and middle managers, as well as compensation

professionals to develop best-in-class process.

Michelle Kovarik Page



2006 - Present

Adjunct Professor - Human Resources Management


2000 - 2001

Managing Supervisor - Strategic Internal and Benefits Communications

HR Communications Consulting, responsible for internal (employee) HR

communications for one of the firm's largest clients.

. Managed $1.8 million budget and project team, including team staffing,

process development/ implementation, project management, people

management, client relationship building, and team leadership.

. Managed employee research activities including focus groups and employee

surveys; used results to improve all aspects of employee communications.

. Provided oversight of employee benefits intranet site redesign; testing

results showed a 74 percent improvement in user satisfaction and

effectiveness over previous site.

. Streamlined communication process by maintaining regular interaction with

client, labor relations, legal staff, graphic design, and interactive

media for intranet development.

. Applied internal communications principles to client's specific HR

communications needs, culture, and employee population, ensuring

alignment of key messages with mainstream employee communications



1997 - 2000

Corporate Human Resources - Employee Benefits Specialist

Implemented, interpreted, and communicated welfare benefit plans and

company-sponsored programs. Managed four welfare vendors, ensuring quality

service, tracking eligibility, and adherence to performance measurements.

. Managed all aspects of benefits annual enrollment process including

implementation of internet enrollment.

. Researched, investigated and resolved difficult case situations arising

from changes in plan design, laws, and union negotiations. Cases

required extensive plan knowledge, vendor interface, and compliance to

legal issues.

. Ensured plan/program interpretation was consistent and accurate.

. Implemented complete change of outsourced vendor for COBRA administration

resulting in increased customer service, decreased cycle time, and

reduced cost to company.


1994 - 1997 Project Manager (1996 - 1997)

Managed 70 call center representatives in providing quality customer

service and delivery of Health and Group Benefit Administration. Served as

plan provision and project expert resource for all representatives'

questions, problems and escalated participant calls/issues.

. Ensured all service level guarantees to client were met and exceeded.

Team customer service scores consistently in 95% range and 99% of all

calls answered in 30 seconds.

Benefits Representative/Project Leader (1994 - 1996)

Initially served as customer service representative responsible for

answering employee/retiree questions.

. Customer service ranking consistently in the 95% range.

. Subsequently promoted to Project Leader after 6 months, assuming

responsibility for coaching and for managing the representatives' project



Master of Science, Human Resource Management, G.P.A. 4.0

Loyola University Chicago, Chicago, IL

Coursework: Compensation, HR Law, Training and Development, Financial

Analysis, Employee Relations

Bachelor of Arts, Organizational Behavior, College of

Literature, Science and the Arts, G.P.A. 3.1

University of Michigan, Ann Arbor, MI

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