Customer Service Manager
Resume:
Gail Smirnov
Vancouver, WA 98683
gsmirnov@ comcast.net
AMPLIFIED RESUME
MANAGEMENT EXPERIENCE
My Sr. HR and Customer Service/Operations Management experience has been
with three of the top national and regional public companies in the USA.
With the Regional positions I have held I have gained Multi - site
management experience that is invaluable in mastering communication and
collaboration skills to manage many complex programs and people issues.
I have successfully recruited, motivated, and trained people with diverse
cultural and technical backgrounds. Major strengths include excellent
communication skills, quick study, and proven ability to adapt to change
and new challenges while focusing on quality, innovation, and efficiency.
My business acumen focuses on increasing sales and shareholder value by
hiring and training the very best associates for your company
My Human Resources, Government Contract Compliance, Management, Customer
Service and E-Commerce experience would be a great asset to your company. I
have twelve years of multi-state Regional Management experience with two
major public companies on the West Coast Macy's, Gottschalks Department and
Specialty stores and Home Depot.
My business acumen, communications and collaboration skills have been honed
to perfection from these multi-location management experiences.
Employee/Labor Relations:
I provided direction and guidance to district and branch management on
employee relations issues such as disciplinary counseling, terminations,
EEO, FLSA and more.
Employee relations issues and investigations were a major part of my job as
a District Human Resource Manager. Union avoidance was always at the fore
front of our thought process and programs. I always supported a strong
open-door policy with all employees and managers. Monthly Town Halls were
conducted in all locations and the confidential Awareline was available
24/7 for an employee to report their concerns, if they didn't feel
comfortable reporting a concern to Management. It was my responsibility to
conduct the Company Attitude Surveys throughout my District.
I was also responsible for investigating and responding to EEO charges. My
investigation results were then turned over to the legal department where I
have received kudos for the excellent investigation and reporting I
deliver. I successfully represented the Home Depot in depositions,
receiving kudos from outside counsel again for my professional and through
presentations.
Recruiting & Staffing
One of my greatest strengths is in recruiting, hiring and training. My
employee turnover numbers were the best of any District in the Northwest
Region. For that reason I was chosen to be the District Staffing Captain
for the district for six years. I was responsible for setting-up job
fairs, and working with many resources to recruit great candidates. I also
coordinated the recruiting, hiring and training of associates for New
Stores.
I received the coveted "Work First Award" from the Governor of Washington
State for my partnership with Worksource.
Due to my success as the District staffing Captain, I was selected to be
the Regional Trainer for Salaried Management. I taught "HIRING THE BEST"
and "GOVERNMENT COMPLIANCE" for three years at the Seattle Regional
offices.
Government compliance included diversity hiring programs which I monitored
for the region.
Leadership Development & Assessment
On a monthly basis, succession planning of high potential associates was
reviewed with the District Manager and Store Managers. Developmental plans
and additional training was scheduled as needed. I taught the high
potential Supervisors how to create an IDP. We then revisited their IDP's
monthly.
My team and I created an inter-active Performance Management class; which
was taught to all Supervisors and Managers in all locations.
HR Metrics.
Sales reports and HR metrics were reviewed weekly. Current staffing was
assessed and a six-month future staffing plan was developed.
Weekly Conference calls and daily communication took place with all
business partners. Timelines for performance reviews were evaluated weekly
and communicated to Store Managers.
Compensation of hourly employees and managers was reviewed quarterly prior
to the performance review process. Home Depot uses PeopleSoft for their
HRIS
system. I was the point person to teach new Managers and HRMs the HRIS
system.
Training
I have been responsible for overseeing and facilitating training programs
at a company-wide level for as many as 2,500 employees. I was also
responsible for training programs at a Regional, District and Store level
for both salaried and non-salaried employees. Training was facilitated
through direct reports, in partnership with peers and in some programs
individually.
Programs included Customer Service, Hiring the Best, Government Compliance,
special training for hi-potential supervisors, IDPs, New Hire Orientation,
Performance Management, Inventory Management, and New Hire Orientation
programs.
Performance Management & Compensation Administration
I administrated the annual performance and compensation process for the
District. This included making recommendations for both merit increases
and bonuses where applicable.
WORK EXPERIENCE
HOME DEPOT HOME IMPROVEMENT STORES 2000 to 2010
District Manager Human Resources - Northwest Region
Responsible for up to 2500 Salaried and hourly employees, all aspects of
Hiring, Organizational Development, Performance Management, Payroll and
Training. Opened four new stores in Northwest Region, Responsible for EEO,
ADA litigation and Employee Relations including Attitude Surveys.
. Achieved the best payroll cost to sales and lowest turnover for any
store in the Northwest Region for three years straight.
. Regional Leadership Development Trainer for Salaried Management 2006,
2007,2008
. Received HR Manager of the year award for the Northwest Region.
. Received Governors Work First Award.
PRICE WATERHOUSE COOPERS - Benefits Case Specialist
1999
Call Center - Mid Atlantic States -Contract position
My Call Center experience was with Price Waterhouse Coopers in a new
facility setup in Cary, NC.
The Call Center did a contract consulting project for Bell Atlantic
Open enrollment for Health Care benefits for thousands in 16 Mid-Atlantic
States.
I was a group supervisor for Benefits Case Specialists using the PwC Pass
System
Monitored Customer Service levels and follow-up calls
Provided participants with benefit information and options
CENTRAL CAROLINA BANK, Durham, NC
1999
Corporate Training Coordinator - Contract position
Established training Dept. for multi-state Branch Offices
Coordinated training for both exempt and non-exempt employees
Responsible for scheduling, budgets and accounting, catering and training
programs.
GOTTSCHALKS, INC. NYSE: GOT 1988 to 1998
Director of Customer Services/Audit/Training -California, Oregon, Nevada,
WA
Responsible for all aspects of Customer Service including staffing and
training, Store Systems/ Audit and training for 35 full-line Department
Stores and 15 Specialty Stores, $420 million in sales.
. Direct reports, 3 Regional, 12 Corp. Office, 35 in Stores.
. Opened 26 new mega stores, in Nevada, Oregon, California and
Washington.
. Installed 2,500 POS terminals with new auditing systems in 35 mega
stores
. Trained 5,000 employees on POS and automated inventory software.
. Reduced inventory shrink by $4.5 million, from 2.7% to 1.1%
. Automated stores annual inventory to achieve 99% accuracy and cost
savings.
. Coordinated launch of an Internet E Commerce site with fulfillment
from stores inventory
. Established Training Video Studio/Library with 37 Learning Centers
EDUCATION
Skagit Valley College, WA - Business Administration
California State University, Fresno - Accounting
BUSINESS AND COMMUNITY
President - Clark County Job Service Employer Committee 2 years
Home Depot Regional Leadership Development Trainer- Seattle WA
WA Governors coveted "Work First Award"
United Way Chairperson - Macy's West
Chairperson - Scrip Non-Profit Charity Drives
Chairperson Security/Audit Committee, Gottschalks
Member MIS/Store Systems Committee Gottschalks
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