Customer Service Human Resources

Karen W. Loftus, MBA, SPHR

********@*****.*** 480-***-****

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Leader ... Communicator ... Problem Solver ... Strategist

Human Resources Executive who designs programs and strategies for process

innovations that enable profitability and growth. Dedicated to maximizing

corporate, team and individual performance by integrating human capital and

talent management practices to achieve business outcomes.

AREAS OF EXPERTISE

Talent Acquisition & Training & Development Leadership & Organization

Retention Development

Performance Management Consultation & Recognition & Engagement

Facilitation

Employee Relations Succession Management Compensation Analysis &

Administration

Benefits & Budget Team Building Workplace & Regulatory

Administration Compliance

Engage To Retain 2009 - present

www.EngageToRetain.com

HROD Consultant

Founded to help clients convert their human resources into a source of

competitive advantage. Provided strategic planning, employee relations,

training, facilitation and recruiting services on an outsourced basis.

Consulted with a non-profit board through the termination of the Executive

Director and created ideal future-state organizational design for the fee-

for-service organization as well lead the recruitment efforts for the

subsequent hire.

Investigated regulatory & employee relations issues, including working with

counsel and the president regarding an employee's claim of racial

discrimination.

Adjunct graduate school professor, where Adult Learning Theory is the basis

of my curriculum design. Course taught include Benefits, Managing Change,

and Leadership & Organizational Behavior. Blended learning certification

in process.

Nautilus Insurance Group 2005 - 2009 www.NautilusInsGroup.com

Vice President of Human Resources

Vice President of all Human Resource activities for two subsidiary

companies. Directly & indirectly managed a team in the design and delivery

of HR programs and services for its 260 employees. Accountable for two

budgets totaling $6.6M. Reported to the President & Chief Executive Officer

of this $325M insurance subsidiary to a Fortune 500 company, WR Berkley.

Transformed HR from administrative role to strategic business partner,

including working with senior management to drive and implement key

business and performance initiatives. Conducted extensive analysis of

existing organization and developed business plan to update policies,

procedures, services, programs and operations.

Attained 2008 HR departmental Engagement score of 96.5% as compared to the

organizations score of 77.9%.

Directed the design, implementation and ongoing improvement of a

performance management system (Halogen). This tool allowed for greater

rigor and accountability by managers for the performance management

process. Specifically, integrated company, departmental and individual

goals into the annual and 90-day review processes; created competencies

tied to the company mission, vision and values for both management and

staff; and offered developmental opportunities to be assigned and tracked

year over year.

Administered performance appraisal, merit increase and $1.6M bonus program

while providing advice to management on compensation issues.

Played key leadership role in negotiating and implementing a new company-

wide employee benefit program, which reduced company cost by 1.5%,

maintained our competitive advantage and provided greater employee choice.

Conducted, for the first time in company history, a salary survey through

an outside vendor, validated our belief we were compensating fairly,

implemented its recommendations and changed payscales for all management,

exempt and non-exempt employees across the organization.

Introduced and directed a centralized recruiting function to reduce costs

and streamline operations. Utilized behavior-based interviewing to reduce

new employee turnover. Developed intern recruiting strategy resulting in

better relationships with select universities, better quality of hires, and

lower turnover rate.

Sourced, purchased and coordinated implementation and ongoing support of a

Learning Management System (Skillport). Over 2000 courses and job aids were

available to employees, in a 24/7 online eLearning environment. This

learning modality was utilized by 97.3% of employees in 2008 as one means

to reach their annual 20-hour training goal.

Led initial succession planning process for Senior Executives that included

a 9-box matrix assessment of the growth and development potential of

employees, identification of succession candidates for key leadership

roles, and selection of a small number of HIPOs that were assigned to an

executive mentor to ensure proper and timely development.

Acted as primary face of the organization in the community. Was integral in

orchestrating nomination and selection for the Scottsdale Chamber's

prestigious "Big Business" Sterling Award in 2007.

Led the search for difficult to fill positions of CFO, SVP Underwriting and

Actuarial Manager in this extremely competitive recruiting environment for

the P/C Insurance industry.

KWL Consulting 1999 - 2005

Human Capital Consultant

Researched, designed and implemented a worldwide 360 degree Performance

Appraisal System. Directed training sessions for 250 managers and worked

with the vendor in conducting and analyzing results from the annual

evaluation process. Ninety-five percent reported receiving more objective

performance feedback than with other performance tools and 97% agreed the

process provided a more equitable means for distributing salary increases.

Partnered with in the redesign of a leadership development program to

provide participants an experiential (Adult Learning Theory) based process

resulting in new content knowledge, skill development, and a toolbox of

essential leadership skills.

United Airlines 1986 - 1999

. Manager, Training and Change Management . Manager, Quality Assurance

. Organizational Development Consultant . Customer Service Supervisor

. Corporate Trainer . Airport Operations Associate

HROD clients included the world-wide Airport Operations functions,

Reservations call centers and Air Freight facilities.

Facilitated system-wide bureaucracy reduction initiatives in support of the

CFO, CIO & VP of Human Resources.

Designed a program that utilized cross-functional teams for solving

production problems in a time efficient and user sensitive manner. The

result provided cost savings of $10M while increasing customer satisfaction

ratings.

Strategically implemented high level management consensus process for

achieving flat capital project funding that affected the number of projects

successfully completed within a year while meeting the company's projected

bottom line in revenue generation.

Dow Jones & Company, Inc. 1983 - 1986

Assistant Production Manager

Dow Jones is a leading provider of global business news and information

services. With revenues over $435M, the organization as a whole employs

7,400 employees. Managed both union and non-union employees in the

composing room, pressroom, mailroom and building maintenance groups for The

Wall Street Journal for Southeast and West editions.

EDUCATION

Masters Business Administration with specialization in Human Resource

Management, Keller

Graduate School

Bachelor of Science, Industrial Technology with Minor in Business

Administration, Illinois

State University

COMMUNITY / INDUSTRY INVOLVEMENT

WOAMTEC networking organization, Chapter Director

Keller Graduate School of Management, Adjunct Faculty Instructor 2000-2005,

2009 - present

Society of Human Resource Management (SHRM) member

American Society of Training and Development (ASTD) member

World At Work member

Scottsdale Leadership, Class XIX and board member 2005-2008

Scottsdale Area Chamber of Commerce, Ambassador of the Year 2004

ASSESSMENT FEEDBACK FOR KAREN LOFTUS

DISC assessment results indicate my value to the organization as:

"Change agent--looks for faster and better ways."

"Creative in her approach to solving problems."

"Tenacious. Innovative. Initiates activity. Team player."

"Willing to represent the organization in the community."

TTI - TriMetrix assessment results indicate my unique hierarchy of personal

skills include:

1. Conflict Resolution

2. Empathetic Outlook

3. Flexibility

4. Customer Focus

5. Diplomacy & Tact

6. Problem Solving

7. Objective Listening

Profiles XT assessment results indicate:

"Mrs. Loftus scored highest in the Creative, Enterprising and People

Service themes on the inventory. She is attracted to positions in which she

can use her creative side in a business environment that allows for a high

degree of contact with people. She appears to be drawn toward opportunities

to solve problems in an innovative way. The chance to serve the needs of

customers and the public in general also relates to this interest pattern."

. Karen handles fairly complex tasks with relative efficiency; she has

strong problem-solving abilities.

. Karen is quick in mentally determining correct mathematical solutions

to problems.

. Mrs. Loftus's analysis of business-related numbers should be sharp and

on target.

. Karen's typical work pace should be consistently productive.

. Mrs. Loftus can be relied on to complete assignments in a timely

manner.

. She can act with a sense of urgency, even under pressure.

. Mrs. Loftus can make decisions, enforce company policies and act with

authority. She is quite capable of making unpopular decisions when

necessary.

. Karen is highly motivated by situations in which she is held

accountable for results.

. Karen prefers democratic supervision, in which two-way dialogue is

encouraged.

. She works to foster good relations across departments, maintains

friendly contact and keeps up with the issues of common concern.

. Karen readily accepts authority and rules with a cooperative and

friendly interpersonal style.

. Mrs. Loftus's need for autonomy and independence is superseded by her

respect for authority.

. Karen's attitude is highly compatible with confronting interpersonal

problems and frustrations

. Mrs. Loftus demonstrates a highly positive attitude concerning risk,

change and unexpected challenges.

. Mrs. Loftus is readily decisive, quick to act and prefers positions

that require immediate action.

. While Mrs. Loftus tends to use a positive, informal approach, she will

not be afraid to disagree if necessary.

. Karen is an independent worker who prefers minimal guidance and

coaching.

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To Whom It May Concern:

Customer Service Nomination for Karen Loftus

I was thinking the other day about how I used to hate to come to work. And

then it struck

me that over the last year and a half or so, I have loved coming to work. I

was trying to

figure out what it was that has changed about Nautilus, about the

atmosphere here.

Things are more upbeat, we have more fun, and it's a great place to work

now. And then

I realized that the changes really began when Karen Loftus came to work

here.

The HR department sets the tone in a lot of ways for the entire office, and

Karen's

restructuring and staffing of the HR department has made this a different

place to work

Karen listened to the employee survey results and got us raises to make our

salaries more

competitive. Karen got the company to start tracking exit interview data so

we could

better address our staffing problems. Karen pushed to change the employee

referral bonus

program so that it benefits more people. Karen has put a happy, positive

face on the HR

department, and it has been a pleasure working with them.

Moreover, Karen is available to every employee, regardless of the level we

are at in the

hierarchy. She is an outstanding listener. I actually trust her to keep my

confidences, and

I never trusted Tony Howard after the first time he broke my confidence,

which was the

first and only time I ever confided anything in him. I never have the sense

that Karen will

run to tell the other officers what we discussed, or my boss, or anyone at

all. I feel

welcome in her office. I believe she actually cares a great deal about the

environment

here, and that her goal is truly to improve Nautilus in every way she can.

She serves as a

resource for all of us. I appreciate everything she has done to help me

love my job.

I am not saying it has solely been her effort, because certainly, other

people in the

company have been part of the changes. The Fun Committee has come up with

some

really excellent themes for our Friday festivities, the officers obviously

approved the

changes in salary structures, etc. But for the first time since I started

here, I feel like the

employees have a true advocate in Karen.

And that is why she is my nominee for the customer service award. She

exemplifies the

team spirit and positive approach that make any organization better-that

can take it from

Good to Great. She provides invaluable service to every employee every

single day. The

company will probably decide an officer can't win this award, but that's

not the point.

The point is I wanted to thank her, and tell her to keep doing what she's

doing. It is both

noted, and appreciated!

Contact this candidate