Human Resources Customer Service

314-***-**** ? 913-***-****? abjtl9@r.postjobfree.com ? **** Nottingham ? Saint

Louis, MO, 63109

HUMAN RESOURCES, RECRUITER, ORGANIZATIONAL DEVELOPMENT

PHR certified HUMAN RESOURCES professional with proven track record

includes partnering to improve retention up to 30%; designing and

implementing successful performance & talent management systems;

proactively managing workers compensation and insurance benefits to reduce

risk and contain costs; and, delivering notable leadership and staff

development programs.

She has extensive experience working with executive leadership and teams

and has led multiple strategic initiatives at both the business unit and

headquarter level. Specific areas of expertise include large-scale systems

change, strategy, organization assessment and design, mergers and

acquisitions and leadership development

Sales, Case Management, Call Center, and Customer Service experience, will

train for new job titles in insurance industry

Cutting-edge Performance Management plans ( Affirmative Action & Budget

Accountabilities

HRIS Solutions with Payroll Interface ( Compensation & Benefits ( Strong-

record in Legal Compliance

Employee Relations ( Organizational Development Interventions

Recruiting, Succession Planning and Staffing Strategies Expertise

Joy's Idea Garden

1984-2010 (intermittently)

Career Coach

Human Resources Consultant

Before 2000: Trainer- Speaker's Coach-Speaker

. Managed 6 professionals

. Major Client List: Hallmark Cards headquarters (80% of business),

Payless Cashways headquarters, Arlington/Majestic Resorts and Spas,

Marion Merrill Dow, Research Medical Center

. Speaking Engagements: National Seminars Group- traveled USA

delivering public seminars; ABWA National Conference, Augusta State

University "Visiting Executives", PHR Certification course

ADAMS MARK HOTEL, transitioned to Hyatt Hotel -Saint Louis

2007- 2008

Director of Human Resources

Transition Team: Managed a team of 4 HR professional, supported 510

employees

"Big House", 910-room, convention hotel, with four-diamond restaurant

. Key Result: Achieved 30% reduction in hourly turnover by providing

Employee Engagement strategies to executives and managers; and

providing coaching and career development support during Hyatt

takeover process

. Key Result: Partnered to re-structure the HR Function and refocus on

recruitment and retention of High Achievers resulting in "Best

Community Partner" Award from Missouri Career Center-2008 (Adams

Mark)

. Partnered to deliver Employee Engagement Initiative: "A World of

Opportunity" formal banquet received rave reviews from employees and

executive team

. Partnered for FIRST H2B Visa programs with Cultural Homestay

International

. Revamped all Orientation presentations and process; added "Concierge

by Everyone" guest services training

. Led HR Audit Projects: compliance, budget containment, due diligence;

Affirmative Action planning and reporting

. Key Result: HR Staff developed 250+ new community staffing partners to

attract Top Talent and reduced Openings List from 87 to 10 in 6 months

University of Saint Mary -Kansas City and Leavenworth, KS, www.stmary.edu

2004-2006

Director of Human Resources

Department Head Generalist: Strategic Planning Initiative, Affirmative

Action Plan, Cultural Diversity Training

. Strategic Planning Committee: collaborated in university-wide, 7-month

initiative

. Initiated FIRST Cultural Diversity training initiative (rave reviews

from college President)

. Analyzed college Benefits program to contribute to SCL's Benefits

Project Committee: team restructured plan to Wellness/Consumer-driven

Medical Plan; added Health Assessment and credits for

Nonsmoking/Wellness classes

. Project management: completed Affirmative Action Plan Annual Reports

. Presented management training for Directors

. Partnered to begin FIRST Human Resources Internship

FAIRFIELD RESORTS- Myrtle Beach, Edisto Island, Charlotte (Wyndham)

2002-2003

Regional Employee Relations Manager

Fairfield, a Cendant Company, combined 600-rooms (rebranded Wyndham)

Employee and Management Engagement and Training 60%; traveled 30%,

supported 750 employees

. Led "Employer of Choice" Employee Engagement, Training, Service Center

& Change Initiatives:

. Implemented legally-defensible Model for Complaint Resolution of

employee issues

. Partnered with corporate HR Team to roll-out new Performance

Management system

. Partnered with Corporate HR team nationally on 6 month Succession

Planning initiative

. Facilitated New Vice President on-boarding Transition Retreat

. Led Cultural Diversity training initiative, Records/Policies/Legal

Audits

RADISSON RIVERFRONT HOTEL - Augusta, GA (now Marriott), www.radison.com

1997-2001

Director of Training and Human Resources

"Master's Hotel" complex: President's award-winning Radisson + Carlson

Suites-225 rooms, then 370, over 200 employees

. Key Results: reduced turnover from 70.7% to 42.8%

. Re-envisioned Recruitment/Retention: launched Internship Partnerships:

Augusta State University (8 HR-Interns), CIA, HRC International (J-1

VISA Hospitality Trainees) ; Used DISC Work-styles Profile assessment

tool

. Led Performance Initiative through Succession Planning, Mentoring,

revamped Careers program-25 promotions

. Partnered to develop an Employee Engagement Initiative. Led Gallop

Employee Engagement Survey; trend analysis. Rolled out Awards Banquet,

All Associates Meetings receiving accolades from executives and

staff, and a Talent Show which garnered a standing ovation and repeat

performance

. Managed and controlled $146,000 Budget, including introducing a Cost

Containment plan for Recruitment/Retention

. Training Initiatives: Guest Services, Covey's Seven Habits,

Supervisory Skill Builders course, Franklin Planning, "Structured

Interviewing," Work/Life Balance EAP

. Special Achievements: Training Programs commended by Quality Partners

Consultants

. HR Team Award: Special Project Management-Benefits

THE DOOSAN GROUP -Seoul, Korea, www.doosan.com l992-

1993

Trainer, Instructional Designer, expatriate

Opening Team, new International Training Center; Korean conglomerate, 4th

largest, 22 companies, over 35,000 employees

. Curriculum and instructional design for management development courses

. Vendor selection; Certified Instructional Designer; Taught Cross-

Cultural Speech/ ESL

FACULTY: l980-2004

Johnson County Community College (8 years), Penn State University,

Rockhurst University, Phoenix University

. Certified as Flex-Net Online Instructor by Phoenix University

. Designed and delivered credit and noncredit courses in: Public

Speaking, Interpersonal Communications, Leadership, Business

Communications, Human Resources certification course

SALES, CUSTOMER SERVICE, CALL CENTER

Manager-on-Duty customer service-complaints and bumped up customer service

issues; promoted to Sales Manager for Industry and Business Expo; Call

Center Sales -AAA Autoclub, Top Representative

Master Trainer

. Seven Habits by Stephen Covey

. Cultural Diversity Facilitator (Fairfield)

. Instructional Designer by Doosan

. Interaction Management by DDI

. Frontline Leadership by Achieve Global

. Franklin Planning System (4 sites)

. Train-the-Trainers by Westin Hotels

. Structured Interviewing by Radisson

. Succession Planning (Fairfield)

. American Disabilities Act Seminar

Assessment Profiles, Branded Systems and Instruments

. DISC: Work-Styles Profile Instrument

. Compro, Sales Leadership-Assessment

. Branded Competency-based Hiring system (Radisson)

. Leadership Dynamics (Radisson)

. Gallop Attitude Survey Instrument

. MLS Teams Assessment (Radisson)

Professional Affiliations and Social Media

. Society for Human Resources Management (5 years): Board of Directors:

Diversity Chair, National Conference Volunteer, Led PHR Certification

class, Invited Speaker

. National Speaker's Association: Invited Panel Speaker, HR Expatriate

in Korea

. American Society for Training and Development (3 years): Program and

Diversity Chair, Speaker

. Mentored 12 HR Interns, 8 HR professionals

. OD Network-Saint Louis-member, currently

. Go Network for Continuing Education and Networking, currently

. Social Media Networking for Job Candidates: Linked In member

Community Service

. Diversity Leader, Educator and Recruiter of Volunteers; Harmony-in-a-

World-of-Difference

. Founder: "The Network" club: 75 member roster, 6 member leadership

team, dues-Kansas City

. "Green" Initiatives and Botanical Volunteer: Docent, Brookgreen

Gardens (USA's largest outdoor sculpture garden), eight-week

certification; Walking- in-Garden Tour Guide; Volunteer Gardener:

Francis Park, sunken garden, 2007-2009

Technology Competencies

. HRIS: HRTRAX, Online Learning System, Microsoft Office Suite-Word,

Excel, Power Point, Contribute (Web-publishing tool), Web-Recruitment,

Access database, Social Media

Key Contributions Summary

. Early on, she helped to design and launch the Doosan Leadership Center

in Korea, a corporate entity for leadership development, where she

served on the instructional design team for English-as-a-Second

language, and later as Instructor of Cross-Cultural Business

Communications

. Re-structured Recruitment leading to "Best Community Partner" award,

presented by Missouri Career Center (Adams Mark)

. Led Diversity Initiatives fostering collaboration

. Initiated Student Work Exchange program for Hotels (H2B, Adams Mark),

(J-1 Visa's, Radisson)

Education and Professional Certification

EMERSON COLLEGE, Boston

M.S., Speech Communication, Forensic Team Coaching Fellowship

MISSOURI STATE UNIVERSITY, Springfield, MO

B.S., Speech Communication/Education, Debate Team Scholarship

PHR certified by Society for Human Resources Management

Contact this candidate