Customer Service Human Resource

Stacy M. Muir

**** ***** ****

Avon, OH *****

Home: 440-***-****

Cell: 216-***-****

abk3x2@r.postjobfree.com

QUALIFICATION SUMMARY

Well respected hands-on human resource professional with over 13 years of

experience. Skilled in a vast variety of human resource functions

including: employee relations, performance management, compensation,

training program implementations, counseling, benefits, outsourcing, call

centers and process improvement. Detail oriented with excellent

organizational skills along with strong interpersonal ability, particularly

in building and maintaining cooperative working relationships with a

diverse population of individuals.

PROFESSIONAL EXPERIENCE

Contract Recruiting (August 2010 - present)

Responsible for sourcing, pre-qualifying candidates, completing phone

interviews, coordinating interviews, assisting clients with selection

process and adhering to budget guidelines.

Hewitt Associates -- Lincolnshire, Illinois (transitioned to Hewitt

Associates thru Capgemini)

Customer Service Consultant (2004 - 2006)

Responsible for the customer service deliverables of client engagements

including scope management and change control with the accountability for

ensuring that the overall service center offering is live, appropriately

staffed, and monitored.

. Set strategy and managed project plans to ensure project timelines were

met

. Led client joint review sessions to formulate and document the

requirements necessary to address the initiative's overall vision and

scope

. Directed the consulting activities between the client and the integrated

Hewitt delivery team to ensure that agreed upon scope, requirements,

specifications, and function-specific processes were appropriately

addressed and implemented

. Ensured resolution of open issues and communicated timely resolutions to

client

. Applied in-depth knowledge of customer service delivery models, domain

preferred approaches, service center operations and offerings; to ensure

high quality, leading edge, and cost effective service delivery

. Pursued continuous improvement in processes and procedures to improve

profitability, quality, and delivery

. Worked closely with Hewitt Customer Service team to ensure appropriately

staffed, trained, desktop tools functional and all scenarios accounted for

. Scope of customer service deliverables covered the functional areas of

Health and Welfare, Defined Benefits, HR, Workforce Administration, Leave

Administration, Recruiting, Performance Management and Payroll

Capgemini -- Cleveland, Ohio (formerly Ernst & Young Consulting)

Human Resource Manager (2000 - 2004)

Managed the HR function which included the enterprise-wide Contact Center

and the Operations Department that provided HR services to all North

American personnel.

Stacy M. Muir, Page Two

Human Resource Manager, continued

. Key player in the successful development and launch of the company's

employee Contact Center

. Composed all training and reference materials, designed a systems

solution set, and managed service expectations

. Responsible for the successful integration of Canada and other newly

acquired companies into the scope of the Contact Center

Managed all Human Resource professionals that staffed the Contact

Center across the country

. Assisted the HR Operations team who were responsible for the day to

day processing of new hires, transfers, separations, personnel files,

and immigration

. Generated bi-weekly benefits reports, and all weekly and monthly

service level reports to ensure Contact Center met expectations

. Updated company portal content when HR policies and procedures changed

. Conducted non-elective separation discussions

. Active member of the People Advisory Council which was designed as the

avenue for employees to bring fourth any concerns, issues, and/or

ideas to leadership

. Created the quarterly recognition program and assisted with the launch

of the monthly learning series

. Led and developed local initiatives, such as Adopt a Family, Take Your

Child To Work Day and United Way

. Siebel, iceAgent and PeopleSoft Administrator

Human Resource Representative (1997 - 2000)

Supported 1200 employees in recruitment, orientation, performance

management, compensation, training, and employee relations.

. Managed scope consisted of six (6) work locations across Ohio,

Michigan, and Pittsburgh encompassing 1200 employees

. Mentored all the HR professionals located within my responsible work

locations

. Assisted employees with questions regarding policies, benefits,

payroll, performance management, and company procedures

. Designed "expectation level processes" for all Practice Support

leaders

. Assisted Managers with preparation for roundtables, compensation

discussions, and any resulting performance improvement plans

. Designed and facilitated 10 roundtables on performance management

which improved consistency in ratings and evaluations

. Delivered New Hire Orientation company wide on a monthly basis

including Sexual Harassment training

. Worked directly with new hires within practice and HR Operations to

complete all applicable paperwork including benefit enrollment

. Maintained all Performance Management files for consulting practice

prior to moving electronically

. Conducted exit interviews and then shared feedback along with areas of

concern with specific leaders

. Investigated all employee issues and concerns and worked with legal

counsel when necessary

. Consulted with business leaders to design new processes and/or augment

existing processes to align with HR vision and company objectives

Stacy M. Muir, Page Three

Tops Markets --Maple Heights, Ohio (formerly Finast Supermarkets

Incorporated)

Management Planning & Training Leader (1996 - 1997)

Worked directly with all levels of the organization; helped formulate

business strategies in areas of operations planning, performance

improvement, training program implementations, labor budgeting and store

labor technology.

. Organized and directed training and recruitment plans for 6 new store

openings and 2 remodels

. Key participant in the assessment funding allocations and development

of the transition initiatives associated with the Finast merger with

Tops Markets, Inc. ($8 million budget)

. Increased customer service and job efficiency by providing system

maintenance and issue resolution for store labor management systems

(Minuteman & Timecorp Systems)

. Consistently monitored store data to ensure system utilized properly

and worked directly with key personnel when issue arose

Store Operations Training Specialist (1993 - 1996)

Developed and implemented complete and cost effective training programs for

store level associates and management teams. All efforts were directed at

improving productivity and enhancing service image.

. Facilitated Skills workshops for forty-three (43) Store Management

Teams, Department Managers, and corporate office personnel in the

areas of empowerment, leadership, communication, and customer service

. Developed and implemented Computer Based Training initiatives

throughout the organization

. Implemented company wide rollout of store labor management scheduling

and attendance system

. Trained all Store Management and customer service personnel on

forecasting and scheduling

. Traveled to all forty-three stores after new store labor management

scheduling and attendance system rollout to address all issues and

concerns

. Redesigned job descriptions and performance appraisal process

. DDI Certified (Development Dimensions International)

EDUCATION

Bowling Green State University, Bachelor of Science Business Administration

Specialization: Human Resource Management

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