Customer Service Manager

VICTORIA BENNETT, SPHR

**** ****** ***** ? Chardon, OH 44024

Home 440-***-**** ? Cell 440-***-****

******@*****.***

CAREER SUMMARY

Over ten (10) years of increasing responsibility in Human Resources and

Management roles specializing in Employee Relations, Recruiting,

Compensation, Affirmative Action, Benefits, Payroll, Leave of Absence, and

Call Center Management. Recognized for developing strong relationships

with business partners, creating a high quality staff, and developing and

implementing process improvements. Positive attitude and strong work ethic

with skills in the following:

Peoplesoft, and SAP Employee Training

Employee Relations HR Systems implementation

Recruiting-Taleo Systems Facility Management

Centre-Vu Supervisor Vendor Relations

Family Medical Leave Act (FMLA) MS Office/Lotus Notes

PROFESSIONAL EXPERIENCE

OfficeMax, Cleveland, OH

$8 billion, Fortune 500 Company, Third largest Office Supply Company in the

U.S meeting the needs of enterprise-level, mid-size and small businesses,

and individual customers.

Human Resource Manager (2006-present)

HR Manager for 200+ person Customer Service Center (CSC) and 29 Retail

Stores comprising of 500+ employees in the Cleveland and Pittsburgh

Markets. Responsibilities include management of an HR Generalist while

also partnering with the Leadership Team within CSC and District Managers

for Retail Stores to support strategic initiatives.

. Assists Managers and Employees with Employee Relations issues

including but not limited to, performance management and attendance,

conducts investigations (includes partnering with Loss Prevention)

and recommends action, conducts terminations and exit interviews while

also mentoring HR Generalist to further develop skills in Employee

Relations.

. Conduct regular store visits to retail locations to build strong

relationships with store managers, partner with District Manager to

drive business results, and support HR initiatives of safety,

diversity and inclusion, and workforce development.

. Manage closure of the Customer Service Center consisting of

notification of 200 employees through the WARN process. Partner with

local county offices as well as local employers to assist with career

transition, communicate individual severance packages, and answer

questions regarding the layoff as it pertains to pay and benefits.

. Successfully interviewed and made hiring recommendations on 100+

employees in 6 months to support extended hours and new business

within the CSC.

. Work closely with local Management along with Corporate partners to

implement several team restructures and a store closure. Managed

training plans to move Employees to alternative positions or conduct

reductions in force.

. Manage process to meet or exceed monthly headcount and attrition for

all teams within CSC. Develop and implement recruiting and training

strategies to ensure staff is in place at the appropriate time and to

reduce turnover.

. Implemented Safety Team and created and lead a team of "First

Responders". Ensure OSHA compliance with all issues relating to the

Safety and Welfare of Employees including conducting investigations of

work injuries, making recommendations for improvements, and filing

workers compensation claims.

. Identified and implemented process improvements for recruiting, leave

of absence, new hire orientation, and training processes.

. Completed DDI Certification for Targeted Selection and Facilitation

skills and administered Leadership training to local Management team.

Conduct annual training to Managers and Employees on Safety,

Ergonomics, Affirmative Action Plans, Maintaining a Non-Union

Workforce, and Open Enrollment.

. Attend local monthly SHRM meetings

PROGRESSIVE INSURANCE, Mayfield Village, OH

$13 billion, Fortune 200 Company. Third largest Auto Insurer in the U.S.

Human Resource Service Center (HRSC) Manager (2001 to 2006)

Managed a 42+ member Human Resource Service Center consisting of a Call

Center, Leave of Absence team, Life Insurance claims, and Administration

for 25,000+ employees nationally with a budget of $2.5+ million per year.

. Managed team to successfully achieve productivity and quality goals

and meet Service Level Agreements

. Partnered with local and field Human Resource professionals to develop

and implement HRSC reporting on Leave of Absence and Call Center

metrics.

. Partnered with Corporate Legal to resolve complex FMLA, Leave of

Absence, and Subpoena issues.

. Acted as the custodian of records for all active and terminated

employees.

. Identified process improvements for Anniversary Awards, Verification

of Employments, Leave of Absence team structure, Leave of Absence

request form and information packets, and Call Center logging

database. Developed, tested, and implemented new processes.

. Created specifications for a Lotus Notes database to streamline and

automate Leave of Absence processing. Tested, trained, documented,

and implemented new process to Leave Team.

. Created process and specifications for a Lotus Notes database to move

vendors for Short-term disability determinations. Tested, trained,

documented, and implemented new process to Leave Team and Disability

Team at Acordia National.

. Maintained vendor relations for Anniversary Award process, Short-term

and Long-term disability, and Verification of Employment.

Call Center Manager (2000 to 2001) / Call Center Manager Trainee (1999 to

2000)

Coached, trained, and developed a customer service unit consisting of 15

CSR's handling calls regarding payroll, benefits, and HR policy issues.

HRSC Call Center Representative (1998 to 1999)

Assisted employees over the phone with Payroll, Benefits, Long-term

savings, and HR policy issues in a call center

environment.

Recruiter (1997 to 1998)

Recruited Accounting, Finance, Human Resource, Marketing, and Interior

Design professionals to Progressive through various recruiting sources.

EDUCATION

BBA, Marketing, Ohio University, Athens, OH

DDI Certification in Targeted Selection and Facilitation

HR Certificate-SHRM Learning System Course, John Carroll University

SPHR Certification

Member: Society of Human Resource Management

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