Amy M. Black, PHR

abl4go@r.postjobfree.com

*** ****** ***** **** (717)

***-****

Chambersburg, PA 17202 Cell (717)

***-****

Executive Summary

Human Resources Professional offering 14 years of expertise in human

resource management, staffing practices, and employee relations. Possesses

versatility, patience and ability to work as a team member handling

multiple responsibilities, policies and procedures. Known for building

credible and trusting relationships with employees, colleagues, and

management teams within cross functional and Center of Excellence Teams.

Professional History

First Data - Hagerstown, MD

Director, Human Resources Business Partner

November 2009 - Present

. Serving as key advisor to senior managent within Enterprise Service

Delivery organization (5,000+ employees) on strategic issues including

perormance management, organizational design, employee engagement, and

FDC expense management and growth initiatives.

. Driving the successful implementaiton and usage of a company wide

recognition program within line of business. As project leader,

responsible for partnering with core leadership team to create and

implement metrics in line with business needs. Managing communication

rollout across employee population of 5,000+ employees. Providing

monthly reporting and data analytics to identify trends and areas for

improvement.

. Leading initiative to drive a performance driven culture among non exempt

populations by converting current 4 point rating scale to 3 point scale.

Work entails developing a consisent set of performance metrics used

across all call centers impacting over 2,600 employees while ensuring

differentiation of performance and rewards. Within larger organization,

ensuring metrics used to evaluate employees are consistent with

organizational metrics and business needs.

. Implemented a Day 1 forward plan for all employees in our Louisville call

center as part of a business migration plan. Ensured all necessary

processes were implemented across multiple Centers of Excellence

including Staffing, Corporate Security, Benefits, Payroll and

Compensation.

. Serve as HR Stakeholder and Functional Area Project Manager of Marketing

and Communications for the E3 (Excellence in Every Experience) initiative

within our call centers. Partnering with the business to define quality

metrics, coaching models, evaluation of VOE (Voice of Employee) data to

identify areas of employee improvements, providing business updates,

website development, creation of VOE activities and collaborating with

core team to identify and implement new marketing communciation

strategies across organization.

. Provide HR consultation on call center site migrations to include

guidance on staffing, new hire onboarding, employee training and

engagement, and overall HR policies.

Director, Human Resources Regional Partner

May 2008 - November 2009

. Managed a direct staff of 3 HR Generalists, and indirect staff of 2

recruiters and one administrative assistant supporting 2,100+ local

employees plus 600 Work from Home sales representatives and one remote

Information Technology location of 80+ employees.

. Lead HR initiatives to develop an HR Shared Service model across the

organization.

. Provided guidance on day to day employee relations issues.

. Coached management team on employee development, discipline and

compliance management.

. Partnered with HR Business Partners to define business strategy and

flawless execution of initiatives including organization development,

staffing, talent management, and process management.

. Participated in the development of training and assessment tools to gauge

potential union organizing activities.

Director, Human Resources/Regional Excellence January

2008 - May 2008

. Developed HR policies, guidelines, and tools for consistent company

implementation and usage.

. Identified opportunities for policy harmonization including policies on

bereavement leaves, shift differentials, open door, and workplace

monitoring.

. Created and managed project plans for all Regional Excellence projects.

. Designed project templates and presentations.

. Led team of HR colleagues to develop a company wide new employee

handbook.

. Provided costing information for various HR harmonization issues

utilizing PeopleSoft.

. Managed team of employees to develop the First Data Positive Employee

Relations philosophy to keep First Data union free.

. Implemented a company wide all employee exit interview initiative

including analytics to capture departing employee feedback. Program was

instrumental in the development of new pay practice policy in Corpus

Christi, TX call center.

Director, Human Resources/Call Center Operations October

2005 - January 2008

. Provided day to day employee relations support for a 24 x 7 call center

with700+ employees.

. Provided counsel to managers to ensure sound decisions that comply with

corporate, state and federal regulations.

. Participated in decisions relative to corrective action, employee

separation and conflict resolution to ensure employee rights and company

policies are upheld. Supervise the investigation and resolution of

employee issues.

. Worked with all functional areas of Human Resources to ensure employee

satisfaction including Benefits, Payroll, Compensation, Risk Management,

and Leave Management.

. Audited issues or concerns affecting employee morale and advise senior

management of potential problem areas while recommending and implementing

solutions.

. Facilitated and drove employee development programs including informal

discussion, 360 feedback, and Talent Management forums.

. Coached employees and managers on issue resolution.

. Wrote and assisted in the evaluation of job descriptions.

. Designed and conducted employee development training sessions.

. Facilitated change management programs throughout the organization.

. Wrote employee communication materials.

. Managed the new hire onboarding program at the local site. Redesigned

and coordinated rollout of New Hire Orientation program for successful

onboarding of new employees in five First Data locations.

. Participated in task force to identify HR Generalist work to migrate to

HR Service Center for employee and manager self service.

Director, Human Resources/Staffing April

2005-October 2005

. Managed 5 direct and 5 indirect recruiters and temporary and contract

labor resources including performance management for 5 call center

locations.

. Worked closely with Senior Management in the consolidation of call center

operations from Texas to Florida resulting in a $1.4 million dollar cost

savings to the business. Responsible for call center staffing plans,

recruitment initiatives, and new employee onboarding.

. Advised call center Human Resource Generalists and Managers in delivery

of effective talent acquisition and workforce planning objectives.

. Ensured call center staffing requirements were met in accordance with

internal standards and governmental requirements.

. Reviewed staffing performance data with Managers and HR Partners.

Sr. Recruiter October 2004

- April 2005

. Responsible for recruiting life cycle including defining job

requirements, sourcing, interviewing, and negotiating offers for exempt

and non-exempt positions for multiple offices across the United States.

Recruited exempt and non-exempt positions filling 75-100 jobs per month.

. Worked with hiring managers to determine recruiting strategies such as

targeted advertisement, Internet sites, and cold calling opportunities.

. Provided direct consulting with management on employment procedures,

interviewing techniques and recommendations for improvements of selection

process.

. Recommended salary, bonus, stock and any additional perks to hiring

managers and extend offers of employment to selected candidates.

. Negotiated salary, bonus, start date, hours and relocation if applicable

between candidate and hiring manager.

. Managed onsite staffing program for temp to hire placement of contract

workers.

. Mentored teammates where/when appropriate.

Project Manager October 2003 -

October 2004

. Managed assigned projects directly impacting the First Data Domestic and

International Staffing Teams. Projects included the implementation of a

$1 million dollar Global Staffing Technology Platform, the implementation

of pre-employment assessment testing, enhancements to the First Data

background check process and to the First Data online employment

application.

. Created and implemented a new hire paperwork process to onboard employees

from the Concord merger to ensure a successful and smooth transition.

Encompassed the coordination, distribution, facilitation and completion

of all required federal, state and company forms.

. Managed three external vendor relationships during RFP process for

selection of new Global Staffing platform.

. Clearly defined project ownership and accountability. Negotiated

objectives or changes to scope, cost, schedule, resources and assignments

or other components.

. Identified and involved appropriate stakeholders from

front line employees to Senior Managers.

. Gained cooperation and commitment from colleagues with little or no

direct formal authority by motivating, energizing and recognizing

individual and team contributions.

Human Resources Generalist October 2002

- October 2003

. Responsible for providing daily Human Resources guidance and support to

150+ people representing both exempt and nonexempt status in a call

center environment in both tactical and strategic activities.

. Facilitated monthly round table discussions and focus group meetings with

appropriate follow up to Senior Management team as well as implementation

of action plans.

. Coached and counseled managers on employee development opportunities.

. Provided guidance on corrective action, employee terminations, and the

investigation and resolution of employee issues.

Recruiter March 1998 -

October 2002

. Responsible for recruiting life cycle including defining job

requirements, sourcing, interviewing, and negotiating offers.

. Recruited intern, professional, managerial, technical and executive

positions filling 50-100 jobs per month in domestic local, remote and

international locations including the successful start up of the China

operations.

. Created and implemented college level internship program successfully

staffing 20+ intern positions every summer converting 2-5 interns each

summer to full time employment based on college graduation. Interns were

placed from colleges and universities across the US including Harvard and

Carnegie Mellon.

. Worked with hiring managers to determine recruiting strategies such as

targeted advertisement, Internet sites and cold calling opportunities.

. Effectively negotiated salary, bonus, start date, hours and relocation if

applicable between candidate and hiring manager. Recommended salary,

bonus, and stock on offers of employment.

. Served as primary daily contact for applicants in answering questions and

problem solving for over-the-phone inquiries and in-person problems from

the point of contact through closure of the search.

H.L. Yoh Company, LLC - St. Louis, MO

Technical Recruiter/Account Executive

September 1996- March 1998

. Built new business through cold calls, in person selling, and

relationship building.

. Maintained contact with current businesses to bring in new requirements

and identified possible sources of candidates for clients.

. Identified potential candidates for all open job requirements through

advertising, job fairs, college recruitment, internet searches and cold

calling.

. Identified, built, and maintained contractor database.

. Completed all new hire paperwork and reference checks.

. Assisted candidates in resume and interview preparation for contract

placement.

Professional Training and Affiliations

Targeted Selection Administrator - DDI

Professional in Human Resources (PHR)

Member of Society of Human Resource Management

Certified 360 Trainer and Facilitator

Education

Masters of Business Administration, 2007 Bachelor of

Arts in Business Administration, 1996

Bellevue University Hastings College

Bellevue, NE Hastings, NE

Contact this candidate