Human Resources Customer Service

TOM COLES

CONFIDENTIAL RESUME

**** ******* ***, *********, **** 43026 Home: 614-***-**** ?

Mobile: 740-***-**** ? *******@********.**.***

HUMAN RESOURCES / EXECUTIVE DIRECTOR/VICE PRESIDENT OF HUMAN RESOURCES

Twenty plus years of Human Resources management experience in a variety of

Human Resources functions with organizations of up to 12,500 employees. A

Self-directed, hands-on leader with a strategic and customer service focus

who can lead in a formal and informal approach, is action oriented to

results, has fiscal accountability, multi-site leadership experience and

strong communication skills. Proven ability to build lasting and effective

working relationships with employees, management, and senior executives and

to develop innovative products and services that support management and

business needs. With experience in all facets of human resources and

multiple business disciplines, I have been particularly effective at

consulting executives on strategic issues, leading the change process,

streamlining processes through continuous improvement and improving

departmental efficiency within Human Resources.

Diverse Human Resource Experience spans the areas of:

Recruitment & Selection / Project Management / Policy & Program Design /

Leadership Development / Succession Planning / Employee Relations /

Continuous Improvement / Compensation & Benefits / Employee Programming /

Safety

PROFESSIONAL EXPERIENCE

THE LONGABERGER( COMPANY - Newark, OH

A privately owned, consumer direct specialty basket, home d cor,

manufacturing, distribution, hospitality business employing over 3000

employees, with annual sales exceeding $500M

Executive Director/Vice President of Human Resources

2005 to present

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Break down organizational barriers utilizing knowledge of the key

components of the organization to achieve HR/Business goals and

initiatives. Regularly interact with Executive Leadership Committee and

board members to maintain knowledge and understanding of the fundamentals

that drive the company and industry. Forward thinking and continually

improving Human Resources and organizational efficiency and productivity

through continuous improvement and succession planning. Lead Human

Resources staff overseeing diverse businesses within the company.

Continually challenging myself and others to identify opportunities for

continuous improvement while reducing expenses to the business.

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Business Regularly interact with Executive Leadership Committee of the business and

Acumen Corporate Board of Directors to maintain knowledge and understanding of the

fundamentals that drive the company and industry

Consult with and provide direction to executive leadership to link HR

strategy to business strategy based on extensive knowledge of the business

and senior executives

Work with Corporate Board of Directors to set executive compensation and

performance management strategies

Leadership Reengineered key business and work processes and compensation structure

Skills resulting in over $3M in annual savings to the business

Implement strategic change initiatives to accommodate business

fluctuations, reorganizations, new product introductions and changes when

required

Regularly consult, coach, influence and inspire in support of company's

strategic goals and initiatives

Forward thinking and continually improving Human Resources efficiency and

productivity through process improvements

Innovation Directed benefit plans that combined insurance protection and leveraged

plan design to achieve $600K lower costs - while improving levels of

coverage and discounts available

Created Recruiting Branding to ensure consistent messaging and improve

recruiting

Coordinated numerous restructures within the company to streamline

operations

Employee Responsible for leading the Human Resources teams to serve as the champions

Relations of the company culture

Oversight of employee recognition programs

Oversee current company and divisional policies to ensure consistency and

compliance

Take a hands-on approach to communicate business updates to employees at

the production floor level

TOM COLES, PAGE TWO

Home: 614-***-**** ? Mobile: 740-***-**** ?

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

PROFESSIONAL EXPERIENCE

(CONTINUED)

THE LONGABERGER( COMPANY - Newark, OH

Director of Human Resources

1997 - 2005

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Provided comprehensive consultation and guidance to diverse businesses

within the company totaling over 8,000 employees. Led progressive

hiring/staffing initiatives for a rapidly growing organization. Advised

various levels of leadership in all aspects of human resources, including

project management, leadership development, employee relations, recruiting,

continuous improvement, compensation, benefits, work/life, employee events,

and communication. Responsible for all aspects of human resources program

including compensation and benefit programs, recruiting strategy,

performance management, benefits, employee relations, statutory compliance

and policies and procedures.

[pic]

Business Broke down organizational barriers utilizing knowledge of the key

Acumen components of the HR organization to achieve HR/Business goals and

initiatives

Consulted with executive leadership in all communications, succession

planning and reorganization initiatives as a key stakeholder

Leadership Led a staff of HR professionals which supported very diverse business

Skills operations and in all facets of human resources servicing over 8,000

employees

Planned and conducted wage realignments resulting in annual savings of

$1.65M

Re-negotiated partnered staffing contract which resulted in direct labor

expense savings of over $200K.

Reduced recruitment costs (up to $250K annually) and time to recruit by

combining technology with best-practice sourcing and recruitment

initiatives

Implemented PeopleSoft system for Human Resources and Payroll

Developed tactical and strategic plans for the HR function in conjunction

with other executives

Developed strategies to prevent discrimination and harassment and insure a

positive corporate reputation

Innovation Modified a Human Resource Department structure from centralized to

decentralized service model

Developed human resources programs targeted to enhance skills in selection,

performance management, employee relations and people and management

development

Designed and implemented compensation and recognition programs that

reinforced the company values and culture to ensure market competitiveness

Developed metrics to measure key trends in the workforce that could

negatively impact productivity

Employee Created programs to eliminate litigation risk and insure full compliance to

Relations EEO, FLSA, ERISA, FMLA, ADA, etc.

Determined the critical issues, target the root cause of problems and

generate creative solutions

Oversight for the creation of divisional policies and procedures to ensure

consistency and compliance

OPRYLAND HOSPITALITY AND ATTRACTIONS GROUP- Nashville, TN

Diversely unique company including The Wildhorse Saloon, Spring House Golf

Club, General Jackson Show Boat and Opryland Hotel employing 5,500 full

time and 2,500 seasonal associates

Director of Employment Services

1995 - 1997

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Responsible for all recruiting strategies and employment office staff

consisting of 20 HR professionals. Implemented creative recruiting

programs, special group program for the park, school to work programs,

special needs program, etc. Developed an international internship program

which successfully accomplished the goal of hiring 150 international

interns within two years. Reduced costs associated with pre-employment.

Documented policies and procedures and conducted training to ensure

compliance with all employment laws. Found solutions to recruiting

challenges, organized resource fairs and utilized the internship program to

identify candidates for entry level positions. [pic]

TOM COLES, PAGE THREE

Home: 614-***-**** ? Mobile: 740-***-**** ?

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

PROFESSIONAL EXPERIENCE

(CONTINUED)

Employee Events and Programs Manager

1992 - 1995

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Responsible for developing employee events and programs for over 8,000

associates as well as all employee publications. Events included Annual

Holiday Celebrations, Supervisor Recognition Program, Family Day

Picnic/Carnival, State of the Group Presentation, Service Awards Dinner and

Semi-annual Management Parties. Programs developed and facilitated included

Supervisor of the Quarter, Award of Excellence, Community Service Award,

Blood Drives, Christmas Gift Catalogues, Book Fair, Wedding and Baby Gift

Program, Employee Discount Booklets and Program and United Way Campaign.

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JEWISH HOSPITAL- Louisville, KY

Employed over 3,000 healthcare professionals and consisted of a variety of

diverse medical facilities

Employee Relations Manager

1990-1992

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Responsible for developing and maintaining employee relations and

championing hospital values and culture. Reported directly to the Vice

President of Human Resources and functioned as central communicator,

educator, and interpreter of the hospital policies and procedures.

Directed grievance process and employee counseling. Published quarterly

employee newsletter that focused on employee achievements. Conducted

employee forums such as, "walk-a-rounds" to provide employees an

opportunity to communicate needs and concerns. Facilitated the employee

opinion survey and utilized feedback to create or improve programs that

improved the work/life balance.

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Guest Relations Manager

1985-1990

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Functioned as the primary representative to hospital patients, guests and

their families. Position reported directly to Vice-President for Patient

Services and was responsible for handling individual and group concerns and

resolving complaints to guest satisfaction. Conducted staff training to

increase awareness of positive guest relations and conducted on-going

analysis of guest services and programs to maintain satisfactory levels of

performance. Developed patient opinion survey, implemented new services to

guests, designed patient information brochure outlining hospital services,

development and facilitated staff training programs and coordinated efforts

to promote hospital services to medical community. Also served as the Vice-

President of the state's Kentucky Society for Patient Representation.

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MEMBERSHIPS / ASSOCIATIONS

. Member of the Society for Human Resources Management [SHRM]

. Private Industry Council Board Member

References available upon request

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