Human Resources Customer Service

AMY B. SCOTT

www.linkedin.com/in/amyscottauburnal

**** **** **** ? Auburn, AL 36830 Home 334-***-****

? Cell 334-***-**** ? *********@*******.***

QUALIFICATIONS SUMMARY

Senior Human Resources and Management professional with 25 years of

demonstrated accomplishments in:

? Staffing / Employment ? Strategic Planning /

Management ? Client / Customer Relations

? HR Policy Administration ? Affirmative Action Plan

Administration ? Training and Development

? Benefits / Retirement Plan Administration ? Web-based HRIS /Payroll

Administration ? Performance Management

? Event / Program Planning ? Merger & Acquisition

Administration ? Employee Relations

? Communications / Public Relations ? Website / Internet Marketing

? Sales / Revenue generation

Professional EXPERIENCE

PHD Hotels, Inc. (formerly The Hotel Group, Inc.) - Auburn, AL

September 2003 - June 2010

General Manager September 2007- June 2010*

Hampton Inn & Suites - Opelika / Auburn, AL

*Position eliminated due to company financial restructure.

Served as the primary strategic business leader of this newly developed,

award-winning hotel with responsibility for all aspects of the operation,

including guest and associate satisfaction, human resources management,

financial performance, sales and revenue generation, and delivering a

return on investment to property ownership. Led a diverse team in the

development and implementation of hotel-wide strategies. Implemented brand

service strategy and initiatives with the objective of meeting or exceeding

guest expectations. Built relationships with key customers and community

partners in support of the sales process.

? Property was awarded the Hilton brand's 2009 Connie Award,

recognizing it as one of the top ten hotels in the chain. With 4

straight quarters on Hampton's Wall of Fame, the hotel's Total Quality

Score placed it at #3 out of the brand's 1700+ properties at year-end.

The prestigious Connie Award, named after company founder Conrad N.

Hilton, is bestowed annually upon the top hotels within each brand of

the Hilton Family of Hotels and is based on high product and service

scores, as judged by guests, as well as outstanding Quality Assurance

inspections conducted by the company. As of end of 2nd quarter 2010,

the property was ranked in the chain's top 1% in guest-rated service,

product and quality scores, with a 98.54% Hampton Quality Assurance

rating.

Human Resources Director September 2003 - December 2006*

*Position ended upon REIT sale of hotel portfolio - received severance

compensation and returned 9 months later to open and manage first hotel

developed after portfolio sale

Directed the human resource activities of this award-winning hotel

development / management company of Hilton-branded properties, with up to 9

properties and 275 associates under management. Also served as company

Communications / Public Relations Administrator, including press release

preparation, hotel photography, and website development and maintenance.

? Implemented full HR Department start-up in first 3 months of

employment, to include: Employee Handbook / HR policies design and

communication, legal compliance (ie., Wage & Hour, EEO-1, FMLA, COBRA,

I-9 audit, required postings), employee files audit, employment

policies and procedures, and pre-employment background screening.

? Converted in-house payroll to web-based HRIS database, achieving full

online status within 6 months of employment.

? Developed associate benefits plans to promote workforce stability

through programs uniquely valued by a predominantly entry-level, part-

time workforce. Programs included: Paid Time Off (PTO) programs,

Supplemental Insurance plans, Alfa BCBS Health payroll deduction, Team

Member Savings Plan, and Corporate Chaplain program.

? Designed Performance Planning and Evaluation (PPE) system, a multi-

use performance management tool utilized in: 1) pre-employment

phase, to ensure understanding of standards and expectations to reduce

<90 day turnover, 2) mid- evaluation year, as a coaching /

communication tool, 3) annual performance assessment with objective

evaluation of job-specific performance standards, and 4) company-wide

succession planning.

? Implemented progressive discipline policies and manager guidance,

resulting, in some cases, in over 100% decrease in individual hotel

SUI rates, and no registered EEOC complaints or inquiries in 3 year

tenure.

? Produced monthly company newsletter distributed to associates and

investors highlighting individual associate and team successes,

sharing guest letters and comments, and recognizing associate

birthdays and employment anniversaries.

RBC Bank (formerly First American Bank / Farmers National Bank) - Opelika,

AL March 1996 - May 2003*

Vice President, Human Resources Manager

*Position eliminated following bank's acquisition

Managed activities of the Human Resources division to include

administration of exempt and non-exempt employment / recruiting, group

life, health and disability plans, retirement and executive benefits plans,

compensation planning, performance management, affirmative action plans,

employee relations, strategic planning, and payroll administration for up

to 150 employees.

? Converted in-house DOS based payroll processing to web-based Payroll

/ HRIS system. Automated affirmative action recordkeeping, salary /

evaluation tracking, and other administration utilizing HRIS database

and reporting applications.

? Facilitated successful OFCCP Affirmative Action Plan audit in first

week of employment. Compiled data and reports for a plan year prior

to my employment, conducted internal audit of employee files and

employment applicant flow, resulting in a limited-scope "Conciliation

Agreement" with no major violations.

? Provided guidance to management in employee relations, disciplinary

action and termination documentation, resulting in no EEO complaints

or inquiries and only one contested unemployment compensation award in

7 year tenure.

? Directed merger-related staff reduction plan, communicating severance

agreement and compensation provisions and providing one-on-one career

transition support to affected employees.

East Alabama Medical Center - Opelika, AL

January 1994 - March 1996

Human Resources Representative

Coordinated employment administration for workforce of 1500 employees to

include employment application process, interviewing and selection, and new

employee orientation. Additional responsibilities included employee /

management relations, HR policy administration, management recruiting,

training, and scholarship / tuition reimbursement program administration.

? Implemented hospital-wide customer service training initiative, to

include materials and promotional items selection, participant

workbook composition, train-the-trainer workshops, and visual

presentation design. Coordinated training schedule for three-shift

operation, successfully training 100% of workforce over a two-month

period. Developed an employee awards and recognition program for

excellence in customer service.

? Conducted nationwide searches for key management personnel, including

Directors of Surgical Services, Psychiatric Services, Medical Records,

Management Information Systems and Engineering.

Auburn Board of Education - Auburn, AL

July 1993 - December 1993

Benefits Coordinator

Administered employee benefits program as part of the State Public Employee

Health Insurance Program (PEEHIP), to include group presentation and annual

enrollment, new employee benefit orientation, and monthly State reporting

and administration. Designed Employee Benefits handbook and reorganized

employee file system to facilitate State of Alabama audit requirements.

Auburn University Hotel and Conference Center - Auburn, AL

March 1993 - July 1993

HR Temporary Contract Employment

Assisted Human Resources Manager with HR department redesign project to

include 170+ employee database development, reorganization of employee file

system, new employee orientation program, and HR Policy and Procedure

manual.

Bank of America (formerly Bank South Corporation) - Atlanta, GA

August 1986 - February 1993

Assistant Vice President, Human Resources Manager

Served as the Human Resources Manager for four departments of Retail

Banking Division of approximately 200 employees. Responsibilities included

exempt and non-exempt level recruiting, employee relations, and HR policy

administration.

Wachovia Corporation (formerly First Atlanta Corporation) - Atlanta, GA

April 1985 - August 1986

Recruiter

Performed non-exempt level staffing and recruitment for Branch

Administration and Operations divisions. Administered Applicant Flow

reporting in association with Affirmative Action program, facilitated

special off-site recruiting sessions, and coordinated internal job posting

program.

EDUCATION and PROFESSIONAL CREDENTIALS

Auburn University - Auburn, AL

Bachelor of Business Administration, 1985

Human Resource Management

Society for Human Resource Management

Senior Professional in Human Resources Certification (SPHR) - Certified

December, 2003

ADDITIONAL SKILLS

? Microsoft Office - Word, Excel, PowerPoint, Publisher, Outlook

? Internet-based database and networking technology

? Ceridian and ADP web-based Payroll / HRIS systems and software training

? Adobe PhotoShop CS2

? Website design and management

? Hilton Property Management Systems: OnQ Property Management System, Rate

and Inventory

? Professional Portrait and Commercial Photography - Photography by Amy -

www.photobyamy.com

PROFESSIONAL and COMMUNITY ACTIVITIES

? Kiwanis Club of Opelika 2009-2011 Board Member

? Auburn Junior High School PTA - President, 2009-2010

? East Alabama Society for Human Resource Management Past President, Vice

President, Secretary and Board Member

? Active member of both Auburn and Opelika area Chambers of Commerce and

Tourism Bureau

? Rebuilding Together of Lee County Past Vice President and Board Member

? Easter Seals Achievement Center Employer / Partner

? School-to-Career Partner / Educator

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