Customer Service Human Resources

Susan Crump, SPHR

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

Saint Louis, Missouri 63122

314-***-**** (home)

314-***-**** (cell)

ablodo@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Top performing, results oriented, certified human resources professional

providing innovative leadership as a solution-oriented strategic business

partner.

. Demonstrated success in Workforce Planning - planning, developing,

implementing, administering and evaluation of recruiting, hiring,

orientation, and exit of employees. Improved quality of new hires and

reduced recruitment costs by establishing a comprehensive pre-

employment screening process and coaching hiring managers.

. Compensation & Benefits - Analyzing the effectiveness of the total

reward system and ensure compliance of compensation and benefits with

applicable federal, state, and local laws. Increased 401(k)

participation by implementing financial education seminars. Increased

communication of the value of benefits.

. Employee Relations - Maintaining effective relationships and working

conditions that balance the organization's needs with the employees'

rights while supporting the organization's strategic objectives.

Straightforward and fair investigation of employee concerns regarding

legally protected employment rights.

. Human Resource Development - Promote activities and programs that

address employee training and development, change and performance

management, and leadership coaching. Introduced Senior Management

Leadership training.

. Strategic Management - Formulate HR objectives, practices and policies

to meet short - long range organizational needs and opportunities.

Member of the Senior Management, responsible for development of

policies and practices to meet organizational goals.

PROFESSIONAL EXPERIENCE:

September 2000 to present. Missouri Higher Education Loan Authority (aka

MOHELA)

Assistant Director - Currently serve as the department head of the Human

Resources Department, reporting to the Director of Operations. Guide and

develop human resource, payroll and training professionals supporting 200+

employees for one of the largest nonprofit student loan organizations with

more than $4 billion in assets.

. Consistently met recruitment goals and successfully led recruitment

efforts to increase organizational head count by 50%.

. Subsequently conducted RIF, voluntary resignation incentive program

and reorganization after economic downturn and elimination of

student loan program.

. Leading organizational diversity initiative based on results of

comprehensive diversity survey, resulting in increasing sense of

inclusion and improved recruitment/retention/development of diverse

employees.

. Developed new performance review system, leading to improved

customer satisfaction, consistency and effectiveness.

. Present results, analysis and scorecard information to Executive

Director, Board of Directors and senior management colleagues.

. Develop, implement and communicate policies, procedures, programs

and services which contribute to the attainment of organizational

and individual goals.

. Responsible for $ 365k department budget and 10 M salary budget.

Accountable for the Plan Administration and compliance of 7M 401(k)

and 18M defined benefit plans.

. Annually analyze group benefits package.

. Successfully formulated corporate retention strategy focusing on

specific turnover reduction goals.

. Developed and implemented salary structure to market base.

April 1992-September 2000. Manpower, Inc.

Branch Manager - October 1996 to September 2000.

. Responsible for the effective management and profitable operation

of a branch office.

. Implemented and managed a detailed budget and forecast.

. Implemented activities for recruiting, selection, and evaluation of

office clerical, administrative secretarial, technical and

industrial applicants.

. Successfully reduced in-house staff turnover by providing

leadership and motivating staff members.

. Administration of payroll, benefits and vacation of staff and 100

temporary employees.

. Provided human resources support to a variety of companies,

departments, supervisors and managers.

. Successfully prepared for and passed ISO 9000 audit.

. Visited customer locations to determine job descriptions and safety

standards.

. Successfully reduced Workers Compensation costs. Responsible for

all aspects of safety programs, accident prevention, OSHA

Standards, and Workers Compensation.

. Responsible for compliance with EEO, FMLA, ADA, ADEA, FCRA, and

OSHA.

. Successfully provided excellent customer service to a variety of

companies.

. Administered computer, safety, job and HAZCOM training.

. Tracked employees via HRIS.

. Presented Manpower services via speeches, proposals, and

presentations.

Branch Supervisor - January 1996 to October 1996.

Service Representative - April 1992 to December 1995.

October 1985 - January 1992. Peterson Business Systems, Inc. - Sales

Representative.

. Responsible for total sales and profits in the eastern half of

Missouri and Southern Illinois.

. Writing and presenting proposals.

. Increased territory customer base while providing excellent

customer service.

EDUCATION:

Certified PHR - May 2000

Certified SPHR - May 2002

BS University of Missouri - St. Louis.

. Majored in Business Administration.

. Emphasis in Management and Organizational Behavior.

. Minor in Psychology.

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