Customer Service Human Resource

Hollie Crowley

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701 W. Grove Pkwy Apt. 288, Tempe, AZ 85283 ● 480-***-**** ● *******.******@*****.***

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Career Summary

Solutions oriented business professional with more than five years experience in the areas of human

resources, business administration, and procurement contracting. Innovative thinker with the proven ability to

implement creative solutions focused on effectiveness and cost savings when resolving complex business

dilemmas. Possess excellent problem-solving abilities in addition to being an effective communicator in both

interpersonal and written formats. Professional experience and technical skills include:

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HR Administration Performance Analysis Communication

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Training & Development Reorganizations Customer Service

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Employee Relations Regulatory Compliance Sales

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Benefit Coordination Supplier Contracting ADP Database

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Payroll Processing Negotiations PeopleSoft Database

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HRIS Maintenance Resource Procurement Oracle Database

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Recruitment Public Speaking Microsoft Office Suite

Professional Experience

Academic Counselor; Education Management Corporation; Phoenix, AZ; May 2010-Current

• Provision of coaching and counseling related to university policies and procedures including dispute

processes and conflict management.

• Formation of standard operating procedures related to university compliance with federal and state

regulations to decrease company liabilities and increase student data protections.

Human Resource Specialist; Apollo Group, Inc; Phoenix, AZ; September 2008-January 2010

• Completion of over eight hundred human resource investigations focused on the areas of employee

relations and organizational compliance.

• Realignment of the dispute process for performance review concerns resulting in a seventy percent

decrease in processing time.

• Finalization of more than fifty corporate reorganizations ranging from one to one hundred fifty affected

employees, including the drafting and processing of separation agreements.

• Formulation of recruitment standards specific to employees displaced through company reorganizations

resulting in a decrease in company attrition by one percent.

• Implementation of new procedures specific to the processing of company separation agreements

resulting in a fifty percent decrease in processing time.

• Creation of system controls related to the company leave of absence process allowing the organization

to better monitor employee access and maintain compliance with Family Medical Leave regulations.

• Creation of three standard operating procedure manuals specific to company reorganizations, employee

relations dispute processes, and compliance related concerns.

Expeditor; Apollo Group, Inc; Phoenix, AZ; June 2007-September 2008

• Led twenty-four departmental trainings from small to medium group settings for the purposes of

employee cross training, increasing productivity, and fostering effective communication methods.

• National consolidation of more than one hundred thirty Business Reply Mail permits resulting in an

annual decrease in organizational cost for mailing permit services by $3.7 million.

• Restructuring of one hundred ninety six mailing equipment leases resulting in a twelve percent increase

in shipping productivity and an overall cost savings of $340 thousand annually.

• Executed eight national provider partnerships through supplier negotiations to provide quality products,

services, and support to all domestic company locations.

Enrollment Counselor; University of Phoenix; Phoenix, AZ; July 2006-June 2007

• Execution of thirteen instructor led trainings ranging from small to medium group settings to increase

customer service, communication, and product awareness amongst department employees.

• Provision of job aide resources to department staff to ensure information is accurately relayed to

students resulting in an increase in customer service ratings by fourteen percent.

Lead Training Specialist; MSA Solutions; Tempe, AZ; December 2005-July 2006

• Increased new hire production upon the completion of new hire orientation by thirty-seven percent

through the realignment of on-the-job training to incorporate kinesthetic, visual, and auditory learning

methods.

• Establishing a mandatory train-the-trainer program for both classroom and on-the-job trainings to

develop all training assistants and improve department efficiencies.

• Implementation of an electronic new hire payroll tracking system resulting in the elimination of

inaccuracies caused by the manual calculation and processing of new hire payroll.

• Implementation of training assessments specific to classroom and on-the-job training programs to gain

feedback from new hires and continuously improve curriculum effectiveness.

• Responsible for the collection and processing of new hire documents including I9s, W-4s, direct deposit

authorizations, policy acknowledgements, and emergency contact forms.

Benefit Coordinator; Affiliated Computer Services; Tempe, AZ; August 2005-December 2005

• Gained detailed knowledge of employer insurance plans; 401k retirement options; Employee Stock

Purchase Program; long and short-term disability; life insurance; Employee Assistance Program;

accidental death and dismemberment insurance; COBRA; and spending reimbursement accounts.

• Advanced experience gained specific to annual open enrollment procedures for employer offered benefit

plans including all operational requirements and system needs.

• Analyzing the advantage of human resource managed benefit programs offered compared to those

provided at competitors to maintain market relevance and strive to be the employer of choice.

Education

Bachelor of Science in Business/Administration; University of Phoenix; February 2010

Human Resource Management Certificate; University of Phoenix; July 2007

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