Human Resources Customer Service

An accomplished, self-directed, highly motivated and dependable

professional with proven success in Human Resources, Operations

Management, Customer Care Development, Staffing and Overseeing

Multiple Departments. Achieving results through Dynamic Leadership,

Team Building and Motivational Training, by leveraging excellent

platform speaking and interpersonal skills. A Strategic Thinker and

Innovative Problem Solver, with extensive Operational and

Managerial experience, and the ability to partner HR and Customer

Care with Business Needs.

Extensive Knowledge & Experience:

. Human Resources Management including Payroll, Policy Development and

Implementation, Recruitment, Performance Evaluation, Payroll, Benefits

and Compensation, and Employee Relations

. Operations Management including leading daily operational service

functions in all departments

. Customer Care Management including designing and managing customer

care departments and servicing customers at all levels.

Professional Experience:

Retailers and Manufacturers Inc., Edison, New Jersey 2006 - 2009

Director of Human Resources

. Contracted with Macy's/Bloomingdales in a large furniture distribution

warehouse

. Providing support in all areas of HR to be in alignment with

organizational goals

. Responsible for Payroll of 200+ Union/Non-Union employees

. Overseeing the maintenance of (PAYCHEX) HRIS system for all employees

. Executing all employee disciplinary action (attendance,

tardiness, production)

. Overseeing the recruiting and retention of exempt and non-exempt

employees

. Providing an environment that promotes equal opportunity and growth

for employees

. Assisting management with counseling on employee related issues

Norvergence, Inc.; Newark, New Jersey 2003 - 2006

Customer Care Director

Responsible for developing, deploying and managing all aspects of

customer care experience. Identified and forecasted customer needs and

requirements

. Recruited staff of 100+ customer care employees

. Created and oversaw customer service department controlling quality of

customer support

. Provided structural oversight and direction to Norvergence technical

groups for customer care initiatives which included order tracking and

detailed account management

. Developed cross-selling and up-selling opportunities within the

customer care experience

. Tracked and reported relevant customer care performance metrics

. Captured and provided customer feedback

. Developed a tiered training program for customer care representatives

RCN Inc.; New York, NY 1999 - 2003

Human Resources Sr. Manager

. Functioned as internal counselor/consultant to management staff on all

employee related issues, including progressive discipline utilization and

proactive performance management

. Facilitated the employee performance review process, that included the

wide scale migration to a pay-for-performance system which incorporated

career path planning, targeted training modules and the implementation of

company wide technical metrics

. Administered payroll and benefits, including health, life, disability,

workers' compensation and 401(k)

. Developed and implemented recruiting process and new hire orientation

procedures

. Administered employee Sexual Harassment training

. Responded to employee inquiries with regard to policies and procedures,

as well as payroll and benefits concerns

. Interacted with internal and external legal counsel on all employee

related litigation

. Implemented employee retention programs and services (i.e. health fairs,

corporate health club memberships, employee outings)

. Directly involved in the process of, and the due diligence for multiple

company wide downsizing initiatives, including the implementation of WARN

act guidelines

National Tele-Communications; Cedar Grove, NJ 1991 - 1999

Human Resources Director / Director of Operations

. Created and managed both the Human Resources and Recruiting departments

. Developed strategies for major recruiting campaigns

. Oversaw the hiring process and annual reviews of over 800 exempt and non-

exempt employees

. Conceived and implemented employee incentive compensation programs to

contribute to the companies success

. Created all company policies and procedures including the employee

handbook

. Involved directly with all labor litigation

. Oversaw the daily operation of the physical facility, as well as the

activities within each department

. Initiated the training and development of all managerial staff to develop

effective leaders

. Negotiated contracts with vendors

. Presided over the relocation of corporate headquarters, as well as layout

and expansion of 3 satellite locations

Education:

. New York Institute of Technology - HR Management

Skills:

. PC Platform; MS Office, People-Soft and Paychex HRIS

. Safety Training; CPR and AED Certified

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