Customer Service Human Resources
Resume:
M. SCOTT DAUENHAUER
Erieville, NY 13061
*******@*****.**.***
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EDUCATION
Human Resource Certification Institute Senior Professional in
Human Resources (SPHR)
Certification
University of Rhode Island M.A. Communication
Studies
Kingston, RI
Thesis: The Rhetoric of Colin Powell
State University of New York College at Brockport B.S. Communication
in Business
Brockport, NY
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EXPERIENCE
The Hartford Financial Services Group, Clinton, NY
Nov 2003 - present
Human Resources Director
. Provide HR support to the Business Insurance Operations management teams
overseeing approximately 1500 employees including Customer Service Call
Centers, Small Commercial Underwriting, and Operations support
. Lead the HR team supporting the Business Insurance Operations group
countrywide including the HR Consultants overseeing Operations at the
Charlotte, New Hartford, and San Antonio business centers
. Partner with business leaders to assess, develop, and drive changes to
the workforce and business models to optimize current and future
performance - includes staffing, restructuring departments, compensation
programs, creating/eliminating positions, retention/engagement
initiatives, remote work, and outsourcing programs
. Oversee talent management, recruiting, and leadership development
including comprehensive talent reviews, succession planning, coordination
of leadership development programs, and coaching Managing Directors
. Serve as primary instructor for management level courses to include
Leading Through Rapid Change,
Reduction in Force, Diversity & Inclusion, Leadership, Compensation, and
Performance Management
. Additional duties: Partner with legal on position eliminations & complex
ER issues/investigations, represent field on corporate HR committees,
advisor for community and workplace events, and crisis management
Human Resources Manager
. Provided strategic and tactical HR support to the Northeast Business
Center (600+ employees) and served as HR field lead for countrywide Small
Commercial Operations, and two regional offices: NY State and NY City
. Partnered with Regional Vice Presidents and Managing Directors to manage
leadership movement, recruitment,
staff vulnerability, compensation programs, performance management,
and complex employee relations issues
. Worked with Senior Leadership as HR lead to restructure and consolidate
Small Commercial Underwriting and
Operations in the three major centers - New Hartford, Charlotte, and
San Antonio
. Led change management initiatives across multiple levels for technology
transition to Fidelity encompassing the following systems: Hiring, Time
Entry, Attendance, Performance Management, and Compensation
. Created a staff vulnerability analysis for the Sales and Underwriting
population and implemented countrywide
to better manage internal movement, retirement planning, and staffing
levels - received HR Excellence Award
The Home Depot Corporation, Canton, MA Jan
2002 - Nov 2003
Divisional Human Resources Manager
. Oversaw the Human Resources functions for the Albany, Syracuse,
Rochester, and Buffalo districts
including 27 stores, including supervision of Store Human Resource
Managers to support 5,000+ employees
. Partnered with District Managers in driving customer service and
providing direction to Store Managers and
HR Managers on staffing, communication, career progression, employee
relations, and compensation issues
. Implemented Organizational Development initiatives including Performance
Management, 360 degree feedback
process, Employer of Choice surveys, Learning Curriculum, Benefit
and Compensation programs
M. SCOTT DAUENHAUER (continued)
. Served as primary management instructor for: Conflict Management, Working
Together, Workplace
Investigations, Union Avoidance, and Compliance/Conflict of Interest
Training
. Analyzed trends and used data in decision making/report generation to
Operations and HR Vice-presidents
surrounding Hiring/Placement, Retention, Employee Relations and
Gender and Diversity issues
. Additional duties: EEOC and Unemployment hearings, Store Grand Opening
hiring and training, Management
recruiting, Dept of Labor partnership, Town hall Meetings, Alert-
Line Calls, and Community Activities
CVS Corporation, Woonsocket, RI July 1998
- Jan 2002
Human Resources/Employee Relations Specialist
. Worked with HR Director to manage the staffing needs for a distribution
center of over 900 employees
. Served as a liaison between employees and management to resolve employee
relations issues, improve retention, worked with management to ensure
fair treatment and develop management employee relations skills
. Conducted supervisory training: Leadership, Diversity, Sexual Harassment,
and Union Avoidance
. Facilitated Improvement Action Teams, Focus Groups, Communication
Meetings, and Activities Committee
. Supervised three HR Assistants to manage vacation scheduling, payroll,
FMLA, and benefits administration
. Additional duties: Alternate Dispute Resolution Process (ADR), New
Employee Orientation, Safety Task Force,
Improvement Action Plan board, conducted job fairs, interviews, and
career counseling
Production Supervisor
. Supervised 54 line workers, 11 equipment operators, and 2 group leaders
to ensure timely order fulfillment and
shipment of goods to approximately 600 stores throughout New England
. Maintained the budgeted cost per piece ratio, productivity levels,
facility housekeeping, and staffing levels
. Staffed and integrated new 3rd shift while overseeing completion of
Material Handling Initiative (MHE) project
General Cable Corporation, Athens, GA Feb
1997 - July 1998
Production Supervisor
. Supervised 34 machine operators, 2 process technicians, and 2
maintenance technicians to maintain continuous
operations in a building wire manufacturing plant
. Oversaw production of the three main departments: Wire drawing,
Extrusion, and Rewind
. Managed production lines, coordinated repairs, prioritized orders,
promoted safety, and ISO quality standards
. Additional duties: Inventory Control, Waste & Accident Reporting,
periodic Purchasing, Shipping & Receiving
Airborne Express Corporation, Syracuse, NY Dec
1995 - Feb 1997
Field Services Supervisor
. Supervised 45 drivers and 8 customer service agents to manage customer
relations, fleet, and freight operations
. Resolved customer service problems working directly with customers and
tailoring services to meet their needs
. Managed sort and dispatch operations, payroll, hazardous material
inspection, international orders, driver
training programs, aircraft loading procedures, and delivery of key
account shipments
United States Army, Medical Service Corps, 25th Infantry Division, HI
Oct 1993 - Oct 1995
Division Medical Operations Officer/Multinational Force Medical Operations
Officer
. Planned the distribution of medical assets and coordinated patient
evacuation to Corp level treatment facilities
. Monitored patient flow, disease trends, and hospital admissions to
provide optimal care for 8,000 soldiers during Multinational Force
deployment operation in Haiti
. Supervised the movement/placement of 46 Officers and oversaw the Medical
Review Board process
. Achieved 90% efficiency rating, 20% above goal for evacuation of 3,000+
casualties during battle exercise
. Awards: Joint Service Commendation, Army Commendation, Expeditionary
Forces medal, Parachutist badge
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PROFESSIONAL AFFILIATIONS
. Society for Human Resource Management
. Veterans of Foreign Wars
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