Manager Customer Service

Nancy Mellinger

**** ****** **, ******, ** *****

412-***-**** (H) 412-***-**** (C) 412-***-**** (W)

**************@*****.***

Objective To obtain a position in a Senior Management Role that can

utilize my previous knowledge of all aspects of business

administration, management and human resource, working in

both a large union and non union environment with emphasis in

a client oriented service arena including but not limited to

healthcare, hospitality, sporting events, construction and

transportation.

Profile 20 years experience working in human resources, business

administration and management.

Ability to direct complex projects from concept to fully

operational status.

Goal-oriented individual with strong leadership capabilities.

Organized, highly motivated, and detail-directed problem

solver that can work independently.

Proven ability to work in unison with staff, union and

nonunion, management, board of directors and corporate

directors in a faced paced, changing venue arena.

Education B.S., Education, Penn State University

1978

Employment Regional HR Manager, SMG @ David L. Lawrence 2006-Present

Convention Center

Enforcing company Human Resources Policies and

Procedures

Maintaining compliance with federal, state and

local regulations.

Providing direction to local human resource

designees (HRD) and management on employee

issues, corporate polices and the appropriate

resolution of all employee relations matters.

Advise management on appropriate Progressive

Discipline Reports, secure needed documentation,

write and administer/record the discipline.

Coordinate and teach yearly training programs

that include Sexual harassment, Workplace

Violence and Respect, Safety, Hazard Control,

Blood Borne Pathogens but not limited too.

Recruit, interview, screen and process applicant

paperwork, train new hires

Develop strategies for critical positions,

internship initiatives and general man power

planning for assigned facilities

Oversee Health & Welfare Plans, 401k Plan and

STD/FMLA Leaves and answer general benefit

questions

Provide baseline support for Senior management

regarding basic HRIS issues/questions, labor

contract and policy interpretations

Conflict, grievance and arbitration resolution,

active participant in all labor negotiations

including Building & Trades, Carpenters,

Security, Audio Visual Technicians and Teamsters

Investigates EEOC and FLSA claims, conduct

interviews and prepare position statement

answers/paperwork

Managed all employee records including insurance

and benefit information, 401K, Health and

Welfare, FMLA, Performance reviews, transfers,

promotions and terminations.

Workman Compensation Risk Manager, Safety

Committee member

Corporate liaison on all escalating HR issues

Track Attendance, Incident Report and EEO

Tracking

File Insurance Claims with Company General

Liability and Indemnity Insurance Company

Develop and write building specific policies and

procedures in conjunction with corporate

standard policies and procedures

Administrator, prn Health Service, Inc.

East Pittsburgh, PA 1983-2006

Oversaw all day to day operations including

Sales, Scheduling, Billing, Human Relations,

Recruitment, Training, Affirmative Action and

Fiscal relations to include Billing,payroll and

cost containments.

Designed service development plans and developed

training programs to meet state, federal,

company and employee requirements and needs

Counseled and disciplined employees on defining

career and work related goals and objectives.

Maintain staffing levels in adherence to client

needs, contract requirements and company

Affirmative Action goals.

Managed workman comp program, developed and

implemented return to work procedures to reduce

the company exposure modification ratings

resulting in lower insurance rates for company

insurance.

Maintained all company standards for service

delivery for all levels of care

Provided insight on local issues to assist in

preparing the annual budget and maintained

operational objectives and goals.

Established a tiered level pay scale for

employees in order to meet both company goals

and employee needs while keeping up with the

current pay scale trends in the industry.

Managed employee benefit program and evaluated

cost effective program. Managed the process of

vendor selection and negotiations for benefits.

Identified and developed continuous improvement

programs for workforce transformations

Trained, supervised, evaluated staff, coached

manager to improve management skills and

employee relations.

Performed annual performance reviews

establishing goals for continued company growth

Substitute Teacher, Penn Hills School District, 1978-1982

Penn Hills, PA

Design and develop programs to meet the

academics, intellectual and social needs of

students

Assess student performance through the anecdotal

records, student-teacher conferences, peer

evaluation and student portfolios.

Actively engage students in the learning process

through the use of employed literature, guest

speakers, fine arts, music, songs, and encourage

participation allowing students to take

ownership of their own learning.

Deli Clerk, Mini Italia Deli Market, Pittsburgh, 1976-1978

PA

Customer Service, Deli Clerk

Relevant Experience & Accomplishments

Single point of contact for the US Secret Service

Credentialing Committee for 2009 Pittsburgh G20 Summit.

Gathered, organized, tracked and submitted over 1000

applications

To meet the large labor need for the G20 summit, recruit,

interviewed, trained and processed over 450 new hires in a

very short time frame doubling our current workforce.

Active participant in labor negotiations between SMG and the

20 different unions presently working at the Convention

Center under the Building and Trades Agreement. These include

but not limited too: Teamsters, Electricians, Carpenters,

Steamfitters, Laborers, Audio Visual Technicians, Painters,

plumbers and Steel Workers.

Member of the Company State Certified Safety Committee that

was awarded the PA Governors Award on Safety Excellence

Set up initial, ongoing and yearly education and on-boarding

programs to assist new associates in understanding company

goals and procedures to reduce employee turn over rates

Key member in introducing and implementing an automated time

and attendance time clock system to Western PA for all of the

offsite employees to ensure service delivery, increase

productivity, contain costs and improve quality assurance.

Introduced the need for constant recruitment and hiring to

ensure adequate staffing levels for the changing event venues

and customer needs

References Available Upon Request

Contact this candidate