Human Resource Resources

NICOLE E. CLARKE

**** *** *** * • Crystal, MN ***22

612-***-**** • *********@*****.***

SENIOR MANAGEMENT: DIRECTOR

Human Resources • Team Management • New Venture • Contact Center • Distribution Center

Multifaceted human resource executive with 15+ years of experience able to develop and execute sound

human resource strategies, coordinate hiring and training, implement innovative solutions for team, client and

technology problems, and lead organizational change. Proven strength in identifying and aligning the right

people talent within operations and management teams. Reputation for achieving goals, critical thinking,

continuous improvement and learning, and using resources to achieve maximum productivity.

Led the StrengthsFinder 2.0 implementation with our leadership team to identify, grow, and align each

person’s top strengths while recognizing our talent synergies and blind spots. My strengths are:

Achiever * Learner * Intellection * Input * Arranger

Human Resource Strategy • Hiring & Training • Individual Development • Organizational Change

New Venture • Call Center Management • Business Process Design • Technology Implementation

Distribution Center Management • Union Contracts • Process Improvement • Compensation Analysis

PROFESSIONAL EXPERIENCE

IN HOUSE CONNECT, Golden Valley, Minnesota • June 2005 – December 2009

New venture call center for the multi-housing industry growing to annual revenue of $500k in three years.

Director, Twin Cities Leasing Center

Human Resources, Team Management, Client Support, Technology Development

Leadership team member focused on people strengths alignment and process execution for business growth.

Managed all human resource aspects for 15 employees in 8 locations, including at-home call center agents.

Created and served in Team Manager and Client Support Manager roles before promoting internal talent.

Helped design, test and implement leasing center technology solutions for internal and external users.

• Championed HR as a strategic focus from startup: “We are in the hiring and training business.”

• Recruited, interviewed, and hired to grow from a 2-person startup to a 15-person company including

sales, client support, and a 10 seat contact center averaging 1.8 years length of service.

• Created and implemented measurable training programs for new hires, call center systems, sales

skills, and an ongoing coaching process. Performance consistently exceeds 95% benchmarks.

• Facilitated individual development through talent alignment and one-on-one strengths coaching.

• Successfully led the Leasing Team through many systems and organizational changes with open

communication and adherence to the company’s Mission & Values.

• Collaborated to define standards, script and train for incoming prospect calls and the call activity

results delivered to clients. Call center agent sales performance increased from 84% to 96% in 8

months and their quality scores from 70% to 98% in 6 months.

• Managed and directed all other human resource functions including payroll, timekeeping,

compensation, benefits, recognition programs, compliance and regulations.

• Helped design, test and implement cutting-edge, hosted call center technology and web-based

solutions to allow call center agents to handle skills based, property specific calls.

NICOLE E. CLARKE • Page 2 • *********@*****.***

HAMMEL, GREEN AND ABRAHAMSON, INC., Minneapolis, Minnesota

Full service architecture and engineering firm with 6 offices and 550 employees located in Minnesota,

Wisconsin, and California.

Contract Human Resource Generalist • October 2008 – September 2009

Senior Human Resource Generalist • October 2009 – current

Lead benefits, annual open enrollment, compensation, training, recognition, compliance reporting, and hiring

processes within a 4-person Human Resources team.

• Strategic member of HR/Finance team that transitioned all HRIS and Payroll functions to a web-

based platform with enhanced reporting and data capture capabilities.

• Led open enrollment process including systems integration, documentation, and implementation.

ST. PAUL PIONEER PRESS, St. Paul, Minnesota • September 2003 – June 2005

Minnesota’s first state-wide daily newspaper, with 1,000+ union and non-union employees.

Human Resource Generalist

Managed recruitment, staffing, performance management, training, and discrimination complaints.

• Coordinated staffing process including recruiting, screening, interviewing, and hiring. Required

ability to interview and hire at all levels, from part-time home delivery to executive level CFO.

• Coached and counseled managers on performance management, employee development, and

corrective action procedures to achieve consistency among 8 departments and 2 locations.

• Developed and delivered multiple training sessions to 120 managers on topics such as offensive

behavior, drug free workplace, and Title VII/ADEA.

• Implemented a corporate wide performance management system with a team of 10 managers,

including multiple training sessions, on-going coaching, and monitoring performance.

TARGET CORPORATION, Minneapolis, Minnesota • November 1996 – April 2001

Leading national retailer with 220,000 employees at over 1,300 stores and distribution centers.

Line Manager (1998-2001)

Managed 40 non-union team members across 3 shifts at a 350 employee soft goods distribution center.

• Managed relocation of three departments with the senior management team and corporate resources

to facilitate the closing of a distribution center.

• Developed Performance Improvement Plans and Individual Development Plans with shift

supervisors, improving department opinion survey scores by 4-5% in one year.

Senior Human Resource Representative (1996-1998)

Supervised the HR functions at a furniture distribution center with 150 union and non-union employees as

well as performed the HR functions at a soft goods distribution center with 350 non-union employees.

• Coordinated union contract negotiations with senior management and compiled a strategic strike

action plan, resulting in a three-year contract ratification.

• Administered all HR records and payroll for all full- and part-time employees, ensuring compliance

with policies, procedures, and state and federal laws.

EDUCATION

BA, Psychology

St Olaf College, Northfield, MN

Magna cum laude

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