Customer Service Manager
Resume:
Tamara Murphy **** MacIntosh Ct. . St. Peter, MN *6082
C: 507-***-**** .
***********@*******.***
HUMAN RESOURCE MANAGER
Proven Leader & Catalyst For Change in Delivering Mission-Critical Human
Resources Results
Polished Human Resources Manager with high-caliber cross-functional
qualifications and proven multi-site leadership talents for both private
and public companies. Successful in creating, building, growing, and
directing HR departments from the ground floor in start-up and expanding
organizations to align with overall strategic business objectives. Champion
and driver of continuous improvement programs and lean enterprise
initiatives. Consistently successful in conceiving, structuring,
negotiating, and executing solid development strategies for diverse,
dynamic, high-growth and transitioning enterprises. Innovative, instinctual
and insightful with a deep empathy for employee needs and the ability to
effectively reach people at all levels of the organization.
Core Competencies include:
Strategic Business Planning Six Sigma Policy Development &
Management Development Quality Assurance Implement
Programs Management Workforce Planning
Lean Enterprise Processes Internal Organizational &
(Kaizen, Value stream Coaching/Consulting Employee Development
mapping, 5S) HRIS Implementation Benefits Creation and
Process Redesign & Change Recruiting & Staffing Administration
Management Initiatives Compensation Structuring
Relationship Building & Employee Relations
Buy-In Consensus Team Building &
ISO9000:2000/ISO13485:2003 Leadership
Professional Experience & Accomplishments
Winland Electronics Inc. - Mankato, MN
Public company engaged in designing and manufacturing high quality
electronic circuit boards and proprietary security systems.
HUMAN RESOURCE MANAGER 2007-2009
Recruited to serve as a member of the Executive Board consulting with the
CEO on massive company restructuring. Transitioned company through
downsizing of staff, implementation of lean manufacturing, establishment of
an HR department, and office renovations. Managed Risk Management, ADA,
EEO, FMLA, FLSA, unemployment and other potential litigation. Developed and
implemented policies and procedures for staffing, HR SOX implementation and
compliance and all other regulation compliance implementation. Managed
generalist functions with direct reports.
Accomplishments:
. Implemented a complete HRIS system within six months, including a
training database, an employee pay for performance system, people
management tools, and a complete office/administrative overhaul toward
eHr (paperless).
. Designed and implemented a cost effective benefit program to optimize
coverage while satisfying employees and meeting the company's budget.
. Restructured staff through implementing layoffs at all levels as a result
of implementing lean manufacturing.
. Led the Safety and Security Committee and played a key role in raising
company standards to meet OSHA regulations.
. Successfully managed change initiatives due to Owner/CEO retirement of 30
years, management restructuring and company downsizing.
. Developed and implemented electronic Pay for Performance system.
. Developed and executed HR transaction process to ensure compliance,
follow-up and ease the company's challenges.
. Developed and implemented succession plans for all key positions which
included training programs, leadership development, cross function
utilization.
. Successfully maintained and reduced financials for total company human
capital, business supplies, training, benefits and compensation and
facility maintenance.
. Successful project management assignments including developing action
plans for all company functions in obtaining the company's vision, cost
reduction and customer service excellence within the company's core
values by stream lining processes, eliminating challenges and integrating
a total company team effort.
... cont'd
HR MANAGER/professional experience and accomplishments -
Cont'd. from Page 1
Pearson, Assessments & Information - Owatonna, MN
Leading provider of assessment and education data management services in
North America. The facility in Owatonna is a digital print operation
providing short-run and print-on-demand products, typically custom client
applications such as state school test booklets, professional testing
materials and assessments.
Human Resource Manager 2004-2007
Recruited to manage employee relations, training, benefit administration,
facility communication, policy development and compliance. Developed,
communicated and administered policies and procedures. Recruited and
orientated both exempt and non-exempt employees. Managed Risk Management,
ADA, EEO, FMLA, FLSA, unemployment and other potential litigation.
Consulted with and coached the Leadership Team, as a strategic business
partner, on areas including employee relations, budgeting, succession
planning, change management, performance management, lean manufacturing,
Six sigma, Value Stream Mapping, Kaizen, 5S program, quality assurance,
benefits, compensation, and bonus and incentive plans.
.
Accomplishments:
. Planned and executed communications preparing employees for downsizing
prior to the consolidation and sale of part of the company. Developed a
retraining and job search assistance program, provided counseling to
staff, and successfully relocated 97% of affected employees into the
company's call center operations which were expanded into the Owatonna
facility.
. Problem solved the layoff of employees and the needed expansion of
multiple corporate customer service departments by challenging corporate
function standards. This involved working with corporate IT, executives
and project management to transfer existing customer service functions
from Iowa and Texas locations to Owatonna, MN. Through careful
implementation, standardizing processes and a fail proof training plan,
we were able to transition all employees successfully into new positions
without interfering with corporate customer service standards. As a
result potential layoffs were eliminated and the purchase of additional
real estate to establish an additional call center was avoided.
. Successfully managed change initiatives as a result of the Plant Director
of Operations retirement after 25 years and management restructuring to a
straight line management team.
. Created and implemented a leadership development program.
. Train the trainer for leadership skills.
. Improved facility communication processes through implementing a variety
of electronic, visual, and auditory systems.
. Received the Southern Minnesota Award for Best Retention Program in a
Large Company over companies such as IBM, Wagner and SPX.
. Created, implemented and maintained Pay for Performance compensation
plans, combined with Employee Development Systems, resulting in reduced
employee turnover.
. Analyzed and developed training course materials for both individual and
entire facility development including exempt and non-exempt employees.
. Led the Safety Committee and Wellness programs, during which time the
record of accident reduction improved by 60%.
. Successful succession planning development and execution.
. Developed and implemented HR processes for consistent and standard human
capital development by supervisors and upper managers.
. Assisted total company, individual departments and employee goals by
determining staffing needs, designing unique training programs and by
being a direct presence of involvement.
. Change management champion by consistently challenging the status quo for
improvement and execution. Utilized all levels of human capital in
developing standardized work instructions for all functions.
... cont'd
HR MANAGER/professional experience and accomplishments -
Cont'd. from Page 2
Target Stores - Louisiana, Mississippi, Iowa, South Dakota, Wisconsin &
Minnesota
Second largest discount retailer in the US, ranked 28th on the Fortune 500;
2008 revenue: $64.948B; operating income: $3.536B; 351,000 employees in
2009.
Human Resource Manager 1987-2004
Served as Human Resource advisor/coach providing strategic leadership,
coaching and training for multi-store leadership teams in stores with
annual sales volumes of $12M to $50+M. Developed and led an average of 250
team members per site at up to 13 sites per district. Oversaw payroll,
scheduling, benefit administration, compensation, recruiting, staffing,
succession planning, orientation, and scheduling. Served as Resource,
District Trainer and Assessor for non-exempt and exempt positions. Oversaw
HR team consisting of up to 13 reports at remote locations. Managed risk
management, ADA, EEOC, unemployment and other potential litigation.
Communicated and coached all members on policy and procedure compliance.
Oversaw multiple field locations along with direct location. Total store
involvement by being a part of the store management team and leading day to
day business activities and customer service.
Accomplishments:
. Successfully traveled to and oversaw all Target Stores in LA and MS to
raise and maintain standards by reviewing key processes in HR and total
store and then making recommendations and developing plans in partnership
with key personnel for successful execution.
. Coach and consultant for all levels of management including Store
Managers on employee relations, store operations and successful store
execution in all areas including; logistics, sales, customer service and
human resources.
. Developed and implemented new processes and systems including employee
development, performance and scheduling.
. Member of corporate project teams to improve total company processes and
technology to standardize throughout the company.
. Implemented standard processes in HR in multiple stores in Minnesota,
Iowa, Wisconsin, South Dakota, Mississippi and Louisiana by assessing the
needs, developing the plans and training of HR and entire management team
for success. Revisited stores for follow-up, trouble shooting, support
and to ensure compliance.
. Received an award for numerous piloting and implementation of new
processes and technology for Target stores including Best Methods/Lean
implementation.
. Recipient of an award for Contributions and Dedication in Assisting
People Back into the Workforce by the MN Workforce Center.
. District and Regional trainer for exempt and non-exempt employees at
multiple sites on Leadership skills, performance improvement skills,
diversity and annual required training.
. Community involvement through Junior Achievement, local SHRM
organizations, DECA judge for technical college students and multiple
volunteer projects.
Education & Credentials
BS, Business Administration/HR - Capella University, Minneapolis, MN GPA:
4.0/4.0 . Graduated with Highest Honors
Professional Development:
Currently enrolled in Graduate studies in Instructional Design for Online
Learning and Human Resources
Pearson People Development Network, Target University and Leadership
Training
... cont'd
HR MANAGER/education & credentials - Professional development - Cont'd.
from Page 3
Certificates in Business Marketing, Sales and Legal Office, Rasmussen
Business College
Classes in Right Management Training for HR Certification, Employment Law,
Managing Multiple Generations and Union Prevention, growth and compliance
in human resources and business management
Guest speaker for Human Resource engagement on Succession planning and
Training and retention programs.
Associations:
Human Resource Professionals of Minnesota . Southern Minnesota Diversity
Workforce Focus Group
Local and National Society of Human Resource Management Organizations .
Women Executives in Business
Letters of Recommendation
March 2009
To Recruiters and Hiring Executives:
I am writing this letter on behalf of Tami Murphy who is seeking employment
with your organization. I have known Tami for over five years in the
capacity of a sourced vendor of organizational development and
effectiveness services. I am very familiar with Tami and feel confident in
fully and enthusiastically recommending her for an HR executive position
within your organization.
Tami is a gifted and very experienced Human Resources professional equipped
with skills and competencies that would add tremendous value to your
organization. Not only skilled in some of the basic, traditional elements
of HR, such as compensation and benefits, recruiting, and staffing, Tami
brings with her a big-picture orientation toward human capital and the
human systems that operate businesses. She has worked successful as a
strategic business partner with her fellow executives, forging credible and
value-added relationships with operations, business development, customer
service, accounting, technology, as well as other departments. Further,
she has been a support and advocate for the "common employee" while also
holding and promoting high standards of conduct for employees. She also
recognizes the vital role of HR in cost containment and in ensuring
business/operational efficiency. Tami's skills in performance management,
leadership development (including succession planning and the
implementation of "High Potential" grassroots talent assessment and
development programs), and business efficiency programs (e.g., 6/7 Sigma,
ISO, Lean, Quality Improvement programs) make her an ideal candidate for
the role for which she is currently applying.
Tami has an impressive list of accomplishments, including developing entire
employee evaluation and development (i.e. Performance Management) programs
from scratch. She is also well-connected with outside sources that can aid
her and the organization in creating and maintaining an extremely high
performing Human Resources department.
On the personal competencies side, Tami is: dedicated, motivated,
hardworking, and intelligent. She knows when to be kind and gentle and
when to be assertive and direct. She holds herself to high standards of
excellence and will do the same with her team and the entire workforce but
in a fair, kind, and respectful manner. I am also impressed with Tami's
ability to assess very quickly both the strengths and deficits of leaders,
workers, teams, and departments and then work toward improving them.
Please call me if you have any questions.
Sincerely,
Steven H. Turner, Ph.D. - President
AGI Consulting
***********@*******.***
Contact this candidate