Customer Service Human Resources

LINDA A. WILLIAMS-DUNN

** ****** ******

Norwalk, Connecticut 06854

203-***-**** Home ~ 203-***-**** Cell

Email: *********@*******.***

SUMMARY:

An Administrative/Human Resources Director with Sr. Training and

Development experience and expertise in human resources, designing,

developing and delivering leadership, technical and team training. I

succeeded by guiding, leading and teaching others and by being a team

player. Works cross-functionally and collaboratively with multiple

business units. A driver of change with strong communication, facilitation

and conflict management skills.

EXPERIENCE:

NORWALK DOUBLETREE HOTEL/HORIZON STAFFING (TEMPORARY POSITION) 12/2009

- Present

Acting Human Resource Director

I actively supported over 125 employees with all their HR needs.

Right hand person working for and reporting directly to the General

Manager.

Direct and oversee the Human Resource Department including but not limited

to

* Accurate and up-to-date personnel files

* Weekly payroll processing through Unifocus, ADP and Paychoice systems.

* AD Hoc Reporting

* Open Position Recruiting

* Compensation and Benefit Package processing

* Employee/management Relations

* New Hire Orientations

* Ongoing Legal Compliance such as OSHA reporting, EEOC and Labor Law.

NEW BEGINNINGS COMMUNITY CHURCH FORMERLY NLCF, Darien, CT 8/2004 -

12/2009

Administrative Director/Human Resource Director

I was the overseer of the ongoing development and administration of the

NBCC office.

Executive Assistant to the SR. Pastor and Chief Operating Officer.

Direct and oversee the Human Resource Department including but not limited

to personnel files, staffing and recruiting needs, compensation and benefit

packages, employee/management relations, development and ongoing

implementation of policies and procedures, employee training and

orientation, and ongoing legal compliance

Coordinate administrative functions of the church, such as: Setting up

conference rooms, Catering functions for special events, Event shopping,

Meet and greets for events, Meeting set-up, Baby Dedications, Weddings, and

Baptisms.

Conducted the weekly Staff meetings.

General oversight of the office such as:

> Supervision of nine staff members.

> Maintaining a professional environment that meets NBCC's standard

of excellence;

> Keeping up-to-date phone announcements/messages;

> Keeping the office clean, organized and coordinated at all times.

. Research new business procedures, computer techniques and anything else

related to office management and Human Resources.

GEORGIA PACIFIC, Norwalk, CT 3/1999 - 1/2004

Senior Training & Development Professional/Team Consultant

I developed, designed and delivered training programs for over 150

employees in the Customer Service organization.

Recipient of a Service Excellence Award for leading the first problem-

solving initiative that improved profitability by 5%. Utilized throughout

the organization based on success of initiative.

Drove SAP training development, delivery and system implementation

resulting in the integration of two organizations onto one system platform.

Initiated and gained senior management approval for implementation of a

Customer Service Reward and Recognition program. Improved productivity and

morale during company merger and acquisition.

Designed and delivered competency-based leadership development curriculum,

improving employee retention and skill development.

Supported company key performance improvement on-time initiative through

the development and delivery of job aids. Implementation resulted in 3%

cost savings for on-time performance.

Launched and led cross-functional Change Readiness Communication Team

delivering 12 newsletter editions to customer service organization,

creating greater change awareness and cross-company communication. Used by

executive leadership in monthly business reviews.

FORT JAMES CORPORATION, Norwalk, CT 6/997 - 3/1999

Order Management Team Leader (Acquired by Georgia Pacific)

I held a managerial role within the Customer Service organization

responsible for a staff of 15+ Customer service/Call center employees.

Ensured ongoing review of exception reports, identifying deviations to

upper management to ensure flawless execution of business results.

Learned new COSMOS system and trained 15 customer service staff members to

operate system.

Reviewed policy and procedure reports to drive compliance. Standardized

procedures between divisions.

Evaluated and selected vendor coaching curriculum. Implementation improved

coaching skills by 50%.

Oversee Call center operations for Order Management Customer Administration

Coordinators.

JAMES RIVER CORPORATION, Norwalk, CT 3/1995 - 6/1997

Coordinator of Training and Performance Improvement (PSIP) (Merged with

Fort Howard)

I conducted training, development and delivery for Project SAP integration.

Collaborated with training team to develop, deliver and maintain Criterion

Referenced Instruction training materials for SAP implementation, saving

the company approximately $100K over three years.

Interviewed, hired, trained, and coached new training coordinators as

senior coordinator.

Assisted in the creation of e-learning pilot program and e-learning

training initiative to support the SAP rollout. Achieved $5K in cost

savings for training materials.

EDUCATION AND PROFESSIONAL DEVELOPMENT:

B.A., Business Management, Alameda College On-Line-Pending

A.S., Data Processing/Computer Science, Norwalk Community College, Norwalk,

CT

Certificate in Accounting and Data Processing, Stamford Urban League

Training Center for Business Skills, Norwalk, CT.

Dale Carnegie Graduate

PROFESSIONAL MEMBERSHIPS:

International Society for Performance and Improvement Member

Institute of Management & Administration, Inc. - Member

Board of Director/former Chairperson - Mutual Housing Association of

Southwestern Connecticut

Board of Director - Stamford Head Start Program

Secretary and President of the NCC Computer Club

United Way Volunteer and contributor

Skills/Certifications:

. Microsoft Word, PowerPoint, Outlook, Access & Excel

. SAP - Systems Applications & Products in Data Processing- Sales and

Distribution, Materials Management and some Warehouse Management modules.

. CRI- Criterion Referenced Instruction, Robert Mager

. Oracle Discoverer 3.1

. DDI-Skills for an Empowered Workforce

. Price Pritchett - Managing Sideways

Numerous Training and Development programs, i.e., Course Manager, Coaching,

and Change Management.

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