Customer Service Sales
Resume:
WENDY K. DOLAN, SPHR
**** **** ******* **** ****, Suite 27
Phoenix, AZ 85014
**********@*****.***
HUMAN RESOUECES MANAGER with 16 years experience as Human Resource and
Organizational Development Director, eight years as Senior Executive with
proven ability to achieve results through initiative, teamwork and
innovation. Over 10 years experience as Entrepreneur marketing HR &
Leadership Solutions to Small Business Owners, Private mid-size
organizations and Fortune 100 companies. Three years of Real Estate sales
success. Outgoing, enthusiastic, and driven performer dedicated to
exceeding sales goals and maintaining 100% client retention. Demonstrated
success in partnering with business leaders to design and execute solutions
to meet client's needs. Excellent presentation and negotiation skills
combined with proven ability to create and maintain successful
relationships at all levels.
EXPERIENCE/ACCOMPLISHMENTS
NORTH SCOTTSDALE CHAMBER OF COMMERCE 2009-
Present Sales Executive
. Sold 18 Chamber Memberships in first 45 business days during challenging
economic times.
INSTANT RENTERS/THE GRANDON GROUP, Scottsdale, AZ
2009-Present
KELLER WILLIAMS REALTY PLATINUM, Phoenix, AZ
2006-2009
Partner/Agent
. Negotiated 8 Short Sales in 4 months and Named "Rookie of the Month"
for completing 4 sales and 2 listings within first 100 days.
. Earned Certified Negotiation Expert (CNE) Certification in 2008.
Successfully negotiated Contract with City of Phoenix, Relocation
Department resulting in $2,000 reduction in Seller's Costs and closed
escrow within 30 days.
HOSPITALITY TRAINING CONSULTANTS, Phoenix, AZ and San Leandro, CA.
1998-2006
Owner/Executive Sales Consultant
. Conducted Needs Analysis, designed, developed and secured $360,000
Training Grant funded under the California Employment Training Panel
(ETP) program. Designed a 2-Day New Hire Orientation Program for two 5-
Diamond resorts.
. Developed and delivered a 5-Day Supervisory Development Training Program;
incorporating multimedia materials and adult learning techniques
producing 20 promotions into managerial positions within 12 months.
. Sold over 30 different HR & Leadership Development programs. Certified to
facilitate: 7 Habits of Highly Effective People; DDI's Targeted
Selection; SHRM's Fundamentals of Human Resource Management and HRCI
Certification Study Program; courses designed to introduce principles of
HR strategies and prepare HR professionals for the SPHR/PHR Certification
exam. Also, certified NRAEF ServSafe and Myers-Briggs (MBTI) Instructor.
SMC PROMOTIONS, INC, Phoenix, AZ 2004-
2005
Inbound & Outbound Sales Representative
. Promoted to Inbound service desk within 90 days. Handled high influx of
calls within a dynamic call center sales environment. Managed customer
relationships and maintained effective results in a quota driven
workplace. Utilized telemarketing techniques to help others achieve
their dreams in building their own home based business.
SPHERION, San Francisco, CA
2001-2003
Executive Coach/Career Consultant
. Coached executives, individuals and groups with job transition process
teaching resume writing, interviewing and negotiating skills. Assisted
nearly 100 participants in organizing successful job search marketing
campaigns and securing new employment.
. Facilitated and customized over 30 career continuation workshops for
employees affected by company downsizing. Prepared, trained and coached
managers for Reduction in Force (RIF) communications; reducing anxiety
and improving delivery to affected staff. Provide on-site notification
support counseling for managers and employees.
SHEA HOMES, Northern California Division, San Jose, CA.
1999-2000
Director of Human Resources
. Aligned compensation strategy to achieve internal equity throughout
organization, decreasing employee turnover by 30% in a highly competitive
labor market. Developed a new recruitment process which reduced
outplacement costs by 80%. Implemented flexible workweek schedule and
improved employee satisfaction.
. Created and implemented an employee retention strategy for division's
move out of San Jose/Silicon Valley and co-designed a new 54,000 square
foot office location with state-of-the-art training facilities resulting
in 100% employee retention.
MARRIOTT INTERNATIONAL 1987-1998
Director of Training & Employee Relations, San Francisco, CA
1996-1998
. Designed and coordinated property training strategy centered upon key
competencies for 120 managerial and 1200 hourly associates. Conducted
training needs analysis and provided internal consulting for 31
departments; including customized Team Building Sessions utilizing
Adult Learning Techniques.
. Developed and supervised a Training Cadre of 24 facilitators who
delivered an array of customer service-orientated training programs to
managers, supervisors and hourly associates resulting in 6% improved
Employee Workplace Satisfaction.
Director of Human Resources, Aberdeen Woods Conference Center, Peachtree
City, GA 1993-1996
. Designed and facilitated Hospitality Skills Training program resulting
in an 11% increase in overall Customer Satisfaction. Served as
Regional Task Force Human Resources Director opening 3 new Conference
Centers. Actively participated in HR Business Councils and Field
Trainer's Network supporting implementation of Corporate, and Regional
business decisions and initiatives.
Division Training Manager, Education Services West, Dallas, TX
1991-1993
. Provided training consulting and facilitation services for 20 District
Managers covering a 15-state territory. Co-designed and facilitated an
8-Day Introduction to Management Training Program that defined company
culture, outlined procedures and provided skill-based training in the
areas of employment, food and finance.
Food Service Manager, University Food Service, Davis, CA
1990-1991
. Provided operational management; supervising 120 employees and serving
1200 campus residents. Maintained high levels of customer service and
exceeded production standards through teamwork and creativity. Taught
Serve Safe , Food Safety Certification course and served as District
Safety/Risk Management Coordinator.
Human Resource & Training Manager, University Food Service, Davis, CA
1988-1990
. Established new HR and Training Office. Standardized policies,
procedures (SOP's) and selection tools resulting in a 25% reduction in
recruiting and hiring costs for 13 departments in 12 months.
Implemented new software program increasing HR Office efficiency by
75% in 18 months.
Division Human Resource Representative, Education Services West, Los Altos,
CA 1987-1988
. Supported HR System initiatives during Saga's merger with Marriott
International increasing associate satisfaction.
EDUCATION AND CERTIFICATIONS
Licensed Realtor, Phoenix, Arizona
Senior Professional in Human Resources Certificate (SPHR), Human Resource
Certification Institute
SHRM Human Resource Development Program, University of Dallas, Dallas,
Texas
Bachelor of Science (B.S.), Managerial Economics, University of California,
Davis, Davis, California
PROFESSIONAL ASSOCIATIONS AND COMMUNITY SERVICE
National Association of Realtors (NAR), Phoenix Association of Realtors
(PAR), ASTD and SHRM
Unity of Phoenix
2003-present
. Serve as Co-Facilitator in Children's Ministry and Prayer Chaplain
San Leandro Chamber of Commerce
1998-2002
. Co-Chair Small Business Network; Board of Directors and President
of Women in Business Committee
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