Customer Service Manager

Hope Alwine, PHR http://www.linkedin.com/pub/hope-alwine-phr/1/765/56

**** ******* **** ****: 615-***-****

Madison, TN 37115 ****.******@*******.***

SUMMARY

EXPERIENCED HUMAN RESOURCES PROFESSIONAL WITH PROVEN SUCCESS IN HR

GENERALIST, RECRUITING, MANAGEMENT AND CUSTOMER SERVICE. HIGHLY EFFECTIVE

IN PARTNERING WITH MANAGERS TO INFLUENCE EMPLOYEES TOWARDS ORGANIZATIONAL

GOALS. STRONG ANALYTICAL, ORGANIZATIONAL, PLANNING AND IMPLEMENTATION

SKILLS. ABILITY TO WORK INDEPENDENTLY OR WITH A TEAM. RESULT-ORIENTED

TEAM LEADER AND PROBLEM SOLVER WITH HIGH LEVEL OF OPERATIONAL INTEGRITY.

Expertise in

HR Policies and Training and Employee and Labor

Procedures Development Relations

Performance Management Recruitment and Benefits Management

Selection

PROFESSIONAL EXPERIENCE

Dollar General Corporation, Goodlettsville, TN 2005 - 2010

Senior Manager, Field Human Resources / Talent Acquisition

Managed team of up to 9 Field Recruiters and Field Trainers. Partnered

with Sr. Directors, Directors and Regional Managers to provide professional

consultation and advice in the areas of talent assessment, succession

planning, employee relations and training and policy guidance. Maintained

open communications with all support departments. Assisted with staffing

needs for 2200+ stores in 11 states.

. Conducted employee relations investigations by responding to employee

response center complaints, Responsive Employee A C H concerns and Lost

Prevention concerns resulting in creating an employment of choice

environment.

. Created full life cycle recruitment process for Management levels, ran

pilot program, tracked and presented to executives that would have freed

up time of District Managers, on boarded candidate quicker and

standardized the process.

. Maintained 99% staffing of Management positions within division with

weekly conference calls, one on one strategy calls with recruiters,

supporting events, creative networking and tracking ROI to ensure time

and effort.

. Placed 50 positions per month through recruiting teams, conference calls

to identify needs, hiring events and diversity partnerships.

Weaver Popcorn Co., Van Buren, IN 2003 - 2005

Human Resources Generalist, Contract Position

Recruitment and on boarding by managing drug screens, background checks,

presenting offers, scheduling orientation and new hire paperwork.

Maintained active communication ensuring manager's needs were evaluated and

met; kept track of all departmental requirements. Communicated policies

and procedures. Created, administered and tracked all advertising.

Compiled and reconciled departmental budgets.

. Maintained employee relations and assisted in HR generalist functions

using floor walks, open door policies, communication, partnering with

supervisors and supporting HR manager.

MarkHon, Inc., Wabash, IN 2001 - 2003

Human Resource Manager / Safety Manager

Managed new-employee orientations, career pathing program, employee

relations and outplacement counseling, exit interviewing. Provided benefit

administration to include claims resolution, change reporting, invoice

approval, annual re-evaluation of policies for cost effectiveness,

information activities program, and cash flow. Managed full recruitment

process. Participated in leadership staff meetings. Administered hourly

and salary payroll. Evaluated reports, decisions, and results of

department to established goals.

Hope Alwine, PHR Page Two

MarkHon, Inc. (Continued)

. Developed and administered human resources plans and procedures for

hourly and salaried employees resulted in updated employee handbook.

. Negotiated contract, proactively, for hourly employees to ensure

certification of collective bargaining.

. Updated, re-implemented and maintained all safety training processes and

procedures meeting OSHA and ANSI guidelines. Initiated OSHA on site

consultation, identified and implemented machine safety compliance,

administered and submitted Form 300, developed and taught monthly

training.

. Developed and maintained affirmative action program; filed EEO-1

annually; maintain other records, reports, and logs resulting in

compliance with EEO regulations.

. Established and maintained department records and reports by revamping

and separating workers compensation, insurance, attendance and

disciplinary actions.

Bendix / Honeywell, Huntington, IN 1992 - 2001

Customer Service Representative 2000 - 2001

Inventory Accuracy Specialist 1998 - 2000

Remanufacturing Technician 1992 - 1998

EDUCATION

. BS, Indiana Institute of Technology, Fort Wayne, IN

- Dean's List: Magna cum laude

- Honor Society: Alpha Chi Honor Society

Technical Skills

TALEO APPLICATION EXTENDER

LAWSON KENEXA

AS / 400 MS OFFICE

MS OUTLOOK SOCIAL NETWORKING

PROFESSIONAL DEVELOPMENT

. High Impact Recruiting - Paul Siker

. S.M.A.R.T. Interviewing and Hiring

. Positive Employee Relations

. Increasing Human Effectiveness through Edge learning Institute

. Total Quality Management through Bendix / Allied Signal

. ISO / QS 9000 Certification

. Certifications: Certificate: CPR / First Aid Instructor, American Red

Cross, Wabash, IN

. Memberships: Treasurer, Wabash Area Personnel Association (WAPA),

Wabash, IN

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