Customer Service Human Resources

Amy Civilikas, PHR

***** **** ****** ** ( Reston, VA 20191

Phone: 703 850-

**** ( Email:

******@*******.***

http://www.linkedin.com/in/amyhoodphr

Experienced HR Manager/Generalist with a background in employee

development, training and employee relations within highly diverse

companies. Excellent communication skills and maximizing

relationships in global companies. Experience includes managing HR

Team to achieve recruiting, retention, and customer satisfaction goal.

Business savvy professional with a drive and passion for developing

talent.

Career Includes Achievements In:

Master of Science Degree Employee Recognition

Unemployment Compensation

Certificate in Human Resource Management Legal and

Compliance Issues Workers Compensation

PHR Certification from HRCI Employee Satisfaction Surveys

Benefits Administration

Employee Relations Interdepartmental

Communications Leadership/Management Development

Training and Development Succession Planning

Recruiting

FMLA Branding Business

Partner

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Experience

Sheraton Reston

2008 - Present

Human Resource Manager

Department Head responsible for human resources needs for two

properties with a staff of 200 associates. Support Human Resources

Director and management team to ensure our organization meets goals

that include employee and customer satisfaction. Advise department

managers regarding performance management, annual reviews and employee

relations issues within respective departments. Ensure content of

performance management documentation contains proper information and

supports Human Resources Policies. Lead strategic recruiting efforts

for both management and hourly positions.

. Developed and implemented employee development recognition program

that is cost efficient and reaches all departments within

the organization. The program has improved day-to-day employee

recognition and response has more than doubled since

roll-out.

. Designed Behavioral Interviewing Program to streamline the

recruiting process, reduce time-to-fill positions, and attract and

retain top talent.

. Selected to pilot new Applicant Tracking System to corporate

management company which include 68 hotels. Partnered

with system administrators to perform systems tests prior to

rollout. Facilitated web-based training for rollout of new system

and

provide technical support to HR Managers and Directors in the

field.

. Achieved score of Excellent on HR Audit of all employee files, I-9

compliance, Worker's Compensation records, benefits

administration, associate requisition procedures, OSHA compliance,

and all applicable federal, state and local laws.

. Certified Property Service Culture Trainer for Starwood Hotels.

Facilitate intensive two day training workshops to introduce

newly hired associate, managers and directors to Sheraton's brand

and service philosophy. Lead daily and monthly training

sessions to reinforce Sheraton's culture. In addition to brand

training facilitate annual EEO, Anti-Discrimination and

Harassment Training.

Target 2007

-2008

Human Resource Manager

Led team of 5 team members HR Department performance at Falls Church

location with 260 employees. Successfully led department from a score

of below expectations to achieving expectations in 10 months. Span of

control included staffing, training, development, employee relations,

publish weekly employee schedule, forecast weekly payroll based on

sales forecast, and community relations.

. Executed strategies to reduce turnover 31% to 20% in retail

environment. Strategies focused on improving employee

satisfaction through improved communications and employee

development and engagement.

. Improved applicant experience by reducing Application Turnaround

Time from three days to one day. Led HR Team to

provide timely response to applicants to close the loop for all

applicants to improve time to fill positions and the applicant

experience.

. Created succession plans to develop and promote high potential

employees. During tenure promoted six high potential employees

Maintained and updated organization chart.

. Investigated employee relations issues that included harassment and

discrimination claims, or misconduct. Advised solutions and

appropriate actions to leaders and follow-up with employees.

Facilitated leadership training workshops for supervisors and

managers.

. Improved execution of annual reviews to ensure they were delivered

on time, contained professional content, and constructive

feedback. Trained supervisors and managers to properly conduct mid-

year and annual reviews.

. Spearheaded corporate community outreach program within local

community. Organized United Way Campaign, community flu shot

clinic, children's reading program, and holiday personal shopper

event to assist seniors with their shopping needs.

. Represented company at unemployment hearings and conducted fact

finding investigations to satisfy any questions resulting from a

claim.

United Airlines 1991 -

2007

Employee Assistance Coordinator

2005 - 2007

Hired to provide employee relations support for employees, managers,

and union leadership for two work groups that included over 500

employees. Partnered with management, the union and the employee to

develop an action plan with goals and timelines to improve employee

performance.

. Liaison between employees, union and management, providing employee

relations solutions that satisfied all parties involved.

Solutions provided were designed to keep the employee working and

productive.

. Facilitated effective interpersonal dialogue between supervisors

and employees to improve human relations problems. Utilizing

techniques such as Alternative Dispute Resolution (ADR) to

effectively resolve employee relations issues.

. Performed critical incident debriefings for employees and managers.

Debriefings were held after a workplace incident to assist

employees and managers in dealing with difficult situations.

. Participated in resolving labor relations issues while maintaining

strict confidentiality. Conducted research into precedent setting

cases and previous solutions that may have solved similar problems.

Customer Service Representative

2000 - 2007

. Trained customer service agents with the goal of achieving

significant improvements in their productivity and ensuring they

were meeting strict government regulations.

. Conducted on-the-job training for newly hired employees and

assisted with orientation. Worked one-on-one with new employees to

teach technical and soft skills in a fast paced environment.

. Facilitated training de-briefs with new employees to enrich the

learning process. De-brief's would include an in depth look at

situations trainees faced and discussion of multiple solutions.

Team Coordinator Reservations

1995 - 1999

. Collaborated to write job performance manual that detailed the role

and responsibilities of this newly created position. Selected to

serve on task force

. Training assistant in classroom setting for new employees.

Provided support to trainer by working with one-on-one or with

small groups of individuals to reinforce material.

. Conducted structured panel interviews for applicants to training

positions and collaborated on the hiring decision.

Reservation Sales and Service Representative

1991 - 1995

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Education

. HRCI May 2009

PHR Certification

. Human Resource Management Certificate December 2006

George Mason University

. M.S. Strategic Leadership June 2006

Mountain State University

. B.S. Organizational Leadership December 2005

Mountain State University

Honors: Cum Laude

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Professional Affiliations

Society for Human Resource Management, Member 2005 to Present

Selected as a Prot g in a highly competitive HR Mentoring Program,

(March to December 2009)

Dulles Society for Human Resource Management, Member 2009 to Present

SHRM Dulles Chapter Board of Directors (Term 2010-2011)

SHRM Certification Representative

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