Human Resources Customer Service

Gwendolen Grant

***-** ****** ****, *******, NY *1422, 347-***-****, **********@*******.***

HUMAN RESOURCES PROFESSIONAL

Dedicated HR professional with over 6+ years experience in Human Resources

for Fortune 500 companies, encompassing recruitment, training and

development, employee relations, operations, HR infrastructure planning,

and benefits. Strong communication skills, excellent judgment and decision-

making skills. Ability to interface with all organizational levels.

Function as key business partner to facilitate corporate success.

Expertise in the following areas:

HR Generalist Affairs Record Keeping Disciplinary Procedures

Employee Relations Benefits and Employee Counseling

Administration

Staff Recruitment HR Policies and Procedures Training and Development

Performance Appraisal Team Building Employee Orientation

KEY ACCOMPLISHMENTS

"Gwen would be a significant contributor to any corporation

fortunate enough to have her apply for a staff or management

position with them."

General Manager, Dish Network

. Created a significantly more energized and motivated staff through

hands-on coaching and counseling of management and staff at field

locations.

. Effectively met all deadlines in high volume, demanding environments.

. Key member of team in review and analysis of P&L and other key

business metrics.

. Aggressively seek out recruitment channels to recruit optimal

employees.

. Orchestrated training initiatives and coaching which significantly

decreased a high employee turnover rate. Heightened level of customer

satisfaction by assessing, planning and delivering new customer

training programs for technical field personnel and management.

. Instituted new systems and procedures for development of greater

employee documentation consistency. Created template to document

disciplinary actions.

. Planned and implemented "Discussion Tracker" which tracks performance-

related and other conversations with between managers and employees.

PROFESSIONAL EXPERIENCE

HR Generalist, Dish Network, Division of EchoStar, New York

2008-2010

Broadcast service provider with 14 million customer base

. HR Infrastructure Planning and Execution: Consult on HR priorities

and actively participate in review of operational business strategies

and objectives to determine HR and organizational needs. Support

over 300 staff and management in 3 locations (College Point,

Farmingdale, Medford) with robust hands-on involvement via ongoing

group and one-on-one meetings. Interface with general managers and

Regional Manager.

. Employee Relations: Effectively mediate conflicts between employees

and management on company policies and regulatory laws. Represent

company at personnel-related hearings and investigations.

. HR/Operations Business Partner: Consultant to management and

operations on business and HR areas to facilitate business objectives

and increase effectiveness of HR and operational processes.

. Recruitment: Pro-actively recruit/on-board (full-cycle) for exempt and

non-exempt positions for all 3 locations.

. Training and Development: Evaluate, plan and conduct training on

regulatory/compliance issues, policy and procedures, leadership,

operations, customer service and corporate communication.

. Performance Evaluation: Planned and instituted initiatives to improve

consistency and rigor of employee evaluations.

-continued-

Gwendolen Grant - 2

Human Resources Supervisor, Home Depot, Springfield Gardens, New York

2004-2008

. Recruitment: Provided high volume recruitment for exempt and non-

exempt positions for busy NY location with a total of 205 employees.

Screened candidates; conducted follow-up interviews, checked

references, analyzed results and maintained files on applications.

. Manpower Supervision & Scheduling: Oversaw employee schedules to

ensure adequate department coverage.

. Employee Relations: Resolved conflicts between management and

employees applying in-depth knowledge of corporate policies and

regulatory laws. Coached and counseled management and staff.

. Training and Development/Manpower Planning: Created training

programs for management in EEOC, sexual harassment, ADA, FMLA, ADEA,

and OSHA guidelines. Decreased work related injury rate 70% by

continuously monitoring work habits and disciplinary actions.

Increased employee satisfaction and reduced turnover by 6% by

improving training programs and procedures. Assisted with performance

evaluation development programs for managers and supervisors.

. Benefits/Payroll Processing: Processed all new hire benefits, leave,

terminations and payroll ensuring compliance with law and regulatory

mandates. Served as primary contact person with regard to

management/staff inquiries. Generated enthusiastic participation in

ESPP, 401(k) plan through design/delivery of company-wide educational

plan.

Operational/Human Resources Manager, National Amusement

1997-2005

. Recruitment: Recruited exempt and non-exempt employees. Conducted

orientations and performance reviews.

. Training and Development: Conducted OSHA training including hazardous

materials and accident prevention, boosting staff performance through

improved training and accountability. Launched motivational

initiatives.

. Operations: Delivered 15% increase in sales through superior customer

service and product placement. Trained staff in sales, customer

service, policies, and OSHA. Managed budgeting, sales payroll and

inventory management.

EDUCATION/SKILLS

BA, Human Resources Management, DeVry University, Long Island City, NY

Computer: MS Word, Excel, Outlook, PowerPoint, Publisher, PeopleSoft,

Oracle, Kronos and Internet

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