Customer Service Human Resources

George A. Adem, PHR

**** **** ***** ****** ***********, MN 55437, Phone: 952-***-****

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

Bilingual Human Resource Professional with more than 10 years of management

experience, including 4 plus years as Continuous Improvement Trainer and

Consultant.

Extensive experience in manufacturing and retail environments with proven

ability to lead, train and drive employee improvements, culture change in a

diverse and global workforce setting.

Active and visible with hourly employees and proponent of using the Lean

Manufacturing toolbox to build a team performance culture and to drive

employee initiated process improvements.

Accomplished trainer and leader in Lean Manufacturing Kaizen and Six Sigma

techniques for continuous improvement.

. H.R. Policies Development

. Labor Relations and Union Avoidance

. Performance Management and Diversity Training

. Initiator of Cultural and Change Management

. Labor Law and Regulation Compliance(EEO,FSLA,FMLA, OSHA)

. EEO, Unemployment and Work Comp Hearings

. Talent Management/Acquisition

. Benefits and Compensation Design/Administration

. Organizational Development

. Continuous Improvement Lean Leader and Trainer

. Harassment Training/Investigation

. Bi-Lingual (Spanish-English)

Career History

Reviva Inc., Fridley, MN 2000-April 2009

An engine remanufacturer and distributor with $70 million annual revenues

and multi state workforce.

Human Resource/Continuous Improvement Manager

Directed and managed all Human resources activities and Lean initiatives to

support an average of a 150 FTEs diverse workforce.

. Spear-headed proactive positive employee relations initiatives to

ensure an issue free work environment.

. Promoted a company brand to drive talent acquisition efforts resulting

in 30% reduction in turnover (Recruiting, Interviewing and Testing

candidates).

. Led implementation of consumer driven Medical/Dental HRA plan

resulting in 18% premium savings to employee and organization.

. Utilized direct marketing efforts to identify high quality/low cost

candidate pipeline reducing average cost per hire by 35%.

. Managed Benefit vendor selection and negotiation to include Cobra,

FSA, Medical/Dental/Life.

. Developed Employee Total Compensation Individual Report to impact

retention.

. Trained managers and supervisors on Interview Skills, Non-Harassment,

FMLA, Performance Evaluations, talent development and Work Comp to

reduce legal exposure.

George A. Adem, PHR

Reviva Inc., Fridley, MN

. Managed new employee On-Boarding to foster positive attitude towards

organization goals.

. Trained 90% of workforce on Lean concepts and Lean toolbox.

. Led 38 cross functional employee teams in Kaizen Improvement Events.

. Lean Improvement (Kaizen) results attained:

o 75% WIP reduction ($330,000 savings)

o 60% Lead time improvement from 12 to 5 days

o 30% Rework reduction

o 50,000 production sq. ft. reduction

Dayton's Home Stores (Target Corporation), Minneapolis., Mn

1992-2000

Human Resource Generalist -Dayton's Home Stores a furniture retailer with

revenues of $65 million.

Directed recruitment, training, coaching/development, legal compliance,

HRIS, benefits, compensation and employee relations. Concurrently managed

customer service initiatives and customer concern resolutions while

supervising a multi-location staff of six customer service representatives.

. Created a superior culture thru positive employee relations resulting

in favorable employee engagement survey ranking the Home Stores in the

upper 20% of favorable surveys.

. Established a successful recruiting/retention strategy as a key

priority. The Home Stores had the lowest turnover rate and fewer open

positions in comparison to other company locations.

. Managed employee performance and non-performance issues thru timely

coaching and disciplinary action. Directed all aspects of

terminations, exit interviews and severance packages.

. Directed the administration of the annual performance review and

compensation cycle for all 220 Home Store employees including

management.

. Trained managers and employees in the areas of diversity, non-

harassment, recruitment, performance coaching, ADA/FMLA compliance and

positive employee relations.

. Successfully managed consolidation to two retail locations through

transfers, RIFs and voluntary retirement.

. Performed as a key business partner in strategic initiatives outside

Human Resources. Developed and communicated customer service policy

initiatives positioning the business for profitable growth. Developed

and conducted training for a new point of sale (POS) process.

Education and Training

M.B.A. Indiana University, B.A. American University of Beirut

Human Resource Certification Institute Professional in Human Resources

(PHR) 2004, 2010

Mini Master-Lean Enterprise, St Thomas University, 2009

Memberships and Languages

Society for Human Resource Management (SHRM), Manufacturer's Alliance-

Leaders Group

Twin Cities Human Resource Association (TCHRA), Fluent in Spanish

Big Brothers/Big Sisters Volunteer

Keywords: EEO/AA employee relations workers compensation benefits

administration organization development recruiting staffing development

labor relations retention climate Affirmative Action cross training

facilitation SPHR culture succession planning change management

organizational design best practices strategic team building mentoring HR

metrics EEOC budget AAP HRIS MS Word Excel PowerPoint

Business partner project management non-profit union

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