Sales Customer Service

Mary Fitzhugh

**** **** ****** ( BERKELEY, IL ***63 ( 630-***-****

(*******@*****.***

Summary of Qualifications

HUMAN RESOURCES PROFESSIONAL WITH 10 YEARS OF PROGRESSIVE HR EXPERIENCE

INCLUDING: GUIDANCE AND SUPPORT TO TEAMS, TRAINING AND DEVELOPMENT,

MANAGEMENT OF HEAD COUNT AND STAFFING, EMPLOYEE RELATIONS, BENEFITS,

ELECTRONIC PERSONNEL FILE MANAGEMENT, POLICY DEVELOPMENT AND

IMPLEMENTATION.

Strong Customer Focus with success in: Teambuilding programs, writing

personnel manuals, job descriptions and report development. Ability to

succeed in a fast-paced environment, working on multiple projects with

constantly changing priorities and deadlines.

Skills

RECRUITMENT New Hire Orientation Company-wide committee

Employee Communication Training facilitation

Performance Management HRIS Technologies

Customer Service Benefits Administration

Professional Experience

PRIMESOURCE HEALTHCARE SYSTEMS, INC - DEERFIELD, IL

Provide on-site Podiatry, Audiology, Dentistry and Podiatry services to

residents in long-term care facilities.

HR Manager, April 2007 to February 2010

Company experienced 30% growth in staff over two consecutive years. With

focus on people, and their needs, I initiated creative recruitment plans

to help find applications to fill job openings which saved the company

thousands of dollars each month by reducing reliance on employment agencies

to fill positions. Used my knowledge of job evaluation to fit employees

into proper jobs, worked with senior management to create HR policies and

procedures; facilitated training programs that increased employees'

knowledge and skills; provided career and employee relations counseling to

ensure compliance with company's standards.

Key Results:

Introduced company's first formal new hire orientation/on-boarding program,

creating a consistent, flexible and well-received program. An average of

10 new employees participated in the program each month.

Played a key role in ensuring the successful launch of the company's first

Customer Care Center System. Created Customer Care training materials, and

trained more than 100 employees on customized system.

Reduced time spent on HR related issues by 48% annually through successful

implementation of ADP's Human Resource Benefit Solutions (HRB) System.

More than 400 employee records were converted to HRB during a 6 month

period. This improved existing employee personnel record retention and

tracking.

Introduced consistent documentation methods to company leaders to ensure

consistent management of employee and performance / disciplinary plans.

Worked with CFO to bring workers' compensation program into full

compliance. Trained managers and employees on safety procedures.

Fostered a teamwork/open-door environment conducive to positive dialogue

across the organization. Personal efforts were cited by upper management

as the driving force behind an increase in employee professionalism.

Simplified employee handbook by rewriting policies, disciplinary

procedures, FMLA, benefits and dress-code guidelines.

Revised job descriptions across all levels. "Shadowed" and interviewed

employees to construct an accurate picture of the duties and skills

required for each position.

Mary Fitzhugh Phone: 630-***-**** ( Page 2

Professional Experience (continued)

NATIONWIDE FUNDING, LLC - CHICAGO, IL

Provide Machinery, Equipment and Leasing options for small to mid-sized

businesses throughout the United States. Nationwide Funding is a private

company categorized under Machinery and Equipment Finance Leasing and

located Nationwide Funding is a private company categorized under

Machinery and Equipment Finance Leasing and located Nationwide Funding is

a private company categorized under Machinery and Equipment Finance Leasing

and located

Director of Training, June 2006 to

November 2006

Directed Sales Managers to achieve overall company growth objectives - -

Lead quality processes for training needs assessment and program

effectiveness. Conducted needs analysis using surveys, meeting and focus

groups.

Key Results:

Trained 20-member sales team on best practices, conducting workshops and

one-on-one coaching sessions that contributed to consistent sales

practices.

Co-developed company's first-ever standardized training materials, job aids

and performance tools for employees.

Collaborated with Human Resource team on the development and implementation

of Performance Improvement tools for organization.

Partnered with Executive Management team to design career development

opportunities for Sales force.

Reworked new hire orientation program to include HR information and company

resources.

RCN Telecom, llc - Chicago, IL

Provide Telephone, Internet and Cable services to communities throughout

Chicago's communities. Nationwide Funding is a private company categorized

under Machinery and Equipment Finance Leasing and located Nationwide

Funding is a private company categorized under Machinery and Equipment

Finance Leasing and located Nationwide Funding is a private company

categorized under Machinery and Equipment Finance Leasing and located

Training Manager, October 1999 to May

2006

Planned, organized and directed a wide range of training activities.

Created Training & Development agendas, conducted orientation sessions and

arranged on-the job training for new employees. The goal of the training

was to enhance productivity, quality of work, improve employee morale and

build company loyalty. Also identified and assessed training needs by

working with managers and supervisors and conducting surveys and focus

groups. Improved Company's Performance Appraisal process by using an

electronic feedback system geared to ensure consistent and timely

performance evaluations.

Key Results:

Key leader in implementation and launch of new Digital TV product.

Effectively worked with outside vendors and internal departments to

complete initiative. The project spanned over an 8-month period.

Launched pilot incentive programs to increase excitement around new

products and increase sales quotas.

Lead programs to assist employees with transitions due to mergers and

acquisitions, as well as technological changes.

Collaborated with key subject matter experts to uncover Employee

performance gaps and developmental opportunities.

Created quarterly Employee training schedules for organization. Managed

staff of 7 Trainers. Evaluated training course effectiveness at the

conclusion of every session.

Managed internal / external vendor relationships to ensure quality,

timeliness and cost standards met company financial guidelines.

Education

DRAKE UNIVERSITY - DES MOINES, IA

Bachelor of Arts (BA) in Journalism and Mass Communications

Technical Programs

ADP-HUMAN RESOURCE BENEFIT SOLUTIONS, PEOPLESOFT, MS OFFICE SUITE: WORD,

EXCEL, POWERPOINT; WINDOWS 95/98/XP.

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