Customer Service Management
Resume:
Jason C. Hillard
Oakland, CA 94605
************@*****.***
Senior Human Resource Program Manager with experience including Management
& Professional Training, Performance Coaching, Project Management, and
Account Management. Passionately committed to improving employee
satisfaction and organizational effectiveness through skill development,
teambuilding, education and communication strategies, and learning and
development initiatives. Enthusiasm, vision, and strategic thinking well
complemented by the tactical skills necessary to successfully reach goals.
Creative, resourceful self-starter with genuine, down-to-earth style and
dedication to achieving organizational success.
2 Areas of Expertise
. Leadership & Influence
. Client Management
. Account Management
. Project Management
. Goal Setting & Planning
. Change Management
Key Accomplishments
Innovation: Conceived, documented and trained organizations on multiple
processes including focal, escalations, hiring, and rotations
Leadership: Created and lead organization change management trainings to
ensure efficiency, effectiveness, and quality customer service
Communication: Consistently recognized by management, peers, clients, and
business partners for ability to effectively communicate a wide variety of
information and ideas in an engaging way with impact that motivates results
Teamwork: Effectively facilitated, trained, and participated on high-
performance self-managed teams and interfaced between teams to improve
organizational performance
Influence: Instrumental in facilitating HR organizational changes for
improved efficiency by collaborating on a global HR social systems team to
research best practices and communicate findings to the executive team.
4 Qualifications
. Completed Managing Within the Law course
. Completed Time Management and Personal Leadership class
EXPERIENCE:
Seagate Technology (Spherion)
SR HR Program Manager 05/08 to 12/08
Responsible for the planning, development, implementation and
administration of human resource programs.
Provided support for the Performance, Learning and Succession Management
online recourses and tools.
. Maintained strong working relationships with key users groups, outside
vendors, internal IT team and IT helpdesk.
. Coordinated and lead cross-functional projects that included the
definition, development, validation and implementation of enhancements,
changes or upgrades to online resources and tools.
. Managed and tracked documentation for user issues from the IT Helpdesk.
Assist with the development of user documentation such as how to guides,
online help and process structures.
. Responsible for effective and timely communication with the user
community, ensured accuracy and timely completion of transactions.
Perform use case testing/validation of key GLL resources and tools, and
assist in special project as needed.
. Created project plans, define action plans and manage team to execute
against plans. Built strong networks and managed and coordinated multiple
projects at the same time.
Gevity, Inc.
HR Consultant 11/05 to 7/07
Responsible for a book of business in the small to mid-size business
category by identifying needs and providing solutions through a
comprehensive employee management solution to help business manage their
personnel to achieve strong bottom line business results.
Account Management
Provided personalized installation of human resources plans based on an
organizational assessment of the client's
Operation, environment, and business goals
Designed and managed customized solutions for large, complex clients
requiring services outside the complete business
Model
Proactively managed the client relationship through a pre-determined set of
metrics; achieving expected outcomes
While seeking opportunities for enhanced revenue development and
account penetration.
Sales Support
Monitored trends within market and client portfolio for product/service
opportunities and competitor activity
Work with Business Development partners in sales process to expand
penetration
Sun Microsystems Inc. San Jose, CA
HR Generalist
10/99 to 8/05
Responsible for organizing workforce reduction project coordination between
multiple business units while interfacing with Legal, IT and other HR
departments
Project Management and Collaboration
. Implemented and designed organizational improvements in service delivery
as a member of governance team
. Designed an improved job leveling process for HR by providing leadership
for self-directed teams
. Manages the development and implementation process of a company's
services involving departmental or cross-functional teams focused on the
delivery of new or existing projects
. Resolved issues with project vendors and communicated escalated issues to
other Sun liaisons as needed
. Assimilated new hires into company culture using a comprehensive
orientation program
Cross-Functional Work
. Interfaced with compensation and other cross-functional teams to revise
grade levels aligned with job functions and competencies
. Conceived, constructed and presented the usability project plan for the
department web team
. Supported employees with finding solutions to their HR inquiries
including Employee Relations, Performance Management, Benefits,
Compensation, Relocation, Immigration, Career Services, Payroll,
ESPP/Stock/401(k) and Staffing
Strategic Skills
. Built change capability across the company by institutionalizing Sun's
Change Acceptance Process (CAP) as the standard approach to effectively
managing both organizational change and knowledge collaboration
. Applied Sun Six Sigma methodologies and tools throughout the
organization's business to achieve customer satisfaction and
profitability
. Contributed critical feedback and used conflict management skills in
sensitive team discussions resulting in improved morale
Metrics Collection and Tool Development
. Tracked, collected, and analyzed all department metrics to compile a
monthly quality customer service report used by management for process
improvements to delivery of HR services
. Developed Sun online applications and utilized financial and data
management systems
. Supplied technical support for Sun's online, organization management
application
Sun Microsystems, Inc. San Jose, CA
6/99 to 8/01
Human Resources Assistant/Call Center Rep
Assimilated new hires into company culture using a comprehensive
orientation program
Delivered training, both formal and informal to all customers including,
employees, staff, HR community, and vendors
Managed and developed program for centralized voluntary and involuntary
terminations; including exit interviews
and exit surveys.
Developed and implemented new college grad/internship program
EDUCATION:
B.A., Political Science California State University, Northridge 2001
TECHINCAL SKILLS:
MS Project, Excel, Word, Powerpoint, Oracle, Success Factors, Softscape,
Cognos
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